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Convenient Features but Customer Tech Support Could be Improved
June 30, 2023

Convenient Features but Customer Tech Support Could be Improved

Lauren Hough | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Motive

We use Motive primarily to track drivers in real time, pull mileage reports, review logs, etc. There are many more features Motive offers than we even use and there are some features that don't necessarily apply to us because currently all drivers are non-CDL. It is also useful when trucks have an engine code that needs to be addressed and to keep track of how many hours drivers are idling and their fuel levels. Our drivers are on top of their safety and what they need to do, but it's nice to be able to keep track of the back end from the office.
  • Easy to get in touch with someone on live chat
  • Many reports to run to track all the driver information
  • Allows fairly accurate live tracking
  • Once you get someone on the live chat, they are not as helpful as I'd like, usually I just get a link to an instruction sheet that may or may not help my issue.
  • I wish the mileage reports updated faster but understand with the amount of data being processed why it takes longer.
  • I requested some more stickers to replace the old battered ones on our trucks and was told I would be charged over $30 just to mail out stickers which was ridiculous. There should be a way to send flat mail like that cheaply.
  • It has made tracking miles easier.
  • Love the live tracking feature.
  • Like that I can keep an eye on driver speed, and fuel and def levels.
Support is super easy to get a hold of via the live chat feature, which is convenient; however, the helpfulness of the person I get on the live chat very much varies but for the majority of the people I get, I am usually sent links to different self help pages on the Motive website. So, support isn't unhelpful, but it could be better. However, we have a new account rep who has really been going above and beyond to help us out in the last couple of months.
There are a lot of features Motive offers that we don't really use, such as the fuel card and load board. We are not a big enough organization to necessarily reap all the benefits of those things. It would be nice if there were some features or reports that were geared toward hotshot trucking, not just CDL Hotshot and semi.
For the most part, I personally have not had many connectivity issues with Motive. There has been an instance once or twice where the system is down but it was back up in a reasonable amount of time. My driver has more connectivity issues with the app, but it could be the cellphone service provider more than the Motive equipment.
To be honest, this is the ELD we started with and we haven't tried any others in our 2 years so I cannot say how it would stack up.

Do you think Motive delivers good value for the price?

Yes

Are you happy with Motive's feature set?

Yes

Did Motive live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Motive go as expected?

Yes

Would you buy Motive again?

Yes

Overall Motive makes running a trucking company a little easier and smoother, my biggest complaint is that the customer service is not always the best and my driver has disconnection and service issues with the ELD itself. His ELD frequently disconnects from the app and he will have unclaimed trips which he really finds disruptive and inconvenient. It would just be nice to speak with someone who could actually direct me when I have an issue vs just referring me to a link in their self-help section.