Fleet Consultants Corner: What it is to be a customer trainer
When I get assigned to a customer, one of the first things I do is to find out what each person taking part in the training uses the system for. Are they users of live or historical tracking? Do they look at driving behaviour, or are they extracting information to create customised reports?
Once I have an understanding of each user’s objectives, it allows me to determine which functionalities they need to be trained on and in how much depth. In small companies this is a fairly straightforward process. In larger organisations where users are spread out across different sites, however, this activity requires careful project management. Our smallest customers have only one or two users whereas our biggest customers have up to one or two thousand! The latter of course requires extensive support from both the fleet consultancy and project management teams.
Having worked in this role for some time, it’s always interesting to see the different ways in which different organisations use our system and the tasks they need to complete as a result of utilising telematics data.
At MiX, we deliver well-rounded training programmes comprising presentations, demonstrations and, importantly, interactive sessions. We teach customers, allowing them to use the system under our guidance, so that they can quickly and independently learn how to complete tasks and extract the information they need. Often before leaving a customer visit, I like to deliver a mini quiz to ensure they have learnt the essentials and will be able to use the system effectively once I have left.
In addition to face-to-face visits, MiX Telematics also runs regular online webinars. These are really useful as refresher courses or for users who are interested in using new functionality.
Working as a MiX customer trainer is a great role. I really enjoy helping people to learn and acquire new skills. And, as an added bonus, it provides me with great job satisfaction.
My advice to telematics users is to make the most of the functionality you have available. The information a fully comprehensive solution like MiX’s can offer is endless. We have the ability to read so much information from a vehicle and it’s fascinating to see how different customers use that information to create business gains – whether they’re around cost savings, efficiency enhancements, safety measures or general business development.