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How 1-800-GOT-JUNK Boosted On-time Arrivals and Revenue with Verizon Connect Reveal

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Because of Verizon Connect, we get our drivers to the jobs faster. We can also provide immediate answers to customers when they call in. The ability to put more real-time information at our operation guys' fingertips is a big plus.
Scott Duerbeck
General Manager

For 14 years, the team at 1-800-GOT-JUNK in Baltimore, Md., has been helping people clear the clutter out of their homes and offices. The company employs more than 20 employees and manages a fleet of 11 vehicles; together they haul away junk and promise to never leave a speck of dirt behind.

Impact on Customer Service

Junk removal is a time-sensitive business at 1-800-GOT-JUNK. The company's strict commitment to a 2-hour arrival window required them to have a GPS fleet tracking system that could get their drivers to the right job at the right time. Before Verizon Connect, drivers and office staff relied on customers to tell them how much junk they had or how complicated the job would be. Drivers began finding themselves at jobs that took much longer than anticipated which caused some friction when it came to dispatching. Through Verizon Connect technology, dispatchers can easily see where each driver is located and when a call comes in, the correct driver can be dispatched to the job based on their proximity to that location. “We couldn’t live without [Verizon Connect],” says Klug. “The system really delivers what is promised.”

Using Verizon Connect has also helped 1-800-GOT-JUNK outperform their competitors by increasing the accuracy of arrival times. Dispatchers can easily see a driver’s location and dispatch the closest driver to an incoming customer call. “Because of Verizon Connect, we get our drivers to the jobs faster,” says Duerbeck. “We can also provide immediate answers to customers when they call in. The ability to put more real-time information at our operations guys’ fingertips is a big plus.” On top of improved customer service and narrowed arrival times, 1-800-GOT-JUNK credits Verizon Connect for increasing profits by helping them fit more jobs into the day. “Adding in another job in the same zip code helps us make more money. Adjusting the schedule as the day goes on would be impossible without Verizon Connect to help us,” adds Klug.

The Power of Maintenance

Keeping vehicles on the road also keeps money in 1-800-GOT-JUNK’s pockets. By utilizing the maintenance feature that includes monitoring preventative maintenance events such as oil changes, tire rotations and general services, Duerbeck and Klug can help ensure their vehicles are as healthy as possible when the rubber meets the road. One of their primary concerns centered around older vehicles in their fleet and how to keep them on the road for as long as possible without causing permanent damage…or putting a big kink in the day’s schedule. “Verizon Connect is better than our previous GPS tracking solution. It is much more customizable, which is a big help because we are on the road seven days a week and drive a lot of miles. We really need to stay on top of this kind of thing,” says Duerbeck.

Increasing Accountability

An increasingly important topic for Duerbeck and Klug was how to promote driver accountability which was easily solved using Verizon Connect Driver ID feature. Since drivers at 1-800-GOT-JUNK can operate as many as three vehicles on any given day, knowing exactly which driver is operating what vehicle can help increase accountability especially when it comes to speeding and harsh driving incidents. With the aggressive red light and speeding programs implemented within the City of Baltimore, it became absolutely crucial to coach drivers on any harsh driving behavior that may lead to a costly ticket. “Safety is important but accountability is even more important to us,” says Duerbeck. “Our drivers are responsible for paying for their speeding tickets and having Verizon Connect has helped us identify who our chronic speeders are so we can stop that behavior before it becomes a real problem,” he adds.


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Tags: Cost control, Customer Service, Dispatching & Scheduling, Productivity & Efficiency, Revenue & ROI, Vehicle Maintenance