Taking orders, scheduling, routing, inventory management and getting paid are the backbone of all service businesses that depend on vehicles. For many, getting software and technology to support these mission critical objectives in-house requires one of three things:
• Lots of time late at night or on long weekends dealing with information technology issues.
• Hiring an expensive consulting firm and paying potentially large retainers to keep them available when you need them.
• Incurring many IOUs with a techie brother-in-law or hoping your 16-year-old can be pulled away from her video game long enough to help you out.
Fortunately, there has emerged a new breed of software, known by the mechanism for how the technology is delivered: Software as a Service (SaaS). In this model, the software is hosted by the service provider in a remote, secure centralized system.
Access to the software’s functionality and all stored information is via the Internet or other communications channel. A service business contracts with the service provider to gain access to the functionality and data storage, but the business does not have to install any specialized or local software.
Reaching out
At present, the most common application using this model is customer relationship management (CRM) software. Several companies offer this technology. Access is only via the Internet, and each CRM application is readily customized for each business that signs up for the service. Maintenance is simple, as no software has to be downloaded or installed.
The same delivery mechanism can expand its footprint beyond the office via the Internet and into the cabs of trucks by using the cellular and satellite networks. A fully interconnected and complete SaaS tool kit, specifically designed for vehicle management, can improve customer service and increase the productivity of trucks and personnel, while releasing the owner from the burdens of software installation and maintenance.
Orders, scheduling, routing
Efficient use of vehicles means sending trucks to the right locations, loaded with the correct materials and covering the shortest possible distance between stops. Routing optimization tools can provide the best answer for a given set of locations, but a new or emergency order called in during the day can wreak havoc with a plan.
With a SaaS tool kit that includes GPS-based, real-time route optimization and scheduling management, the centralized system can take an order entered by a dispatcher in the office over the Internet, re-calculate how best to service each stop, and download the fleet’s re-optimized schedule to each in-truck unit using the cellular or satellite networks. The driver is notified of the route change, and turn-by-turn visual and verbal directions to the next stop are communicated. This maximizes the number of stops per day, while minimizing fuel costs.
Deliveries, inventory management
A SaaS tool kit can also provide the driver with instantaneous access to all information stored in the centralized system about each delivery or service stop. On arrival, the driver uses the onboard unit to review the service to be performed and any special instructions, including pricing terms.
Depending upon the purpose and configuration of the truck, the driver can also initiate the delivery or service from the unit. The stop is completed with a receipt for the customer and an automated update of the onboard inventory.
Because the information is stored in the centralized system, both the office personnel and the driver know exactly what inventory is available. This data supports the rescheduling optimization noted above, and a broader, longer-term view for a full-fleet inventory assessment and replenishment planning.
By using the SaaS tool kit, the office personnel have real-time views of the fleet’s activity — where each truck is at rest or in motion with GPS tracking, its supply status, and the remainder of the route to be completed. Using a simple web browser, they can access all data in the central system, as well as leverage the real-time communications link to be in contact with individual trucks or the whole fleet.
Payments and reporting
The real-time communication between the truck’s unit and the centralized system also allows the driver to have mobile point-of-sale functionality. Customers can pay on the spot using cash, or a credit card, debit card, or check, which can be validated in real time. This minimizes fraud, reduces bad debts, and speeds up cash flow. Completed transactions are recorded in the centralized system.
Office personnel can generate reports on inventory, productivity management, financial transactions, taxes and safety compliance from data in the centralized system via the web browser. They can also format and download reports for integration with existing back-office software, such as accounting systems, simplifying reconciliation of the business’ finances.
System updates
In-truck equipment updates typically require the unit to be taken out of service and relocated to a central facility, where the software or firmware is removed and replaced. With the SaaS model, any system software updates are communicated in real time from the centralized location, just as all other data is transmitted via the cellular and satellite networks.
The communication channel also works in reverse, so that a unit with an internal error can report itself as flawed and request a re-send of the onboard software with no downtime or interruption to that day’s route.
Customer self-service
Because the SaaS model leverages the Internet, this type of tool kit offers the business the opportunity to link its existing or newly hosted web site to the centralized system. Customers can then directly schedule their deliveries or service calls. They can also make payments (using the same validation tools as for the mobile point-of-sale) and get information about services without calling the firm’s customer support team.
While many service businesses pride themselves on a high-touch customer service model, there is a growing customer expectation for self-service capability, particularly on web sites. The SaaS tool kit allows owners to fulfill that expectation without building out the backend software.
Software as a Service tool kits have been around for some time, and they have proven to be a boon for businesses that did not want to invest their limited resources in local software or information technology expertise.
With specialized functionality designed for businesses with service fleets, you too can hang up your IT hat and get back to your typical techie brother-in-law interaction — arguing over who gets the turkey drumstick at Thanksgiving!
Jerry Portocalis is president of QT Technologies, a provider of business solutions for businesses with mobile service fleets based in Dallas, Texas.
