The system also provides an e-mail link between the agents and Wheaton. It's one of the ways we maintain close ties with agents. We've had great success in keeping and recruiting new agents because they like the technology we're using. As anyone moving a family from one location to another can attest, the process is an emotional one, often fraught with uncertainties, roadblocks, and unforeseen complications. Mescall, who worked for years in Wheaton's traffic department, knows firsthand the kind of challenges that places on the mover.
Problems happen, and it's our job to come up with creative solutions that help the customer.
Sometimes a load is larger than expected and the next order won't fit on the truck. Or we receive a last-minute phone call from a customer who needs to reschedule their move because their home sale was delayed. That responsiveness is tremendously important to our business. Wheaton's management team uses Microsoft Access to query the Microsoft SQL Server database and generate reports and tables for business analysis. The customer service department also uses the system to respond to all kinds of customer inquiries.