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22May2015

Survey on GPS-Enabled Dispatching System

 

GPS- enabled dispatching system is gaining wide popularity because of its performance and profitability to the company. The author of the study, market researcher Justin Guinn answered a few questions about his findings.

Check out some of the fascinating questions asked and its answers

Q: It’s certainly no secret that consumers hate being told they’ll need to wait all day for a technician to show up, but just how devastating that can be to a company’s bottom line was certainly a surprise! Can you tell our readers what your survey revealed about customer attitudes toward arrival estimates, wait times and tardiness, and what that means for in-home service providers?

A: It has become absolutely critical for service providers to implement GPS-enabled dispatching systems. Not only are these systems more accessible than ever, but they are central drivers in overcoming service customers’ greatest pain point: late technicians. Our data shows that 95 percent of businesses see an improvement in technician punctuality after adopting software with GPS capabilities.

Q: It’s certainly no secret that consumers hate being told they’ll need to wait all day for a technician to show up, but just how devastating that can be to a company’s bottom line was certainly a surprise! Can you tell our readers what your survey revealed about customer attitudes toward arrival estimates, wait times and tardiness, and what that means for in-home service providers?

A: Time is a valuable resource in our fast-paced, go-go-go society. This doesn’t bode well for the typical 3-4 hour time windows that are synonymous with service business appointment times. It likewise doesn’t bode well for late technicians who make customers wait idle around their homes. In fact, two-thirds (67 percent) of consumers won’t rehire a company if they’re an hour late to their scheduled appointment. So service businesses need to do all they can to increase scheduling accuracy to assign more realistic times and to increase routing efficiency to get techs from A to B as quick as possible.

This number, 67 percent, is quite staggering for service companies, as it should be. But we did find a temporary fix to lessen the pain of late technicians. If a technician is running late, 73 percent of consumers are more likely to rehire the company if they receive an updated arrival-time notification. This could be an email, text or phone call. Some GPS-enabled dispatching software are able to use geolocation to automate this process, saving valuable customer relationships while keeping drivers eyes on the road and not their phones.

Duration consumers will wait before deciding not to re-hire company

11% 0 – 15 Minutes

25% 16 – 30 Minutes

31% 31 – 60 Minutes

18% 61 – 90 Minutes

7% 91 – 120 Minutes

6% More than 2 Hours

2% would hire again, no matter how late

Q: One of the biggest advantages to GPS-enabled systems seems to be the transparency they create between the driver in the field and the back office, particular in terms of driver behaviour, and sometimes the insights that are gained can be unexpected. Can you tell us about a few, possibly unexpected, benefits of this type of transparency?

A: The transparency these GPS-enabled systems offer can be leveraged in many different ways. For example, back offices can now see in real time where a technician is throughout their day. So now they’ll know if Jim the plumber is completing jobs ahead of schedule and sipping down Slurpees at 7-Eleven instead of picking up more work. Likewise, back offices can now see Jim’s driving habits. Does he speed? Does he accelerate and brake appropriately? Monitoring these factors allow the business to make recommendations to drivers that increase safety and improve fuel costs. In fact, 89 percent of businesses see an improvement in the average fuel cost per work order after implementing GPS-enabled dispatching.

Effect of GPS Software on Work Order Fuel Cost

24% Significantly Decreased

35% Moderately Decreased

30% Minimally Decreased

11% No Impact

It is clear form the survey that GPS enabled dispatching system includes lower fuel costs, improved driver behaviour, improved technician punctuality and better customer retention. The gain of GPS enables system also includes:

  • With GPS it’s easy to track the inventory being carried by the driver. Back offie can schedule additional job for the driver with equipment on hand.
  • Street level mapping is way better than traditional routing methods. It helps technicians to reach the service homes along the streets to other appointments, it increases the number of orders a driver can attend per day
  • Access to customer profiles is an added advantage from which technicians can retrieve customer information. Whether the household consists of pets or they had previous issues with company’s service. It allows higher level customer service as its easy to determine whether the customer calls again or moves to another provider. It’s bliss to have GPS-enabled dispatching system.
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Survey on GPS-Enabled Dispatching System
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