Alpine Archives - Alpine Technology Corp.

Is Nice Enough? How to Judge Computer Support

Alpine Technologies — Wed, 03 May 2017 15:43:46 +0000

I spent an hour yesterday on the phone with our credit card provider. It was exhausting, time-consuming, and, sadly enough, completely unproductive. I had a typical busy Monday; full of optimistic plans to knock out my task list before I could retreat to my wife, dogs and Star Trek immersion therapy. In my estimation, the call to the credit card company (whose name will remain anonymous), should only have taken a few minutes. Was I mistaken! In any normal setting the wasted time alone would be enough to send any human being over the edge. However, on top of that pain was the realization that after I got off the phone the very issue I called about was not resolved. Though I was frustrated at the waste of time and unresolved issue, I found myself uncharacteristically calm. What made this circumstance so different from other confrontations I have had in the past with incompetent or otherwise unhelpful support people? The service representative was so nice. She was empathetic, calm, likeable, and almost vulnerable…someone that you would never want to attack.

I almost would have rather she had been rude, disrespectful, or condescending; I could then focus my frustrations on an individual, not my resultant circumstance. Then, my wife showed me a rerun of a Saturday Night Live skit where Jimmy Fallon plays Nick Burns, a computer support staff. Unlike the endearing individual that could not help me at my credit card company, Nick Burns is very helpful but condescending and rude.

What Should You Expect?

Then it hit me…is nice enough? When Alpine’s customers typically submit a ticket or call our help line, they are faced with circumstances that disrupt their business. They not only need a nice person, they need someone that is competent and will bring their issue to resolution. Though nice is good, and our team should always strive to be nice, nice is not enough! One of our great support members at Alpine Technology Corporation happens to be named Nick. We are sure that this Nick is nothing like Nick Burns!

The post Is Nice Enough? How to Judge Computer Support appeared first on Alpine Technology Corp..

Generation Z: Your Next Customers

Alpine Technologies — Thu, 08 Dec 2016 21:59:39 +0000

One word describes this next generation…”Convenience”. The word is anywhere, anytime, however the consumer wants it. They are also called the iGeneration because of their being immersed in their cell phones, social media and technology as a whole. They are the first generation born into the internet revolution, are currently between the age of 7 and 20 years old and make up 25% of the U.S. population! What might have taken Gen X’ers years to learn, they do by instinct. Just when you thought you have begun to understand your “Millennial” customers better (21-35 years old) you now have a different animal to prepare for.

How will your business have to change to serve Gen Z?

Generation Z’ers are an extension of Millennials in many ways but have a few distinctions that might impact how you reach them.

Gen Z’ers are more frugal than Millennials and will seek out to find the best value. They are less loyal than even the Millennials!
Like Millennials you will reach them online and will need to, now more than ever, utilize the internet and social media to communicate and transact business. You will never see the Gen Z’ers in your office paying a bill or signing up for service. They will only show up when there is a problem.
Gen Z’ers are about efficiency and believe that online is not only a more cost-effective way to purchase services but also the easiest way to do business.
Gen Z’ers have higher expectations than millennials. If you do not provide fast, efficient service they will go to someone that does. They are also less tolerant of technology “gaps”.

The Non-Negotiables for your next generation of customers

1) Your Website. Make sure your website is “responsive”. That means the layout and format changes based on the type of device (phone, tablet or computer screen). You can be confident that 100% of your Gen Z customers will want to use their cell phone or tablet to transact business. Also, make sure your website offers the ability to manage their account, payments and communicate seamlessly. This is no longer an optional service, it is expected.

2) Your Customer Service. Your people need to be competent and responsive. While Gen Z’ers will primarily access your website for information they will call when there is a problem and have little tolerance for ignorance, mistakes or slow response. Train them well and make sure they have the ability to manage multiple activities with grace and professionalism.

3) Your Value Proposition. Gen Z’ers are not loyal and will go where they see value. They are less price-conscious than Millennials but care more about what they get. Communicate the value you bring to them on your website, the phone and in how you operate. Make it easy for Gen Z’ers to do business with you and they will love you for it.

4) Your Software. Make sure your software allows your CSR team to answer questions quickly and accurately. Your software should eliminate multiple entry and minimize human error. Communication needs to be seamless from the back office to the truck. This provides efficiencies, enhanced communication and flexibility for your customers. Don’t compromise on your software…it is the fuel behind customer acquisition and retention.

Alpine Technology has been serving the Waste Industry for over 38 years with useful and powerful software. It’s office software, Visual RAMS-Pro, is used all over the world. It’s seamless in-cab solution, Visual On-Route, has revolutionized how truck software can be used to make hauling operations more efficient and profitable.

