Category Archives: Customer Service

The Inside Track: TrackAbout Support Team Shares Favorite Features

Alex Neubert, the newest member of the TrackAbout Support and Implementation Team, polls her co-workers about their favorite TrackAbout feature they think our customers will love.


Alexandra (Alex) NeubertTrackAbout Support and Implementation Team Member Alex Neubert
Implementation Specialist
TrackMate since May 2016

As the newest member of the TrackAbout Support and Implementation Team, I began to swear by the TrackAbout Wiki to learn the ins and outs of TrackAbout and to help solve problems for clients. To assist in growing my knowledge, I relied on my fellow TrackMates to help me along the way. I used their expertise to learn as much as I possibly could. Day by day, as they told me about their favorite features, different modules, and the tips and tricks that one could only learn with years of experience, I realized how much more I had to learn. So it made me wonder have our clients missed out on anything? Are there awesome features that somehow slipped through the cracks amongst all of the great things that TrackAbout has to offer? Are there tips that could make our users’ experience better? This inspired me to share the knowledge of my TrackMates with our readers and introduce them as the experts they are.

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Real Asset Tracking Stories: An Unusual Request

Asset Tracking Expert Louise Pickett

Louise Pickett Senior Support Specialist, TrackAbout

This story comes from Louise Pickett, TrackAbout Senior Support Specialist.

Every day on the TrackAbout Support Team, we have the pleasure of helping our clients with their asset tracking needs. In the eight and a half years that I’ve been with TrackAbout, I have received a wide variety of requests, from loading data to researching why TrackAbout handled data a certain way, and everything in between.

One particular day a couple of years ago, I responded to a most unusual request. The phone call was from a police officer in a far-away state. He had found a rugged handheld device along the side of the road. Amazingly, it was still functional, and when he turned it on, he could see the TrackAbout mobile application! After some quick detective work, this officer was able to find the phone number for TrackAbout and, voilà, he was on the phone with me! I was able to quickly guide the officer to giving me a unique identifier for the device and was able to put the client in touch with the police officer to recover their lost handheld.

Daily, TrackAbout saves clients money by keeping asset balances correct to minimize lost rental revenue, by helping clients to find unused equipment rather than purchasing new assets, and a whole host of other ways. On this particular day, we saved our client the cost of replacing a handheld.

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TrackAbout Customers Talk Success

TrackAbout is committed to helping our customers achieve their goals.  No matter what industry they serve, all of our customers have common objectives of saving money, increasing revenue and improving productivity. A few of them took a break from TrackApalooza, our annual user conference, to describe how their companies have benefited from our asset tracking software. Hear what they had to say in the video below. Read about other customers on the Stories section of our website.

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TrackAbout Spin Off Lockhouse to Revolutionize Packaged Gas Industry

Cylinder tracking experts Tim Fusco and Jim GlessnerLockhouse is changing the way gas distributors think about their cylinders.

Lockhouse will use a few key attributes of a cylinder (including serial number and other
properties) to uniquely identify assets with a readable code. This code then becomes the Passport Tag™ for that cylinder, which accesses a web-based application containing updatable information about each asset in real time. Manufacturers and owners can add important critical information, and can receive feedback and GPS coordinates of the asset from the operator.

Tim Fusco, TrackAbout’s CEO, likes to call Lockhouse a “virtual neck ring.” Since its inception, the industrial gas industry had used neck rings and other markings on cylinders and other packaged gas containers to indicate ownership. With so many acquisitions among packaged gas suppliers over the years, today neck rings are not always correct or useful. Lockhouse is a Virtual Neck Ring that indicates ownership and links to dynamic critical safety and inspection information as well as any other information that the owner wants to make public.

Read the full story.

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Argyle Welding Supply Working Smarter with TrackAbout

Argyle capitalizes on TrackAbout asset management

This story originally appeared in gasworld.

New Mexico-based Argyle Welding Supply is reaping the rewards of partnering with TrackAbout, after the asset management solutions provider helped the company to overcome a number of data challenges.

