Avis FleetBlog


A day in the life of a fuel management bureau operator Q&A Part 1

We talk to a fuel management bureau operator to find out how they work to save customers money. In part 1 we find out what happens behind the scenes, what the day-to-day issues concerning fuel consumption are and what some of the frequently asked questions about how corporate fleet management can help your fleet are.

INTERVIEWER:

What happens behind the scenes that people might not know? Can you give an idea about a day in the life of a fuel management bureau operator?

INTERVIEWEE:

Well, what we do basically is work with data every day. We sort through individual transactions to establish what is going on in the fleet for the customer. We import, edit, send out alerts, and make phone calls to fuel stations and to customers. If a customer is requesting fuel slips or if there is outstanding data, we request this information. We cannot calculate fuel consumption without all this data present. Essentially we need to make sure that we have all the information before we can notify customers of any particular activity in their fleet. When we have identified potential fraud or theft, we request the customer to look at a particular vehicle.  For example, if there is high consumption on a vehicle, we can approach the fuel stations requesting transaction slips. Obviously before we can generate our reports we need to ensure we have all the necessary documentation.

Essentially, each day is spent ensuring that all data is uploaded correctly for our customers.

INTERVIEWER:

What kind of team is involved? Is it a call centre?

INTERVIEWEE:

We are not really a call centre per se. While we do experience high call volumes with calls from customers requesting different things, we collect information about fuel tanks, and compliance slips, etc.

Currently we are a team of 13 staff; 10 operators, two supervisors and a manager who oversees activities. Each supervisor has a team of five operators.

We all work together, assisting each other and lending our experience where necessary.  For instance, if an operator is investigating a fuel station they may ask for help from another operator who has dealt with the station previously.

Our approach is to work together to give our customers the most accurate feedback and quality of work in the best possible turnaround time.

INTERVIEWER:

What do you feel is crucial to the success of the Intelligent Fuel Management?

INTERVIEWEE:

Firstly, let me mention that customer co-operation is very important. The better the co-operation is, the more effective we can be. It’s also very important to get the transactions within the first 72 hours for the best results, and building good relationships with fuel stations is essential to the service we provide our customers.

INTERVIEWER:

Okay, can you give me some of the frequently asked questions that an bureau operator would encounter? What do you get asked a lot?

INTERVIEWEE:

If customers have complaints or enquiries then they call us. It’s often small stuff, like a vehicle not appearing in a report.  In this case, the vehicle would fall under the “vehicles not calculated” for the month and we would need to explain this.

Mostly, the questions we are asked are about the reports and customers wanting to understand the information we are providing. Generally we assist customers in better understanding how to manage their fleet’s fuel consumption and how to bring these costs down.

Don’t forget to read part 2 of our interview on the life of a fuel management bureau operator.

Avis Fleet have many solutions that will save you money and make your life easier. Check out the fuel management solution here.

 

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