Industry Leading Customer Service Module
Posted on 22. Feb, 2012 by Megan in Customers, Microlise - In the News, News, Partners, Product, Uncategorized
Customer Service Module
Enhance your logistics customer service experience with real-time visibility, call management and reporting.
Microlise’s new Customer Service Module is an optional enhancement within the Microlise Journey Management package.
Traditionally, Microlise’s Journey Management Module has focused upon reporting planned versus actual delivery performance for customer’s routes.
This allows Microlise’s traditional logistics customer base to proactively monitor delivery performance, in terms of route & schedule adherence, pre-advice customer’s of impending deliveries, as well as debrief the driver against any exceptions.
Transport management and planners then used this information to examine how a fleet is managed and deployed and enhance route planning rules on a period basis in order to optimise customer service, fleet usage and operating costs.
Unlike Microlise’s Schedule Execution Board, frequently found in the Transport office, the new Customer Service Module uses this same information, but rather than looking at routes in their entirety, presents customer service teams with proactive information as planned deliveries to specific customers and accounts are forecast to go into exception (based upon any contract SLA windows around a planned delivery).
Each time a Microlise tracked vehicle reports in, the same point to point routing engine behind the Schedule Execution Board calculates the estimated time of arrival for all outstanding deliveries on a route. The Customer Service Board uses this information to calculate if a planned delivery is likely to now fall outside an agreed service level window.
When this is predicted to occur, the specific delivery and all of the associated customer and contact information is highlighted in the Microlise Customer Service Board.
Each incident can then be allocated to a Customer Service Agent who can then contact the customer and use the Microlise system to both provide the customer with up to date delivery information, as well as manage and record all customer interactions under a unique call reference.
All of this information is held within the system and can be exported, by account / customer and site, to provide accurate KPI and issue reporting for periodic customer reviews for example.
Matt Hague, Product Strategy Director at Microlise comments; “The Customer Service Module is a departure from the typical traffic office centric solutions Microlise traditionally deploys, the module leverages the same point to point routing based ETA information but abstracts it away from the route and focuses on delivery performance into the individual customers or contract group. This system allows issues to be identified proactively and any resulting contact history to be recorded for reporting and subsequent review”.
“The Customer Service Module was designed to manage customer issues by exception and in a much more proactive manner. Thereby improving customer experience and reducing overall administration effort.”
Customers such as Bidvest Logistics have already seen the benefit of using the Customer Service Module within their business, “The Customer Service Module is without question industry leading and demonstrates Bidvest Logistics ambition to continue to service its client base to the best of its capabilities today and in to the future. The operating system now allows our business to proactively engage the customers with accurate information in real time and thus ensure they have clarity on the status of their delivery.” Shaun Foley Chief Operations Officer Bidvest Logistics UK.
Microlise partners with Celtic Tuning
Posted on 09. Feb, 2012 by Megan in Customers, Microlise - In the News, News, Partners, Uncategorized
In addition to the recent partnership with ETS Business Solutions, Microlise has also contracted Celtic Tuning to resell the Microlise solutions to the UK market making Celtic Tuning the second UK reseller Microlise has partnered with in the last 3 months.
Celtic Tuning has been reverse engineering OEM engine management software for over 9 years. Although initially targeting the performance end of the market, Celtic Tuning diversified its efforts back in 2008 towards the economy sector following great demand as a result of the exponentially rising price of fossil fuels.
The subsequent developments led to the formation of the Master Limit brand to provide software solutions to the fleet market. With a large emphasis on vehicle limitation and forced driver behaviour, the desire to accurately monitor vehicle movements, behaviours and fuel economy is what led Celtic Tuning/Master Limit to Microlise.
The Microlise solutions align with the Master Limit brand methodology and with the two businesses having very similar synergies, the partnership between Microlise and Celtic Tuning will hopefully be one which brings benefits both commercially and technologically.
Celtic Tuning and Microlise will be sharing a booth at the Commercial Vehicle Show on April 24-26. In addition Microlise will be represented on the MAN Truck and Bus stand at the show which will showcase the MAN/Microlise Trucknology system which is available on all MAN trucks.
Come see what Microlise can do for your business at Celtic Tuning/Master Limit Stand No. 3B15 and at the MAN Stand No. 3A30.
Celtic Tuning
Unit 3 Victoria Trading Estate
Roche
Cornwall
PL26 8LX
T: 01726892873
www.celtictuning.co.uk
Commercial Vehicle Show
April 24-26
NEC Birmingham
Free to attend!
www.cvshow.com
One Day Seminar in Strathclyde on February 16th – Microlise & ETS
Posted on 07. Feb, 2012 by Megan in Customers, Microlise - In the News, News, Partners
Microlise is pleased to announce the first ETS One Day Seminar in Partnership with Microlise. This event will be held at the Hilton Strathclyde on February 16, 2012. There will be two sessions held on this day which will encompass product information, new enhancements, future development and live demonstrations of the Microlise solutions.
The morning session will run from 9am to 12pm and the afternoon session will run from 1pm to 3pm. Morning attendees and afternoon attendees are both invited to join ETS and Microlise for lunch in the Hilton Strathclyde Restaurant from 12pm to 1pm.
