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Role of Technology in Delivering Superior Service
Posted on February 23, 2011 by ps
The refrigerator was on the blink and the ice had melted in the freezer. Visions of
rotting, stinking food floated in front of my eyes. It was time to call the service center
for my refrigerator, long past its warranty period. I googled the service center andcalled them. Good Morning Mrs. Sagar was the greeting at the second ring. Wow! I
could not believe it. They must have had my name from the caller id system and
customer database at their end. They could immediately identify the type and serial
number of my fridge. On my explanation of the problem, the right spare part was
dispatched with the service guy who came and fixed it the same day. Is this is a
fantasy? No! This was my personal experience just a few weeks back. Would this level
of customer service be possible without the use of technology? Would this service
result in my buying another product from this company?
The answer lies in the partnership of technology and a companys unique customer
service vision. Customers want and value a consistent, seamless customer
experience. A well-implemented, technology-supported, customer management
strategy delivers a 360 degree view of the customer and a 360 degree view for the
customer. Some common examples of customer interactions through technology
which we take for granted are:
- Contact centers, which are the voice of the company, interacting with
hundreds of customers each day with well-defined business processes and policies
that keep them humming. Many contact centers are already staffed 24/7, aligningwith the always-on nature of social media.
- Web applications that enable self-service online and allow customers to
maintain have 24/7 accessibility to service, and to maintain control over their data.
Think online banking services.
- Frequent flyer programs and other customer loyalty systems
- Smartphone applications
As companies open new offices or go global, faster turnover people and data becomes
a challenge. To meet the growing knowledge and data needs, companies must
leverage the resources of the entire organization. The right technology can improve
customer care and support the customer care process across multiple channels, while
reducing handling costs.
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Technology + Customer Focus= Superior Customer Service
The key is information and the management of data collection, mining and analysis:
collectively knowledge management, which is defined as a set of practices that
maximizes the business value of knowledge by gathering, structuring, and
delivering it at critical points of customer interaction.U
nderstanding patterns andrelationships in the immense amount of data collected is possible only through
powerful database application and business intelligence, leading to valuable insights.
Customer Relationship Management (CRM) incorporates software and database
applications to identify and respond to customer needs. It can automate and
integrate the functions of an organizations sales force, marketing team and customer
service specialists, allowing them to best anticipate and meet the needs of their
customers and, help shape business strategy. It can determine what merchandise
shoppers want and have it in stock when they want it. The goal is to personalize
customer transactions and promote high levels of customer satisfaction and
retention. Retailers view technologys role in customer service in two spheres: as it
relates to tracking and providing merchandise, and as it impacts the sal es
transaction, through faster capture of sales information and how customers pay for
their purchases, through more rapid verification of checks and credit cards. A widely
quoted statistic gets to the heart of the value proposition behind customer service:
The cost of acquiring a new customer is five times that of retaining an existing one.
As computer and internet technologies continue to rapidly evolve, the capture,
storage and retrieval of expert knowledge has become a large part of the service work
processes. Cloud computing services allow companies to interact with customers via
several channels simultaneously, such as email, call centers, and social media
networks. Social media is a unique tool that, if used properly, can take the
company/customer relationship to the next level. By listening, understanding, and
caring about customers preferences, companies can improve customer loyalty, raise
satisfaction, and reduce costs.
Superior service is not static but dynamic and constantly evolving. It has to be
constantly monitored to measure performance. Innovation in technology and skills
leads to continuous improvement in the quest to provide superior and personalized
service through multi-channel communication and engagement between the
organization and the client in a timely and cost effective manner.
Today, companies have new technologies to enhance the experience, from social
media platforms that celebrate customers who promote your business to data mining
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How can we improve the bus passenger experience?Passenger expectations have risen greatly over the past five years. Whether it is for increased services, cleanervehicles or more accurate information, passengers right ly demand the highest in quality services to enhance their
journey experience. Key to this information are real time passenger information (RTPI) systems, which provideaccurate departure and arrival times, enabling travellers to plan there journeys and thus make better use of theirtime.
While RTPI has been an essential part of both air and rail travel for many years, there is now a demand for this
data to be provided for bus users as well, thus closing the circle for information provision. Bus travellers nowexpect the same level of journey information to be available as in other modes of public transport and nowvarious schemes are emerging throughout the country in an attempt to address this need. However, there hasbeen no common approach to procurement. Schemes are being delivered which are generally not integrated withthe transport network around them and thus fail to deliver full journey information in an effective and coherentmanner.
