All fleet suppliers have some formal customer service and client relations staff and process, the former is usually for day-to-day services via telephone and email and the latter is more strategic and involves face-to-face visits.
Procurement: How to Quantify Intangibles in Decision Making
For some time now, more fleet supplier decisions involve, or are even managed by, procurement or purchasing staff. The RFPs they generate focus on the quantifiable. Fleet managers know, however; that suppliers are set apart as much by intangibles. Here are some tips on quantifying these intangibles.