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Five years, the fifth largest US propane retailer decided to make a big change.
Thermogas decided to move from a product company to a service company. Every employee
would become, in effect, a sales person. Drivers were to spend less time driving,
more time with customers. Bookkeepers would spend less time keying in numbers, more
time on sales and service.
Great idea, except for one problem: Employees at Thermogas were bogged down by an
old handwritten delivery ticketing system.
Drivers making a delivery would write out tickets, and then bring them back to the
office, where they would re-keyed into the system. Efforts were duplicated, errors
were inevitable and when bookkeepers weren't punching keys, they were on the radio
with drivers, giving account updates and address changing.
Then, Thermogas found TouchStar. “At first, our drivers were very reluctant, even
afraid, to switch to a handheld computer system,: said Brian Bernard,. Supervisor
of Operations Administration for Thermogas, :But it went wonderfully. Within less
than 2 weeks, they were hooked.”
Now, when the driver goes on his route, he doesn't have to call the office to get
directions or ask for account balance. Everything is right in the computer. The
driver simply enters the volume, captures a digital signature and on-screen and
prints out the invoice and receipt on the spot. The driver's input is downloaded
directly to the Thermogas home office, eliminating duplication and key punch errors.
Bernard credits the quick acceptance to the system's user-friendly design. The touch
screen has simple, large buttons that respond to the ‘finger touch' of the operator.
“It's the easiest to use that I've seen.” He said. Even in sub zero temperatures
with a heavy gloved hand”.
It didn't take long for Thermogas customers to notice a difference.
“The printed tickets with our logo have given us a more professional image”, Bernard
said, “Customers often make comments like, ‘Wow! Thermogas is going high tech!'”
Most importantly, the driver can use the time he saves to get to know customers
and better understand their needs. And the former bookkeepers, re-titled Customer
Service Representatives, can now “take time to service the customer, rather than
process the tickets”. Bernard said.
Bernard added Thermogas carefully researched all the latest handhelds on the market,
The system stood out, not only for ruggedness and ease of use, but also because
it allowed them the options of writing their own application for the trucks.
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