My Calendar and automated email reminders

Comments 5 comments by on March 7, 2009

My Calendar is an upcoming Headlight feature designed to reduce inbound calls, improve delivery rates and leverage email communication. Delivery customers can view their schedule online, print a 12 month calendar, sign up for automated reminders and more. It includes a dedicated web page for collecting email addresses and easily handles thousands (or tens of thousands) of email addresses.

Please watch the five minute video and post any comments/ideas/suggestions.

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5 Responses to “My Calendar and automated email reminders”

  1. Guest
    Mar 11, 2009

    I initially like what I see! How many dealers are using this program? What costs are attended to this program? Our expense would be getting email addresses and entering them into the program. Any thoughts on that end of it?

  2. Chris Sciora
    Mar 11, 2009

    No extra charge. It’s part of the standard Headlight service.

    First step is training everyone to ask for email addresses. That’s CSRs, sales people, drivers, anyone with customer contact. Give everyone an easy way to record and bring back to the office. That’s free and certainly gets things moving in the right direction. Next step is putting together a plan to actively collect email addresses from the customers. I’ll post a detailed entry later in the month, but it’s basically (a) asking customers and (b) giving them an incentive to provide it. You’d be surprised how many customers will simply offer it.

    There’s two parallel approaches for the remainder.

    The first is incorporating email collection throughout the sales, marketing and billing process. Things like adding a signup form to the website, adding a line on order forms, adding a message to monthly invoices, etc. The second is specific campaigns throughout the year designed to capture email addresses. These use the incentives mentioned at the end of the screencast. Each campaign will hit a portion of the remaining customers. Three or four campaigns will get the large majority at a reasonable cost. For example, dropping off flyers and/or bottled hangers costs almost nothing.

    The customers are entering it, not your staff. The campaign simply explains how/why.

  3. Kara
    Mar 12, 2009

    LOVE IT!! This will greatly improve our customer service and the customers can find out about their routes, post delivery messages and such on their own time. Makes it easier for everyone!

  4. guest
    Mar 12, 2009

    I think it looks like a great idea. If a customer’s delivery date change’s (maybe a frequency change or a need to reschedule) will this be reflected on their delivery calender? How often does the calender update? We are constantly sending out new calenders due to frequency or route change?

  5. Chris Sciora
    Mar 13, 2009

    Thanks! The calendars are updated in real time, so it’s updated immediately after the frequency or day changes. The next time the customer visits My Calendar (or hits refresh in her browse), it will show the new calendar.

    But that reminds me of something that almost got forgotten. There should be an option to send notices to customers who need an updated calendar. Basically, it handles the notification step for you when it’s necessary. That makes implementing route changes much easier.