Your Competition Is Focusing On Customer Experience. Are You?

By Lance Holt, GPS Insight

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.