Item: Verizon Connect
Rating: 4
Author: Verified User

Overall Satisfaction with Verizon Connect

Use Cases and Deployment Scope

Our company used Verizon Connected for their live map & asset tracking abilities along with satisfying the legal requirement for commercial vehicles to be equipped with electronic logs. We used this program mostly within the Logistics office to help with routing and customer delivery, but at times we would branch it out and use it in our Customer Service Department to communicate delivery times with customers.

Pros and Cons

Pros

Fleet visibility--a very user-friendly map to display trucks.
Reporting is management friendly. Data comes in a very usable format.
Fleet maintenance can be tracked within the program, which is helpful for route ROI.

Cons

Contractor install is very cumbersome, inconvenient, and causes downtime.
Tracking had lots of unexplained glitches, thousands of miles added and lost to various trucks out of nowhere.
Customer Service is quick to "open a case" on any issues, but lacks follow-up and solutions.
Lots of problems are "sent to development."

Return on Investment

Increased customer service ability with better ETA on questioned deliveries
Average truck downtime was 5 days, waiting for service technicians to show up.
DOT/FMCSA Fines for driver app not properly transferring log

Alternatives Considered

Below are the 5 options, in ranked order, we looked at in the process of outfitting our fleet with electronic logs.
1. Verizon Connect
1a. Samsara - We ended up switching to Samsara from Verizon due to poor service and multiple customer service issues leading to DOT/FMCSA audits & investigations.
2. Omnitracs
3. Keep Truckin'
4. People Net
5. EROAD Ehubo ELD

Support Rating

Overall, the agents employed by Verizon Connect were wonderful to talk to, very friendly, and started to feel more like co-workers than a contractor's customer service line. There lies the biggest issue we had with the customer service, the frequency that we had to be in contact with them. We would average 12-15 calls a week to the customer service line. After spending an average of 13:47 on hold for each call, 60% of issues that were needing to be discussed would be able to be resolved and would need to be "sent to development," with no solution or update to be heard.

Key Insights

Do you think Verizon Connect delivers good value for the price?

Are you happy with Verizon Connect's feature set?

Yes

Did Verizon Connect live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verizon Connect go as expected?

Would you buy Verizon Connect again?

Other Software Used

Samsara for Fleets, Microsoft Office 2016, Apple iCloud

Likelihood to Recommend

We had success using Verizon Connect for situations when customers called asking about the status of their delivery truck. We were able to find the truck, and figure from its current position a rough estimate of ETA for the customer.

We also had attempted to use it to help with IFTA mileage reporting, however, due to the inconsistency of mileage reporting, it was not able to be used. We would be charged with miles in states that were thousands of miles away that we do not have customers in, and conversely, we would not be charged with miles we have warehouses in. There was no reliability for this report, so trying to use it for government tax reporting was not acceptable.

Comments

Please log in to join the conversation

Verizon Connect Truck Tracking - Can You Find My Truck Now?