We can not express enough the importance of having confidence in your carrier. You need to know that when you ship with us your load will be handled with care and deliviered on time. What better way to gain that confidence than by giving you direct access to track your load. With our online customer tools, you can log in and see exactly where your load is and gain the peace of mind that everything is right where it needs to be.
GPS tracking is only one aspect of our customer tools, but it is an aspect that provides great confidence to our customers. It can also lead to many other great benefits such as improved customer service, relations, and can even help lower costs for your customers.
Robert J. Hall, president of Track Your Tuck has a lot to say about the benefits of GPS tracking:
How happy are your customers with the services you offer? If you are struggling to get repeat business, or simply want to know that your customers are fully satisfied, fleet tracking systems can help significantly. Here are some ways that a fleet tracking system can help improve your customer service.
Give Customers Real-Time Updates
How many times have you had to take half a day off work to wait for the cable repairman or plumber? Did it make you feel excited about working with that company again in the future? Probably not.
Three to four-hour arrival windows are simply not a great way to make people happy. No one wants to be waiting for a delivery or service call for hours on end. Yet, you know how work in the field goes, and sometimes you can't give customers an exact time that your technician or representative will be at their location. GPS fleet tracking gives you the ability to provide your customer with real-time information about your arrival time. If you know that your driver will be an hour late because of a hang-up at a stop, you can give this information to the customer, and he or she can fill that time productively.
Being proactive in providing customers with delivery or service call arrival information, you give your customers a better overall experience. When they need what you offer again in the future, they will remember your company positively.
Faster Arrival Improves Customer Service
In addition to giving more accurate, up-to-date arrival times, you will be able to get your workers to your customers more quickly when you have GPS tracking capabilities. When a customer has an emergency and calls you for service, you can look in your tracking program and find the closest employee. Then, you can contact employees to see how long they will be at their current job, and send them in a timely manner. If the closest technician won't be available for a while, you can use the system to find the next closest and send him or her instead.
Once the technician is on the road, use the fleet tracking system's routing services to send him or her on the best possible path to the customer's location. Depending on traffic and other delays, this may not be the most direct route. With fleet tracking, you can avoid delays and have a faster arrival time to your customer who is facing an emergency.
Reduce Disputes Between Customers and Employees
When you have fleet tracking technology installed on your company vehicles, you will know where your vehicles are at all times. This means that you will have a way to verify the number of hours your employee was at the customer's location. If your customer has a question about the amount of time billed, you will have an accurate record you can turn to that shows how long your technician or employee was on site. This, then, eliminates the temptation for employees to pad the bill for time they were not at the location. Accurate billing backed by proof will increase your customers' overall satisfaction with your service.
Lowered Costs Can Be Passed on to Customers
Fleet tracking has been proven repeatedly to lower costs for the fleets that use it well. This does not directly affect your customers, but it can if you choose to pass those savings on to your customers. If you can effectively lower your overhead, and then lower your prices without reducing your income, you will find that your customers are happier with the services they receive from you. After all, everyone wants to save a little money, right?
Improve Your Company's Reputation
If your company is driving marked vehicles, and your drivers are using unsafe driving practices, your reputation in the community is suffering. However, once your drivers leave the office or garage, you have little control over their behaviors. Fleet tracking gives you the tools to track driver behavior, so you can put a stop to unsafe driving practices. Improving your company's reputation will help make your customer service more effective, because your customers will have a positive idea about your company in mind before you even arrive.
Exceeding customers' expectations with every visit is one of the most effective ways to grow your business. Fleet tracking technology is one tool you can use to do this well.
Author bio: Robert J. Hall is President of Track Your Truck, a leader in GPS vehicle satellite tracking devices and software for small and mid-sized companies.