--- title: "Behind the scenes: How to provide a quality telematics product" description: We interviewed our Director of Product Quality to shed some light on how Masternaut ensures its products and processes are the best a customer can get. image: https://www.masternaut.com/hubfs/Masternaut/Blog/Blog%20Article%20-%20Product%20Quality.png --- [![michelin-logo-bleu](https://www.masternaut.com/hs-fs/hubfs/Michelin_Connected_Fleet/MCF_Spain/MCF_Spain_Website/michelin-logo-blue.png?width=339&height=100&name=michelin-logo-blue.png "michelin-logo-bleu")](https://www.masternaut.com/) [![Request a call-back](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/5281758/69ca3f9b-7e03-4dde-9b8d-eb43cd206d3c.png)](https://hubspot-cta-redirect-eu1-prod.s3.amazonaws.com/cta/redirect/5281758/69ca3f9b-7e03-4dde-9b8d-eb43cd206d3c) [![Login](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/5281758/f2777aed-fde1-4abd-a3d7-f30a3b9a3e2a.png)](https://hubspot-cta-redirect-eu1-prod.s3.amazonaws.com/cta/redirect/5281758/f2777aed-fde1-4abd-a3d7-f30a3b9a3e2a) - English - United Kingdom - [Français](https://www.masternaut.com/fr/) - [Español](https://www.masternaut.com/es/inicio) - [Nederlands](https://www.masternaut.com/nl/) - [Deutsch](https://www.masternaut.com/de/) - [Svenska](https://www.masternaut.com/sv/) - [Italiano](https://www.masternaut.com/it/) - [English - United Kingdom](https://www.masternaut.com/news) - [Français](https://www.masternaut.com/fr/actualites) - Español - [English - United Kingdom](https://www.masternaut.com/events) - [Français](https://www.masternaut.com/fr/nos-evenements) - [Español](https://www.masternaut.com/es/proximos-eventos) - English - United Kingdom - [Français](https://www.masternaut.com/fr/ressources-suivi-de-flotte/) - [Español](https://www.masternaut.com/es/recursos) ![](https://www.masternaut.com/hubfs/Blog/Header%20-%20How%20to%20Provide%20a%20Quality%20Telematics%20Service.png) #### [Blog](https://www.masternaut.com/resources#blog) # Behind the scenes: How to provide a quality telematics product [**](https://www.masternaut.com/blog/product-quality-interview#) [**](https://twitter.com/intent/tweet?text=%20https://www.masternaut.com/blog/product-quality-interview) ** ![Simon Wavish Profile](https://www.masternaut.com/hs-fs/hubfs/Staff%20Photos/Simon%20Wavish%20Profile.png?width=116&name=Simon%20Wavish%20Profile.png) To provide an outstanding product, you need an environment that demands continual improvement. This isn’t only true when releasing something new - it’s also the case for products already in use. What does this mean in the world of telematics? As is becoming increasingly apparent across all industries, the power is in the data. We spoke to Simon Wavish, Director of Product Quality, to understand how his team ensure Masternaut’s products and processes are satisfying customers’ needs. ## **Q: How would you describe your role at Masternaut?** As Director of Product Quality, I have a wide remit to improve all aspects of operations which affect the services we provide. This is everything from our product software and devices, to tools and processes, for example how we collect and assess performance data. ## **Q: What are some of the difficulties of product quality within telematics?** Vehicle telematics is a challenging environment! Some devices require a complex installation with multiple interfaces, which have to be done within the day-to-day challenges of vehicle operation. Vehicles are always on the move and it’s inconvenient - not to mention costly - for customers to take them off the road for product servicing. Given that a high quality of service and performance is one of our core principles, we’ve invested heavily to optimise remote diagnostics, greatly reducing instances when vehicles have to be taken off the road. ![remote-diagnostics-vehicles](https://www.masternaut.com/hs-fs/hubfs/Blog/remote-diagnostics-vehicles.png?width=1541&name=remote-diagnostics-vehicles.png) ## **Q: So how much information are you getting every day from the devices?** Most telematics devices report a basic level of diagnostics to tell you how they’re performing - if only on a very basic level of whether they’re working properly or at fault. However, our M400 device has been developed to report more than 500 different diagnostic metrics every day, covering all aspects of the device’s operation.  