Supply chain management and tendering for a preferred supplier in supporting fleet contracts
Publish date: 01/11/2025
John Keeton, Operations Director, FMG
A successful fleet tender process can have a transformational effect on your business. What used to be a purely operational, vehicle focused and price-based decision a few years ago is now strategic, data-driven and focused on driver safety, cost management, sustainability and mobility, all at the same time.
Fleet plays a critical role in a business’ success by providing a vital platform to deliver their products and services seamlessly. The impact of even small disruptions can be wide ranging and therefore it is critical to identify the right fleet partner, with this starting at the procurement process.
Fleet is now widely recognised as a vital support function to a business, an essential tool in customer satisfaction and, with the right long-term fleet partner, a source of significant added value. The crucial part is finding the right fleet partner, and there are signs to look for right from the start of the procurement process.
The tender process should feel like the beginning of a long-term partnership, starting with a professional consultation. Even from this early stage, suppliers should make enormous efforts to understand how your fleet operates and your business needs and priorities, whether that is reducing VOR, controlling Third Party cost exposure, more mobility solutions, or a combination of the above and more. This includes asking questions, actively listening and then using that information to make intelligent suggestions and provide expert guidance and solutions tailored to your needs.
Every fleet manager needs a unique solution designed according to their business needs, their vehicle mix, it’s usage, fuel types, replacement vehicle policy, the driver community and many other factors. The tender approach must be equally individual, tailored to meet the specific needs and nuances of every fleet, with processes designed to bend, flex and evolve as your needs change in the future.
Once implemented, a well-executed in-life management framework can significantly improve fleet efficiency and unlock additional value. At its core, a KPI framework will provide those agreed metrics that underpin the relationship and allow the tracking and measuring of performance throughout the entire supply chain.
Equally important is a strong support structure, with dedicated and proactive account management teams, taking responsibility for managing stakeholders and ensuring performance targets are met. Open communication together with monthly and quarterly review meetings provides the opportunity to regularly analyse performance outcomes and customer satisfaction feedback, and proactively discuss improvements to processes where additional value can be achieved.
A leading fleet partner will continually seek new and innovative ways to add value to the service they deliver. Whether that means enhancements in operational processes to improve speed of service, the latest technological advancements and digital solutions or the use of their captured data to measure trends and benchmark performance, successful in-life management includes fresh innovations, improvements and tweaks to the services delivered to genuinely make a difference to your fleet.
Many of today’s fleet drivers want the same digitally enhanced solutions that leading tech companies provide, including the option to report incidents online and view their incident data and repair updates in real time. However, the best fleet supplier will strike the right balance, pinpointing the areas where technology will deliver the best value and preserve those moments where intuitive human intervention will elevate the service. Drivers need choice in their hour of need and whilst self-serve online options suit some drivers, others need the reassurance that highly trained claims experts are available 24/7 at the end of the phone to manage every aspect of the claim on their behalf.
It’s all about knowing the needs and nuances of your fleet and finding a fleet supplier with the expertise, flexibility and agility to deliver added value to your fleet and positively shape the driver experience.
John Keeton
Operations Director
FMG