Many drivers and fleet managers in the industry are frustrated — and for good reasons. They were promised the world by slick sales reps, yet, the post-sale reality has been much different.
The main concerns?
- Nearly non-existent customer support.
- Simple tasks are complex and time-consuming.
- Drivers are struggling to adopt glitchy, unreliable technology.
While many ELDs perform similar functions, all ELDs are not created equally. The user experience, quality of support, and “under the hood” engineering make a huge difference in the success — or failure — of your compliance efforts.
This guide walks through 5 signs that it’s time to find a new ELD provider.
1. Reaching customer support is more difficult than reaching your Congressman
Are you struggling to get ahold of customer support? When you do reach a rep, are they well-trained, helpful and respectful, or do they blame everything on “user error?” If any of this sounds familiar, it should be a considered a major red flag.
An understaffed and undereducated support organization is often a symptom of broader issues, such as:
- A flawed, buggy product that leads to a higher call volume
- A poor internal understanding of the product they offer and the market they serve
- A higher emphasis on sales than customer success
Also, from your driver’s perspective, your ELD providers support team is an extension of your company. If they can’t get the help they need when they need it, they’re stuck in a tough position.
Keep driving and risk costly violations, or sit around and wait for the support rep to respond?
Either way, this causes frustration and seriously impacts their experience. Every minute spent on hold is one not spent on your own customers. You deliver top-notch service, so shouldn’t your ELD provider be held to the same standard?
2. Your drivers are complaining
Driver ELD complaints shouldn’t be discarded as mere resistance to change. If your drivers report any of the below issues, you should have serious cause for concern:
- The application keeps freezing, and the “fix” from the provider is to re-install it.
- Duty statuses change incorrectly and at times modify the previous day’s statuses overnight.
- Issues or inconsistencies with the Bluetooth or cellular connection.
Your success with any technology is predicated on your team’s ability to use it. Thus, in the ELD mandate era, your compliance is dependent on the ease-of-use and reliability of your ELD.
3. Back office tasks are complex and time-consuming
Managing driver logs shouldn’t require a PhD. Yet, with many ELDs, simple tasks are overly complicated. Do any of the below tasks take more than just a few seconds?
- Locating a driver’s logs for a previous day.
- Finding a drivers available drive time for the day and week.
- Pulling a list of every HOS and DVIR violation for a specified timeframe.
If so, you and your team are spending way too much time on basic things. Additionally, what happens when you have back office turnover? The PhD. ELD education process starts over again…
4. They nickel and dime you
Many in the industry report feeling misled on pricing. The cost seems clear when signing the contract, yet the bill is loaded with hidden fees. Common examples include device activation fees, data packages and training/implementation charges.
Also, many ELD providers charge for every additional feature. You shouldn’t have to whip out the checkbook every time you want to expand the use of technology in your business.
A lack of transparency in this area should be a major concern. You need a long-term partner that you can trust.
5. It wasn’t built from the ground up for the ELD mandate
Some providers have been around for decades. A positive, right? Not always.
The problem is that their platforms were built for the old AOBRD/EOBR requirements. The technical requirements of the ELD mandate are more advanced. Adding extra functionality is a significant engineering challenge that many have struggled with, degrading the user experience and putting compliance at-risk.
With that said, it’s also important to pick a provider that isn’t too new to the industry. You need experience AND the latest tech to be successful in the long-term.
Sound familiar? If so, here’s why you should take a look at KeepTruckin:
- The best customer support in the industry, hands down. Give us a call at 855-434-ELOG to experience it for yourself.
- KeepTruckin is the easiest-to-use, most reliable, and #1 rated ELD by drivers. Our 5-star app store rating is the proof.
- The KeepTruckin Fleet Manager Dashboard is the most intuitive in the industry. Every task takes less time, and learning curves are minimal with KeepTruckin. Create a free account and try it out: https://keeptruckin.com/sign-up
- Affordable and transparent pricing: https://keeptruckin.com/pricing
- The KeepTruckin ELD was built from the ground up for the ELD mandate, and we’ve been relentlessly focused on simplifying compliance since 2013.
Quotes from customers who switched to KeepTruckin
“The support is 100x better. In the past, we had limited hours and had to wait 30 minutes to speak to a person. With KeepTruckin, the support is 24/7. We simply call in, hit 2, and immediately get on the line with a rep.”
Eric Stallings, Safety Manager, Sierra Mountain Express.
“KeepTruckin is easy to implement, easy to use, and has made something that we thought would be difficult simple and pleasant.”
Rick Roache, Safety and Compliance Manager, DDI Transportation.
“Our drivers like the KeepTruckin system a lot better. Our old ELD kept kicking the drivers out and causing frustration. KeepTruckin has been a lot simpler for them to use.”
Matt Myers, Fleet Supervisor at CSX.
Ready for an ELD upgrade?
Click get started below, and we’ll show you what our customers love about KeepTruckin. Transitioning ELDs is easy with KeepTruckin, and we’re ready to help you through every step.