Excellent customer service is vital both for repeat business and to gain a good reputation to encourage new business.
Customer service is sometimes measured by actual results, but is often more a measure of ability to meet customer expectation. A delivery made next day is considered excellent service if a 48 hour promise was made. However a next day delivery made to a customer who was promised same day service is appalling.
TruckStops routing and scheduling and GeoConcept territory management and map analysis can be used together to ensure that planning teams can determine what is likely to be an achievable level of service and keep the customer informed about what to expect. This can be on a macro level, perhaps determining the latest time at which next day delivery to UK destinations is possible for each collection point. Or customer expectations can be handled on a more |
individual level, by combining tracking systems with GeoConcept map analysis to monitor how far away is the delivery and is it likely to fail the agreed time window.
GeoConcept Intranet Server can be used to make these results clearly available to call centre staff who can then manage the customer’s expectation.
Show me the Parcelforce case study demonstrating how GeoConcept was used to manage customer expectation.
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