Is your service company failing customers?
Any service – oriented business should find it critical to deliver on customer promises on time, every time. With customers having a wide range of brand choices available, companies often have to differentiate themselves from competition by the extent of reliability and the ability to offer and deliver on tight and accurate time slots.
TomTom has recently commissioned a research report concerning the service standards. Key findings show very interesting patterns within the industry. Here are 2 first areas we’re going to talk about.
Who is using fleet management technology?
There is a huge difference in how large and small businesses make use of the latest field service and mobile workforce technologies. Even though suitable solutions are becoming more and more affordable, it is still the large companies that utilise the tools available.
Companies with more than 500 field engineers:
-89% use dynamic routing and scheduling processes that can be adjusted remotely in real time during the day if need be
-84% use real time telematics data
-63% make use of intelligent scheduling
Companies with 50 or less field engineers:
-24% use dynamic routing and scheduling processes
-17% use real time telematics data
-17% use intelligent scheduling
How do service businesses contact their employees in the field?
Use of mobile apps and all-in-one telematics or integrated devices is becoming more popular but the old phone, pen and paper are still being used. This allows for the risk of driver safety implications and inefficiencies.
-41% use text messaging to notify workers of job schedules
-34% still use the phone to communicate work schedules
-17% use mobile apps (e.g. Via App) for communication with mobile workers
-6% still use paper dispatch notes and work schedules (68% of which are smaller companies)
-Only 2% send job details directly to the driver’s in-cab satellite navigation device
These results show there are still a vast number of companies that miss out on opportunities to deliver better service. We’re going to publish more of the findings from TomTom’s report next week – watch this space!!
Where exactly are the customer service standards failing?
– 42% – nearly half – of all service companies admit their drivers still get the address wrong sometimes. For 5% of the companies this is a weekly occurrence!
-33% of large service companies report their mobile workers turn up at the wrong address on a monthly basis
-43% of all businesses and 28% of large operators have had two mobile workers arriving at the same job.
-On the other hand, out of companies who already use technology to improve their service standards ONLY 13% have a monthly address issue.
What is the most common complaint that service companies get?
-The ones that appear most often are poor communications (28%), poor response times (23%) and overly long time slots (23%). As the previous TomTom research revealed, 78% of UK customers would be less willing to use the same service company again if they failed to offer specific times or acceptable time slots for deliveries or job services.
-For companies who used paper based dispatch notes, inflexible and poor availability of time slots was the most common complaint from customers (40%)
-Only 11% of the large companies that can have the resources to offer customer tighter time slots have suffered from customer complaints about the time slots.
How are Key Performance Indicators being set and met?
-For 54% of service companies it’s the ‘number of jobs completed
-16% established ‘first time fix rate’ as their KPI
-First time fix rate’ is the main KPI of 47% companies that use dynamic scheduling, intelligent response and app based communication
-13% mentioned ‘number of calls attended’
-77% of service businesses believe they are generally meeting their KPIs
How can vehicle tracking and fleet telematics help with improving the service standards?
The latest tracking and telematics systems allow field engineers to provide a faster, more reliable service, thus increasing their efficiency and well, their billable time. All the issues highlighted in TomTom’s research can be addressed by establishing faster and more accurate timeframes for response and optimising route planning to maximise the number of jobs completed.