When you look into fuel cards, you’ll notice that just about every fuel card offers the same features, controls, etc.. There is very little differentiation in the entire fuel card industry as far as the product goes. So naturally you’ll will start hunting for the fuel card company that will offer the lowest price.
The sales sharks will give you quotes, data, and support in hopes to earn your business and you’ll eventually choose the best proposal. After you receive your fuel cards and issue them to your drivers you find that your support quickly disappears.
You call your fuel card company and you are greeted with dial through directories, sit on hold, and ultimately are told it’s better to contact us via email. You send an email and you get an automatic reply that says your issue will be looked at in the next 24-48 hours. Meanwhile your driver is stuck at the pump with no fuel.
This is a common problem people are dealing with today not only in the fuel card industry, but also when you call your utility company, cell service provider, etc.. The live customer service is missing. It’s like you are doing business with a robot.
What To Look For When Evaluating Fuel Card Customer Support
When you are evaluating fuel card companies here are some things you should ask/look for.
-Do I get a designated sales representative?
-Will someone answer the phone when I call? (Call the 800 number to test before signing up)
-How quickly do most issues get resolved?
-Who can I contact for after hours help?
-Are there alternative ways I can get support?
The last thing you want to do is go through all the trouble of signing up for a fuel card and implementing a program for your company only to find out you have no support when you encounter issues.
Customer Support C NRG Fleet Customers Receive
As an example, this is what customers receive when they sign up for the C NRG Fleet fuel card.
Assigned Sales Representative
Our sales representatives won’t disappear after you sign up. They stick around to help manage your account along side our customer service team.
Phone
Our customer service reps answer the phones Monday through Friday from 8am-7pm ct. No dial through directories. Just dial and a live person will pick up. Give it a try, call 866.462.6729 and see what happens.
Email
Our email is monitored 24/7. Sure we are going to be slower to reply at 2am since most of our team is sleeping, but we have a crew checking the emails around the clock and will answer your emails quickly during our office hours and as quickly as possible during the afterhours.
Live Chat
Our website has a live chat in the bottom right hand corner of the website that prompts our customer service team. If we don’t answer right away it will take your request and collect your email so we can get right back to you.
Online Card Help
Fill out the online card help website form and someone from our team will contact you to resolve the issue.
Training
We’ll give you access to your fuel card account online. If you need help navigating the portal, our team will provide training to help you get familiar with the system.
Blog
Our blog is filled with useful articles that will help you implement your fuel card program and understand how fuel cards work. We also have how-to videos for common issues you may face.
These are some examples of the service you should expect from a fuel card company. If you aren’t receiving this service give us a call or request a fuel card proposal below.