For this reason, Mott MacDonald has embarked upon an extensive study of the RTPI marketplace with regardto its implications for bus operators, local authorities and the public transport user and have found that currentsystems available do not match the original expectations of all parties concerned.
For RTPI schemes to work effectively, it is essential they have the buy in of all the key stakeholders involved,bus operators, local authorities and passengers. While their needs and expectations differ, they are by no meansmutually exclusive.
Public transport users
RTPI works effectively when data is passed to the user at the point of need, meaning that wayside bus stopshave to be fitted with suitable technology in terms of data displays, to disseminate information to waitingpassengers. However, the real need is to enable passengers to use RTPI as a device to enable effective journeydecisions to be made (ie. to provide data at the point where the decision is made how to trave l within the home,shopping centre or office. If accurate information is easi ly accessible then travelling by bus becomes a realoption, thus increasing ridership and reducing the number of private vehic les on the road.
The key to make that data directly available to passengers at their desk, over the internet, or through a mobiledevice using SMS services or WAP. Additionally, information needs to be publicly displayed at key points such asshopping centres, hospitals and universities to encourage further take up of pub lic transport. This brings aboutthe question, if information is displayed before the journey, why not make it available throughout? A passengersitting on a vehicle is an ideal candidate to be entertained or informed about not only the next stop, but also thefacilities available nearby such as commercial organisations or public service facilities.
The Local AuthorityThe major aim of the regulating local authority is to increase public transport usage and so reduce the heavyreliance now on private vehic les. Real Time Passenger Information can benefit in its ability to attract passengersby providing greater and more reliable information, however, the system can bring other measures to make bustravel more attractive.
Effective use of RTPI technology can help reduce bus journey times in a number of clear ways. If a bus is goingto take as long (orlonger) than a private car to go from one point to another, it is a less attractive option. Byutilising the GPS based RTPI system and then combining it with the installed UT
system, traffic signal prioritycan be achieved, allowing late running buses to force a sequence change in the signals which enables them topass freely through the junction.
Mott MacDonald has found that this combined with full bus lane signalling measures can reduce journey times ofbuses of up to 15% at times of heavy congestion.
The bus operator
Bus operators have traditionally seen little value in traditional RTPI systems, arguing that there is not a business
case in a product that does not improve their efficiency and high lights inefficiencies in terms oflateness ofservice. Operators want to see a system that can provide tangible business benefits: an increase in overallprofitability from greater passenger revenue and cost savings.
Our approachMott MacDonald has been working on a totally new concept for RTPI, based upon an innovative systemarchitecture that greatly increases total reliability of the product and improves the networks efficiency. It iscentred on the work we have been undertaking in the UTM
environment as well as on a central RTPI2database, which supports all vehicle applications feeding into it.
This approach greatly reduces the need for expensive on-board equipment and allows for integration of thelegacy applications being used by operators, displaying them through a single graphical user interface. This
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means that for the first t ime, RTPI2 becomes an integral tool as part of a greater management set, allowingmeaningful data to be taken from disparate systems and incorporated into the bigger picture.
These feeds can include, but are not restricted to:
y Scheduling systemsy Electronic bus service registrationy Vehicle telematicsy Fuel managementy Driver rosteringy Electronic running board
Additionally, corporate data may be included from payroll systems, fleet maintenance and accounting products.
Mott MacDonald has assembled a team of industry experts, who have an unparalleled record within the RTPI
industry. Our approach is one of engagements with all areas of the process, from system design, to tender
preparation and full project management. We can offer a fully managed service including a full system hosting
option if required.
Golden Eagle Uses Advanced Technology to Improve Delivery
OperationsFew distribution companies realize the importance of continuously improving transportation technologies like
Golden Eagle Distributors. Golden Eagle did not become one of the largest beer distributors in the country by
waiting for transportation management solutions to be widely accepted by other distributors. Rather, they sought
out and embraced the latest technology available.
Golden Eagle Distributors is headquartered in Tucson, AZ, and manages their 2,400+ accounts from six
distribution centers. They handle roughly 11 million cases per year and are ranked the 9th largest exclusive
Anheuser-Busch wholesaler. Additionally, Golden Eagle has been ranked 24th out of all US beer distributors in
terms of volume.
Golden Eagle manages this large customer base by dividing their routes into distinct categories. Whi le the
majority of their routes are pre-sale, they also have a number of driver sale, chain routes (forlarge accounts) and
draft only routes. Golden Eagle relies on the Roadnet Transportation Suite from Roadnet Technologies to
produce standard and dynamic routes for each of these categories. In less than 45 minutes a day, Golden Eagle
can complete all of their daily routing tasks.
