Your Competition is Focusing on Customer Experience

Are You?

Customer experience is climbing the priority ladder for many field service businesses – the importance of creating a great experience and brand loyalty has never been more important. With the rise of social media and online reviews, word of mouth travels faster than ever.

Businesses with mobile workforces like yours are searching for innovative ways to enhance the experience they deliver to their customers to separate themselves from the competition. One of the ways businesses do this is by utilizing GPS tracking data.

Decreasing Customer ETA Windows

Without GPS tracking, are you forced to provide long ETA windows to your customers? It’s something that most of us have faced as consumers ourselves – receiving a long 6-8-hour time window quote. The customer gets frustrated because they are left guessing when your driver will arrive and they end up losing most of their day. Leveraging GPS tracking data to improve the way you dispatch drivers and gain complete visibility over your fleet will allow you to give precise ETAs to your customers – all with the added benefit of eliminating the need to call your drivers repeatedly throughout the day to find out where they are located. If you see a driver is running behind, call your customer to give them an update. Businesses that utilize GPS tracking data in this way are able to shrink their service time windows dramatically and vastly improve their customers’ experience. Having the ability to quickly reference where your drivers are at any given moment and improving your dispatching capability also means you can serve more customers.

Decreasing Customer ETA Windows

Without GPS tracking, are you forced to provide long ETA windows to your customers? It’s something that most of us have faced as consumers ourselves – receiving a long 6-8-hour time window quote. The customer gets frustrated because they are left guessing when your driver will arrive and they end up losing most of their day.

Leveraging GPS tracking data to improve the way you dispatch drivers and gain complete visibility over your fleet will allow you to give precise ETAs to your customers – all with the added benefit of eliminating the need to call your drivers repeatedly throughout the day to find out where they are located. If you see a driver is running behind, call your customer to give them an update. Businesses that utilize GPS tracking data in this way are able to shrink their service time windows dramatically and vastly improve their customers’ experience. Having the ability to quickly reference where your drivers are at any given moment and improving your dispatching capability also means you can serve more customers.

Get to Customer Sites Faster (and more of them)

Service companies seek out a GPS tracking solution when they face challenges such as not dispatching the right vehicle for the job or the closest one. These two components severely impact the number of customers you can serve per day, per week, per month, and so on. These challenges also affect the customer experience. Sending a driver who is across town when you had someone much closer makes for a poor customer experience, or at most, a missed opportunity to wow them by taking care of their service as efficiently as possible. Providing more efficient service means happier customers who will also become more loyal when you provide quick response times during customer emergencies. Not to mention, completing more jobs per day will add revenue to your bottom line.

Accurate and Timely Customer Billing

Without the aid of GPS tracking data, it’s difficult to bill your customers timely and accurately, but also settle billing disputes. How much money have you had to reimburse customers because they claim you didn’t complete the job? There’s no way to accurately dispel that notion and vindicate the driver, or prove what the customer is telling you is true without GPS tracking data.

Service companies that leverage GPS tracking data are now able to bill customers the same day. This not only means that they are paid quicker but providing this to customers greatly improves their experience and your company reputation – something that also creates brand loyalty and repeat business.

Linking GPS Tracking Data to Strategy

These are just a few ways businesses are incorporating GPS tracking data to improve their customers’ experience. In these examples, we have seen how far- reaching the effects of customer experience is and how fragile it can be with one bad moment. GPS tracking data alleviates the stress of making sure that drivers are arriving at customer sites on time, efficiently, and that you are sending the closest and right vehicle for the job. It’s when service companies link GPS tracking data to strategic initiatives, like improving their customer experience, that they see the most success.