Location World is an innovative company: it provides the first platform in Latin America that provides advanced telematics data services to connect vehicles, manage fleets and develop new services and applications that benefit drivers, passengers, insurers and companies in the transportation ecosystem. 

Its distinctive business model, which works with the connectivity of the Internet of Things, specifically of vehicles, associated with a process base in the cloud and the mode of Software as a ServiceThe company's distinctive business model, which works with the connectivity of the Internet of Things, specifically of vehicles, associated with a cloud-based process base and Software as a Service, allows them to provide a wide range of services and improve the experience of different actors in the vehicle industry through vehicle connectivity. Their services are not only data services, but they are also in charge of building such connectivity through the installation of hardware, a process that is usually outsourced through partnerships. Some of the most relevant data they obtain are about mobility patterns, vehicle usage and driving habits, and therefore are of different usefulness for their potential customers.

Location World's customers are varied within the vehicle ecosystem: for example, data on driving habits can be used to improve fleet management and monitoring, or to score a driver for an insurance company in Pay How You Drive or Pay As You Drive. Location World's fleet management services provide valuable information to car rental companies, car sharing, car hailing, or to car dealers, and other benefits of connectivity or its installation involve the activity of repair shops, installation companies, other providers of products or services linked to the vehicle industry, or roadside assistance services. Finally, the ability to connect vehicles can provide valuable knowledge about mobility to governmental or municipal stakeholders.  

Location World offers its customers the possibility of generating connectivity in their vehicles, according to each specific information need, and provides a cloud platform that centralizes the information coming from the Connected Car. Its solutions are in PaaS (Platform as a Service) and SaaS (Software as a Service) mode, where telematics data generation can be integrated to different applications. Its data services are based on subscription, on connectivity, and its field operation includes the association of technicians who act on the installation of technological devices that generate such connectivity, both in vehicles and on a larger scale, in fleets of vehicles. 

The challenge: to energize the relationship with the customer

Prior to the solution provided by GDW Services, Location World's field operations did not receive a systematized follow-up and control, order management and coordination was done through Google Calendar. There was, therefore, a need to generate processes that would streamline the relationship with the client, especially in terms of time management, and that would integrate seamlessly with the company's internal systems. 

As their systems already incorporated a high degree of digitization, the integration of GDW's tool had to avoid any redundancy with Location World's already established processes. It had to find opportunities for new solutions in those areas where systemization and automation were lacking, and integrate seamlessly with those processes already in place. 

The solution: a phased integration of GDW Services

The versatility of GDW Services was well received by Location World's internal operation and process logic, so it was seen as having the potential to optimize, in different ways, both the control of technical field activities and customer relationship management(CRM). 

The integration of GDW Services was done in phases: in the first phase we worked on the control and registration of the activities of the technicians and the assignment of field services, in the second phase we developed relevant metrics based on the information generated in the first phase and, in the final phase, we worked on the integration with Location World's internal systems so that the processes already implemented would be more and more automatic. 

For Location World, the GDW Services tool went from functioning as a satellite or complementary tool to being integrated into the service provided to the client, as part of the payment management, in the control of payments to installation companies, in billing control, in after-sales services, in field control and as a record of the work history per client and per technician. This marked, for us at GoDoWorks, the resounding success of the implementation of the tool. 

The benefits achieved

The increase in productivity, as a result of the implementation of GDW Services, was between 20% and 25% and was reflected in an optimization of the use of time that, on the side of the technicians, allowed improving the operational load. Also, it was possible to measure the technical strength of operating partners and contractors in order to weight and improve the relationship with each one of them. On the clients' side, waiting times were reduced by an average of more than 3 hours; this necessarily speaks of an increase in satisfaction and quality.

Field personnel monitoring was achieved, generating positive impacts on productivity, and a record that allows knowing the service history of each technician and client, thus optimizing the relationship with each one and providing valuable knowledge for sales, after-sales or human resources management services. This history is a valuable resource that brings knowledge and transparency to labor and commercial relations, and is a direct sales and customer service tool.

As a result of the phased implementation and integration with Location World's internal processes, the GDW Services tool allowed them a greater degree of systematization and automation of processes than they had previously had. This was achieved in a fluid way in a technologized work ecosystem, learning from the company's own logic and achieving a relationship of mutual trust. This allowed us to bring improvements in the operational, administrative, financial and numerical control processes that generated a positive impact on the internal life of the company and on the quality of its service.

In summary:

• A control of field personnel, measurement of technical work, history of technical work, which was not available before and which allowed for the optimization of field work.
• Automated operational control, including improved financial control.
• An improved customer experience, with reduced waiting times, and greater knowledge of each customer's history.
• A phased implementation of the tool's capabilities.
• As a result of these benefits, an increase in productivity in the range of 20% to 25%.