Call out times for fuel blunders halved

One of the UK’s largest mixed fuel companies has slashed average waiting times by more than 50% for motorists who have misfuelled, with the help of Webfleet from TomTom Telematics.

Contact centre agents at City Fuel Services are using the fleet management solution to dispatch mobile fuel technicians to stranded motorists more efficiently. Every technician who is a member of the City Fuel Services’ accredited network is now provided with an in-cab TomTom Pro 5250 – a portable, all-in-one, navigation and tracking unit – that automatically routes them to customers.

“Misfuelling is a common occurrence among drivers, particularly the inadvertent pumping of petrol into diesel tanks, and when it happens it’s vital the fuel system is drained,” said City Fuel Services’ CEO Daniel Cross.

“Webfleet has become the glue that holds our network of fuel technicians together, helping us to get motorists back on the road as quickly as possible.  We are able to see our technicians’ whereabouts and receive accurate ETAs, based on traffic and historic road use data, enabling us to allocate jobs based on who will arrive to customers the quickest, rather than simply who is closest.”

Motorists also receive automatic SMS text messages, alerting them when technicians have been dispatched and linking them to an online map that tracks their journey progress, providing reassurance to the misfueller.

City Fuel Services’ deployment of Webfleet was supported by TomTom Telematics partner G-Force Communications.

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