How could traditional route optimization be hurting your customer experience and bottom line revenue? Let’s find out here.
Traditional route optimization software solutions allow customers to request a service, then someone with great juggling skills decide who will accept the job, then the system will plot the best route between the jobs.
Once the best route has been decided, the approximate time window will be provided to the customer, and this process is repeated by a dispatcher every night.
Transportation companies get the most out of route optimization software, as do field service companies that have super short service times – 20 minutes or less. But what happens if your services are longer than 20 minutes or you aren’t in the business of picking up and dropping off items?
Well, when route optimization software is used for services longer than 20 minutes, the customer experience is affected as your customers are given an arrival window – which is not very convenient!
On top of the arrival window, sometimes they won’t know if that arrival window will be in the morning, around lunch or in the afternoon, making it impossible to plan your day around it. What if you needed your car, and you were awaiting someone to clean it? Or, you had to be at home to get a window fixed, but work won’t let you take the entire day off work?
If only there was a better day to reduce your travel time, whilst providing the best customer experience possible… it would be far better to:
Here’s how the best route optimization apps work:
Traditional job management software solutions allow customers to pick a window for a job within a zip code area or state. For example, if you need a new window installed at 7:00 AM the app will send out a request to everyone who works in that area and ask them one by one if they are available to take the job.
Route optimization software will provide a detailed list of your employees, their availability, skill set & job preferences. Then spit out the best candidate for each job based on the criteria above. This interrupts customers and staff since on the day of the service the manager needs to move jobs around, whether manually, or through optimization software, to provide the best route for their day. This all takes time, when this can be handled instantly at the time of booking with a better scheduling solution, such as fieldd.
The 5 Main benefits of Service Area Automation over Route Optimization Apps
- Increase in daily job efficiency
- Increased customer experience
- Reduction in customer complaints
- Reduction in daily admin tasks
- Less overall travel time
At fieldd, our software allows customers to pick an appointment time that suits them, automatically allowing the customer to book based on their location and service required.
Fieldd will only show available appointment times based on the service the staff are assigned to, and the location they operate in.
When setting your fieldd account you can create perfect travel time optimized service areas, by automatically drawing an accurate travel radius.
Appointments shown are optmized to fit as many jobs within your day thus minimizing downtime and optimizing your booking capacity. Since jobs are booked within a travel radius, and travel time is included, it dramatically reduces the time spent confirming, rescheduling and optimizing routes.
This small shift alone saves mobile business owners from the pain of route planning and allows them to build a reputation with their customers that other home service companies can’t provide.
If you’re still unsure, think of a time you have been a customer. You book a job and stay home at work to accommodate the service call, suddenly the tech calls saying they will be there between 9am to 1pm. You have things to do and cannot be home for the entire day. You then have to rescheduled the job, or have to shift your day around to accommodate. This is usually due to a business owner having a list of jobs they are trying to optimize. It doesn’t have to be this way!
In the past, an issue with route optimization apps was that they would only store the routes and not the specific job details. This meant that if a customer called and wanted to know their exact arrival time, they would require a call back to get this information. Although route optimization software has improved, for most home service companies, the experience isn’t designed around convenience leaving your customers searching for another provider that makes it easier for them.
Try fieldd today to see the difference between Route Optimization & Service Area Automation, your customers and staff deserve it.