ETS Business Solutions is the first reseller for Microlise in the UK and is ideal for this position due to their established track record of delivering quality service to their customers. ETS provides a unique consultancy service that lets customers see the benefits of the best tracking solutions for their business. ETS plans on holding these seminars every other month in locations throughout the country.
Last day to sign up for this event is February 13th, 2012.
If you would like to attend the event or want information on future events please feel free to contact ETS at www.etsbusinesssolutions.com.
ETS Business Solutions
12 Eaton Ave
Matrix Business Park
Chorley
PR7 7NA
Tel: 08716446268
Hilton Strathclyde Hotel
Phoenix Cresecent
Bellshill
Strathclyde
ML4 3JQ
www.hilton.com/strathclyde
100% of Microlise Customers would recommend their products and services!
Posted on 03. Feb, 2012 by Megan in Customers, Microlise - In the News, News
At the end of every project Microlise implement and then periodically, via our Customer Service and Account Management teams, Microlise talk to our customers to find out what we do well and where we could improve our products and services. One of the questions we ask is “would you recommend Microlise?”
Over the last 12 months, 100% of the customers responded that they would recommend Microlise.
Microlise are delighted that customer’s see the benefit of the effort Microlise put into the products we develop and the services we deliver.
Microlise prides itself on delivering innovative products that align with our customers’ business goals and operational needs, underpinned by outstanding customer service throughout delivery & support.
Simon Bewick, Microlise’s Operations Director commented; “Frankly, we are really pleased with the feedback that all of our customers would recommend us. The end of project and customer service interviews always provide us with loads of information we can act upon. Key for us is to make sure we listen to our customers and where there are things we can learn from and improve how we do things, that we do this”.
Microlise’s comprehensive solution packages incorporate Vehicle Tracking & Telematics, Route & Schedule Adherence Proof of Delivery. This is all delivered via what we term our “benefits centric” delivery model and is then supported by a wide-ranging customer service and benefits realisation consultancy offering. The latter is a service whereby periodically, Microlise report on the benefits the solution is delivering, how it is being used by the customer and how it might be better utilised within their operation.
A further reflection of the levels of service and product functionality we continue to offer is that, despite tough market conditions, Microlise continue to experience strong sales growth and business performance.
Microlise would like to thank its customers for continued support and loyalty and look forward to continued success in 2012 and beyond.
A Guide to Telematics (by FleetNews)
Posted on 01. Feb, 2012 by Megan in Customers, Microlise - In the News, News
The November 2011 edition of FleetNews featured a supplement guide for telematics users. This guide provides information regarding Green Fleet Management strategies, as well as examples of telematics in action and the benefits delivered.
According to the guide;
Greener Fleet Management is driven by three simple strategies…
Drive cleaner vehicles
Drive them more economically
Drive them less
Do this and companies will save money and reduce their environmental impact. (A Guide To Telematics by FleetNews)
Microlise’s Transport Management System portfolio significantly contributes to this agenda. The portfolio offers a Tracking and Telematics solution that;
Enables customers to understand how safely and economically their vehicles are being driven – thereby supporting the company to obtain the best levels of fuel economy and reducing fuel costs & emissions, as well as reducing accidents and wear & tear on vehicles.
Provides visibility of vehicle activity and utilisation in order to allow management to understand vehicle usage & utilisation. When this data is presented via Microlise’s Journey Management module, where all activity is measured againt planned journeys, then wasted time and unnecessary mileage can also be driven out of the operation, thereby ensuring highest levels of productive mileage and the right number of vehicles necessary to run the most efficient operation.
In the Fleet New section entitled; Telematics in action deliver savings for fleet operators – by using telematics, fleets have achieved savings worth millions of pounds, the article sighted two Microlise customers;
Tesco delivers with Telematics
Home delivery firm Tesco.com revealed 12% fuel use savings and a 6% drop in accident damage after fitting telematics.
The 2,200 vans on the fleet cover 60 million miles a year, so such significant reductions in costs will have a major impact on the business.
Any examples of bad driving are flagged up and bosses can immediately deal with problems such as harsh braking and errant behaviour.
To encourage drivers a league table has been produced at each depot.
Drivers are rewarded with a set number of points, which they retain if they are shown to have driven carefully and sensibly on the road on an ongoing basis. (A Guide to Telematics by FleetNews)
Firm targets 5% saving
3663 set itself a target of a 5% cost saving across its logistics transport operations.
As a first phase, 3663 implemented tracking and telematics across the company’s logistics fleet of around 340 vehicles.
It then launched a driving for excellence initiative which included publishing detailed driver league tables.
This programme delivered substantial savings as it quickly highlighted driving issues which could then be addressed, resulting in 3663 achieving its 5% target fuel saving in the eary stages of the project. (A Guide to Telematics by FleetNews)
The league table discussed in the feature refers to the Microlise A-G Report within the Safe and Economical Driving Style Reports which is available to all Microlise customers Using the Fleet Performance Telematics package. This comprehensive report allows the customer operation to monitor driving style at all levels within the fleet.
Both Tesco.com and 3663 as well as over 200 other transport & logistics companies, continue to look towards the Microlise Fleet and Distribution solution to support them in achieving the highest levels of utilisation, efficiency and fuel economy within their fleets.
