Glympse, a pioneer of real-time location technology, is working with TruGreen to deliver information to consumers and businesses — including the location and estimated time of arrival (ETA) of TruGreen specialists via the TruGreen mobile app. Glympse has integrated its technology with the Verizon Connect field service software platform on which TruGreen plans, delivers and executes its customer routes, tracks customer jobs and monitors the safety of its drivers.
Through the dedicated TruGreen app or mobile device, customers receive a unique link via SMS text, e-mail or mobile app notifications, allowing them to view the latest service timing information provided by Glympse, including the ability to reschedule their appointment. Further, once the service specialist is en route to that appointment, the customer will be able to see the specialist’s location on a live map, including ETA, so they know to the minute when their specialist will arrive for the service appointment.
TruGreen routes more than 100,000 jobs to customers’ homes and businesses daily, requiring advanced routing, mobile and location software and services provided by Verizon Connect. Glympse and Verizon Connect worked closely with the team at TruGreen to provide key information regarding the location, arrival time and job information for a particular work request or routine specialist visit.
“Many of our customers want to know when their specialist will arrive, so they can be home or be sure that pets are secure and gates are unlocked, so it’s critical that we are able to share updates and ETAs,” said Ken DeWitt, chief information officer at TruGreen. “By integrating Glympse into the Verizon Connect field service platform, TruGreen is able to streamline communication to customers to create a more personalized consumer experience. Additionally, TruGreen has integrated Glympse with its customer service system to enable representatives to better answer customer inquiries. Plans are also underway to integrate with TruGreen’s IVR (interactive voice response) self-service system, allowing for a truly omni-channel experience.”
“When customers request a TruGreen service, they are able to get near real-time information about their service and the location of their specialist – which is the result of key foundational data provided by the Verizon Connect platform tightly integrated with the customer-facing technology provided by Glympse,” said Mark Wallin, vice president of product management at Verizon Connect. “TruGreen is a leader in its space because they provide extraordinary experiences for their customers and keep them in the know.”
“As the leader in the professional lawn care industry, TruGreen is truly committed to providing excellent service to their customers,” said Rob Foley, vice president of Customer Solutions. “We are proud to have been selected by TruGreen to further their goals of providing innovative technologies to inform their customers and showing true digital leadership. We understand how important it is for TruGreen to build on the outstanding customer service they are currently delivering, especially during the critical window from the time a TruGreen customer schedules their service to when the specialist arrives onsite. The Glympse platform provides TruGreen with the ability to improve customer communication and visibility, resulting in overall better efficiency and a better customer experience.”