“Our research showed 75 percent of customers would trust FleetHQ more if was operating under the Goodyear brand,” says Jose Martinez, Goodyear commercial business and digital solutions manager. The decision to realign the program as Goodyear Fleet HQ was the result of that survey, and Martinez says early aftermarket results are positive.
Goodyear FleetHQ has 2,200 locations throughout the United States and Canada and is currently providing service solutions for more than 700,000 tires. Martinez says the average downtime of any tire service call within the network is 2 hours, 15 minutes.
The program is operated out of a hub in Fort Smith, Ark. When a fleet customer suffers a tire-related breakdown, they call Goodyear FleetHQ’s headquarters in Fort Smith. The operator inputs the customer’s service information into its nationwide network, and contacts the nearest Goodyear FleetHQ service provider, who immediately dispatches a technician to complete the repair.
In addition to service calls, the Goodyear FleetHQ network allows fleets to track tire wear and life. Fleets simply contact Goodyear requesting a fleet study, and the company dispatches a member of its network to the fleet location to record the wear and overall tire life of each vehicle’s tires. This information is then uploaded to the Goodyear FleetHQ dashboard, which the customer can access for all of its information.
The dashboard also can direct customers to service locations nationwide and includes product information for every commercial tire Goodyear offers.
Martinez says customer feedback since the rebranding has been extremely positive. “Goodyear has 98 percent brand recognition,” he says, so adding that to the FleetHQ offering was a logical step.
For more information, call 1-800-FLEETHQ or go to www.goodyeartrucktires.com.
