Vehicle tracking & Fleet management

Pine Tree Food Equipment

The Company

Providing Maine & Northern New England with quality repair service for commercial cooking equipment since 1989. Pine Tree Food Equipment has been providing quality repair service for commercial cooking equipment since 1989. The company has grown over the years and currently employs 35 people and has three locations in Gray, Brewer and Saco, Maine. Pine Tree has been a member of the Commercial Food Equipment Service Association (CFESA) since 1989, and became a CFESA certified company in March 2009. Pine Tree’s 21 service technicians are state licensed in gas, steam, refrigeration and electric appliance service and installation serving thousands of customers across the state of Maine, from supermarket chains, to food franchises to convenience stores and gas stations.

The Challenge

Location tracking & backing up their billable services Before implementing Webfleet for fleet management, Pine Tree’s dispatch team were forced to use old-fashioned phone calls to pinpoint the location of service technicians. Our customers would call and want to know when a tech would be arriving on site, or our dispatch team would want an estimate from the guys on how long they’d be out on a call. Everything was based on guesswork and there were a heck of a lot of calls back and forth to track people down, says Dan Poulin, Vice President of Operations & Service for Pine Tree Food Equipment.

In addition, the firm frequently faced questions from customers about their billable services. Customers wanted detailed accounting of a technician’s arrival and time spent on site. Without any way of documenting and time stamping each service call, Dan and his team had no way of backing up their billings other than relying on a service technician’s word.

The Solution

Better customer service, cost savings & business growth Pine Tree began using Webfleet in 2009. Initially, the firm leveraged the fleet management solution’s GPS capabilities for location tracking. Over time, however, Pine Tree expanded its use of the Webfleet platform to predict a technician’s estimated time of arrival on job site, to timestamp time spent on a service call, to monitor and track driving behaviors such as excessive speeding and idle times, and to provide maintenance notifications to drivers. Webfleet has saved us so much time and paperwork, says Poulin. We are now able to give more accurate ETAs to our customers and answer customers’ questions related to time spent on service calls. Those efficiencies alone probably paid for the system in the first year.

The simple concept of maintenance reminders has offered a huge business boost for Pine Tree. In our business, your vehicle is your lifeline. If you don’t have a vehicle on the road, you are unable to work. We drive our vehicles up to and beyond 300,000 miles and when they are well maintained, you can do that.

Through integration with their dispatching system, Pine Tree’s dispatch team can send work orders directly to service techs via the PRO 7250 Driver Terminal. With one touch of a button, we can send a service call out to a driver. The driver then acknowledges the job, completes the call and updates the work order with their notes. All that information flows directly back into the dispatch system.

Drivers were initially wary of the Webfleet system, but after six months found they couldn’t live without it. They freak out if the system ever goes down, chuckles Poulin. Some use it to find the best routes to their destination. Others use it for traffic alerts or to find the best gas prices. Everyone sees value.

Dispatch uses their integrated dispatch system and Webfleet solution to optimize routes, which helps to increase efficiency and contributes to better customer service. They have the Webfleet screen open constantly, so can see driver locations. This means they can take advantage of a driver’s location to get to a customer’s door faster. For instance, they might get a service call, and note that a driver is passing through the town at that moment and able to swing by. It saves our drivers from doubling back and the customer gets help more quickly.

Overall, Pine Tree has realized a huge customer service advantage from using Webfleet. On average, our guys do 4 to 8 service calls a day, says Dan Poulin. Prior to using fleet management, we were getting through those calls, but it was a 12 hour day for my guys, which meant we were paying $400 to $500 a day in overtime, plus associated fuel costs. Now, our technicians are back to working an 8 hour day. For a small business, that’s a significant cost savings -- especially when gas prices were almost $4 a gallon.

Poulin also believes Pine Tree’s use of Webfleet has helped the business grow. Before Webfleet, we were 6-8 technicians. We’ll soon be at 23 and we’re opening a third location. Our productivity and efficiency has gone way up.

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S&R Towing

The Company

S&R Towing was established in 1985 with only one tow truck S&R Towing was established in 1985 by owners Steve Dugan and Rusty Russell with only one tow truck. Today the company has a 45-truck fleet, nine locations and is one of the largest towing and recovery operations in Southern California. S&R Towing’s success can be attributed to its investment in the best equipment and personnel to provide customers with professional, reliable, timely service at a competitive price.

The Challenge

The company depends on its dispatch and fleet management technology S&R Towing averages between 75 and 100 tows a day across its locations and serves a large rural population. With a large area and distances to travel, the company depends on its dispatch and fleet management technology to allow it to communicate effectively with its drivers and customers. S&R has long relied on fleet tracking, and adopted Webfleet in 2015.

The Solution

A happy Webfleet customer since day one S&R Towing has been a happy Webfleet customer since day one. However, it has struggled to find the same kind of relationship with a dispatch vendor. Dispatch is critical business software. We’ve tried three different software vendors, says Rusty Russell, co-owner of S&R Towing.

The simplicity of TowBook’s integration with Webfleet S&R recently adopted TowBook. Rusty loves the simplicity of TowBook’s integration with Webfleet. It took 15 minutes to set up and it is so easy to use. The TowBook/Webfleet integration is the best I’ve seen. In the past we would have to put the customer on hold, call up the driver, get their location and an estimated ETA. Now, that information is available in both systems. We can dispatch the closest vehicle and give our customer a precise ETA, says Rusty.

Rusty notes he’s always able to depend on Webfleet. The team at Webfleet has never let me down. Webfleet has offered an integration into every dispatch software solution I’ve tried. Our Webfleet sales rep was always willing to work with me to source the right vendor partner and the right dispatch application for our business. He always had our best interests in mind.

S&R has recently implemented rear and driver camera systems for its towing vehicles. It’s early days, but the combination of Webfleet and the cameras recently caught an incident of reckless driving. Rusty explains, I received a Webfleet alert that one of my drivers was doing 40 MPH on a dirt road. I pulled up camera footage and he was clearly driving dangerously. I was able to call the driver right away and correct that behavior. Let’s just say he’ll never be doing that again.

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Tiger Plumbing, Heating, Air Conditioning & Electrical Services

The Company

Managing 28 vehicles and technicians in a 160 square mile service areaTiger 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

Keeping track of techniciansAccording to Todd Kiefer, Tiger Services' General Manager, Before purchasing the Webfleet 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

Better communication and visibilityThe integrated Webfleet 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-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 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’ 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 solution, Tiger Services' technicians have no need to use their mobile devices. Their next job comes in directly to the Webfleet 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 and ServiceTitan, Tiger Plumbing, Heating, Air Conditioning, & Electrical Services has improved efficiencies and grown the business. I’d recommend Webfleet 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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