Fleet Complete Customer Service: Expert Guide for Fleet Managers

Overview of Fleet Complete customer service

Fleet Complete is a global telematics and IoT provider serving fleets across North America, Europe and Australia. Their customer service function supports vehicle tracking, asset management, ELD compliance, and mobile workforce solutions; the typical support scope includes device provisioning, cellular SIM management, firmware updates, integration assistance and billing inquiries. For fleet operators, understanding how Fleet Complete structures support — technical tiers, account management, and escalation paths — is critical to reducing downtime and achieving predictable total cost of ownership (TCO).

Practical metrics you should expect: initial acknowledgement for critical incidents commonly occurs within 1–4 hours, standard cases within 24 hours, and targeted resolution windows vary by contract (SLA) from 3 days to 30 days depending on severity and root-cause complexity. Effective use of customer service reduces mean time to repair (MTTR) for site/device faults and can boost system adoption rates by 15–40% during the first 90 days of deployment when combined with structured onboarding and training.

Contact channels, hours and response expectations

Fleet Complete offers multiple contact channels to match problem urgency. Primary channels are phone support, web-based ticketing, and an online knowledge base with articles, video walkthroughs and firmware notes. For administrative tasks — billing, contract changes and account updates — there are often dedicated account management contacts. For technical incidents, support workflows are routed through a centralized ticketing system to ensure reproducibility and attach device logs.

• Channels: phone support during business hours (check fleetcomplete.com/contact for region-specific numbers), 24/7 emergency escalation for mission-critical outages as defined in your contract, online support portal at fleetcomplete.com/support, and email/ticket submissions.
• Expected SLAs: acknowledge critical tickets within 1–4 hours; provide a remediation plan within 24 hours; complete firmware/device replacement within 3–10 business days when parts are in stock. For custom integrations, project timelines commonly extend 4–12 weeks depending on API complexity.

Onboarding, implementation and training

Onboarding with Fleet Complete should be treated as a project with a defined scope, timeline and success metrics. Typical implementations for a mid-size fleet (25–100 vehicles) run 2–6 weeks from kickoff to live operations when device inventory and SIM profiles are pre-approved. Key milestones include hardware receipt and testing, installation scheduling (in-house or third-party installers), configuration of reporting dashboards, driver/user provisioning, and final acceptance testing.

Training is multi-modal: instructor-led sessions (remote or onsite), role-based documentation for fleet admins/drivers, and custom workshops for integrations (ERP, dispatch systems). Effective training reduces support ticket volumes by up to 30% in the first 90 days. You should budget 2–6 hours of admin training and 30–60 minutes of end-user training per driver, plus tailored sessions for IT teams when API integration is planned.

Technical support, SLAs and escalation path

Fleet Complete divides technical support into tiers. Tier 1 handles configuration, basic diagnostics and account-level inquiries. Tier 2 performs deeper root-cause analysis—reading device logs, cellular diagnostics, and coordinating firmware over-the-air (FOTA) updates. Tier 3 involves engineering and product teams for hardware defects, protocol anomalies (CAN/OBD-II), and custom API fixes. For enterprise customers, a named account manager or technical account manager (TAM) is often assigned to oversee escalations and periodic health reviews.

• Escalation steps: (1) open ticket via portal with VIN/IMEI and attached logs; (2) Tier 1 triage within SLA; (3) Tier 2 diagnostics including remote session and data pulls; (4) on-site or RMA for hardware failure if required; (5) engineering escalation for systemic or integration defects. Document each step with timestamps to support SLA claims.

Pricing, billing and cost management

Pricing for Fleet Complete services typically separates hardware and recurring subscription fees. Device purchase prices for common OBD-II and GNSS trackers span roughly $99–$249 per unit depending on model and features (video, temperature sensors, CAN decoding). Monthly subscriptions range between $10–$45 per vehicle per month depending on feature set (basic tracking vs. ELD/compliance, driver ID, advanced analytics). Enterprise contracts often include volume discounts; for example, fleets over 250 units commonly negotiate per-unit prices 10–25% below list.

When budgeting, include one-time installation costs (dealer or third-party installer charges commonly $50–$150 per vehicle in North America), SIM activation fees (occasionally $5–$15 per SIM), and potential integration or custom development fees. A sample ROI calculation: for a 50-vehicle fleet paying $25/month per vehicle and $150 per device, total first-year cost ≈ (50 × $150) + (50 × $25 × 12) = $7,500 + $15,000 = $22,500. If telematics reduces fuel and idling by 12% with an annual fuel spend of $200,000, savings are $24,000—exceeding first-year costs.

Best practices to maximize customer service value

To extract maximum value from Fleet Complete customer service: (1) standardize on a single contact and ticketing process and assign an internal support champion; (2) maintain an up-to-date device inventory (IMEI, firmware version, VIN) and attach logs to every ticket; (3) leverage scheduled quarterly health checks with your account manager to surface latent issues before they become outages. These practices reduce back-and-forth cycles and speed resolution.

Also negotiate an SLA and escalation matrix when contracting—get committed response and resolution windows that match your operational risk. Finally, maintain a sandbox/test account for firmware and API testing; this minimizes production risk during upgrades and integrations. For direct resources and the latest regional contact information, consult fleetcomplete.com/support and your regional Fleet Complete office listings on fleetcomplete.com/contact.

Where is fleet complete headquarters?

Toronto, Canada
Fleet Complete is headquartered in Toronto, Canada.

What is fleet complete att?

AT&T Fleet Complete Hub. An advanced fleet management platform to optimize fleet operations, improve public and driver safety, lower insurance premiums and business risks, and protect assets.

How does fleet complete work?

Our AI-powered fleet dash camera uses video data, fleet data, computer vision, and AI technology to monitor driver behavior and offer in-cab driver coaching. GPS fleet/asset trackers and ELD solutions use telematics and mobile apps for enhanced connectivity and compliance reporting.

Who bought Fleet Complete?

Powerfleet
Powerfleet acquired Fleet Complete – Clairfield.

How much is AT&T fleet complete?

Pricing: Requires AT&T Fleet Complete WiFi 2GO unlimited data plan ($25/month/line) and AT&T Fleet Complete Standard ($10/mo./line) or Advanced ($18/mo./line) telematics on 36-month service agreement, and FTxw data device for each line ($98 at point of sale, or $180 on 36-month installment agreement).

How do I contact fleet complete?

FC will using commercially reasonable efforts respond to the Client within four (4) hours for After Hours support when the Client calls 1-800-220-0779 during After Hours.