Headquartered in Albuquerque, Argyle Welding Supply is a family-owned wholesale distributor of industrial, medical and specialty gases, welding equipment and supplies, with branches in Las Cruces (New Mexico) and El Paso (Texas).

Despite its success in the market, the company had still been faced with challenges; a lack of reliable data to provide accurate billing, resolve customer disputes and account for cylinders had a negative financial impact.

“We now have the evidence to back-up our claims in customer disputes. We can provide our customers with specific detail as to the exact cylinder, order number and delivery date and time.”

“We never want customers to take their business elsewhere so we found ourselves caving in because we didn’t have the indisputable back-up we needed,” said Jim Wright, President of Argyle Welding Supply (right). “It affected our business financially as we were often writing off lost cylinders and rental revenue, not to mention the time spent arguing these disputes.”

The company turned to TrackAbout, which offered proven success in overcoming everyday obstacles that hinder the collection of detailed and correct information, leveraging technology to eliminate the inefficiencies of traditional paper-based systems. Data is collected at key stages via mobile handheld computers, smartphones or tablets, providing timely, accurate information that is free of manual keying errors.

“What really amazed me was the ability to capture cylinder history,” said Wright. “We now have the evidence to back-up our claims in customer disputes. We can provide our customers with specific detail as to the exact cylinder, order number and delivery date and time. We can even tell them when the cylinder was scanned on and off the truck.  This adds legitimacy to our claims and it has reduced dramatically the financial issues we’d experienced.”

Armed with accurate asset balances, Argyle was able to start billing for the cylinders that weren’t accounted for. “We increased our rental income by about 6-8%,” he said. “Overall, TrackAbout enables us to do a better job,” said Wright. “We will never forget to bill for a 2,000 lb. bulk tank again.”

 

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Opportunity-based Asset Tracking: The Glass is Half Full

Opportunity-based asset trackingThis could be a defining moment for your company. Sooner or later a customer or prospect is going to require you to have asset tracking capabilities in order to do business with them. It’s likely they’ve experienced disputes over asset balances and incorrect invoices. Or perhaps they need a better way to comply with regulatory requirements. They’ve heard that asset tracking software improves accuracy and they see it as a way to manage these issues. How you react could be the difference between mediocrity and excellence.

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TrackAbout Featured in CryoGas International

General Welding 1000x560Westbury, NY-based General Welding Supply is a wholesale distributor of industrial, medical, specialty, and cryogenic gases as well as a full line of welding supplies. Family owned and operated since 1923, employees share a commitment to providing customers throughout the Long Island-Greater New York Metro area with quality goods and services at the best value. They also recognize a vested interest in the wellbeing and safety of their local communities.

Prior to implementing an asset tracking software solution, the company experienced issues familiar to packaged gas distributors such as lost cylinders, rental disputes, billing mistakes, and manual errors. In addition to being a challenge to their operation, these issues also were a potential threat to customer relationships.

Read the full story.

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Raising Accountability for Oilfield Equipment with Asset Tracking Software

Asset tracking software for oil field equipmentAccording to the Association of Energy Service Companies (AESC), oilfield thefts amount to an estimated $1 billion USD annually. Stolen equipment ranges in value from $100 to $10,000 USD or more per item and includes laptops with proprietary information, control panels, pipes, valves, heavy equipment and anything else that isn’t bolted down, as well as some things that are.

Clearly, there’s a problem. What’s interesting is that many of the well service companies we’ve contacted deny ever having anything go missing, whether stolen or unknowingly misplaced. I suppose it’s not surprising really. We’ve seen this scenario before.

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5 Ways Asset Tracking Software Makes You a Hero

Asset tracking software makes you a heroThe essence of great customer service is forming relationships with customers. The best asset tracking software helps you do this by offering your customers several benefits that make doing business with you a no-brainer.

Great customer service is vital to the success of any business. You can offer promotions and reduce prices to bring in new customers, but if you want to keep them you’d better give them a reason to stay. Otherwise, they’ll always be looking for the next bargain.

 

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