With a nationwide team of service and installation engineers and a customer base consisting of the leading housing developers and associations, IG Doors saw the need to improve the paper-based process that had evolved during the company’s 35-year history. With the need for an advanced, yet easy-to-use solution capable of handling both streams of the business – servicing and installation – the IG Doors team were impressed with Podfather’s proven capabilities in the building materials sector, its advanced cloud-based planning solution, intuitive driver smartphone app and customisable reports. As a result of the Podfather system rollout IG Doors has cut planning and admin time, enhanced customer service and increased the speed at which proof of delivery information flows across its operation.
“Here at IG Doors we pride ourselves on offering great products and exceptional service to all our customers,” comments James Toyer, IT Systems at IG Doors. “Before Podfather we had to rely on the movement of paper tickets across our business. Although this has served us well during our 35-year history, the time had come for us to change the way we manage our transport and service operations, for the better.”
IG Doors now use Podfather to plan two key business functions – service engineer appointments and door deliveries. The system is used to manage jobs, produce routes, collect vehicle check details, issue customer ETA notifications, track deliveries and collect electronic proof of delivery information. Instead of paper tickets, drivers are using the Podfather smartphone app to receive job information and enter proof of delivery confirmations with transport and customer service teams having full visibility of exactly what’s going on out on the road at any given time. In addition, the IG Doors team has access to a set of custom-built reports which provide management with accurate information to help assess performance and plan for the future.
“The customer service benefits of introducing Podfather have been significant,” adds Toyer. “With Podfather we can automatically issue ETA notifications to customers on the day before delivery, give them live status tracking on the day of delivery and issue electronic delivery confirmation immediately. The number of customer service calls has fallen dramatically as our customers enjoy the benefit of having full visibility of when their delivery or service engineer is arriving. It really has been a game changer for us.”
“Introducing Podfather has been proven to have a huge impact on customer experience as ETA notification, live delivery tracking and ePOD are offered as standard to all our logistics solution users,” comments Colin McCreadie, Managing Director at Podfather. “With Podfather your customers have full visibility of when their service engineer or delivery is on its way which has, time and time again, been proven to relieve pressure on customer service teams enabling them to concentrate on account management and sales, as opposed to having to deal with customer queries.”
