May 08, 2015 / Written by Woody Myers
Late Technicians Can Cost Businesses Two-Thirds of Their Customers

It turns out that customers might not believe in the old adage “better late than never.”  New findings show that companies could never be hired again if they don’t provide technicians, deliveries, or mobile support when they say they’ll be there. A recent report from Software Advice, a place with reviews and information on dispatch software, titled ‘Improve Service Provider Efficiency With GPS-Enabled Dispatch Software’ found 67 percent of consumers will never do business with a company again if the technician is even one hour late.  Joanna Rotter, a content marketing manager for a field service management software provider, could see the down side for both sides.

From a consumer’s perspective, I don’t want to be sitting at home all day waiting for a service company to get there.  That’s a scary thought for a lot of our [clients]: that if they’re not achieving scheduling accuracy, they’re going to lose customers

But being late isn’t the end of the road for a company.  As long as the customer is kept up to date on the changing timetable, they may be more inclined to cut the company some slack.  73 percent are more likely to hire the company again if they receive arrival-time notifications.  To illustrate this, the director of strategic alliances for a service dispatch software provider had another real-world example we could all relate to.

It’s amazing what communication does.  My favorite analogy for it is: Say you’re on an airplane sitting out on the tarmac, and you can’t get to the gate. If the pilot doesn’t say anything to you, all you do is go nuts — whereas if he tells you it’s going to be 20 minutes, you’re much more accepting.

The right GPS Tracking solution can do a lot to help out in this category.  For example, RACO Interactive’s GPS Solution allow dispatchers to create alerts to notify them when a technician is leaving one work-site and moving to the next.  This would allow the dispatcher to call, text, or email the customer and let them know the worker should be arriving shortly.  There’s even an option to share a link with the customer so they can see for themselves exactly where the worker is in real-time.

With GPS tracking, that communication might not be needed as often.  The study also found that an overwhelming majority cite an improvement in this area after adopting a GPS-enabled solution.  A dispatcher for a Texas-based heating, ventilation and air conditioning (HVAC) service company that recently implemented GPS-enabled software said they can now monitor workers in the field more effectively so they can update jobs based on technician availability.

I don’t have to contact the technician to see if they have time for more [jobs].  It is apparent when a [job] is very long, so adjustments can be made to the schedule accordingly. Having GPS has allowed so much more efficiency and visibility. We don’t know how we survived without it.

According to the survey, 90 percent of business operators say the number of work orders completed on time have increased.  So instead of better late than never, GPS Tracking allows companies to stay on time or keep their customers up to date.  That keeps customers happy and keeps them from going to your competition.

For more information on how GPS Tracking can help your organization with getting your workers to the job on-time, call 1-800-446-1991.

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