HyperTrack Helps Groundworks Automate Workflows for Technicians in the Field
Virginia Beach, VA
Field Service Management
Groundworks is a fast-growing foundation repair and water management solutions provider. Groundworks has its own manufacturing operations and an industry-leading software solution, designed to serve customers efficiently. Groundworks is focused on the customer experience - from the first phone call to annual maintenance appointments, the customer’s peace of mind is their first priority. Their mission is to repair, protect and improve homes.
Foundation repair needs to take place in a timely manner and both customers and operations teams need to have awareness of technicians en route to particular sites. This important service requires operations teams to dispatch service technicians to customer homes in scheduled sequences. A key aspect of delivering this service efficiently is the ability for customers, operations teams and management to have visibility into the location of the foundation inspector. Location data allows customers to have peace of mind, operations teams can resolve any customer service issues and management teams can have the intelligence necessary to inform decisions pertaining to everything from marketing to operations.
Since the customer experience is core to Groundworks’ mission, it became important to leverage location data to improve the customer experience.
“The customer knows exactly when to expect the inspector... it helps our field service. inspector and also the customer”
Director of Software Development
The Business Need
Even though a customer survey was sent after inspections were completed, the response rate was very low. The team decided to build location intelligence into the customer experience with the hypothesis that if the customer knew when the inspector would arrive, they would be more likely to complete a survey upon completion of service.
The initial idea was for customers to receive a notification to let them know when the inspector would arrive, with information that included the inspector’s name, image and greeting in addition to the ETA information. By sending these messages, internal data indicated an improved user experience and a higher likelihood of responding to the post-service survey.
In addition to improving customers' appointment experience, the team had a long term goal of using logistics data to improve the planning and routing to service appointments; and use this data to train new inspectors.
Driver SDK to accurately track the location of the foundation inspector as they travel to customer appointments
By having the ability to document travel in real time, operations teams are able to capture the location of the service provider and share this with customers. By giving customers key information about who is arriving at their home and when, Groundworks provides customers with the confidence in the service and assists in establishing loyal relationships.
Orders API to plan trips for service providers between customer sites
By using HyperTrack’s Orders API, the team was able to quickly build functionality to send notifications to customers when an inspector is enroute. The team wanted to give inspectors the option to use this feature to improve the arrival experience for customers.
Geofences to automate detection of arrival to customer sites
The Groundworks team needed to automate the documentation of when an inspector visited a customer site. Implementing Geofences allowed the team to send a notification when inspectors arrive to customer locations; and automate the invitation to complete an NPS survey immediately upon leaving the customer site.
Dashboard visualizations to display work happening in real time
Since the operations teams have the location data from site visits, HyperTrack allows streams of this data to be presented on dashboards. By receiving this data through webhook streams, Groundworks is able to see service providers in realtime and gain a pulse on what is happening in the field in an aggregate view without depending on staff and service providers to manually provide status updates.
The next phase of building on mobile location data includes combining the precision of Geofence functionality with the intelligence from Orders API data to plan routes more efficiently and train inspectors as the company expands their platform to support new geographies. In this way, Groundworks will use data from each customer appointment to improve the next inspection appointment.
By implementing the above solutions Groundworks was able to experience many benefits in terms of both
their NPS score and the field service agents' usage of the feature that sends customers an arrival notification. The team was able to create a customer friendly inspection experience, with automated messages indicating expected arrival, departure and a post-departure survey.
The usage of the enroute notification increased to 75%-80% from 15%-20% and the completion of the NPS survey also increased significantly in the periods immediately following the implementation. Due to the increased amount of customer satisfaction data, Groundworks executives are able to have a better insight into their primary KPI - customer happiness.
By partnering with HyperTrack, the team at Groundworks has been able to capture location data and use it to enrich their most valuable customer relationships. As next phases of development continue, product leaders at Groundworks can innovate further to leverage location as a strategic asset to drive growth in other areas of their business.