Included with your Springboard subscription is a WordPress-driven, “mobile first” responsive web site. You may be the best provider of laundry and dry cleaning pickup and delivery within 100 miles but if you can’t first sell the customer on trust you may never get the chance to prove it. And the opportunity to earn a potential customer’s business is won or lost in the introduction. A WordPress site integrated with the Springboard customer signup and account management tools delivers the soup to nuts solution you need to make a great first impression.
Mixed up or misplaced laundry, clothes returned heavily scented when fragrance-free or hypoallergenic soaps have been requested, poor communication – just a few of the customer service issues that if left to fester start customers yelping on Yelp or ranting on Facebook. With Springboard’s robust issue tracking, automated ticketing, and customer communication and feedback system you can prevent small problems from becoming costly, full-blown customer service meltdowns.
Your Springboard powered site is secured, as recommended by Google, with an industry standard 2048 bit key Secure Socket Layer (SSL) certificate. In addition, our servers are backed up nightly, monitored around the clock and have a 99.9% “uptime” guarantee.
Included with Springboard is a complete analytics and reporting package to help you make smart, data-driven decisions. Track accounts receivable, employee production, time cards, revenue by route, and outstanding credits. Generate monthly, quarterly, year-to-date and per customer reports for granular KPI monitoring.
Springboard is integrated with, and all credit card transactions are encrypted and processed through, Authorize.net’s secure payment gateway and Customer Information Manager. Card numbers and billing profiles are stored in their PCI compliant data center so you can rest assured that your customers’ most sensitive information is well protected.
“Make billing easy” was a guiding principal in the development of Springboard. Batch-create invoices with a single click then complete billing with two more. Successfully settled transactions are deposited to your merchant account and receipts are emailed or texted to your customers. Declined or expired credit cards are automatically flagged and placed back in the billing queue for reprocessing while customers are prompted by email and/or text to update their billing profile.
Acquiring a customer is only the first step in what should become a long, fruitful and satisfying relationship but a relationship that requires some investment. With a complete suite of customer relationship tools that includes among other features, preformatted emails that address the most frequent customer support issues, group messaging, onboarding facilitation, on-the-fly issue ticketing and automated notifications (e.g. “We returned your clothes Friday, June 21 at 5:21 pm.”), Springboard gives you all the tools required to keep customers happy.
Springboard manages employee clock-in/clock-out, tracks driver/route efficiency and monitors attendant production. Employees can be paid by piecework – per stop for drivers, per pound for attendants – or by the hour.
With Springboard you can set different pricing levels for your weekly and on-demand plans. Additionally you can customize per-pound pricing by individual customer, set minimum pickup fees by route and offer “earned” incentives to your best customers.
Springboard does the heavy lifting so you don’t have to. Customers can be batch prompted by route to schedule pickups. A simple click on a link in the prompt email or reply to the prompt text automatically adds the customer to the next day’s manifest. Customers can also be batch reminded the night before to leave their clothes out the following day to minimize missed pickups. That’s just the tip of the iceberg.
At the heart of Springboard is a powerful but intuitive route management and manifest building engine. Create a route from a pool of ZIP codes, assign parameters to that route (days of week driven, opt-in cut-off time, minimum pickup fee), and attach it to a manifest template. Once a template has been created and saved generating a driving manifest requires a single click. Springboard’s engine assembles a list of both recurring weekly pickups and customer-requested pickups. Drag and drop to reorder and release the manifest to the driver.
A critical function in the Springboard toolbox is a tablet optimized driver web app with Google Maps integration. From any tablet with a cellular data plan drivers can check out manifests, identify the vehicle they are driving, batch notify customers of their predicted arrival time, and record time stamped pickups and drop-offs. In the event of a conflict (e.g. no laundry left for pickup) drivers must identify the steps taken to resolve the problem and upon doing so an issue ticket is generated and customer service is notified.
Because the Driver Tablet App is interactive, the progress of a manifest can be tracked as it is driven. Each stop on the route is stamped with the driver’s name, the time of the stop and the number of bags picked up (or dropped off) so administrators and supervisors can make accurate predictions regarding production staffing and customer support can respond intelligently to customer inquiries.
Springboard has 6 different privilege levels that control employee, supervisor, and manager access to the suite of administrative tools.
Recruiting new customers couldn’t be easier. Springboard’s “mobile first” customer signup process is designed to keep the barrier to entry as low as possible. In less than 2 minutes and six easy steps customers can create an account, build a personal laundry profile, manage their notification preferences and schedule their first pickup. Customers can log into their accounts at any time, update their laundry preferences, leave special instructions, update billing and delivery information, place their account on vacation hold (or suspend it indefinitely) and check the status of their order (driver on the way, laundry picked up, in the wash, laundry returned).
Springboard contains several vehicles for both enticing new customers and encouraging “On Demand” customer engagement. Build unlimited promo codes (great for Google and Facebook A/B testing), include weekly specials in the prompt emails and texts, and use current customers to promote your service by providing them with individual referral codes they can share to earn matching credits.
You determine which services you’ll offer to your customers (laundry and dry cleaning or just laundry), as well as detergent, dryer sheet, fabric softener, bleach and color-safe bleach options, referral credit amount, missed pickup fee, and pricing.