When Compucom began reevaluating its fleet operations, the company was facing several operational challenges that were slowing efficiency and creating unnecessary administrative burden.
Compucom, a nationwide IT infrastructure company, relies on its fleet to support technicians servicing networking systems, fiber optic infrastructure, security technology, and point-of-sale equipment across the country.
But according to Fleet Manager Ken Martin, the previous fleet management provider lacked the responsiveness and support needed to keep operations running efficiently.
“We felt that we weren’t getting the customer service that we were promised,” Martin said.
Response times from the previous provider could take several days, vehicle ordering timelines stretched for months, and licensing and registration management created ongoing frustration for the fleet team.
Compucom needed a more responsive, consultative fleet management partner that could help improve operational efficiency, simplify day-to-day management, and keep vehicles on the road.
That led the company to transition to Merchants Fleet in late 2025.
Faster Response Times and More Personalized Support
For Martin, one of the biggest differences was the level of communication and responsiveness his team received after switching to Merchants.
“With Merchants, it’s within 30 minutes to an hour,” Martin said when describing response times.
Compared to waiting several days for answers from the previous provider, the faster communication allowed Compucom to make quicker decisions and resolve operational issues more efficiently.
“Merchants treated us more like a family,” Martin explained.
That high-touch service model aligns with Merchants Fleet’s broader client experience strategy, which emphasizes dedicated support, proactive communication, and consultative fleet guidance.
Accelerating Vehicle Ordering and Delivery Timelines
Compucom also saw major improvements in vehicle ordering and deployment speed with Merchants Fleet.
Previously, vehicle orders placed in November did not begin arriving at dealerships until April, with some vehicles not reaching technicians until late summer. Now with Merchants Fleet, vehicles ordered in early October began arriving by December and moved through upfitting significantly faster.
Compared to the previous provider, Compucom reduced vehicle ordering and deployment timelines by approximately 180 days.
The improved coordination between ordering, delivery, licensing, and upfitting helped Compucom get vehicles into service faster and reduce delays that previously impacted operations.
Martin also pointed to registration and licensing support as a major operational improvement. Previously, Compucom frequently dealt with temporary tag expirations, delayed registration processing, and limited visibility into licensing status. In some cases, vehicles delivered more than a year earlier were still waiting for permanent plates, creating additional administrative work and ongoing follow-up for the fleet team.
With Merchants, vehicles arrived fully plated, road-ready, and ready for deployment immediately upon delivery.
For Martin, the difference eliminated a recurring operational burden that had previously required constant manual tracking and follow-up, while helping technicians get vehicles into service faster.
Improving Maintenance Turnaround and Reducing Downtime
Keeping vehicles operational and minimizing downtime is one of the most important priorities for any fleet operation.
“The biggest part of fleet is trying to keep your vehicles optimized,” Martin explained. “You have to increase your uptime and decrease downtime.”
Using Merchants Fleet maintenance and Auto Integrate workflow, Compucom improved maintenance approval speed and repair turnaround times.
“I’ve seen probably a 30 to 40% faster turnaround in getting maintenance approved,” Martin said.
Faster approvals helped reduce repair delays, minimize time spent waiting on service decisions, and keep vehicles on the road longer.
For a fleet managed by a single fleet manager, those operational efficiencies created meaningful time savings while reducing administrative complexity.
Consolidating Telematics into One Unified Platform
Before working with Merchants Fleet, Compucom managed multiple OEM telematics platforms separately across different vehicle manufacturers.
That meant switching between systems, managing multiple invoices, and navigating fragmented fleet visibility.
Using Merchants Fleet TotalConnect, Compucom consolidated telematics into a single platform that integrates directly with OEM vehicle systems.
“With Merchants Fleet TotalConnect, I don’t have to deal with multiple platforms and I don’t have to deal with two invoices,” Martin said. “I’ve got one invoice, one platform, and it’s all together in one.”
Because the system integrates directly with OEM telematics, Compucom was able to onboard vehicles without installing additional hardware.
The result was a simpler and more streamlined fleet management experience that improved operational visibility while reducing day-to-day complexity.
Building a More Strategic Fleet Partnership
For Compucom, the transition to Merchants Fleet was about more than improving individual workflows. It was about finding a fleet management partner that could operate as an extension of the business.
“They are more of a strategic partnership,” Martin said.
Today, faster support, improved operational coordination, streamlined telematics, and quicker maintenance approvals are helping Compucom reduce administrative burden, improve uptime, and operate more efficiently across its nationwide fleet.
The experience reflects a broader shift happening across the fleet industry. Organizations are increasingly looking for fleet management partners that combine technology, responsiveness, and consultative support to help them adapt quickly and operate more effectively in a changing environment.