Keyfuels proves its commitment to customer satisfaction
In today’s fast-paced and extremely competitive business environment, it goes without saying that a commitment to customer satisfaction forms the foundation of any successful company.
Various studies have shown that customer satisfaction has a direct impact on loyalty, retention and the bottom line. As such, adopting a customer-centric culture and closely monitoring – as well as measuring – satisfaction, is a crucial factor in developing strong, long-lasting customer relationships.
At Keyfuels, we are committed to consistently providing an excellent customer experience by delivering fuel cards and fuel management services that help businesses to reduce costs, increase profitability and manage fuel more efficiently.
What’s more, we think it’s essential that organisations make a concerted effort to listen to their customers – particularly in the highly connected world we now live in where reputations can be won and lost in an instant. After all, how can any company make necessary improvements if it isn’t attuned to customers’ needs and gripes?
And, practising what we preach, we’ve just had the results back from our own customer monitoring research, conducted by specialists, Customer Service Network.
The study revealed that 92.8% of customers are satisfied with the service provided by Keyfuels, and 95% would choose us as a partner again in the future. On top of that, 96.2% of customers feel that Keyfuels is a reliable and trustworthy partner.
When it comes to the service attributes Keyfuels was commended by its customers for, the knowledge and competence of its staff came out on top with a 98% approval rating. In addition, Keyfuels was applauded for its reliability and trustworthiness as a strategic partner (97%), the ease of which it can be contacted (97%), and for keeping its promises to customers (96%).
Naturally we’re delighted with the results of this research, however, they haven’t been left to chance. Keyfuels has made a commitment and delivered through an industry-leading level of service and support, as well as our customer-first approach and strong customer value proposition. As we continue to enhance the Keyfuels offering and grow our network, we look forward to meeting the evolving needs of our customers in the months and years to come and reinforcing our position as the UK’s leading fuel card provider.
Keyfuels Acquires r2c, a UK based provider of Fleet & Workshop Management Software
Expands Keyfuels Offering with Full Product Suite of Fuel Cards and Maintenance Services
April 2, 2019 – Keyfuels announced today that it has completed the acquisition of r2c Online Limited (“r2c”), a UK based provider of Fleet and Workshop management software for Heavy Goods Vehicles (“HGVs”). The terms of the acquisition were not disclosed.
r2c, founded in 2003 and operating in the UK predominantly, has established itself a leading software platform for compliance, workshop and fleet management for HGVs. r2c’s suite of products allows HGV fleet operators & workshop managers to streamline the entire supply chain through one easy-to-use system. The products help clients to drive efficiency, reduce risk, increase cost-effectiveness and generate significant return on investment.
“We are pleased to announce this transaction and we welcome the r2c team to Keyfuels. This transaction strengthens our presence in the HGV segment, and complements our wider group’s offering of fleet and workshop management services. We see strong synergies in offering new, value added products and services to Keyfuels which supports over 130,000 HGVs. We look forward to continuing r2c’s success,” said Paul Holland, Senior Vice President, Keyfuels
Nick Walls, Founder and Managing Director of r2c Online commented. “I am proud of everything we have achieved at r2c, from humble beginnings in 2003, to a market leader in the UK. Bringing together our expertise with Keyfuels allows us to expand our reach and deliver even more value to our customers. With this backing, r2c will be able to accelerate the development of new products and services, enter new markets and facilitate easy access to a wide range of complementary fleet products and services.”
Keyfuels is a trading name of CH Jones Limited, a subsidiary of FleetCor UK Acquisition Limited, a subsidiary of FleetCor Technologies Inc, and the UK’s leading independent fuel card provider into the Heavy Goods Vehicle (HGV) and Light Commercial Vehicle (LCV) market. With access to around 3,000 nationwide sites, Keyfuels supports customers with integrated fuel solutions, efficient purchasing mechanisms and management controls to best minimize fuel costs. For more information, please visit www.keyfuels.co.uk.
r2c Online’s software platform currently connects 23,000 fleets and 1,000 workshops for best practice vehicle compliance and maintenance. Multi award-winning solutions drive efficiency, reduce risk and provide fast ROI for fleets of all types and makes, with strong customer bases in the logistics, plant, waste and public sector industries. www.r2conline.com
How can Commercial Fleet Operators Mitigate against Rising Fuel Costs?
