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Fleet managers still prefer dealing with a human than a computer, according to a new survey from leasing firm Lombard.
While fleet managers accept that internet based services are the way forward, for now the telephone is still the preferred method of dealing with suppliers.
The Lombard Vehicle Management survey revealed that getting the latest quotes and ordering information by phone is preferred by 66% of respondents and the phone is the preferred means of ordering vehicles for 60% of respondents, regardless of fleet size and user group.
The survey quizzed drivers, fleet managers and other executives and found just 53% thought those businesses which lead the market in internet and e-commerce will provide a better customer experience, however that figure fell to 38% in the case of fleet managers.
"It's clear that although the internet is a growing and in some areas already vital tool for fleet management, its use needs to be carefully considered when delivering services to customers", said head of Lombard Vehicle Management, Rob Bailey.
"Different user groups have different priorities, and internet solutions must take this into account. It is the ease with which a user can carry out a task that is important, and that means a combination of online and offline delivery, with the human touch available when required. But ultimately, whatever the solution, the essentials of good service need to be in place."
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