Whether they're a project manager on a construction site, or someone waiting at home for an electrician to turn up, delivering a positive customer experience is vital to building loyalty. GPS fleet management provides comprehensive data that can be used to increase visibility. Integrating telematics with your existing systems and applications will help you to provide exceptional customer service by minimising delays and escalating issues.
Here are three ways custom GPS integrations will improve the customer experience and build trust in your business:
1. Increased visibility
Integrating GPS fleet management with your customer-facing applications will provide greater visibility into product deliveries and service schedules. Whether your customers are waiting for couriers, plumbers or even takeaway orders, knowing exactly when to expect a delivery ensures a seamless, positive experience. In the past, the service industry has scheduled appointments in half-day windows that leave frustrated customers waiting around, unable to plan their day. By integrating GPS tracking, you can provide much more accurate arrival times and provide regular updates on the driver's whereabouts. Access to this information is also crucial for B2B businesses that are delivering important documents or packages to clients. Allow them to track the entire shipping process, with status updates along the way and a final proof of delivery for their records. With this real-time data, you can bill your customer or client as soon as delivery has been made, generating revenue more quickly. This also gives your customer peace of mind, as they'll have accurate and up to date visibility into the costs they've incurred.
2. Solve issues quickly
The reports generated by GPS fleet management provide comprehensive information that's useful for customers including departure and arrival times, driver details, travel duration, route taken and more. This builds trust in your business and makes it easy to deal with any queries because you'll have clear references. Integrating telematics with your freight management systems also allows you to provide better customer service. Now you can schedule your jobs more efficiently, with access to real-time data that allows you to optimise your delivery routes and provide faster service to customers while reducing petrol costs. In the event of any issues, your drivers can communicate directly with the dispatcher so the customer is notified immediately. For example, if a courier delivers a package to a customer but they're not home, they'll receive a notification and request to arrange another delivery. This saves them from going out of their way to collect it, or waiting for a delivery that's already been returned to sender.
3. Fault Alerts
Telematics isn't just about tracking drivers on the road. Whether you're managing vehicles, assets or machinery, it's important both you and your customer know they're safe and reliable for use. Telematics can provide critical information to your existing systems by measuring key elements including coolant temperature, and oil pressure, even down to CAN fault codes to ensure everything is working correctly. If there's an issue the system can be configured to escalate these alerts so you can act accordingly. For customer projects that are reliant on particular machinery, you don't want to hold off until the machine is inoperable before fixing an issue. By this point, waiting on a supplier or engineer could significantly delay the project. Being alerted to any potential faults early on will mean you can arrange a service for the machine and increase uptime, ensuring that the machinery isn't damaged and scheduled customer projects are delivered as planned.
No matter what industry you're in, ensuring your customers have a positive experience is crucial to success. Provide your customers with visibility into the location of your drivers and the status of any issues, so they're informed every step of the way. Respond quickly and efficiently to any issues and prevent delays or miscommunication. Giving your customers access to this important information will ultimately build trust and loyalty with your business.
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