Air Engineers Heating & Air Conditioning, A Service Experts Company has been serving the Jacksonville community since 1965. Air Engineers is part of Service Experts, who have been an Azuga customer since April 2015.

Challenges

As a service business, Air Engineers provides a 2-hour time window to their customers, so knowing the location of their technicians is crucial for scheduling. Managing fleet safety is just as important for Peter, Air Engineers' Operations Manager. 

Solutions

With Azuga’s live map view, the Air Engineers’ customer service team can efficiently route and schedule customer calls throughout the day based on accurate location of technicians. This has improved their operational efficiency. 

To help manage safety, Peter uses driver scores to manage safety across his team as his technicians are driving all day and every day. He monitors the scores to proactively correct problems, particularly the overall braking score because it usually indicates that a driver is not paying attention. Peter also receives the hard braking and speeding alerts. If a technician has more than 2 or 3 harsh driving incidents in a week, then it is cause for investigation.

Results

The live map and breadcrumb view enable Air Engineers to route, and schedule calls based on where their technicians are, and this enables his team to provide a higher level of customer service. When needed, Peter also uses the breadcrumb view to track and investigate suspicious activity during non-business hours, which has helped to reduce unauthorized vehicle usage.

At the end of each month, Peter presents the driver scores to the team and rewards the top three drivers with gift cards. Drivers are aware of the areas they needed to improve upon, and driver scores have improved dramatically while building a safety-first mentality. This has helped the team focus and become more mindful of their driving habits. Initially it was a sore point, and now has become part of the team’s daily routine, and has resulted in improved driver scores. 

‍