App tracks service appointments

New software aims to identify technicians’ progress, increase communication

Nick Began has been there.

“Waiting on service professionals to show up at your house within four- or five-hour windows of time, basically handcuffing you, isn’t very fun and can hinder productivity in your day if you’re forced to stay home,” the Chardon native now Pepper Pike resident said.

“Even working remotely, or at home, you have to stop to communicate with the technician regarding progress and monitoring. I’ve felt that impact, we all have. It’s frustrating.”

Now, Began, 51, a business owner who sold his Bedford Heights-based granite countertops company, Stoneworks, in 2016, seeks to eliminate the disruptions he describes with the advent of his “affordable” technology application dubbed “PinPoint,” which aims to take the guesswork out of service delivery.

“It’s all about transparency and customer satisfaction,” he said, adding that the newly introduced software has been in overall operation — from conception and development to launch — for about 16 months. “There’s no getting away from that, no matter what industry you’re talking about.”

According to Began, who is a partner with the company, PinPoint is a simple solution that tracks technicians’ progress on service appointments, allowing businesses to provide narrower service windows so customers are present and happy when service professionals show up.

The technology offers real-time visibility to truck locations en route and on the job, and can give customers automated, accurate arrival times.

Began noted PinPoint is ideally suited for companies in the stone and tile industry, as well as other customer-facing businesses such as those in cabinets, carpet, HVAC, plumbing, residential deliveries, painting, appliance, electric and pest control, among others.

“Outstanding service delivery begins with keeping customers informed,” Began added. “In this ‘ondemand world,’ customers expect and deserve to have clear communication with contractors and such. PinPoint helps companies do that and more.”

In addition, with PinPoint, companies better control revenue by reducing missed or rescheduled appointments, Began said.

“In turn, this raises overall customer satisfaction and referral business, and maximizes staff productivity by managing the arrival times and inbound inquiries. It also allows companies to collect feedback anonymously and without bias.”

In addition, PinPoint provides:

• Real-time customer updates via text messages

• Vehicle location service, with live GPS access

• Driver photographs to provide assurance to customers regarding the technician’s identity.

Based in Akron, PinPoint is only available to a select few contractors who belong to an industry trade group called Rockheads, which also promote tech and information sharing. The group uses the app for no charge, serving as Began’s testing group.

The product will soon be offered for service providers across the United States on a subscription basis for about $30 per month per user, Began said.

Each crew at a subscribing company represents a user, he added.

And that’s just the beginning.

“All over the country, we’ve had discussions about taking PinPoint internationally as a pilot program with big-box stores, in addition to having the app serve as a recognizable name domestically,” Began said. “That’s certainly part of our vision. “Not too many people wake up in the morning and say, ‘I want to lose time today.’ The fact that this data can be utilized fast is essential. This also hopes to lead a change in culture when it comes to customer service.”