What is LBT?

We monitor "location-based tracking" as one of our performance metrics. Here's why it's important.

You've probably heard us refer to "LBT" as one of the performance metrics we monitor, but what is it exactly? LBT, or "location-based tracking" is what creates that "Uber-like" experience for the customer. Today's consumers expect transparency in everything they do - from ordering a pizza to hailing a ride share. That expectation is no different for roadside assistance. They want to know when the tow truck is on its way, and they want to see the truck move across the map on their phones. For that optimal customer experience, we monitor LBT percentages for every job and every service provider. 

Here's how to hit 100% for your LBT goal: 

• Make sure your drivers have their location services (GPS) enabled on their smartphones.

• • En route/Start Route means they're on their way to the customer.
    
     
    • Note: Because the customer is notified when this action takes place, it's important the driver only starts the job when he is actually on his way to that exact customer.
      • We've received complaints from customers who thought the driver was on his way because they could see his truck moving, when in reality, he was making another stop across town before going to that customer. The customer watched the driver cruise for awhile in the opposite direction, causing quite a bit of confusion.
      • Generally, though, this notification is a good thing. Since the customer knows where the driver is, they're less likely to call you looking for status updates.
  • On Scene/On Site means they've reached the disablement location.
    Have your drivers update their job statuses within your digital dispatch mobile app of choice. Make sure they're updating their status at EACH stage of the event:

LBT requires the full "bread crumb trail," which is to say, status updates at every stage from en route to complete, not just one or two of them. Remember - the goal is for an enhanced customer experience, and it only works properly if all of the stages are updated appropriately.

Note: We understand that cell service can vary around the country, and that falling out of cell range may have an impact on LBT. The above instructions are to be used as a best practice guide for the part of LBT you're in full control over.

What the Customer Sees

We'll use the Swoop tow management software as our example (though it works similarly on other platforms). When a job is first created, the customer will be asked to confirm their location. When your driver marks himself en route, the customer is sent a link via text message to view the driver's progress in a web portal. It looks like this:

 

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If you have any questions, please reach out to the Provider Advocate Group by submitting a ticket or live chatting with an agent, both available at info.agero.com/network.