Priority Patient Transport

20 vehicles making 15,000 trips per year

The Company

20 vehicles making 15,000 trips per year

Priority Patient Transport, headquartered in Harrisonburg, Virginia, provides patient transport services – from emergencies, to regularly scheduled transports, to transfers from one healthcare facility to another. The company’s vehicles travel throughout Virginia, and in some cases, across the East Coast. The company has three offices and more than 50 employees in the field, driving 20 vehicles, transporting over 15,000 patients each year.

The Challenge

Managing a complex dispatch process

Because Priority Patient Transport provides a mix of scheduled and emergency services, planning and dispatch can be complicated. In addition to managing the general logistics involved in transporting patients for previously scheduled trips, dispatchers must also balance ever-changing schedules and emergency transports that arise.

Steve Higgins, executive vice president at Priority Patient Transport, knew he needed a better system for dispatch – and a way to gain more visibility into where his vehicles were and what they were doing.

Dispatch can be challenging for us. We needed a system that could accommodate both repeat trips and real-time scheduling, explains Higgins. And once our vehicles were on the road, we really needed to be able to track them in real-time. What we really wanted was a solution where dispatch and telematics could work together.

The Solution

Efficiency and visibility

Medical transportation brings with it specific challenges – both the healthcare facilities and the patients’ families want to be sure the transport is handled on-time, and in the quickest and smoothest fashion. Priority Patient Transport turned to technology from MedaPoint. MedaPoint integrated their EMS dispatching solution, AdvanceDispatch, with WEBFLEET to ensure that they work seamlessly together.

The integration enables us to view real-time vehicle location on our dispatch screen and send orders directly to the vehicle. Once drivers are on their way, we can see exactly where they are, how they are driving and when they will arrive, said Higgins. The integration eliminated all the calls that were coming into our dispatchers from drivers, and gave us peace of mind knowing where all of our vehicles were at any given time. Now we can always give accurate ETAs and communicate effectively with our drivers and customers.

Prior to implementing AdvanceDispatch and WEBFLEET, dispatchers communicated with drivers mainly by phone. This resulted in a lots of time spent talking to drivers, and necessitated additional staff. Now, with integrated technology in place, dispatchers can handle three times as many calls.

During our early days, we used one full time and one part time dispatcher in the office to handle volumes of about 5,000 calls per year, said Higgins. Now, we use the same staff to handle more than 15,000 per year. Eliminating all of those phone calls has had an enormous impact.

Hospitals and health centers want to work with an ambulance company that is at the top of their game, continued Higgins. Facilities like working with us because we’re able to give extremely accurate ETAs, know just where our crews are, and send vehicles where they need to be quickly.

Higgins also reports that being able to track the vehicles – and integrate that information with dispatch – keeps the crews honest. People don’t like to talk about it, but this is a business with unsupervised time. We want to be sure that drivers are doing what they are supposed to be doing with our vehicles. This is critically important for a medical service where time can be of the essence.

Finally, greater visibility has resulted in critical, life-saving capabilities. On a recent trip, transporting a transplant patient from UVA to Pittsburgh, the patient went into septic shock on the road, explained Higgins. With the crew working to save the patient, dispatch was able to find the nearest hospital and divert the ambulance there, getting the patient the help he needed in time.

Overall, Higgins believes that MedaPoint’s integration with WEBFLEET has had a lasting, and measurable impact on his business. In this business, performance is non-negotiable. With all the information we need, at our fingertips, we’ve decreased costs and increased peace-of-mind for us, our drivers, our customers and the patients. We couldn’t ask for more than that.

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Matthew Algie

UK’s leading independent coffee roaster

The Organisation

UK’s leading independent coffee roaster

Established in 1864, Matthew Algie is the UK's leading independent coffee roaster and serves the United Kingdom and the Republic of Ireland. Customers include Marks and Spencer cafes and restaurants, as well as the House of Commons, Gleneagles Hotel and numerous establishments nationwide. They are coffee partners with some of the biggest names on the High Street, espresso bars, and top hotels throughout the UK and Ireland.

They service and maintain coffee machines and offer 24 hour service support 365 days a year. They run coffee schools in Glasgow, London and Dublin where their training teams illustrate how to extract, steam, and serve coffee, supported by a mobile training team.

The Challenge

New software demanded telematics solution

The business operates a team of 20 trainers, 40 engineers and 25 sales executives, who each drive a company owned vehicle to reach customers and prospects across a wide geographical area.

Although the business has a long history, it works hard at maintaining its competitive edge and uses modern technology to ensure its operations are as efficient and streamlined as possible. With this in mind, a decision was made to implement a new software system in house which would enable them to view available engineers, stock levels and road conditions and select the more suitable engineer for the job.

This, in addition to the need for more information on the whereabouts of staff, sparked the need for a telematics system.

The Solution

Solution Integrates smoothly with new software

Matthew Algie implemented a Webfleet Solutions PRO device which in addition to vehicle tracking includes hands-free calling support, speed camera alerts, advanced mapping with IQ routes and lane guidance support. The system has the bonus of live TomTom Traffic, allowing the driver to make the most economical and swift journey available. This solution is then integrated with third party software to make a highly effective solution.

