Customer service has become increasingly important over the years as it correlates directly to the success of a business. Providing excellent customer service within your operations is vital to your business’ expansion. You’re more likely to retain current customers as well as gain new ones if you’re ensuring the customer has a good experience from the moment they call in for a ride to their final drop off. A key part of providing great customer service in the non-emergency medical transportation industry is being organized and utilizing the resources available at your disposal. There are several software programs out there designed specifically for non-emergency medical transportation that can clean up your day to day operations; freeing up time for you to focus on the customer.

How Exactly Does Software Improve Customer Service?

A quality software is going to help you and your staff reduce the amount of manual data entry; leaving less room for human errors to occur. Many software services offer the capability to import trips directly into the system from the account’s portal or via email attachments so you can feel confident knowing the information you’re working with is accurate. This eliminates the need to enter and schedule trips by hand which prevents some of the most common negative customer experiences such as missed pickups, passengers being picked up or dropped off later than scheduled, wasted time, and more.

By utilizing a software designed specifically for non-emergency medical transportation, you’re able to streamline communications. With precise and up to date information just a click away, dispatchers can reference and relay new trips or changes to drivers in a timely manner. If your software has an integrated application or paging system, the latest trip updates can easily be passed along to your drivers in a HIPPA compliant manner. This allows drivers to stay on top of things and maximize their time management.

Software can also help to ensure that trips are priced correctly.  When it comes time to bill, the accurate, required information is submitted to the payer directly. This helps to reduce customer dissatisfaction and disputes over trip pricing. Implementing a software to assist with billing, makes the tedious process much quicker and easier, which in turn allows you to focus on the customer and growth of your business.


Software has many great benefits from compliancy to accuracy. While it can be an investment, it’s one that will improve your business’ operations significantly. Organization and accuracy are two vital skills to have in the non-emergency medical transportation business and software can offer you both. As a result, you may find passengers are more likely to ride with you because you’re able to offer them a smooth experience from start to finish. The right software solution streamlines your operations; allowing you to focus on what truly matters-the customer.