Customer happiness is something all businesses need to keep on their priority list. With so many factors that play into the customer experience - it’s easy to drop the ball along the way. But with route planning software, you can automate a complex task, increase efficiency, and organize your team.
Additional benefits? You bet. You can plan for delivery requests, confirm planned arrival times, view real-time updates, and at the end of the day you can analyze your fleet’s performance.
Here’s 4 steps to help you free up time and put more focus on customers with WorkWave Route Manager.
Step 1: Ask customers what times they are available, then upload the request into Route Manager.
During the sales process, make sure that your team also asks for preferred times and dates for delivery. Route planning software, like Route Manager, allows you to easily upload the orders list along with the time-window details. Then, in just a click of a button all requests will be built into the plan.
You can rest assured knowing that each plan is built in the most efficient way possible. So go on and be the hero! Give your customers the white glove treatment and meet their needs like “must be on a Monday” or “have to get here 11 am.” Without causing disruption or spending hours mapping out the possible scenarios, Route Manager will configure the logistics, allowing you to put the focus back on your customers.
Step 2: Confirm planned arrival time - and stick to it.
Once you are locked into your plan, you’ll want to let your customers know when they can expect your arrival.
Without ever having to lift a finger, Route Manager’s algorithm analyzes traffic profiles, blocked roads, vehicle settings (like speed and capacity), and more to build you an optimal plan that gets you to the customer on time.
Your drivers will be super happy - because with Route Manager’s mobile app they can stay organized and sync back to your office without having to pick up the phone. The app not only provides the list of approved orders - but syncs to popular navigation systems such as Waze, Google Maps, or Apple Maps.
Step 3: Equip your sales and customer support team with visibility into live ETAs via GPS tracking.
Once your drivers leave for the day, it’s hard to know what’s going on - unless you have Route Manager of course. Not only can receive updates on arrival/departure times you can enable GPS tracking to track the time and location in between.
Here’s how it works:
- Choose between vehicle hardware or tracking via smartphone and start tracking your assets.
- Route Manager 360 layers GPS tracking on top of your approved route plan and updates the ETA every 60 seconds.
- If a driver is running late or was with a customer for longer than planned, Route Manager will turn any order impacted or in jeopardy of a violation red.
- As time passes, Route Manager will update the Live ETA every 60 seconds, so that you can determine if action is needed or if the driver can realistically catch up and arrive to scheduled stops on time.
Step 4: Use Route Manager 360 notes to stay updated on customer satisfaction.
If a customer is really happy with your service, reach out to them and let them know you appreciate their business. On the flipside, if someone is upset you’ll want to know ASAP and take immediate action to remedy the situation.
With so much going on in your day, how can you stay connected to this important information? Ask your drivers to recap any extraordinary stops - with Route Manager they can easily provide details, pictures, or audio files so that you can follow-up appropriately.
Now, whether you have a frustrated customer or a raving fan - you can go above and beyond and let them know their voices were heard. Offer them a coupon or free delivery for their next order. They’ll appreciate the effort and you might even make a bigger impression on them.
Keeping customers happy is hard work, route planning software is just one easy way to get you there. You’ll have increased visibility, meet customer requests, arrive on time, and can keep tabs on when to follow-up with priority accounts.
By automating this task with a routing algorithm you can trust in the output every time. You’ll reduce risk of inefficiencies and human error and make route planning look simple.