This is my favorite time of the year. With all the preparation and planning leading up to the new year it’s also a great time to reflect on the past year and look back at accomplishments, talk about what your most proud of, summarize lessons learned, and look forward to 2020. Most importantly, it’s the perfect time to say THANK YOU to our Service Provider Partners! We appreciate all of your hard work and are wishing you and yours a joyous holiday season and a Happy New Year.
2019 was a great year at HONK and we’re proud of our many accomplishments and efforts this year, it was quite hard to just pick ten for this blog post. So here goes:
#10 – Partner Appreciation Events
This year we further invested in our Partner Network and organized a handful of Partner appreciation events. We visited Minneapolis, Portland, Seattle, Tacoma, and Atlanta. We shared lots of food, drinks, fun, HONK trainings, exchanged industry insights and encouraged networking among Partners and industry professionals. Tell us what cities you want us to visit next year and we’ll try our best to come visit!
#9 – HONK Adds More Industry Expertise
This year we hired industry-specialist Dennis McGowan, a WreckMaster Certified Level 4/5 technician, with over 15 years of experience. His knowledge and experience as a second-generation tow operator, heavy recovery specialist, and diesel mechanic has proven to be beneficial to the HONK team as well as our Service Provider Partner Network. Dennis understands the real-life challenges tow truck professionals face on a daily basis, helping HONK make quicker and more informed operational decisions and identify new ways to make the lives of our Service Providers easier, which ultimately helps them grow their business.
#8 – HONK Partner App Enhancements
Last year our engineering team focused on changing how the HONK Partner App looked, making it easier to use and interact with. This year we did a lot of tinkering on the back end. You’re probably asking yourself, what does that even mean? That’s when software developers write code and computational logic for the inner workings of the app and its connected systems making it work even better. We chose to take the time to make sure the HONK Partner app and all its features were the most accurate and efficient to provide you with the best possible user experience before, during and after a job.
Here’s a quick summary:
- Enhanced job information details so you know exactly where a customer is and what type of problem they are having before you accept the job.
- Improved ETA accuracy so customers are provided with real-time arrival estimates, which results in happier customers.
- Better tracking capabilities that allow more accurate locations of trucks and customers.
- We fixed Google Maps turn-by-turn directions so you no longer have to re-enter the location to get proper functionality.
- We added the ability to request extra charges when additional services are required to complete a job, directly from the app or from the web using the job reference number.
- There have been a ton of other updates over the last 12 months. For more information on the improvements that have been made over the year, check out the HONK HOOK UP, which we sent to your inbox a few weeks ago.
Our focus in 2020 will include several major updates, better data, more data, driver reporting, even better tracking giving you the ability to win even more jobs closer to you. Stay tuned!
#7 – Industry-Leading NPS
Did you know? HONK leads the towing and roadside industry in NPS (Net Promoter Score). This year we hit as high as 95 and are currently at 89, something to be very proud of. Our Partner network has set a new standard for customer satisfaction, retention and performance with ETAs/ATAs averaging 50% faster than the motor clubs. This is all THANKS TO YOU, your hard work, and your professionalism with customers! It shows and it’s much appreciated.
#6 – Exhibiting at Eight Tow Shows
This year HONK hit all the major tow shows across the US, as of the last count, we exhibited at eight events, visited with over 3,500 tow professionals, gained valuable industry insights, gave away tons of HONK gear, and most of all had fun with our Partners. Not to mention our HONK photo booth which was a big hit in Atlantic City. Some of our Partners even used our photo booth pictures to create their Christmas cards – here’s an awesome pic!
#5 – HONK Account Overview Updates
In your HONK Partner Portal, we created an Account Overview page to provide you with a summary of your current account status and identify any potential account issues. For example, if your insurance is expired or if background checks have not been submitted for all drivers, you will see a “yellow” icon with instructions on what to do. If all icons are green, then your account is good to go and no further action is required.
#4 – Instant Dispatch – Putting Customers First
You put customers first, so HONK puts you first. HONK’s platform optimizes your experience as a HONK Partner by trying to dispatch the closest available truck on every single job. This not only results in quick ETAs and happier customers, but it also benefits you with shorter drive times, reduced operational costs as you spend less money on fuel and truck maintenance, since your traveling closer distances. It also gives you the freedom to receive more work over the course of a day.
#3 – Slow Down Move Over Campaigns
A roadside breakdown and being stranded on the side of the highway is every driver’s nightmare, but when it does happen tow truck professionals bravely come to their rescue. Unfortunately, a tow truck professional’s job can quickly turn deadly when drivers don’t follow safety laws or drive while distracted. This year we vowed to help raise awareness for these important laws and educate motorists of the “Move Over” laws. We delivered several social media campaigns, passed out thousands of “Move Over – Slow Down” bumper stickers and participated in National Move Over Day on October 19 in Southern California in association with CTTA. We’ll continue these efforts in 2020 as well.
#2 – HONK Partner Spotlight
As our appreciation, this year we kicked off a quarterly HONK Partner Spotlight where we ‘shine the light’ on top-performing or new Service Providers and their businesses. We’re sort of like Santa, we know who’s been naughty and nice – just kidding – we know everyone’s been nice. We love highlighting the real heroes by recognizing our Partners from across the country.
Check out our last two Partner Spotlights:
#1 – All HONK Partners – Our Roadside Heroes
Thank you for being a HONK Partner, we’re glad you’re here. At HONK, we believe our Service Provider Partners are our biggest asset and we value each of you for the work you do. You are the true Roadside Heroes turning car breakdowns into nothing more than a small bump in the road for customers. We’re honored our Partners turn to us for innovative and efficient ways to supplement their business with ease.
TOWING AND ROADSIDE INDUSTRY OUTLOOK IN 2020
The towing and roadside industry will continue to undergo a transformation toward digitally connected motorists who expect immediate, responsive roadside assistance services, available in just a few clicks directly from their smartphones and mobile apps that mirror the memorable, efficient and reliable digital customer experiences similar to their favorite brands – like Amazon, Zappos, Netflix, and Uber…..HONK has delivered a platform that is helping Service Provider Partners, like you, meet this demand – don’t worry we’ve got you covered!
As a technology company first, HONK promises to continue to drive innovation for motorists and Service Providers alike through the introduction of new technologies and a fresh, new mindset geared towards the future.