Installation Projects

Have you ever wondered why so many Fleet Management project installation projects are turning out to be a big nightmare for the vendor and the customer?

Why is it that such projects always take longer than expected? And what does this mean to your business and customer satisfaction?

Poor Management of Customer Expectations without Alignment

Whether the installation is about a 3-Wire Simple Install, a more advanced Tacho/FMS/CAN-Bus-Integration, TPMS, Reefer etc. the customer operational planning team needs to be made aware that this is never a plug-and-play project. Each vehicle is different (brand, make, year, config, etc.), details about the individual vehicles are hardly ever available or are misleading, so hiccups during the installation process are very common.

Therefore, the planning of the vehicles requires enough buffer time and an all-party commitment.

Underestimating the Complexity of the whole Installation Process and its Execution

Once the decision has been taken to use professional fleet management solutions, the implementation planning for the fleet must start early. Are all to be installed device at the right location? Is the fleet operation aware of the need to provide vehicles along with a certain schedule? Where and when will the installation take place? What about other vital basics like shelter, light, power supply etc. Who is the local responsible contact person and who has the keys to the facility and access the vehicles? Are they planning for workshop installs or On-Site-Field installs or a mix of both?

An experienced Project Management Team will need to create the plan and integrate all parties, the provider, the customer and the installer. This is a must have requirement to tackle all aspects and successfully finish such projects, especially on projects with multiple locations and/or international footprint.

Technical Support towards the Installer Organizations

Why do so many FMS vendors expect installers to anticipate the specifics of their products? Even the most experienced installers will not be aware of all the details. There is a risk of misjudgment and this might lead to problems during the installation, or even worse during the operation of the vehicle. Revisiting a vehicle for another service call because of bad instructions is a nightmare for customers, installer and vendors as it produces additional costs. ’First-time right’ has to be the principle, so it is in the best interests of the vendor to provide the installer with the right set of instruction manuals incl. pictures, videos, and ideally for each possible vehicle. In international projects, this also requires the translation of such instructions into the local language.

There are best practices in the industry, proven procedures to document and verify the device installation. Do you have detailed documentation for all products and services incl. instructive Youtube videos? …and in how many languages? Do you have easy-to-understand FAQs? What is your verification method for successful installation? Is the mobile installer APP available in all markets and in local languages? How easy is it to use? How long does the process take?

If the local installer is not well prepared / supported by the TMS provider in the field, chances are high that the installation process will develop problems and might fail.

Neglecting After Sales Support towards the Customer

Many FMS service providers have a clear split between sales and the after-sales organization. The after sales organization needs to have a clear picture about the operational profile of the customer to understand the requirements for solid installation scenario planning. Vehicles that are constantly travelling between customers / depots require a different approach than a fleet that is pretty stationary. Which solution has been sold to the customer and is the customer aware about the installation requirements? Who is the lead project manager at the customer with the power of decision making? If the customer is asked to organize the installation using his/her own initiative, who will remind the customer about the need to install? Revenue recognition is at stake if this process takes too long. Who will help the customer to start using the solution and how to support the initial period to become familiar with the solution?
Anticipate challenges that most customers have when they start using the new products and services. Help them to overcome those initial days by providing pro-active support.

Managing Cultural Differences and Challenges

Different organizations, different countries typically have different business habits. More often than not, misunderstandings are jeopardizing the common goal. Do not take anything for granted just because this is the way your organization works in different countries. Patience and clarification of perceived simple tasks is mandatory. Managing the expectations of all parties involved is too often neglected. Think about using a cultural translator that understands the project, the business habits of the country and the operational interests of all parties involved.
Only a dedicated, experienced project manager will be able to smoothen the edges of a complex installation project.

There are many more challenges to an installation project. With the above list, it should be clear, that just focusing on the physical installation task is only 10% of the required activities. Therefore, while the price charged by the install partner is important, there are many additional tasks that somebody has to manage. This comes with additional internal costs, and the more inexperienced the team is, the higher the risk to run out of time and budget and to jeopardize a successful onboarding of customers.

This article is a part of a series. It is our intention to highlight the many challenges that come along with international installation projects.
IPE Mobility Ltd, provides a holistic approach to tackle all aspect of such a project. Our service will allow for a speedy, cost effective successful implementation of any installation project. Feel free to contact us.