How Thermo King of the Southeast Helps Maintain their Blue Track Status with DIS Notify

Thermo King of the Southeast the 2014 and 2023 North American Dealer of the Year is a proud Blue Track dealer, with locations across Florida and Georgia.

As any Thermo King dealer will know, an important part of maintaining Blue Track status is by offering an exceptional level of customer service. Brittany Dinkins, Lead Service Advisor at Thermo King of the Southeast, saw an opportunity to improve their customer experience by streamlining and increasing the frequency of communications during the service process.

“Because we are a Blue Track dealer, meaning we provide a new and more advanced level of excellence in customer service. One of the requirements to be a Blue Track dealer is that we had to utilize a system that goes a bit beyond your typical email system.

We were giving a different platform a try and we quickly realized it was very cumbersome. It wasn’t user-friendly at all and there were times where it just did not even work. Then we were finally introduced to Notify and almost instantly we were onboard with it.”

Favorite Features:

Message Templates

Invoice Attachments

 

How has Notify impacted how your team operates?

“I would have to say the biggest impact it has had is the decrease in phone calls, which allows our team to do more things that they need to get done throughout the day, because they’re not on the phone as much with Notify.

It allows us to set up what is known as ‘canned messages.’ Those messages are basically just templates. Every time we need to contact the customer, we pull up those templates: one being unit check-in, the second one being the estimate, and the third one being unit complete. As the unit goes through those repair phases, we send out those three emails with their work order number, the expected repairs we are looking to make, and an estimated time frame.

That information is basically all that the customer usually wants and needs. It really doesn’t require them to have to call us or even stop in to get an update. Everything is in those three templates, and when it goes out through Notify, we can put multiple people on it. The ability to send them out through text message is also very helpful.”

Are you finding that customers are responding faster now that your team is using Notify?

“Customers definitely respond more quickly.

I mean, it’s not even just your owner-operators, because we do have owner-operators who are maybe not as email savvy as they would like or care to be, but they’re good with text messaging.

As long as we can get through to them without them having to fumble through email, it definitely provides them the ability to respond to us quicker—whether it’s getting approval or even getting payment, because sometimes they do send us payment through emails.

So, Notify definitely impacts our ability to communicate with them, as well as them communicating with us.”

What kind of feedback have you gotten from your team?

“They love it. I have gotten nothing but positive feedback, especially when comparing it to what we initially started with. Notify is much simpler and has way more impact.

It’s linked to our accounting system, so we can also upload and attach an invoice. They absolutely love it.

One question that my team members had when we initially started using it was, ‘Does this mean that we’re going to get those messages directly to our cell phones?’

And as I explained, not necessarily. Because of the way Notify is set up, it comes with a personalized phone number for that location. Once you’ve sent a message through Notify, it’s going to go out under that particular phone number and the customer can respond. You’re able to continue to respond under that same phone number. So, it doesn’t go directly to their personal phone unless they want it to.”