Golden Eagle's Executive Strategy Team decided that they needed to take their techno logy investment a step
ahead of their competitors, by adding wireless dispatch and tracking. With the Mobile
ast system, also from
Roadnet Technologies, Golden Eagle gained access to real-time delivery information. The team selected the
Mobile
ast system to help build driver accountability, improve driver communications and help the executive
team manage proactively.
Each driver carries a Nextel
phone which supports the Mobile
ast delivery application. As they make their
deliveries, the precise arrival and departure times are captured on the phone. That information is transferred real-
time back to Golden Eagle. GPS data for the truck's location is also relayed immediately to the dispatcher. This
allows their dispatcher to monitor the day's routes on the Mobile
ast Server. The dispatcher can quickly see
actual vehicle locations against the route plan. Mobile
ast gives Golden Eagle's executive team the ability to
manage by exception.
And the dispatcher is not the only person who has access to this information. By utilizing Roadnet Technologies'
unique application, Roadnet Info
enter, delivery information can be made available to everyone in the
organization through a user-friendly JavaTM
application. This allows Golden Eagle's customer service team to
respond quickly and accurately to customer inquiries.
With this information readily available, Golden Eagle can compile a variety of reports to track their costs, route
exceptions and delivery efficiencies. Mobile
ast even creates a report which Anheuser-Busch distributors can
use for their brewer-mandated "Time to Sell" report.
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Bill Osteen, Vice President of Business Development, has been very pleased with the results. He stated that they
have been able to reduce overtime and make better decisions for driver staffing. He a lso reports:
y 10-12% reduction in mileage
y Over $100,000 in overall savings- Eliminated one sales position
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ancelled two vehicle leases
y Less than 1% of customers complained after switching from standard to dynamic routes
y Significant time savings to produce "Time to Sell" report
According to Osteen, Roadnet Technologies' software has revolutionized Golden Eagle's daily operations. "By
selecting solutions from Roadnet Technologies, we were able to get an entire transportation management
package from one vendor. They offered a suite of solutions and made it easy to determine that it was the right
solution for our organization."
"With these solutions, we not only have a heightened awareness of costs, we have significant ly improved our
delivery operations," Osteen said. "And since Roadnet Technologies frequently releases product enhancements
we have been able to continue to improve the quality of service we provide our customers."
GPS Technology allows you to track your current orders in rea l -time. Our secure,password-protected system assists you with pricing, allows you to store addresses andreference data, provides easy to use, real -time tracking and auto Proof -of-Deliveryconfirmation e-mails. Its all about you, our valued customer.
ON-LINE ACCESS FEATURES:
y Tracking screen for a real-time view of all current ordersy Tracking notifications for confirmation of orders received, picked up and proof -of-
deliveryy Unlimited user access
y Administrative rights to update user informationy Add, edit and delete address points for faster orderingy Store user account information in a convenient prof ile sectiony Store unlimited references
HEALTHCARE
Hardware Technologies
Desktop Workstations
Portable (Laptop) workstations with wireless connectivity
RF Handheld Devices
RF Handheld Devices
System Technologies Supported
Warehouse Management System
Pharmacy Automated Controller
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PAC (System used to account for drugs moved out of the warehouse management
system)
Computer Assisted Dispensing Systems
CADS
Automated Labeling and Packaging System
ALPS (Using Robotics to Dispense)
Automated Drug Dispensing System
ADDS (Using Enhanced Baker Cells)
Bar coding
Computerized medication systems
Physician order entry
Pharmacy dispensing
Bar coded point-of-care
Lab verification and tracking systems
Electronic medical record (and common patient identifier)
Radiology PACS (Picture Archiving and Communication System , IHE
Electronic communications and transactions
match medication to patients electronically
online health risk assessment for diabetes
give patients the ability to schedule appointments online
Telemedicine hospitals connect doctors and nurses with patients online
Within an enterprise and across enterprises and geographies, computer systems talk to
one another
P
atient-centered data is more easily accessib
le, efficient
lylinking c
linica
l, administrative
and financial data
Better patient outcomes and error avoidance
Lower hospital and health care system operating costs
Connectivity & network/communications technology
Automated order entry & medication administration
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Electronic medical record
Universal patient identifiers
Claims processing/transaction standards to facilitate information flow between trading
partners
Standardization of technology-related nomenclature
Apollo Experience
volume and emergencies,
Accurate and fast patient history retrieval,
Medical transcription
Internal integration - Specially developed ERP system
Pharmacy Linkage systems
On-line Linkage with Insurance companies
Support for Telemedicine
Web based supply chain support