Driver: Click to Call

At various points in the pick-up journey, driver and employee communication is critical for an efficient and anxiety free commute. Some of the key situations where driver may want to contact the employee – 

1. Last mile directions
2. Cab has arrived
3. Wait time exceeded

However, from employee safety standpoint, organizations are often worried about passing the employee phone numbers to the drivers – at-least of the female employees. In current scenario, organizations either completely restrict the driver employee communication or only pass the numbers for the male employees. 

Both of these approaches have problems. In the first case, drivers and employees call the Transport Help Desk (THD) for all information needs – and with so many cabs on the road at the same time picking employees from all over the city, an overburdened THD employee is put in the tough role of ensuring quality and timeliness of communication. Also, in cases where drivers have the numbers of the employees, there is a reluctance to call as the calls cost the driver.

In addition, letting the drivers directly call the employees gives no visibility to the THD team on call details, such as – 

1. How many times did driver attempt to reach the employee?
2. Where was the call placed from, when the driver claimed to have arrived at employee’s location?
3. When was the call placed?
4. Was the driver or employee rude on the call?

With ETS, Driver App: Click to Call feature, MoveInSync is now able to address all the above concerns and provide a comprehensive solution that keeps in mind the needs of THD, drivers and employee safety. The key aspects of this feature are – 

1. Ensure Employee safety – employee numbers are never shared with the driver’s device
2. Transparency of call data – complete visibility into each calls placed
3. No cost for drivers – drivers do not need to worry about calling employees from their own pocket
4. Great call clarity and high call connection rate
5. Excel dashboard – so you can slice/dice and view the data from variety of angles, identify pain points quickly and take corrective actions
6. Highly configurable – you decide which cab will have access to this feature

Using the Click to Call feature

Once the feature has been enabled on a driver’s device, driver can start using the feature from the next time he/she signs into the device for duty. The click to call button is placed against an employee name in the tripsheet. So, at the time when a driver starts a trip (e.g. 20 minutes before the first pick-up in login trip), driver sees the tripsheet loaded on their device. The tripsheet contains the list of employees to be picked up on the trip along with their pick-up location and pick-up time.

Driver can click on the "..." icon against an employee to initiate call.

Below is the flow diagram for how it works - 

To enable this feature for your drivers, please contact accountmanagers@moveinsync.com