Commercial fleet operators are contending with the highest fuel costs since 2014.
Driven by the rising price of crude oil, which peaked at $80 per barrel in May, the cost of fuel at the pump has risen by nearly six pence per litre.
Worse, the volatile relationship between the US and Iran could drive further increases in costs. The United States recently withdrew from the Joint Comprehensive Plan of Action, and has threatened to cease trading with other countries that continue to trade with Iran. The deterioration of such trade contracts could limit the supply of fuel from affected countries, with a potential rise in costs.
Similarly, Saudi Arabia, the biggest member of the Organisation of the Petroleum Exporting Countries (OPEC), is voicing its concerns about volatile oil prices. Oil exports represent a major part of OPEC members’ economies. However, with consumption potentially set to diminish in 2019, these countries may restrict supply to protect higher oil prices and protect their growth.
Finally, the falling value of the pound against the US dollar is making fuel costlier. Oil is traded exclusively in dollars but, currently, £1 equals just $1.33, a decline from mid-April when £1 equaled $1.43.
Operators can mitigate against these factors by implementing three cost-saving measures today:
1. Opt for a fuel card – By shopping around the fuel card market, operators can benefit from significant savings. For example, those offered by Keyfuels enable customers to pay a fixed weekly price for fuel that is typically cheaper than the price at the pump. Larger operators can also bunker their own fuel – which is generally the most cost-effective way to refuel on the road.
2. Improve drivers’ efficiency – Many commercial vehicle drivers deviate from their routes to fill up, wasting fuel as they do so. Keyfuels gives drivers access to over 2,020 fuel sites, the UK’s largest commercial fuel network, to maximise efficiency and keep drivers en route.
3. Leverage data - Operators can improve their fuel efficiency and keep overheads under control by better harnessing data. Again, fuel card providers can facilitate this by giving operators access to real-time management information reports. This allows for improved visibility around fuel transactions, enabling operators to plan their fuel purchases at strategic times.
Fuel card operators such as Keyfuels work in close partnership with fleet operators, helping to buy fuel effectively, minimize consumption and leverage technology to gain competitive advantage. Whilst operators cannot control global commodity markets, they can control the way they manage one of their largest operating costs.
What management information can hauliers expect to receive from a fuel card provider?
Fuel cards offer a wealth of management information that is useful for fleet operators.
Importantly, they provide accountability for every litre of fuel purchased. This is critical as fuel is one of a fleet manager’s largest operating costs, so this functionality is particularly important should a card be given to third parties, such as an agency driver or sub-contractor.
The information fuel cards provide on fuel consumption enables operators to spot those vehicles in their fleet that are heavier on fuel usage. This may be down to an increase in the load weight they are carrying; the type of vehicle they are driving; mechanical defects, or potential issues with fuel purchasing.
Further, management information can also help inform future vehicle procurement, with the insights offered acting as a comparison tool between different vehicles required to do the same job within a fleet. For example, it can identify those vehicles that are fuel efficient, or those that require heavy maintenance work and are thus expensive to keep.
Can fuel cards be used to control what drivers spend and where?
Traditionally, fuel cards have only enabled drivers to draw fuel. However, more advanced cards are now able to deliver this core function while also helping fleet operators to control driver spending. This ensures that drivers stay within company spend policies and holds them accountable for their spending; the more accountable spending is, the more an operator can manage overspending and inefficiencies.
Some fuel cards offer more control and functionality than others, however. Keyfuels, for example, has developed ControlMax, which takes fuel cards to the next level, offering control over all purchasing activity on the card. This includes the amount a driver is able to spend; volume of fuel bought; or the number of transactions that can be made.
This is particularly helpful in enabling access to different spend volumes for those with different driving profiles within the same organisation, such as a delivery driver and an executive driving to meetings.
Can a fuel card be used for payments other than fuel?
One of the key expenses that a driver will incur is fuel. However, they will often need to pay for additional on-the-road costs, such as parking; the use of toll roads; or even accommodation.
Having identified these additional needs of drivers, Keyfuels’ sister company, Allstar Business Solutions, developed the Allstar Plus VISA card, a combined fuel and expenses solution. The card goes beyond the traditional fuel offering to open up spending with merchants that accept the Visa network to drivers, ensuring that all their on the road costs are covered with one consolidated card.
