Doubling a fleet without doubling the chaos
Processes lived in people’s heads and every new vehicle amplified the exceptions, errors, and cost.
I took on the connected commercial, operating, and stakeholder constraints behind it.
Fleet doubled in under nine months with utilization above 80%
The situation
The team was delivering day-to-day operations while trying to build the foundation for much larger growth.
Critical processes lived in people’s heads. Different locations handled similar situations differently. Employees spent their time fighting fires, leaving very little time to fix the conditions creating them.
What was stuck
- Billing and operating errors were increasing cost and frustration
- Training gaps created avoidable escalations
- Ownership disappeared at cross-functional handoffs
- Core systems were disconnected
- Every increase in volume amplified existing weaknesses
What I diagnosed
The issue was not a lack of effort. People had developed local workarounds to keep the operation moving.
The rebuild needed to reflect real frontline behaviour, not an idealized process designed away from the work.
What I did
- Mapped customer, fleet, billing, and support workflows end to end
- Found the handoffs creating the largest downstream effects
- Built clearer processes, checklists, and knowledge bases
- Connected fleet, invoicing, and communication systems
- Improved training and context for support teams
- Created a living operating playbook that could adapt by market
What changed
- Fleet doubled in under nine months
- Utilization remained consistently above 80%
- Support tickets and resolution time improved
- Employees gained greater clarity and confidence
- The playbook became the foundation for national expansion
Why it worked
Most operators would have started with the process flow. I started with the behaviour inside it: where context was missing, where ownership disappeared, and which workarounds had quietly become the real system.
The process improved because the people using it helped build it.
Making customer experience a cross-functional reality