fleet management

Customer Service Outsourcing for Fleet Management

Give drivers a clear contact point for breakdowns, maintenance questions and fleet paperwork. AI and multilingual agents collect the operational details and coordinate with your dispatch and fleet teams.

Get a Quote See pricing

A collection of classic Ford vans parked in Taxila, showcasing vintage automotive design.

how it plays out

Driver, maintenance and fleet enquiries

Phone English

"My truck just broke down on I-95, I need roadside assistance"

Emergency breakdown requiring immediate dispatch

AI captures driver location via GPS and vehicle identification
Dispatches nearest roadside assistance vendor from preferred network
Notifies fleet manager and updates delivery schedule for affected route
Provides driver with vendor ETA and safety instructions while waiting

Help dispatched in 4 min Driver supported

SMS Spanish

"My hours of service are about to expire but I have one more stop"

HOS compliance pressure from driver

AI checks driver ELD data and remaining available driving hours
Calculates time needed for final delivery and mandatory rest break
Determines if delivery can be completed legally within remaining hours
Advises driver and notifies dispatch to reassign stop if needed

Compliance maintained Route adjusted

WhatsApp French

"When is my vehicle due for its next PM inspection?"

Preventive maintenance schedule inquiry

AI retrieves vehicle maintenance history and PM schedule
Checks current mileage against next service interval threshold
Books appointment at nearest approved maintenance facility
Sends confirmation with date, location, and loaner vehicle options

PM scheduled Downtime minimized

Email Portuguese

"We need fuel card reports for the entire southern region fleet"

Monthly fuel spending report request

AI generates fuel transaction report filtered by region and date range
Calculates per-vehicle consumption rates and flags anomalies
Compiles comparison against budget allocation and prior month
Sends formatted report with charts and exception highlights

Report delivered Costs tracked

the team behind it

Faces, not a queue.

real members of the global team

Fleet Operations Specialists

Emergency roadside assistance coordination and driver safety support
DOT compliance monitoring including hours of service, inspections, and licensing
Preventive maintenance scheduling and vehicle lifecycle cost tracking

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep the driver, vehicle and job linked

For a breakdown, the next person needs the vehicle unit, the driver’s reported location, the fault and the load or route affected. Configure those as HeroDash fields and use the depot or account to select the responsible dispatch queue. Record the assistance request, vendor confirmation and latest ETA separately, so a request sent to a vendor is distinguishable from a vendor accepting the job.

Use the same vehicle reference for maintenance follow-up, with the work-order number and service status. A change to a waiting-for-update ticket can trigger a notice to its assignee. Time-based follow-up automations scan hourly; urgent roadside coordination should follow the agreed live call route. The carrier’s responsible staff make driving-hours and vehicle-release decisions.

what comes off the call

A fleet handoff that dispatch can act on

Agree the intake and urgent-contact route with your dispatch team, including what to do when the primary contact is unavailable.

Vehicle unit, depot and fleet account
Driver callback number and reported location
Reported fault and immediate assistance requested

Route, load or appointment affected
Assistance vendor or work-order reference and current status
Dispatch owner and next confirmed driver update

Compare the general coverage model in our answering service guide.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Who decides whether a driver can complete another stop?

The carrier’s responsible staff assess driving-hours and operational requirements. The support desk captures the driver’s report, relevant trip details and deadline, then follows the agreed escalation route for that decision.

How should roadside updates be communicated?

Keep the request time, vendor acceptance and latest vendor-provided ETA as separate events. Pass a revised estimate to the driver and dispatch when the source changes, and record who owns the next update.

compliance

DOT & FMCSA Compliance

Your fleet operations stay compliant with federal transportation regulations.

Hours of Service (HOS) monitoring and alerts
Electronic Logging Device (ELD) compliance support
Driver qualification file management
Vehicle inspection and maintenance documentation
Drug and alcohol testing program coordination
CSA score monitoring and improvement tracking

also worth reading

start

Plan coverage around your dispatch workflow

Share depot coverage, contact volumes, vendor procedures and escalation routes. We will work through a breakdown and a maintenance handoff.

Get a Quote