How to Achieve AMAZING Customer
response Times!
- More reasons why your customers will NEVER want to leave you
- Learn how a 'time-critical' delivery company transformed their performance
Today we're going to take a look at how you are going to be able to amaze your customers with your speed of response, thanks to the right Vehicle Management Solution.
The chances are, by now you will have already identified several ways how, in your particular organisation, you plan to achieve these benefits.
However, just to help ensure nothing is missed, consider the experiences of Countrywide and Global and how they have transformed their speed of service. This company must be able to respond to customers' requests to collect parcels or documents at very short notice, and to meet demanding delivery deadlines.
Both UK-based and international companies rely on them to meet urgent requests to deliver packages across the UK, often to airports. Previously, the back office team had to telephone individual drivers to find out where they were and how long it would be before they reached a set destination.
Critical time was lost while office staff tracked down the most appropriate vehicle for a delivery, having to make decisions in a rapidly moving environment. They had to use narrow windows of allocated time at the beginning and end of each day to fix delivery schedules, and this didn’t allow enough flexibility in the re-routing of drivers.
Having installed the Navman Wireless vehicle tracking system with Mobile Data Terminals, the back office can now track each vehicle on screen, see where each driver is at any time and communicate with them quickly and safely. The speed and permanent connection of Vodafone's GPRS technology, which allows them to utilise satellite technology to maximum effect, is an essential part of the solution.
It means information is updated constantly and staff no longer have to guess how long it will take for a vehicle to arrive. The Windows-based system allows users to track, message and monitor the vehicle fleet from almost any PC, in any location worldwide.
With fast access to maps and accurate activity data, the system uses the internet to provide reliable and inexpensive communications. Plus, there is no room for doubt that a message may not have been received by a driver, because the system automatically acknowledges the receipt of all messages to the vehicles once they have been delivered.
The management information provided by the system, which is installed in vehicles operating from the company's Accrington depot, is already allowing much better fleet control, and this has lead to a range of improvements in business efficiency.
"It's also improving our service to customers," said Managing Director Charlie Peach. "Customers are becoming more demanding, and they want to know exactly where their parcel is and when it will arrive. We can now give them accurate information at any time. We can also provide proof of when deliveries were made, and this is important to meet contractual commitments."
"Initially, drivers had shown some concerns about the system," added Charlie Peach. "But now they appreciate how it is helping with the allocation of deliveries and better route planning. The extra bonus is that we have enhanced their security. "The fact that we advertise on our vans that we are using a vehicle tracking system deters anyone who may be thinking of interfering with the vehicles, so we have increased the overall security of our drivers and the contents we are delivering."
If an increasing number of companies such as C&G are achieving these benefits, anyone hoping to compete with them into the future should be taking a very close look at ensuring their central control capability is up to the task. - Something they are unlikely to achieve without a similar, or better standard of Vehicle Management Solution in place.
However, if, in the mean-time, there is anything we can do to help you clarify your requirements, please don't hesitate to contact us.
