Case file 19 · Van and truck hire operators
A fallback for when the commercial fleet inquiries form fails
A refrigerated van hire firm in Albuquerque, New Mexico: 20 working days from content approval to handover, told by the person who signed it off.
- Client
- Refrigerated van hire firm
- Region
- Albuquerque, New Mexico
- Size
- 7 staff; one locally managed operation
- Timeline
- 20 working days
- Features used
- 4
Where did the project start?
The starting point
The commercial fleet inquiries inquiry route was a single point of failure. A broken form meant a lost customer and nobody the wiser.
The problem it caused
With commercial fleet inquiries, failures were invisible from both sides: customers could not report them, and the team had no test that would reveal them.
What did we change on the site?
An alternative contact route now sits openly on the page, alongside errors that explain themselves and guidance for follow-up messages. A delivery check exercises the real form, including vehicle class, operating area and hire period, to confirm mail reaches its destination.
How long did it take?
20 working days after content approval, including staff review and handover.
Content approved
The refrigerated van hire firm signs off the content and the plan. The working-day count starts here.
Build
An alternative contact route now sits openly on the page, alongside errors that explain themselves and guidance for follow-up messages.
Staff review
The client's own staff check every change on phone and desktop before it is published.
Handover
The change goes live and the team is walked through what is new and who looks after it.
20 working daysWhat changed for the team?
When it comes to commercial fleet inquiries, a bad day is now an inconvenience rather than a lost customer.
If a commercial fleet inquiries request cannot go through, people can see another way to reach us. I am glad it was considered before we needed it.
Hire coordinator, refrigerated van hire firm
Albuquerque, New Mexico
Want the same result for your van and truck hire operators desk?
A 30-minute demo, on your screen, of this work with your vehicle classes and depots. Plans from $127 a month.
Questions about this case study
How long did this project take?
20 working days after content approval, including staff review and handover. The count starts when the client approves the content, so time spent gathering material beforehand is not included.
What did the project include?
An alternative contact route now sits openly on the page, alongside errors that explain themselves and guidance for follow-up messages. A delivery check exercises the real form, including vehicle class, operating area and hire period, to confirm mail reaches its destination. It used alternative contact method, useful failure message, form delivery check, staff escalation contact.
Who is the client?
A refrigerated van hire firm in Albuquerque, New Mexico (7 staff; one locally managed operation). The business is described by type rather than by name at its request. The quote on this page is from Sheila Chadwick, hire coordinator, and is used with permission.
Would the same work fit a van and truck hire operator like ours?
Usually, yes. This kind of work is part of every plan rather than a separate project: plans start from $127 a month with a $697 build fee invoiced after launch and 5 revisions a month included. A demo shows what it would look like with your own vehicle classes and depots.
Open a case file of your own
Live in 7 days on Manifest, 5 revisions a month included, and the $697 build fee invoiced only after you approve the site.
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