Elmer Schultz

The Company

Founded in 1950, Elmer Schultz is now a third-generation family-owned business providing service, parts and installation for commercial cooking equipment. With state of the art technology and a vast inventory, the company is the largest authorized service agency in its region with their headquarters in Philadelphia; and other office locations in Delaware and New Jersey. The company’s 20 CFESA trained technicians and 20 person support staff serve approximately 25,000 customers including schools, hospitals, hotels and high-end restaurants.

The Challenge

In a typical restaurant, a piece of commercial cooking equipment will fail on average once or twice a year, says Elmer Schultz President Kirby Mallon. So an equipment failure, while infrequent, is a major disruption for our customers’ business operation. They want things fixed quickly and properly, and they want to know when a technician will be at their door. Mallon estimates his service technicians average five jobs each a day, rolling up to more than 20,000 service calls a year.

Prior to implementing the WEBFLEET Telematics solution into the business, tracking down service technicians was always a time consuming job. We were relying on a manual method. Drivers would have to call in to give us their location. Some were using pagers. It created big time challenges for us as a business because we never knew where our drivers were at any point in time, says Mallon.

Productivity also suffered because dispatch had no visibility into a driver’s whereabouts. Lack of transparency into service technicians’ activity also impacted customer relationships. Customers would ask us to prove the technician was on the job for that length of time, and we didn’t have an official trail.

The Solution

The company became a Webfleet Solutions customer about 10 years ago, investing in WEBFLEET’s fleet management system through a long-standing Webfleet Solutions reseller and system integrator Traxxis GPS Solutions (Traxxis GPS). With the support from Traxxis GPS, Elmer Schultz was able to successfully implement and integrate the WEBFLEET solution into the company’s accounting and job dispatch system, which handles sales orders, invoicing, and automates service department workflows.

The addition of WEBFLEET has helped streamline and expedite Elmer Schultz’s business operations in several critical and important ways.

There are lots of working parts around a service call, explains Kirby Mallon. When a call comes in, dispatch notes the location and issue, then schedules a date and time for service. The backend software assigns a job number and automatically forwards this information to the technician’s PRO 7250 connected in-vehicle navigation device. The service technician then uses the PRO 7250 device to accept the job, navigate quickly to the job site, and record completion of the work performed by pressing a few buttons on the device via the touch-screen interface. Every step is time stamped for reporting purposes.

The PRO 7250 devices help to provide service technicians with a more efficient way to handle dispatched jobs and provides turn-by-turn timely routes. Prior to using Webfleet Solutions, our guys would go from one service call to the next using their own understanding of routes. Webfleet Solutions has shown many of our drivers a more efficient way to get from point A to point B, so driving times between jobs has been reduced. This has allowed us to pick up on average an extra job per day, per technician, says Mallon.

The ability to track a driver's whereabouts at all times (every 10 seconds) and time stamp their activities in WEBFLEET has greatly increased the team's productivity. Once the technology was installed, efficiencies tightened and productivity jumped 20%, says Mallon. I believe that improvement alone paid for the WEBFLEET system in mere months.

The Elmer Schultz team heavily uses the WEBFLEET reports for improved visibility into their business. We get a daily summary of activities that allow us to be more efficient and proactive, says Kirby Mallon. Information includes excessive speeding, idle times and maintenance reports that let us know when a vehicle requires an oil change or annual safety inspection.

By working with Traxxis GPS and using the WEBFLEET Telematics solution, Elmer Schultz has been able to improve its business efficiencies, drive more revenue, boost driver productivity, and best of all, greatly improve its customer relationships.

The biggest benefit we’ve realized has to be in the way we are able to now communicate with our customers, says Mallon. When a customer calls in and asks when a technician will be arriving, we are able to give them a more accurate ETA. That’s really important information in our industry because equipment may need to be cold before it can be serviced. So by telling them he’s eight miles away on I-95 and will be arriving at your door in 8 minutes, they can turn off the equipment and clear the area for work to begin.

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Tiger Plumbing, Heating, Air Conditioning & Electrical Services

The Company

Tiger Plumbing, Heating, Air Conditioning and Electrical Services provides sales, service and installation to residential customers throughout the Illinois side of the St. Louis metropolitan area. The company, founded in 1993, has technicians and other staff driving 28 vehicles throughout their service area.

The Challenge

According to Todd Kiefer, Tiger Services' General Manager, Before purchasing the Webfleet Solutions system, integrated with ServiceTitan, we were just guessing where our guys were at any given time.” Ensuring high levels of customer service was also a concern. “We wanted to give our office staff and the techs a tool that would help respond to customers who said we did not show up, or were late in arriving.
Tiger Services was also committed to improving its dispatching process. We knew we weren’t always sending the closest tech, or that techs were going out of their way to come back to our warehouse when they needed a part, explained Kiefer. Finally, the company wanted to move away from dispatching jobs via calls and texts. This was an inefficient process, as it required the drivers either use a hands free system or pull over and use their mobile phones to get information on their next job.

The Solution

The integrated Webfleet Solutions and ServiceTitan system provides complete visibility into where its vehicles are and what its technicians are doing. Dispatchers are also able to send jobs directly to the device in the vehicle. We’ve moved to a much more efficient workflow throughout the day, said Kiefer. We’re now able to dispatch techs within 10 miles of their last job, cutting way down on travel time and fitting in more jobs. He estimates that techs are able to complete two to three more jobs every day.

