Building Trust

September 1, 2020

Finding a Software You Can Rely on  

The purpose of integrating software into your current operations is to improve the performance of all functions within the company. It’s imperative to find not only the right software for your company but to find software that you can rely on to work efficiently and accurately. At RoutingBox, we believe that software must have three qualities to help build and maintain a level of trust with new and existing customers: Transparency, Accuracy, and Adaptability. 


Transparency is an essential component for companies to develop trust and reliability between a company and the software they are using. Acquiring software that delivers real-time communication with clients and visibility with user and driver information increases your clients’ satisfaction and improves efficiency within your company.  

In the NEMT industry, for example, most software products offer a mobile app for riders to streamline communications between them and your company. Riders can schedule and cancel trips without having to speak to anyone. They can see who the driver is and the type of vehicle they are driving. With real-time tracking, the rider receives notifications on ETAs and any delays. On the flip side, drivers receive information about the rider regarding their specific needs before the pick-up so that they can provide the best service possible. 

Software companies are at the forefront of the industry. They are the first to anticipate and realize any changes or shifts within the industry, enabling them to adapt their products to stay up-to-date on the latest trends. Notifying customers on software updates and changes demonstrates to companies that they can rely on you to keep them informed, and confirms that the product they have purchased is held to industry standards. Transparency is also beneficial on the user side when it comes to feedback. Finding a software that can be modified based on user feedback, if that recommendation is realistic and possible, strengthens the relationship with the customer and client by confirming the software provider is listening to and addressing their needs. Software that allows companies to be transparent with clients provides them with the tools to deliver the best user experience. 


There is nothing more frustrating or detrimental to your operations than when software provides inaccurate information. Data validation is essential when choosing a software provider. The guarantee that every piece of information someone is viewing on the screen is correct gives the customer the utmost confidence when using the product. If the software struggles with frequent errors, customers are likely to switch to another product.  

Looking back at the NEMT Industry, there are several scenarios where accurate information is crucial to providing excellent service. If the software does not correctly validate a client’s address, the driver is going to end up in the wrong location. The added time it will take the driver to find the correct address and arrive to pick the client up not only affects the driver’s schedule but causes frustration with the client or facility. If the driver is picking up a physically disabled client and the software does not accurately display this information, the dispatcher could send an unqualified driver or the wrong vehicle type, causing even more frustration and more time wasted trying to fix the issue. The client’s irritation with the service directly connects with the value of the software. The company then begins to doubt the quality of the software, uncertain if they can continue to rely on the product. 

Additionally, accuracy is important for auditing purposes. If a company suspects that an employee is not doing their job, they can easily access that information. If they believe that a driver is dishonest about the number of trips they are making or when they are making those trips, companies can pull up the geo-location of the driver’s device and trip information for that day to verify. Companies need to rely on software to provide accurate information, especially in this type of scenario, so they don’t penalize an employee who was being truthful. 


It’s important to find software that can quickly adapt to changes in a company’s day to day operations. From adding will call trips to modifying schedules when a driver is out sick, having software that can efficiently process the new information and produce new routes and dispatching assignments is fundamental to a company’s success. If a client is requesting a change in time, pick-up location, or canceling a trip, the software should immediately present this information so the transporter can adapt accordingly.  

Most NEMT companies still use the “pen and paper” method because they either aren’t aware of the benefits software can provide or haven’t found the right software for their company. Trying to make these types of changes without software is nearly impossible to do without being set back a massive amount of time. What takes a software program a few seconds to fix will take an individual a couple of hours. Relying on software to do the hard work for you prevents the flow of your operations from being interrupted or delayed, so you can continue to provide clients with excellent service. 

So, you found a reliable software that’s the right fit for your company- what now? Knowing the software you’re using is transparent, accurate, and adaptable is only half the battle. Choosing a software provider that has a support system in place and other resources to help you as your company grows is the other key piece that will allow you to trust and rely on the program entirely. It’s your responsibility to learn the ins and outs of the software so your company can make the most of the program and make a smooth transition into using a new program, especially if you are changing over from a paper-only system. 




Written by: Becca Fields-Poniskaitis, Marketing Strategist at BiTS, the creator of RoutingBox

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