Fleet Oversight Q&A: Are You Really Managing Your Vendors, Or Just Hoping for the Best?

This article is based on a recent episode of The Fleet Success Show podcast. Watch the full episode here: 

Q: Is outsourcing M&R a bad idea?

Marc Canton:
Not at all. Outsourcing can be a smart move, but what’s dangerous is when fleets treat vendors like they’ve handed off all responsibility. You still have to manage your fleet, period.

Q: How do FMCs make money? Should I be concerned?

Steve Saltzgiver:
They’re in business to make a profit, just like anyone else. So yes, sometimes they’ll push work early, like brake replacements or duplicate tires—because it benefits their bottom line.

Q: What’s the worst mistake you see fleets make?

Scott Rood:
Assuming the invoice is always right. We’ve seen batteries replaced multiple times in a year. Tires billed that never got swapped. If you’re not auditing, you’re getting burned.

Q: What kind of oversight should I have?

Marc:
Ideally, you have someone (or a team) dedicated to auditing every invoice. That can be internal staff or consultants. But somebody needs to be checking parts, warranties, repeat repairs, you name it.

Q: Shouldn’t my vendor’s software catch warranty work?

Steve:
Not always, and definitely not in your favor. Their FMIS is built for their operations. You need your own fleet maintenance system so you control your data and catch repeat issues.

Q: What’s an SLA and why do I need one?

Scott:
A Service Level Agreement defines expectations, like repair turnaround times, and sets up metrics to measure performance. If your vendor doesn’t hit those metrics, you have leverage. If you don’t have an SLA? Good luck.

Q: What’s one thing every fleet manager should be doing?

Marc:
Auditing low-cost repairs. Everyone focuses on big-ticket items, but it’s the $50 belts and duplicate lightbulbs that bleed your budget over time.

Q: What if my fleet staff doesn’t have wrench-turning experience?

Steve:
Then you need to invest in training, or get help. There’s too much nuance in vehicle maintenance to fake it. At the very least, know what questions to ask.

Q: Can I really rely on my vendor to tell me the truth?

Marc:
They’re probably not lying, they just don’t care about your fleet like you do. They have hundreds of clients. You need someone whose job is to care.

Final Thought?

All three:
Outsourcing maintenance? Fine. Outsourcing fleet management? Never.