Customer Dissatisfaction with Driver Arrivals

A study commissioned by TomTom Telematics has revealed that despite the availability of technological aids and ease of communication, almost half of service company drivers are arriving at the wrong address on client calls. Approximately five percent of companies acknowledge the misdirected calls occurring once a week, and 43 percent say that it is happening monthly. Almost half also indicated that they regularly experience having two operators arrive at the same location.

According to Giles Margerison, director UK and Ireland for Tom Tom Telematics, “The results will make surprising reading for the service sector, particularly given the abundance of technological aids now available to ensure working schedules are completed efficiently and accurately. This suggests that a number of companies are still not communicating effectively enough with staff or updating work schedules on the fly, causing costly mistakes to be made”

One of the problems that the survey identified was that 41% of companies send text message to drivers as to where they are to go, and 34% communicate via telephone but only 2% send the information directly to the built-in satellite navigation system, indicating that the technological investment is being wasted at great cost to lost efficiency. Seventeen percent are sending information to a mobile app. This poor communication is also resulting in disappointed customers and slower response times.

Finally, despite the tremendous added efficiency that dynamic scheduling offers, only 44 percent of companies are using it to provide greater flexibility and accommodation of changes. According to Margerison, “Dynamic scheduling requires access to the appropriate data, which provides companies with actionable insights into fleet activity in real time. Telematics systems can be integrated with routing and scheduling software, for example, to use a wealth of data — including journey times, real-time traffic and the location of mobile workers — enabling the creation of smarter itineraries hat can be altered at a moment’s notice.”