CarrierTrack® Technologies, LLC and American Newspaper Solutions, LLC have found a way to close the circle when dealing with customer service issues. In an age of unlimited information choices, providers need to find a way to separate themselves from everyone else.
For newspaper home delivery and single copy sales distribution, information is the bedrock of providing superior customer service. It starts with the first contact to the publisher’s call center and ends with a satisfied subscriber or customer. For that reason, publishers have invested in the onshoring of some or all of their inbound customer service calls or have increased the training and communications with offshore providers.
CarrierTrack® Technologies has been developed to move that information seamlessly to the delivery person, who is the only one that can truly make sure the reported concern is handled to the receiver’s satisfaction. Once the customer service agent greets the client with a smile in their voice, the process is under way.
CarrierTrack® has been programed with an open architecture, so it is compatible with most circulation/customer service systems. Once a day, or more often if needed, CarrierTrack® can communicate with your system and receive that day’s customer service issues as well as any new starts or stops. CarrierTrack® will take it from there; using its advanced integrated programs and algorithms, it determines the exact market/zone/route that the subscriber is going to receive delivery from on the next delivery cycle. The system then prepares a digital route list that contains the address, abbreviation of each product name, quantity, placement instructions and — here it comes — any customer service issues that were reported the previous day! Before the delivery person begins delivery of their route, they download their route(s) information onto their smartphone or tablet.
CarrierTrack® then begins to guide them through their assigned route in the sequenced order they have selected. They can view the route in either List Mode, for the experienced carrier who knows the territory, or Navigation Mode, which presents the route with a map view and live turn-by-turn directions. Navigation Mode lets even the most inexperienced person on a territory or even someone who may not have delivered newspapers before be successful during their first time on the route.
In either mode, as they approach the next address, they receive information, including the previous day’s customer service issues — both visually and/or audibly. It is in this manner that the contractor is never really alone on the route; as we like to say: May CarrierTrack® be with you.
Through this constant updating of information throughout the delivery cycle, the delivery person can execute their responsibility in a flawless manner. In order to provide complete assurance that a problem has been resolved, CarrierTrack® has a photo capture system as part of its capabilities. Reports for the publisher can be generated easily, or — if known and authorized — the photograph can be e-mailed directly to the subscriber automatically once the delivery has taken place.
It is this closed circle of information from the subscriber or client to the publisher and finally to the delivery person that assures that no one in the chain has the incorrect or delayed information. The ability to assure a problem is addressed with first contact resolution keeps subscribers satisfied and, hopefully, life-long readers of your product.
For information about CarrierTrack®, please contact:
Jerry Ballenger – jwb@carriertrack.com
Rick Epstein – rick@carriertrack.com
Website – carriertracktechnologies.com
