Service Fleets: How Late Arrivals Hurt Your Company’s Reputation

  • October 27, 2016
  • Kristy Cartier
  • Reading Time: 2 minutes
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Very few people like to hear that their flight, delivery or contractor will be late. This is especially true when you (or your customer) have another connection or “can’t miss” appointment after the current one. The airline industry is heavily measured on its arrival and departure times. And being on time is also a strong component in creating a positive customer experience in the service industry. By adding GPS telematics to your fleet, you can improve your teams’ on time arrivals (and more).

A residential services industry study from Software Advice found:

  • 67% of consumers will never do business with a company again if the technician is even one hour late
  • 95% of businesses in [their] sample see an improvement in technician punctuality after adopting software with GPS capabilities
  • 89% of businesses see an improvement in the average fuel cost per work order after adopting dispatch software with GPS capabilities.

As a service provider, wouldn’t you like to offer your customers better timing than the standard four-hour arrival window? Or let the customer know the status of your staff member(s) when they call you? It’s not an impossible dream. Some companies even allow you to select between two-hour windows. Others will call you within a half hour before their arrival time (e.g. Columbia Gas of Virginia). If you have the right technology in place, you’re more adaptable to changes as they pop up throughout the day.

This allows the GPS system to record actual arrivals and departures from each job. Not only does this aid dispatchers in checking job progress throughout the day, but the data collected can be used to improve future scheduling and decrease variation in job performance. Report and analytics products are available to further analyze individual employee performance against specific jobs and job types.


The telematics system is comprised of GPS devices for your vehicles that sometimes collect information from your engine computer or peripheral equipment. Devices then transmit the data over cellular carrier networks regularly throughout the day.

The typical software can usually integrate with your other business software like job management or equipment maintenance systems. For example, FleetOutlook recently integrated with MapAnything and you can see our blog on the Dreamforce Buses demo here).

A more efficient schedule doesn’t just benefit your clients. Your company should also realize cost savings from better management of staff and vehicles. Typical FleetOutlook customers should be able to reduce staff overtime, defer buying additional vehicles, and improve awareness of vehicle maintenance needs.

For example, even in 2011, a study by NDP Consulting indicated that the adoption of GPS technology could produce “11 percent savings in labor costs, 13 percent in fuel, and 13 percent in vehicle maintenance and repair” for a fleet.

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