However, the crucial difference with Allstar Plus is that it can be controlled and configured by the type of merchant you want to give access to a driver. For example, one driver could only be able to purchase parking, whereas another may be able to pay for parking as well as tolls and overnight accommodation.
Can fuel cards be used to provide access to secure, good quality truck stops?
A key benefit of utilising a fuel card is the convenience that it provides, and for Keyfuels this was a key consideration when developing its fuel payment solution. The card opens up access to the UK’s largest fuel network for commercial vehicles, totalling more than a quarter of fuel sites in the UK, and includes the largest network of truck stops in the market.
Keyfuels card holders can benefit not only from the controlled purchasing of fuel, but from the various vehicle related products and services that can be accessed via the card, such as overnight parking, AdBlue, or lubricants.
With cost being the one critical variable between refuelling sites, Keyfuels offers both fuel bunkering and weekly fixed prices for fuel across its sites. This is done by leveraging the relationships that Keyfuels has with fuel sites in order to pass on those savings to its customers, ensuring that drivers have access to consistent and reduced prices across its network.
How to choose your fuel card
Consider the four Cs – control, convenience, cost and credit – when weighing up which fuel card best marries up with the requirements of your business.
Fuel is a major and unavoidable cost for any business operating a fleet of vehicles and fuel cards offer the simplest and most cost-effective way of buying it.
Choosing a fuel card isn’t without its challenges, though, as there are many providers, different types of card and a wide array of offers.
Fleet operators turn to fuel cards to save them time and money, whether that’s from competitive pricing, fewer dead miles, fraud prevention or tools and services to reduce the amount of time they spend on admin.
Fuel makes up a large percentage of many companies’ costs so having something straightforward to use that helps manage that cost is a huge benefit to businesses. This is particularly true at the moment when fuel prices are so volatile.
Minimising this volatility allows businesses to plan ahead and manage their cashflow effectively.
The main players in the fuel card market include the big oil companies BP, Esso and Shell plus Keyfuels and Allstar, part of the Fleetcor Group.
Smaller firms also offer fuel cards and a number of organisations, including leasing companies have rebranded cards as part of their package.
Before choosing a fuel card, it’s important to work out what you want from it.
Fuel cards can simply be debit cards, allowing drivers to pay for fuel anywhere in the country.
They can also be sophisticated tools that provide valuable fleet data and offer discounted prices.
Paul Holland, chief operating officer at Fleetcor, says there are four key attributes – the four Cs – that fleet managers want from a fuel card: control, convenience, cost and credit.
“If you’re employing drivers and they are out on the road they need the ability to refuel their vehicle. You need to give them some controllable means to be able to do that,” he says.
“Obviously, the more control and accountability you have, the more secure your business will be. We all have to manage our risks accordingly.”
By definition, a fuel card can only acquire fuel. In some cases it is possible to specify that the card can only draw the type of fuel that you want it to. For example, if you operate a diesel-only fleet then there is no need to have an open fuel card.
A number of cards allow fleet operators to put added value products on there as well – such as AdBlue, car wash tokens and oil.
Holland says: “One of the critical things we’ve done is to develop Control Max. As well as just being able to limit drivers to being able to buy fuel, you can have much more control over the activity of purchasing on that card.
“You can control how much that card is used in a day, the number of transactions allowed per day, the volume of fuel bought and even the days and hours of the week it is used.
“Our customers can build the fuel card capabilities, very specific to their fleet profile. This is something that has evolved significantly over the past couple of years.”
A key element of any fuel card is that the driver is able to use the card wherever they need to. Fuel cards can be linked to a specific brand of fuel station – often accompanied by a discount. But, if your vehicles operate in areas where that particular supplier has poor coverage, they may be unable to refuel using their card, costing the business more money.
A number of providers will allow third party site access, but often the fleet will pay pump prices if they have not negotiated a discount with the fuel card provider.
Andrew Watson, fuel cards director at Watson Fuels, says: “Any customer concerned about coverage is probably on the wrong product for their needs; our ability to be impartial means we tailor the card to the customer.
“From experience, the majority of drivers have set routes so, once our team has established the driver’s individual needs, we’ll then determine the most suitable card for them.
"We have access to 6,267 forecourts so encourage our customers to use the site locator tools we offer and relevant network smartphone applications to ensure coverage is never an issue. “As providers, the onus is on us to create that simplified, seamless user experience the customer expects.”