Responsive repairs provider DW Support Services is using Localz’ last-mile location and messaging technology to ‘Uberise’ its real-time customer communications in line with consumers’ service expectations and experience from other sectors.
By incorporating Localz’ real-time tracking and two-way communication for end-customers, DW Support services expects to enhance customer service and gain a competitive edge in the repairs contractor market.
Following the introduction of Localz, DW Support Services, its clients and end-customers will benefit from accurate ‘on my way’ ETA notifications for customers, real-time operative tracking for customers’ added convenience and reassurance, two-way communication via SMS (including the ability for customers to pass important last-mile details direct to their assigned operative), automated post-job customer feedback requests, and real-time dashboards to show back-office teams the live location of each operative, their daily job progress and ETA at their next destination.
Alan Elliott, head of responsive repairs, DW Support Services, said, “We are expecting to see some fantastic benefits from Localz for our clients, their tenants and also for our own staff.
“Implementing Localz will make our end-customers’ lives easier, reduce call wait times and increase first-time access rates, all the while improving the overall customer experience for tenants. We will now also be able to give customers a real-time view of progress for the repairs at their property, a service that is already common across many other sectors.”