This huge amount of data allows us to monitor the device and its environment, but it’s not all we use. It’s combined with processed data reported in the Masternaut Connect platform, thereby representing the full end to end service as experienced by the customer. ## **Q: What are you actually tracking / checking in this data?** All aspects of the device are tracked and reported daily - I won’t list all 500 metrics, but it includes status and activity on all external interfaces, diagnostics from on-board modules such as GSM and GPS, and metrics on the data transferred to and from the device. The range of data, and the ability to combine and cross reference between device and platform metrics, allows us to continuously and accurately check and report on all vehicles within Connect. ## **Q: What happens if you notice a problem?** Daily analytics are run across the Connect fleet and the status of each vehicle is reported. If a potential fault is detected we will attempt to fix it over the air - well over a third of all faults are fixed this way. If this isn't possible then we’ll engage with the customer to investigate the fault further, potentially leading to a service. ## **Q: How do you continue to improve Masternaut’s product quality?** Our quality metrics are constantly reviewed and used to evaluate performance in our product and processes, allowing us to make continuous small, incremental improvements.  Transparency is often key to improvement, so we’re increasingly sharing these performance metrics throughout the company. There are lots of smart people at Masternaut whose questions and ideas can help us continue to enhance our product and ultimately our customers’ experience. ## **Q: Is there a project you’re working on now that really excites you / you think will have a big impact for customers?** We have a big ongoing project where we’re integrating the quality metrics into our CRM system (Salesforce). Making this information available to our customer-facing operations within Salesforce will significantly increase the speed and accuracy of our response to customer issues.  Customer satisfaction is our ultimate goal, and our strong NPS scores are a strong indication that we’re doing a good job. ![](https://www.masternaut.com/hubfs/Masternaut_April2019/Blog/Blog%20/Tom-Brown-150x150.jpg) #### By Tom Brown on Nov 13 2019 A copywriter with a diverse background in marketing, I’ve dabbled in a variety of sectors including retail, education and gaming. But whatever the industry, whatever the format, writing is always about effective communication. In my role at Masternaut as Product Marketing Manager, my aim is to tell our customers about how telematics can improve their fleet management. [Previous Post](https://www.masternaut.com/blog/cornwall-gears-up-for-winter/) | [Next Post](https://www.masternaut.com/blog/cornwall-gears-up-for-winter/) ## Recent Blog Posts ### [Everything you need to know about Fleet Management](https://www.masternaut.com/blog/connected-fleet-management-solutions) Sep 12 2022 The importance of fleet management services and solutions, which allow companies to keep their fleets connected, can be seen all over the world in a ... [Read More](https://www.masternaut.com/blog/connected-fleet-management-solutions) ### [How to Effectively Charge Your Electric Fleet Vehicles](https://www.masternaut.com/blog/how-to-effectively-charge-your-electric-fleet-vehicles) Dec 02 2021 Transitioning to a green fleet is one of the most effective ways companies in the logistics sector can shrink their carbon footprints. However, if ... [Read More](https://www.masternaut.com/blog/how-to-effectively-charge-your-electric-fleet-vehicles) ### [EV Suitability Assessment (EVSA): Your Questions Answered](https://www.masternaut.com/blog/evsa) Nov 03 2021 Sustainability is becoming an increasingly prevalent talking point among fleet managers and the logistics industry as a whole. This means you might ... [Read More](https://www.masternaut.com/blog/evsa) [See All Blog Posts](https://www.masternaut.com/resources#blog/) - Follow us [**l](https://uk.linkedin.com/company/masternaut) - Phone [0113 281 4000](tel:01132814000) Use of this website signifies your agreement to the Terms of Use. © 2026 Masternaut Limited. All Rights Reserved ```json { "@context" : "http://schema.org", "@type" : "Article", "articleBody" : "If you’ve made the decision to invest in telematics, the next step is finding the right partner. With over 50 telematics companies in the UK alone, there’s plenty of choice and many factors to consider. This blog takes a brief look at some of the key criteria to consider when choosing the best telematics provider for your business.

