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.

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.

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.

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.

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.