role of technology in delivering superior service

8/6/2019 Role of Technology in Delivering Superior Service

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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

-

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

role of technology in delivering superior service

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