The business considered other telematics companies before arriving at Webfleet Solutions, the deciding factors included their traffic management capabilities with the TomTom Traffic element, financial stability and reputation of a multi national organisation.

Sales Team achieves 20% rise in appointments

Car and van fleets have realised fantastic efficiencies and have benefited from an impressive 20% increase in the number of sales, training and engineer calls made since the system was installed. The sales managers are now able to see where their team are at the touch of a button, using the WEBFLEET web-based telematics software. This allows for greater visibility of sales force activity and resources can be focussed in the most effective areas, which is a fantastic benefit to the company.

The management team are exploring more ways of using the reporting to manage their vehicles more effectively and have access to WEBLFEET through their iPhones, using the WEBFLEET iPhone app. This means they can monitor staff journeys whilst away from the office.

Using WEBFLEET.connect API integration, the WEBFLEET has been integrated with third party software in the back office called Metrix. This allows the company to find appropriate engineers (grouped by experience, knowledge and location), review stock and road conditions, and then allocate a driver to a particular job. This job is then sent directly to the PRO device in the vehicle so the driver can navigate direct to the order address.

Peter McGadey, Operations Director says The implementation of the Webfleet Solutions has coincided with our new software and has enabled us to be incredibly efficient, allowing us to be one step ahead of the competition. Sales teams, trainers and engineers have all benefited with a significant rise in appointments, up to 20% increase in some cases. We aim to work closely with Webfleet Solutions to position our business as not only the leading coffee supplier in our industry, but also an innovator in using technology that creates efficiencies which enable us to deliver an excellent service to our customers.

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WGM Engineering Group

The Company

WGM Engineering Group is one of Scotland’s leading engineering solutions providers. The company offers a complete turnkey solution for mechanical and electrical and civil engineering. Established in 1986, WGM has developed a reputation for outstanding client service, a high quality of work and a passionate commitment to health and safety. The company offers a countrywide service from three linked service centres based in Glasgow and Livingston. The business operates primarily in the water and waste water sectors, but also in the petrochemical, power and process industries as well as having a number of food and beverage clients.

WGM employs around 180 staff and operates a fleet of 90 vans.

The Challenge

WGM was facing issues with its previous telematics provider, which was providing poor quality and often inaccurate information. With engineers on call 24/7/365, often travelling to remote areas to carry out repairs and maintenance in poor weather conditions, the company was looking for a product that would enable them to monitor a number of areas, including arrival time on site, fuel consumption, carbon footprint and driver behaviour. With ambitious growth plans, the company was seeking a solution that not only provided timely and accurate data but was sufficiently flexible to adapt as the fleet increased in the next three to five years.

The Solution

According to Head of HR Yvonne Thompson, WGM chose WEBFLEET because it ticked so many boxes.

WGM Engineers work in a very fast moving environment, operating in a reactive situation. They can be working on issues as simple as a pump repair or a major asset at a wastewater treatment plant. The vans cover on average 28,000 miles a week, often working in remote locations.

Introduced as an improvement tool, the installation of LINK and EcoPlus brought immediate benefits. The WEBFLEET fleet management platform provided the ability to monitor a wide range of KPIs, including speeding incidents, idling, arrival and departure times on site and real time planning.

We began to see results immediately, said Yvonne Thompson. Drivers quickly realised the benefits for them, as well as for the company, in making use of the OptiDrive facility, which monitors driver behaviour recording incidents such as speeding, harsh braking and idling.

Many of the jobs are undertaken in variable weather conditions with the engineers using their vans to warm up whilst on site. Increased knowledge of fuel consumption and a company-wide initiative to reduce carbon consumption meant that idling time reduced from 11 minutes per day to eight minutes per day.

Over a 12 month period the average OptiDrive scores went from 6.1 to 6.7. Fuel cost savings of 22% were achieved and fuel consumption improved from 33.8mpg to 36mpg, while speeding incidents were reduced from 1% of driving time to 0.1% of driving time.

We also used the figures in the charts to explain the measures to wider groups of people, explained Yvonne Thompson. For example, we are now able to show both existing and prospective customers that we can track the exact arrival times on site and the length of stay. Such transparency is a powerful tool in reinforcing our commitment to customer service and also demonstrates transparency.

WEBFLEET also integrates seamlessly with Fleetcheck, which WGM uses for vehicle maintenance, enabling mileage for each vehicle to be updated on Fleetcheck to monitor service and maintenance, this reducing the duplication of information.

The responsive nature of the business means that the ability to route plan in real time is a major bonus for the engineering team’s job planners. Sometimes planning changes hour by hour and the ability to check where a particular engineer is located at a specific time has really helped to streamline our planning process and improve accuracy on arrival times, said Yvonne Thompson.

As a management information tool, the ease of use of the analytics and the ability to drill down and compare one vehicle trip to another, really helps us to define what is going on. It provides factual information from an HR perspective, too. The support we had from the reseller during the sales and implementation was superb. The whole experience with Webfleet Solutions has been absolutely brilliant for us!

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