As a field service company, it’s important to always look for ways to improve customer service. When you’re able to create and maintain strong customer relationships, securing repeat business becomes far more likely. Today, a phone call to hire a competitor is only a Google search away. For customers, having to wait on late technicians or guess when they will show up can make or break their willingness to hire your company in the future. In fact, when asked how late is too late in a recent industry survey, 67 percent of customers responded that if a tech doesn’t show up after an hour or more, they will not rehire that company. Another survey found that the notorious 8-hour appointment window is one of the biggest pain points.
Scheduling, routing and dispatching software with GPS-enabled capabilities can help your company provide a better service to your customer by increasing transparency and enhancing communication. Moreover, businesses using GPS-enabled field service management software find it to be a “win-win” because it serves to improve customer satisfaction while also helping them conduct business more efficiently. Below, I’ll go over some of the best ways that GPS-enabled service management software can help your company deliver superior customer service.
Reduced Drive Times and Appointment Windows
It can be a challenge to track the many aspects of your business’ field operations effectively. However, with GPS tracking capabilities, you can tell if a technician may or may not make their arrival time window and give the customer a courtesy call if the technician will be late. This improves punctuality considerably. Additionally, GPS software with dispatching and mapping capabilities enables you to better monitor workers in the field and update jobs based on technician availability. For Smart Air, a Texas-based HVAC service company, implementing GPS-enabled software helped them take their customer service to the next level.
“I don’t have to contact the technician to see if they have time for more jobs,” Smart Air Dispatcher Jean Pickering told Software Advice in an interview. “It is apparent when a job is very long, so adjustments can be made to the schedule accordingly. Having GPS has allowed so much more efficiency and visibility. We don’t know how we survived without it.”
Real-Time Visibility and Route Optimization
Along with reducing drive times and establishing more accurate arrival windows, field service companies can also utilize GPS-enabled software to map out the most effective daily routes for technicians to take based on the location of the job within the region or zone where they are assigned to operate. For example, if a worker has four jobs to complete in a day, the jobs may be prioritized based on the most efficient route to get to all four. While the schedule is generated, the system takes into account typical traffic patterns to help prevent technicians from having to sit through unreasonable amounts of traffic while trying to get to their first job. This helps maximize the amount of jobs that can be completed in a day.
Reduced Fuel Cost and a Sustainable Selling Point
With GPS software, you can utilize the map view to minimize the amount of miles your technicians have to drive. You can also assign costs to jobs more accurately based on how much travel is required to get to them. For example, after you accumulate a month or two of service calls, you may start to see natural clusters form. Based on these clusters, you can establish zone billing to reduce trip charges for the customers in close proximity and higher costs for the jobs that will require more travel per billable hour. Moreover, your technicians may be able to cover multiple work orders in a single trip if you combine their single-trip job sites into a compound route. This works especially well when you know you’ll have numerous non-emergency work orders in the same region.
Every business is feeling some pressure to reduce its carbon footprint and adopt “green” business practices. Reducing fuel costs and increasing travel efficiency won’t just help your company become more profitable and deliver better customer service, it can also be used as a sustainable selling point to your customers. With the ability to track your fleet, you can put green practices into place and improve your bottom line, while helping to improve the environment. This won’t go unnoticed by your customers. GPS-enabled software gives you unmatched insight into how your vehicles are dispatched and driven so that you have more visibility into how many miles are traveled, which routes are taken and whether or not fuel wasting behaviors are taking place.
GPS Vehicle Tracking with RazorSync
With RazorSync’s GPS tracking functionality, you can know exactly where your trucks and technicians are at any time of the day. Route Optimization helps drivers and dispatchers determine the most direct and efficient route from point A to point B, which saves on both gas and time. Every extra mile traveled by technicians translates into more cost for your business. GPS tracking provides savings and efficiency opportunities on multiple levels.
By reducing mileage, you can reduce costs and greenhouse gases that pollute the environment, maintain a green fleet of vehicles, and decrease wear-and-tear to lower maintenance costs. With reduced maintenance costs, you can lower the cost of insurance. In addition to reducing fuel, maintenance, and insurance costs, you can utilize map-view scheduling to concentrate your efforts on a specific region. By reducing logistical complexity, you can bill more jobs in less time.
Reducing service call wait times is a key way field service companies can improve customer satisfaction. When you have real-time visibility into your fleet, you can confirm your worker was there, prove that service was delivered, control unauthorized vehicle use and eliminate call check-ins–and that’s just the beginning. This blog highlights only a few of the ways that GPS tracking can help your company improve customer service and its bottom line. To find out more, visit our features page, start a free trial or request a demo to see the power of RazorSync first-hand.