In short, you’ll need to:

    \n
  • Make a list of priorities
    • \n
  • Check vehicle compatibility
    • \n
  • Arrange a product demonstration
    • \n
  • Evaluate the provider’s claims
    • \n
  • Review installation and after care
    • \n
  • Finalise contract terms
    • \n

Outline what you want to achieve with telematics

There’s no such thing as doing too much research. But unless you narrow down what’s most important to your business, you could feel overwhelmed with information. Make a list of priorities that outline what you want to achieve with your telematics system. Is your key goal better fleet visibility or reducing fuel waste and CO2? Also, identify if you require particular services (e.g. an online customer service portal) to ensure the telematics supplier you choose can meet your demands.

Ensure that your vehicles are compatible with the supplier's telematics devices

One of the first questions you need to ask is: will this system work with my fleet? Check vehicle compatibility at an early stage. Promises of efficiency savings and operational improvements count for nothing if your fleet can’t be connected properly. This applies to both device hardware and platform software.

\"best

Seek five star service - check reviews and NPS scores to see how each provider performs.

Ask for a demo

Most companies are good at selling themselves, so make sure you’re confident in their capacity to deliver. Seeing telematics in person can really bring the project to life. Arrange a product demonstration with potential providers to see how it works in practice. Bring a number of your team with you (e.g. operations, IT, HR) to ensure you get a cross-departmental view.

Evaluate every provider's claims

Another way to evaluate their claims is to ask for case studies and certification for important processes like GDPR and ISO certification. Customer reviews about their service and products are typically a good source of truth, as is their industry reputation. If possible, search or ask for their most recent NPS (net promoter score). You could also explore their website and social media to understand how they engage with potential customers.

Review the installation process, customer care and contract terms

Make sure you look beyond the product itself. Implementation can be one of the most difficult aspects of onboarding, so review the installation process. Ask for a detailed deployment plan that works to your timeline. Then, once your solution is up and running, find out what kind of customer care you’ll receive. Do they have a dedicated customer support team or online portal to easily address your queries or problems?

The typical length of a telematics contract is three or more years. It’s important, therefore, to know what your chosen telematics company can offer in the long-term. While you finalise contract terms, get a clear understanding of their business road map: future-thinking companies are better placed to innovate and provide more value for you in the future.

Use our essential telematics guide

Telematics, if done right, can transform the way your fleet operates. However, it might still seem like a daunting task, so we’ve put our 20+ years of experience to good use to create a buyers’ guide that highlights the key questions and most important elements to focus on.

\"TelematicsThe guide is perfect for both new and experienced buyers and features detailed context about the benefits of telematics, the different types of available solutions, and how to choose the right telematics provider.

Download your essential telematics guide to take the next steps and discover:

    \n
  • What telematics is and how it works
    • \n
  • Benefits of telematics for your business
    • \n
  • Different types of telematics solution
    • \n
  • How to choose the right provider
    • \n
  • How to unlock your business potential", "articleSection" : "Blog", "author" : { "@type" : "Person", "name" : "Tom Brown" }, "dateModified" : "2019-02-05", "datePublished" : "2019-07-10", "headline" : "How to choose the best telematics provider for your business", "image" : "https://www.masternaut.com/hubfs/WEBSITE/UK/UK%20-%20Resources/UK%20-%20Blog/Masternaut-Blog-UK-How-to-choose-the-best-telematics-provider-banner.jpg", "mainEntityOfPage" : { "@id" : "https://www.masternaut.com/blog/how-to-choose-the-best-telematics-provider", "@type" : "WebPage" }, "name" : "How to choose the best telematics provider for your business", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.masternaut.com/hs-fs/hubfs/Logos/FINAL%20LOGO%20MN-Michelin%2024June2019/MASTERNAUT-MICHELIN-LOGO-HOR-RGB-W_240619.png?width=1050&name=MASTERNAUT-MICHELIN-LOGO-HOR-RGB-W_240619.png" }, "name" : "Masternaut" }, "url" : "https://www.masternaut.com/blog/how-to-choose-the-best-telematics-provider" } ```