Papalia Plumbing & Heating, Inc. has provided plumbing, heating, cooling and drain cleaning services throughout Massachusetts since 1989. A devotion to superior customer service forms their main philosophy, from promising to “exceed your expectations” and ensuring that technicians wear protective boot covers and use drop cloths when working inside clients’ homes.
To help maintain a high level of customer satisfaction, Papalia implemented the FleetMatics GPS fleet tracking system to better monitor their technicians. “It keeps them honest, and efficient,” says Vicki Laake, office manager at Papalia. “We are able to zoom in if they are lost to help them find the customer’s home faster. It also helps us schedule jobs in a manner that keeps the travel time between jobs to a minimum.”
Papalia uses FleetMatics primarily for tracking purposes, “to ensure techs are on the job on time,” says Laake. “It works with our dispatching program, so we are always looking to see what time they arrived and what time they left a job. “We also track startup and shut down times for the guys that get paid hourly.”
Improved dispatching has been one of the biggest benefits of the FleetMatics system. “It’s just helpful knowing where the techs are, so if customers call we can use that information to determine who is closest to a particular job site,” she adds. “That’s always a plus when dealing with last-minute emergency calls.”
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