Is your software right for routes?
After speaking at the Cleaner’s Supply booth at this year’s Clean Show, I was escorted around to various computer software companies and
was amazed at the diversity of their programs.
I was also shocked at one particular group who laughed at me about the
importance of having a route feature for operators. In fact, I was even told
that routes are just a fad! Wow, I better start looking at another profession!
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The biggest question is when to switch companies or upgrade your current system
and are you actually going to utilize every option?
Since I focus on routes, let’s go through what I believe you need with your current system. You can then
decide what is best for you.
The biggest necessity with your software is that it has the ability to produce a
route manifest which you can use for operations, marketing, maintenance and
management.
Obviously you must be able to print it in proper stop order. I saw one system
that only printed the customer names in alphabetical order
— by their first name!
I also recommend that the manifest must include items delivered, notes, and even
other vital information such as last time picked up, addresses and phone
numbers.
The manifest is your single most important tool to operating a million-dollar
route and must be used to do so.
Look for a future article exclusively devoted to the importance of keeping your
manifest in order and how it can eliminate 95 percent of your delivery errors
if using to its fullest extent.
The next feature I look for is marketing reports. I truly feel that operators
often neglect this opportunity to maintain their business. Numbers don
’t lie, drivers do.
If you are not examining how your current clients compare to previous years or
how much business your new customers are bringing in, then you are not
utilizing the marketing reports.
I strive to stay on top of current customers, lost customers and new customers.
Some systems are excellent in this matter while others need a lot of work. The
most critical element of using these reports is to develop a scheduled plan of
examining and responding to the data provided.
Billing of the customers can be enhanced with a proper system as well. Your
system provider must be able to create invoices with ease and assist you with
the proper credit card billing procedures.
You should only have to enter your client’s information once in your system. Then when billing comes around, your software
must be connected to your credit card system. Too often I see someone spending
hours punching in 16 digit numbers to complete the billing cycle.
The printing and mailing of invoices can be eliminated now that some systems
have the ability to e-mail them. No more folding, licking, addressing and
stamping.
An obvious feature is tagging in. Now, I know most systems are designed with
this in mind, but the ticket or invoice that prints must include all route
information. I like the tickets that have ROUTE or other flags that separate
the order from a store customer. Many systems allow you to design your own.
Finally, another useful feature is one that is actually integrated with your own
website. Having the ability to have your clients go on line to your website and
place a pick-up order, pay a bill, communicate, etc., is a customer service
feature that can take you to the next level. This is becoming my favorite
feature since it can put you a step ahead of your competition.
The bottom line is that if your software does not offer at least four out of the
five benefits I mention above, it is time to look somewhere else. Obviously it
must be easy to learn and use, but once you make the switch, you will be asking
yourself why you didn
’t do it earlier.
When asked about whom I recommend, right now I am promoting SPOT. I love their
manifest and marketing reports. Whoever designed their route software must have
heard me speak at a seminar about what I envision what the perfect manifest
would look like. It
’s as close as I have ever seen.
If you are a software company and want my advice, contact me. I actually have a
computer degree and would love to take your system to the next level.
James Peuster offers onsite training and all aspects of routes. Management,
marketing and maintenance are all key components in developing a million-dollar
route. His e-mail address is james@theroutepro.com. His route manual is
available through the Golomb Group. You can listen to his radio programs on
www.theroutepro.com.
