CarrierTrack® Technologies, LLC. is proud to become a Gold Solutions Partner of America’s Newspapers. We have been in the newspaper industry for many years since our founding in 2002.
The following is a description of the features of our CarrierTrack® software, as well as the experiences of one of our clients, the New Hampshire Union Leader and its IT director in charge of the implementation of the CarrierTrack® conversion, Tod Erickson.
The software provides live turn-by-turn directions, audible new start, stop and customer service alerts. Every address is confirmed, including a time and date stamp. Multiple products can be handled for each distribution cycle, which can include home delivery, single copy and even post office or parcel delivery, if desired.
Customer service issues may be photo verified. The system has an algorithm that will select random addresses for photo verification that can serve as an audit for each delivery cycle.
As Erickson says, part of the core competencies of CarrierTrack® is it lets you track delivery, drive down complaints, provide better customer service and gives you better visibility into the delivery process in real time.
CarrierTrack® also gives the carrier the ability to check non-delivered addresses before leaving the area and repairing any missed deliveries that may have taken place. A unique feature is for the carrier in the field to be able to — in real time — adjust a geocode location using an easily accessed tool for issues such as a bank of delivery tubes at the beginning of a street.
The system is based on cellular service, so it can be used on a phone or cell provisioned tablet. A full management dashboard is available that — among other features — allows the ability to view delivery in near real time and manage each by: DC, carrier, route or address.
The enhanced subscriber experience helps to retain existing customers through superior customer service. As Erickson says: the old adage is that the best customer you can have is the one you already have! He goes on to say the cost of customer acquisition is very expensive; it is not like you send out an email blast or you put up an advertisement and the customers come rolling in.
CarrierTrack® assures new starts are started timely and stop requests are stopped as requested. It reminds the carrier daily of customer service requests in real time. Erickson states that his company was spending over $7,000 a month crediting customers for missed delivery or redelivery costs; this expense is now under $1,000 per month. He says that the complaints per thousand were more than 12; they are now continuously 1.8 or less.
CarrierTrack® also permits the newspaper to slash down route costs. Every new carrier becomes familiar with a new route on day one! Every substitute carrier becomes familiar with a new route on day one! This significantly improves new and existing carrier retention while reducing customer service errors during route transition. Erickson wraps up his comments saying that implementing CarrierTrack® is like growing your subscriber base by 10% a year — not in customer acquisition, but by driving down expenses associated with delivery. Depending on the newspaper, he says, that can be a savings of tens or many tens of thousands of dollars a year.
CarrierTrack® powers all of the distribution made by its sister company American Newspaper Solutions, which counts the following media companies among its clients: Gannett Publishing Services, Hearst Newspapers, Dow Jones & Company, The New York Times Company and The Chicago Tribune Company.
To find out more about our companies, visit:
Or contact:
Jerry Ballenger: 248-842-4231 or jwb@carriertrack.com
Rick Epstein: 912-222-8641 or rick@carriertrack.com
Corporate offices are located at:
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Rochester Hills, MI 48306