The company has also gone from 12 to 28 vehicles, to meet the demands of its growing business. Kiefer also reports improved workflow and better visibility as a result of the auto-arrival feature enabled by the Webfleet Solutions-ServiceTitan integration. Now, when a tech arrives within 100 yards of a job, the system automatically notes this – eliminating the need for them to inform dispatch.

This saves the tech time, and helps dispatch keep better track of what’s happening in the field.

The ability to see exactly where each technician is in real-time on ServiceTitan’s map has also improved the parts delivery process. Typically, if a technician found they needed a part during a job, they would call in to Tiger’s warehouse, and come pick it up, or another staff member would deliver it to them. Now, Kiefer can see exactly where the technician is located, and direct them to a parts supply store if that is closer and more efficient.

Because Tiger exclusively services residential customers, maintaining service windows is extremely important. We’ve asked someone to stay home from work, or rearrange their day to wait for our technician, so we really want to stick to the two hour service windows we’ve provided, explains Kiefer. Webfleet Solutions and ServiceTitan have reduced errors and incidences of our techs arriving at the wrong address, helping us honor those commitments and keep customer satisfaction high. Having turn-by-turn directions – and the ability to monitor traffic and road closures has also helped drivers meet their customer service windows. Recently, when flooding took out a bridge on a main travel route, dispatchers were able to quickly alert and re-route all affected techs so that they were able to easily get to their next job with minimal delays.

Finally, Webfleet Solutions’ OptiDrive 360 system has improved driving habits. Kiefer uses the OptiDrive 360 reports to keep technicians accountable for their driving and goes over any driving incidents – harsh braking or steering, speeding – with techs. They also acknowledge the technicians who are driving well in the weekly team meeting. Each one of our vehicles on the road is a reflection of our company, said Kiefer. So making sure our techs are driving safely is good business. Because Illinois is a hands-free state, it is important to note that with the combined ServiceTitan – Webfleet Solutions solution, Tiger Services' technicians have no need to use their mobile devices. Their next job comes in directly to the Webfleet Solutions PRO driver terminal. They simply press one button to start the job. They are routed to the right address, and the dispatch team back at the office is notified that they are on their way with an Estimated Time of Arrival.

With Webfleet Solutions and ServiceTitan, Tiger Plumbing, Heating, Air Conditioning, & Electrical Services has improved efficiencies and grown the business. I’d recommend Webfleet Solutions and ServiceTitan to anyone, said Kiefer. We saw our investments pay off right away. Not only has it lead to more jobs every day – but more revenue overall for our business.

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Corporate Solutions

The Company

Birmingham-based logistics specialists Corporate Solutions provide bespoke warehousing and distribution services for some of the UK's largest retailers, including Smurfit Kappa, Lidl and Vax.

The company runs a fleet of 100 44 tonne HGVs, fulfilling 60,000 temperature controlled and ambient deliveries and travelling 10 million miles every year – with less than 4% empty running.

We are passionate about technology at Corporate Solutions, says Stuart Payne, Commercial Director. It lies at the heart of our client offering, allowing us to reduce distribution costs and carbon footprint while improving service.

The Challenge

Checking the validity of fuel card activity was proving very time-consuming and both accuracy and effectiveness were limited.

Before we moved to the integrated solution, the accounts and operations team had to literally check thousands of individual fuel card transactions manually every year for accuracy, explains Stuart. It was a painstaking and laborious process and one still prone to human error, despite the effort involved.

The Solution

Having installed the Webfleet Solutions WEBFLEET solution across the fleet in 2014, the company decided to enhance the service by introducing BP FleetMove Pro. The new integrated approach combines vehicle location, fuel consumption, driver behaviour and vehicle maintenance data from WEBFLEET, with BP fuel card information to give full visibility of how fuel is being used across the entire fleet in one, easy-to-use interface.

Data is updated every 15 minutes and delivered via one convenient single software interface, with no need to download any spreadsheets.

As the software shows fuel levels alongside vehicle location and transactions, it helps to identify potential fuel card misuse or fraud.

Now we automatically get fuel card exception reports which highlight at a glance if there is an anomaly which might indicate fraudulent card use, says Stuart.

This could be an employee filling up with fuel in excess of their vehicle fuel tank’s capacity, topping up before the corresponding mileage has been driven or using their card to buy fuel when the relevant vehicle is at a different location. In each case, Stuart's team will get an alert via email or text and it will appear as an anomaly case in the reporting.

Driving behaviour scores are calculated by WEBFLEET’s integral OptiDrive 360 functionality, which gives drivers in-cab feedback and advice on a number of key indicators affecting fuel efficiency, including speeding, idling, sudden braking and harsh steering.

Together with mpg figures, the score forms the foundation for the company’s driver bonus scheme, with drivers rewarded for safer and more efficient performance on the road.

The company's commitment to improving driving style has reaped notable rewards. The average OptiDrive score has improved from 8.2 to 9.1 over 2 years, helping to push mpg performance across the fleet up by 9.2% and to cut fuel costs by 8.1%.

Being able to compare how employees are driving with how they are using their fuel card is also highlighting the reasons behind fuel usage patterns. A low mpg, for example, might be attributable to journeys in built-up locations, or it might be caused by harsh, inefficient, driving which needs addressing through the company's ongoing driver training programme.

WEBFLEET alerts will also notify Stuart when any of the dashcam cameras are no longer working, helping to plug any evidence gaps for insurance claims.

Integration with the incumbent routing and scheduling system means that, as well as sending order and route instructions to each driver terminal, Stuart will soon be able send his drivers directions to the most appropriate BP stations on each route to help them get the best fuel deals.

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