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The Importance of Customer Service

When choosing an in-cab camera vendor, it is important to understand their level of support and customer service. Cameras in your vehicles are an excellent tool when it comes to driver coaching, liability protection, accident prevention, and the ability to run a safer fleet. The investment in this technology does not provide the benefits its intended to do, when the equipment malfunctions, or the availability of your vendor to quickly address issues is not there. Your in-cab camera vendor is an important partner to your fleet management, and it’s important to choose someone that will be there for you when it matters. There are several ways our V-Track Video platform separates itself from others on the product support side.

  1. Installation Team
    Velocitor has an in-house installation team for equipment installs in your truck. We always use our own employees who have been trained on our equipment, have intimate familiarity with the different vehicle types, and follow strict procedures in ensuring the equipment is correctly installed. We never use third party contractors or installation teams and can always guarantee, and the install was professionally performed, tested, and works correctly to the system specification.
  2. V-Track Proactive Team
    Our V-Track Proactive Team is responsible for ensuring the health and functionality of the installed equipment. They constantly monitor all devices across our customer base and proactively reach out to see why a camera or telematics system may not be properly operating. Often the vehicle may be out of commission or going through a maintenance cycle, however if there is equipment malfunction, we address it proactively.
  3. V-Track Video Review
    We have an in-house video review team that is responsible for monitoring video events. We look for false alerts, incorrect data, and help with making adjustments to the system to make sure that when our customers log in, they see relevant alerts instead of data that does not apply. The video review team works twenty-four hours a day, seven days a week to make sure video events are always available to our customers with the highest data quality available.
  4. Support Service Availability
    Our technical support team is available around the clock and is always staffed by our employees. We never rely on third party call centers, answering services and never offshore our customer support. Every support agent is intimately trained on our V-Track system, our mobile applications, the hardware functionality, and the use case of the system for each customer. We constantly monitor our support statistics to ensure that help on the system is available twenty-four hours a day, seven days a week, three hundred sixty-five days a year via a phone call and/or support chat.

When choosing a fleet management vendor with in-cab cameras, it is important to look at how the company will support you throughout the life cycle of the product. We are constantly working around the clock to make sure we are here for our customers and become an essential partner in supporting you.

Please contact us for more information on V-Track with V-Track Video. We would be happy to share our experience and demonstrate our extensive capability.

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