The post Generation Z: Your Next Customers appeared first on Alpine Technology Corp..

Routing Software and Houdini…You Decide

Alpine Technologies — Tue, 05 Jul 2016 20:32:28 +0000

Harry Houdini was more than a master magician. Until his tragic death in 1926, Houdini was a circus performer, the “King of Cards”, the “Handcuff King”, an author, an actor, a collector, a stunt man, an aviator, a scientist, and a psychic debunker. Houdini is an icon as revered as Elvis Presley or Marilyn Monroe. Yet, when one surveys the decades of performances by Houdini, his complete mastery of illusion is what made him successful as a performer and magician. Whether he was escaping from a Chinese water torture chamber or a suspended straitjacket; making a 5-ton elephant vanish or extricating himself from the belly of a whale; Houdini made you see what he wanted you to see. Houdini himself once said, “what the eyes see and the ears hear…the mind believes.” Is it real or is it an illusion? You have to decide.

While walking the exhibitor floors at the Waste Expo in Las Vegas this year I noticed there was a marked increase in Routing/Billing Software Providers. They all seem to promise the same things. They all boast of integrations, efficiencies and cutting edge technologies. Many of them use a “user-friendly” web interface that looks so simple a child could use it. It was at that time I thought of Houdini’s perceptive insight, “what the eyes see and the ears hear…the mind believes.” If you begin with a healthy skepticism and the understanding that salesman are, by nature, going to show you exactly what they want you to see, then you are on the path to discover reality.

As you personally explore Waste Industry Software Providers, I hope this blog will give you some helpful tips to keep you from falling into the illusion trap.

Elephants do not disappear. Just because the salesman says it will do it, does not mean that it will do what he says. Instead of getting lost in the illusion the salesman is trying to perform, stick to what you know…your business needs. Does the software enable you to do your business better. Many of the web-based applications truly “look” and “feel” better, but are they able to perform all the functions of their software counterparts? Are you then held captive to your internet connectivity and at risk of down time? When your customer service representatives are on the phone with three different customers, can they maneuver through the screens quickly and efficiently or does lag time in the bandwidth limit their ability to respond quickly and accurately? Don’t fall for the illusion, understand the realities.
The Chinese Water Torture Chamber is less about the chamber and more about the distraction. Houdini was skilled in distraction; handcuffs, straitjacket, water chamber, blindfold and chains were all used to make this escape seem impossible. After his death, many biographers have commented on how much of the struggle Houdini was seemingly under during his escapes was merely showmanship; the escape itself only took minutes. Just because many Software Providers claim to have all the “bells and whistles” conveniently bundled into one application, does not mean that they have a superior solution. For example, most Customer Routing/Billing Solutions also offer an in-cab solution that connects the office to the driver. Time and time again I hear of how these Providers’ in-cab solutions fail. They want you to believe you can use any tablet for their software, yet the rugged environment dictates a military grade tablet should be in use. They want you to believe that basic GPS and OBDS information is all you need to manage your business, yet your business needs a solution that manages residential, commercial, drop-box and more. Don’t be distracted with the exhaustive lists of offerings and integrations and simply look at the core applications…do they meet your needs?
The Mirror Handcuff Challenge. In 1904 the Daily Illustrated Mirror newspaper accepted Houdini’s challenge to bring forth their own handcuffs to challenge him to escape. The Mirror had a special pair of handcuffs supposedly built by a blacksmith over a five-year period for this very challenge. Self admittedly, it was his greatest challenge; yet after an hour and 10 minutes, Houdini escaped. Were the handcuffs real or was it part of the illusion? Your operational software is one of the most important assets you have to purchase. Make sure you understand the company behind that software.
1. How long have they been in business?
2. How many owners have they had? Do private investors direct the development and resources of the software team or do the actual needs of those they serve direct them?
3. Do they have your best interest in mind or are they only concerned with their profitability?
4. Do they have a current history of updates and a plan for the next generation of software?

Like Harry Houdini, many Software Providers show you only what they want you to see in hopes you will buy the illusion. I hope this blog gives you some helpful insights, a look behind the curtain, to assist you in your quest for what solutions fit your company.

Alpine Technology Corporation has been providing software for the Waste Industry for over 38 years. Your needs drive our development schedule. Call us at 888.852.7267 if you want to have a no-pressure, open conversation about your software needs. If you prefer you can go online and view what our in-cab solution, Visual On-Route, offers your operation.

The post Routing Software and Houdini…You Decide appeared first on Alpine Technology Corp..