The smaller map shows sequenced delivery orders for a route. Click the link below to see detailed driving directions in a new window. From the new window, you can print two different ways. File | Print uses the default layout or customize it with the Print link (upper right corner).

View Larger Map w/Detailed Driving Directions

Tiny URL: http://tinyurl.com/yzma6wv

At first glance, that seems reasonable for both parties. The person gets real-world results and we get a potential customer. The problem? It’s a waste of everyone’s time.

Optimizing scheduled delivery routes for any particular industry is complex. There are many considerations with data validation, quantities, revenue, route geography, driver compensation, delivery restrictions and so forth. It’s not possible to take a data file separated from the real-world needs and create a useful scenario for comparing different routing applications. Handing your data to the vendor and asking them to push the Route-O-Matic 9000 button doesn’t tell you anything about the steps involved in getting those results.

Any decent routing application will generate approximately the same results given the same data. However, because of the reasons mentioned above, it’s impossible to actually implement those routes on the street. And the vendor won’t be building those routes for you after the purchase is made. Evaluations should include how much time, work and effort will it take to get similar results on your own.

Here’s some guidelines for evaluating a routing and logistics package:

1. Ease of use. How long does it take to get results? That includes installation, setup, training, data import, routing and publishing. It varies greatly between application, but several weeks (and even several months) isn’t unusual.
2. Ease of transferring data in both directions. Data must flow between the billing/CRM system and the routing system. Most packages only include manual import and export. That’s time consuming, error prone and cumbersome.
3. Quality of mapping data. Few vendors use the latest data from TeleAtlas and NAVTEQ. Those two are widely recognized for providing the most up-to-date and accurate mapping data.
4. Applicability to task. Does it work for your specific industry and routing needs? Most packages were developed primarily for dynamic routes in specific industries. Make sure it works for yours.
5. Cost. Purchase price, upgrades, maintenance fees, training and consulting can easily range from $10,000 to well over $100,000.

Here’s how Headlight meet those guidelines.

1. Ease of use. Create an account and watch the online video tutorials.
2. Ease of transferring data in both directions. The import wizard matches fields, geocodes in real-time and summarizes the results. For scheduled delivery routes, Smart Sync completely automates the data transfer process.
3. Quality of mapping data. TeleAtlas and NAVTEQ are both used.
4. Applicability to task. Specifically designed for smaller companies to quickly plan routes, spot routing problems, evaluate changes and simplify daily tasks. It’s routing software that offers a smarter way to manage delivery vehicles and service routes starting at only $97 / month.

Let’s say you wanted to buy a new table saw. Asking the manufacturers to cut a pile of boards just proves THEY can cut boards with it. Unless you’re planning on outsourcing the project entirely, you need to roll up your sleeves, turn it on and try it yourself. It’s the difference between reading car reviews online and taking that shiny new car for a nice, long drive.

Try Headlight with our 100% no-risk guarantee

Email is ideal for supporting software and web apps. Phone messages are typically vague (e.g. “Hey, it's John. There's a problem with Headlight, call me back”), don't ask specific questions and never include helpful items like logs, links, screenshots or error messages. Email allows for all of those things.

Email is time independent, allows multiple support people to cooperate on a single incident and tracks all communications. That dramatically shortens the time required to resolve an incident – which is a key metric – and lets us review support tickets after the fact. Many times, those reviews results in new features or changes that prevent that particular incident for everyone, including people who aren't yet clients.

Here's a good example. Our next release includes a highly visible link on the login screen called “Can't login?” that links to a post titled Headlight won't let me login. It highlights the top five reasons for login failure. It quickly addresses 99% (perhaps 100%) of all login errors AND is much faster than making a phone call. It's available 24/7, can be bookmarked, sent to other users and often includes screenshots. Which is just about perfect for task based explanations.

We regularly evaluate whole bunches of software. Web applications, development tools, graphic utilities – it's a long list. Part of that is finding great tools for MobileIQ, part is finding great recommendations for others. Having worked with MANY different software vendors, it's clear our perspective on support differs markedly from many others.

Phone support provides three options. None work well for application support.

1. Calls are answered immediately. Regrettably, this rarely means a highly trained, competent rep just picked up. It's often someone tasked with picking up the phone quickly, followed by shuttling between different departments to locate the right person. Once the support process actually begins, you have no idea whether it will take five minutes or five hours to resolve. Be prepared to repeat the whole story again to another person after the first rep determines they can't help.
2. You're put in a hold queue. Same as #1, but this make the process even longer. How is spending time on hold helpful to anyone?!? It's not a good use of anyone's time, particularly an end user who certainly has more important things to do.
3. You leave a message with callback number. This is my all-around favorite waste of everyone's time. What are you doing when the call is returned? Almost certainly something different than before. It's extremely rare for someone to leave a message, receive a unscheduled return call and instantly want to drop their current work. You'e already moved onto other things, other priorities, other tasks. Now we're interrupting you, end up leaving a message (“Hey, it's MobileIQ Support just letting you know we called!!!”) and the phone circle begins.

We believe the best support call is the one that never takes place. It's far better to prevent problems entirely than answer the phone quickly. Our clients rarely ask for support because it's simply not needed.

Here's my quickie list for best application support. All provided via email.

Freshbooks @ http://www.freshbooks.com
Active forums, thoughtful answers, always looking for customer feedback. They do offer phone support, but I've never used it. See above.

37Signals @ http://www.37signals.com
One company, couple handful of employees and millions (!!!) of users. Try that with a call center.

SuperDuper @ http://www.shirt-pocket.com/superduper/
I honestly think they have an intravenous email drip. Or perhaps telepathic keyboards.

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