Improve Customer Service

  • Get vehicles to clients quicker and more efficiently
  • Provide accurate arrival times
  • Choose the best vehicle to send to a client based on availability and distance
  • Provide peace of mind to the client when transporting their goods
  • Feel comfortable creating an “on-time guarantee”
  • Verify that adequate time is being spent on a job-site or completed on time

 

Matt works for a residential air conditioning service company.  He is assigned a number of jobs in the morning when he starts his day.  Because he never knows what he will encounter when he gets to a customer's home, it is always hard for him to know when he will be able to move on to his next job.  He often find that customers are angry when he is later than expected to arrive AND when early because they weren't expecting him.  Often times he is dispatched to an emergency call when he may not have been the closest or the best person to take the call.  Because he never knows when he will receive a call, he never knows the best direction to get from whatever his current location is to the emergency call location.  With Virtual Fleet Supervisor, Matt's company now has a customer service representative (CSR) dedicated to letting customers know ahead of time when to expect their technician.  As a technician finishes, if early or if they know they will be late, they call the office to let the CSR know their status.  The CSR, in turn, calls the client to let them know the technician's status and estimated time of arrival.  If an emergency call comes in, the CSR will choose the best vehicle to dispatch based on distance and job status.  The CSR then sends the directions to the driver to get them there quicker by taking the shortest route.  The technician is happier because the client is not upset, the company becomes productive and profitable because they are able to get more service calls billed, and most importantly, the company provides better customer service to their clients because they are constantly and accurately aware of when to expect service.