Service Is What We Sell

What are fleet managers saying about using our Service Notification Emails to help them stay Proactive in Communication with customers and customer service?

In my experience the automated emails will help fleet managers.  Most of the time I can catch loads running late on Freight Manager but not all the time. It is helpful to have the notification email process watching my back. – Zach Race

I received a service notification email on a driver running late for his pickup. His pickup was set for 1500 sharp at Burrows Paper in Mount Vernon, OH so I needed to confirm they could load him at 1600.  I saw the red notification message IF LATE CALL REC AND EMAIL AR so I called and spoke with James and told him weather had delayed us about an hour and he was ok to work the driver in at 1600.  It took 3 minutes and I knew the driver would be ok.   – Gregory Hampton

We have pretty much always had the policy "If you have the ball make the call."

As a Fleet Manager I knew I was responsible for finding service exceptions and communicating.  It is simply the right thing to do and is really just taking care of your team mates.

A quick phone call or email to a customer keeps them informed and keeps the driver from walking in to an upset customer who had no prior notice we were late.   

 

Communicating before we are late gives our customers the ability to prepare for a delay or switch something around so they stay efficient.  It shows them we are concerned about and looking out for the success of their business.  Communicating timely and effectively is a game changer in our industry.  Not all carriers do it well and we distinguish ourselves as a leader every time we call before we are late.  – Ryan Ardary

 

We will send out the  current outline of communication procedures tomorrow am.  The second page shows you how to set up your board code[s] to get service notification emails when our system shows a dispatched driver is running late.  Do your drivers a favor and set yourself up and keep customers informed.  It will help you communicate.