When you pride yourself in delivering concierge service in a timely manner as the premier pool service company in the area, you are always striving to improve on perfection. Dispatching incoming customer calls and requests quickly and accurately is crucial to maintaining this high level of client care. With a service fleet of approximately 50 vehicles to serve a potential work load of many as 2500 per week, J. Tortorella reached out to Vehicle Tracking Solutions to assist in crafting a solution.
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The Challenge

Maximizing Efficiency, Response Times and Customer Care

Founded in 1981 by award winning pool builder and spa designer John Tortorella, J. Tortorella Custom Gunite Pools has experienced substantial growth and was exploring ways that they could not only maintain, but improve on their already stellar customer care. Tortorella saw the reliance of telephone calls to properly communicate with his team of service technicians as an inefficient impediment to their work day. The technicians’ need to stop their work in order to answer a phone call took valuable time away from their tight schedule and often resulted in a queue of service calls accumulating in the meantime.
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The Solution

Enhancing performance by combining technology

J. Tortorella was seeking the best way to enhance the speed and productivity of its team and reached out to Vehicle Tracking Solutions for help. By combining Vehicle Tracking Solutions’ SILENT PASSENGER location and reporting capabilities with the robust communication functionality of devices by Garmin, VTS was able to provide a comprehensive solution that greatly increased the effectiveness of the team and delivering significant Return-On-Investment.
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“ Silent Passenger has also benefited us with clear communications between our field service technicians and dispatcher. Details such as where their service calls are located and additional information that may be required for the specific repair are easier to relay. A message can be sent to their Garmin device located in the service truck that has exact addresses and notes, while adding it to their list of stops. It is no longer necessary to transcribe information over the phone, and this has helped eliminate the inaccuracy of missing information that can be lost in translation during a busy day. The routing feature has helped us give our clients realistic arrival times for repairs. We can see who is in their area, and how soon they can be expected. !”

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The Results

A faster, sleeker, more effective service team

Currently, J. Tortorella enjoys clear communications between our field service technicians and dispatcher thanks to Vehicle Tracking Solutions’ SILENT PASSENGER. Details such as where their service calls are located and additional information that may be required for the specific repair are easier to relay. From Silent Passenger, the user can dispatch a job directly to the Garmin in a vehicle giving the driver turn by turn directions with the fastest route available. They can also send messages to and from the vehicle via the Garmin. It is no longer necessary to transcribe information over the phone, and this has helped eliminate the potential for inaccuracy or missing information that can be lost in translation during a busy day. The routing feature has helped us give our clients realistic arrival times for repairs. We can see who is in their area, and how soon they can be expected. Additionally, Geo-locations of our service accounts and route management has allowed us to monitor in real time how the routes are progressing, and quickly decide which technician needs help with their work or can help with the work of others.
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About J. Tortorella Custom Gunite Pools

Aacclaimed and awarded for their expertise, J. Tortorella Pools is recognized as the leading designer and builder of high-end custom gunite pools in New York and ranks among the top 50 nationwide. The reason is simple: Their people are among the very best. Led by John Tortorella himself, our Hamptons-based Long Island company features an in-house staff of the finest professionals and craftsmen in the world who will create a pool environment that meets your specific needs – with a commitment to service that will exceed your expectations.