Direct ChassisLink Inc. (DCLI)

Industry: Chassis & Container Manufacturing and Support
Fleet Size: ~150 company trucks
Location: Charlotte, North Carolina

“The cards just work. Our drivers can fuel and handle maintenance wherever it makes sense, and I’m no longer dealing with constant calls or problems. It’s been a huge improvement for both the field and the office.”
— Taylor Tom, Fleet Administrator, Direct ChassisLink Inc.

Introduction

For Direct ChassisLink Inc. (DCLI), keeping maintenance and repair teams moving is essential. Their fleet of approximately 150 company trucks supports chassis operations across terminals and metro areas, where uptime, speed, and flexibility directly impact productivity.

Before RoadFlex, fuel and maintenance purchasing was a constant source of disruption. Drivers depended on a limited fuel card network that appeared functional on paper but frequently failed at the point of sale. Even in major markets like Chicago, technicians were often restricted to one or two approved service locations, and those locations did not always work as expected.

“When the card didn’t go through, I’d get a call while the driver was standing at the counter,” said Taylor Tom, Fleet Administrator at DCLI. “It created panic for them and a scramble on our end.”

Inside the office, Tom spent significant time checking approved locations, calling support lines, and troubleshooting declines, all while drivers waited. The friction slowed maintenance, frustrated technicians, and pulled attention away from core fleet operations.

Those recurring problems led DCLI to look for a more reliable, flexible solution, which brought them to RoadFlex.

The Challenge

Fueling and maintenance issues affected both the field and the back office on a regular basis.

Drivers often arrived at service locations that were listed as approved, only to have transactions declined. When that happened, the only option was calling a 1-800 support number, delaying service while a technician waited on hold. Even after Tom had confirmed locations ahead of time, failures were common.

“That was the hardest part,” Tom explained. “You tell them it should work, and then it doesn’t.”

These challenges created several downstream issues:

• Technicians lost time traveling to limited approved locations
• Maintenance was delayed while declines were resolved
• Drivers became hesitant and frustrated at the point of sale
• Administrative workload increased due to constant exception handling

In addition, the legacy card program offered limited controls and visibility. There were few alerts for unusual transactions, minimal fraud protection, and no transaction rebates, which was a concern for accounting and purchasing teams.

The overall system was reactive, rigid, and inefficient for a fleet that needed flexibility to operate effectively.

The Solution

DCLI selected RoadFlex to remove network limitations and simplify purchasing for both drivers and administrators.

The Visa-based RoadFlex card immediately eliminated acceptance issues. Drivers could fuel and handle vehicle-related maintenance anywhere Visa was accepted, without checking locations or calling ahead.

“That made our maintenance and repair team extremely happy,” Tom said. “As long as the place takes Visa, they’re good to go.”

RoadFlex also gave Tom far more control over how cards were used. Spend categories could be precisely configured, allowing fuel and vehicle maintenance while keeping all other purchases locked down. This flexibility allowed DCLI to give drivers freedom without sacrificing control.

From an administrative standpoint, the RoadFlex dashboard provided real-time visibility into transactions, declines, and exceptions.

“If someone calls saying their card isn’t working, I can see it instantly,” Tom explained. “I don’t need card numbers or details. I can tell what happened and fix it right away.”

Customer support was another major difference. Instead of routing issues through a generic call center, RoadFlex support responded quickly and proactively, often identifying and resolving declines before they became bigger problems.

Key improvements with RoadFlex included:

• Universal Visa acceptance for fuel and vehicle maintenance
• Granular spend controls tailored to DCLI’s policies
• Real-time transaction visibility and faster troubleshooting
• Responsive, hands-on customer support
• A simple rollout that required minimal change for drivers

The Results

Fueling and maintenance reliability improved immediately after switching to RoadFlex. Drivers stopped calling about declines, and Tom noticed the change right away.

“The less I hear from them, the better,” she said. “That means everything is working.”

Technicians now handle oil changes, windshield replacements, and routine service at convenient locations along their routes, instead of traveling outside their areas to find an approved vendor. This reduced downtime and helped drivers get back to work faster.

Administrative workload also dropped significantly. With fewer exceptions and clear real-time visibility, Tom spends less time reacting to problems and more time managing the program proactively.

RoadFlex also improved financial outcomes. DCLI began earning transaction rebates they were not receiving before, creating savings without changing purchasing behavior.

“We were already making these transactions,” Tom said. “Now we get something back for them.”

Conclusion

RoadFlex gave Direct ChassisLink Inc. the flexibility, control, and reliability their distributed fleet needed. Drivers can fuel and service vehicles without interruption, administrators have real-time visibility and control, and support is available when issues arise.

By eliminating network limitations and reducing day-to-day friction, RoadFlex helped DCLI move from reactive card management to a system that supports both field productivity and back-office efficiency.

As Tom summarized, the combination of dependable acceptance, flexible controls, and responsive customer service has made RoadFlex a clear improvement for the entire operation.