Geotab's new personalized customer support for telematics

Toronto, Ontario – April 19, 2016 – Geotab, the leading open platform in telematics with more than 500,000 vehicles in 70 countries, today announced a new level of customer support aimed at creating a truly personalized experience for customers. Geotab leverages the knowledge and technical expertise of its support teams to offer personalized services such as one-on-one training; device staging; dashboard configuration and custom reports; in addition to live chat, web and telephone support; extended hours of operation; and multi-language support. This level of customer support is unlike anything currently offered in the telematics industry.

“At Geotab, we are firm believers that customer service doesn’t end with simply addressing customer requests – rather, it also involves providing education, building engagement, and fostering personal relationships,” said Geotab CEO Neil Cawse. “We are dedicated to helping customers get the most they can out of the customer support experience, and on an ongoing basis, so that they come away with a thorough understanding of a product’s full capabilities for optimal fleet management.”

Geotab offers four options for customer support services to benefit Geotab resellers and their customers:

• Complimentary: Geotab will continue to provide a range of core support services free of charge, including: Online Support Resources, Customer Feedback Surveys, Tier 3 Support via the MyAdmin portal, as well as regular Training Webinars for Partners, Resellers and Customers.
• Standard: Geotab’s Standard Support Services are designed to complement the existing sales structures of Geotab resellers by upgrading Help Desk and Training & Onboarding programs with Live Chat and Web Form communication, Regimented Service Targets, and Multi-language Support, along with personalized consultation and training by a Dedicated Customer Experience Specialist.
• Premium: With the premium package, Geotab offers personalized, full-service customer care, differentiated by 1-800 Number, Personalized Greeting and Email Communication; Extended Hours of Operation; and Enhanced Language Support; plus additional Personalized Training Sessions, and Turnkey Dashboard Configuration.
• Add-on Services: Additional specialized services are available: Device Labeling and Device & Accessory Kit Assembly (Field Ready GO Device Staging), Geotab Drive and HOS Tablet Configuration (HOS Tablet Staging), and Additional Training Sessions and Custom Reports.

In an industry comprised of many different customers with unique needs and in a variety of applied uses of Geotab data, it is essential that telematics solution providers offer proactive and personalized approach to customer support, instead of the traditional reactive method of troubleshooting. With this in mind, Geotab has developed a customer support system that is truly unmatched by any other provider on the market, equipping resellers with the tools to meet and exceed customer expectations regardless of variations in sales structure, setting the standard for the future of the customer service experience.