Global Waste Service Inc

The Company

Serving industrial, commercial and residential customers in Toronto, Canada and its surrounding area, Global Waste Services has been providing waste removal and recycling services since 1983. The family-run business has grown one truck at a time over the years to become one of the largest private waste removal businesses in the city, with a fleet of 25 drivers and vehicles including rear packers, front loaders, roll offs and trailers.

The Challenge

Global Waste Services is a family-run, traditional business. And up until now we’ve been very old school in the way we run our operations, using the classic tools for communication -- two way radio along with paper and pen, says Orlando Esteves, Global Waste Services’ head of dispatch. But we have been growing as a business and it’s gotten really busy, making it very difficult to dispatch. We’re handling up to 200 calls a day, and there’s a lot of movement in our schedule over the course of the day.

The Global Waste Services dispatch team, consisting of Orlando and one other, were fully heads down working steady over a 12-hour shift. Says Orlando, we were fielding calls nonstop, writing down details. But as you know, service calls are never what they appear. A delivery might become a load and go, and we’d be shifting gears on the fly. Keeping up with all of the schedule changes was becoming an overwhelming task, and the paper-based approach was starting to affect customer service.

In 2014, Global Waste Services owners, Phil and Joe Pinheiro decided to make the move to a more efficient electronic dispatch approach. We recognized we needed a more innovative approach if we were going to continue to grow, says Orlando Esteves. So we began to look at telematics technology to improve our dispatch efficiency and decided on WEBFLEET.

The Solution

Since adopting WEBFLEET, Global Waste Services has experienced benefits across the business.

Dispatch is greatly enjoying life after paper, and has probably experienced the biggest productivity boost since adopting the telematics solution. Orlando and his colleague are more easily able to keep up with their back-to-back call workload. With all service call details logged directly into WEBFLEET, including organizing of calls, information is more accurate and there’s less confusion. With pen and paper, it was so stressful and fatiguing. By the end of the day my hand would ache, says Orlando. Now with WEBFLEET, dispatch is a piece of cake.

Global Waste Services has also observed an increase in driver productivity. Using WEBFLEET’s vehicle tracking, dispatch knows a driver’s exact location at all times, and if there’s a delay, relay that information onto the job site. They can also plot out routes that help drivers avoid traffic delays and get them to their destination in the shortest amount of time. Orlando estimates the gains in productivity the company has realized since implementing WEBFLEET have allowed drivers to handle on average two more service calls a day. We used to do five or six calls a day depending on the location. Now it is more in the range of 8. We have some guys doing 12 calls a day when everything works perfectly.

The ability to call up historical delivery information in WEBFLEET has also proved to be an invaluable asset for Orlando and his team. We often have one driver make a delivery, and another will do the pick up. The guy making the delivery might note that delivery required a whole different street, and there’s an underground entry. Now, we can call up that information - even up to four months later, and even show the driver a picture of the exact location and entrance. Orlando can even drop a pin onto the map to guide his drivers to this drop off location. In a busy city like Toronto, there are a lot of one way streets and construction. Getting to the drop off point is not always straightforward. It’s not unusual for a driver to experience a 45 minute delay just because he missed the address.

While drivers were initially hesitant about the idea of being tracked, they have come to readily embrace the WEBFLEET system. The system helps them drive more safely with optimal routing and jobs/messaging dispatched to in-cab navigation devices, respecting hands-free driving laws. And with better reporting, Global Waste Services’ owners are able to track driver’s performance on the job and reward them for their productivity. The most productive drivers each month are now given perks such as movie tickets or dinners out on the company. Says Orlando, with WEBFLEET we know so much more. We can really take a good look at our business. Over the last month we can see where we were late, where need to improve. With paper, you have none of that information. It was all just guesswork.

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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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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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