These days, customer experience can make or break a business. It isn’t enough to get the job done, people expect exceptional treatment and can take to social media in an instant to express their dissatisfaction with anything less.
Developing an enduring relationship with your customers rests on your ability to provide a fast, efficient and transparent experience. You need to provide employees with the tools to communicate clearly, deliver a reliable service and get from A to B as quickly as possible without compromising safety.
Unfortunately, once your drivers are out on the road, they’re an unknown quantity. There’s nothing more frustrating for customers than being left in the dark about when their product or service will turn up This is only made worse when they call a customer service representative who has no more insight than they do.
Installing GPS fleet tracking technology in your service vehicles not only allows you to pinpoint every driver on a map but gives you the insights you need to exceed customer expectations. Here are four ways you can use GPS tracking data to improve your customer service.
Calculate the best route to reach each of your customers by combining real-time vehicle locations with data on obstacles like traffic congestion and speed restrictions. This means less time on the road and more time with customers. The time saved allows you to improve your service offering by extending ordering windows and cut-off times or giving you more flexibility to meet customer needs. For example, if a customer requests a specific time for a technician to arrive, or can’t accept deliveries during certain timeframes, you can take this into account and map the most relevant route for the driver.
Keeping an eye on driver location gives you the opportunity to deliver a transparent and informative experience for your customers. For example, Domino’s uses a GPS tracker to allow customers to follow their pizza delivery from store to door using the website or a mobile app. They know exactly where their driver is at any given time and don’t need to call up a store to check on its status. Even if you don’t have a customer-facing platform, better visibility lets you give customers timely updates on jobs in progress and accurately answer enquiries on a driver’s whereabouts.
A real-time view of your drivers is highly valuable when it comes to organising daily workflow. Knowing where all your drivers are means you can respond to customer requests and schedule jobs more effectively. When a last-minute job request comes through, you can look for an available driver close by and send the route information to their in-vehicle display, so they can be on their way immediately. Once the job has been completed, you can send a proof of delivery to your invoice system so customers receive their bill straight away and don’t need to chase you up.
The insights you gather from fleet-tracking data can be used to drive future decision-making and identify pain points that are contributing to a poor customer experience. For example, if you’re managing a fleet of electricians you’re probably interested in how long they’re spending on each job site, while a shipping company will want to understand how many deliveries are being completed after leaving the depot. Once you’ve recognised an issue, such as lengthy wait times, you can put policies or processes in place to make sure your customers’ needs are being met.
Going above and beyond customer expectations will cement your good reputation, generate repeat business and drive new customer referrals. To provide the best possible experience, you need to be fast and efficient, giving customers full visibility into arrival times, billing and delays. Clear communication based on real data will win them over, while also streamlining internal workflows.
For more tips on how you can use telematics to improve customer service in your business, read our Connecting The Dots eBook today.