S&R Towing

The Company

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

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

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.

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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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 customer about 10 years ago, investing in Webfleet’s fleet management system through a long-standing Webfleet 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, our guys would go from one service call to the next using their own understanding of routes. Webfleet 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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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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