West Dunbartonshire Council

The Organisation

Connecting the shores of Loch Lomond with Glasgow, West Dunbartonshire provides access to some of Scotland’s most beautiful scenery and a network of towns and villages. There are three town centres; Clydebank, Dumbarton and Alexandria. The council has a fleet of 380 vehicles that are used in delivering services for the residents of West Dunbartonshire. This fleet is made up of cars, vans and minibuses as well as specialist vehicles such as refuse collection trucks and road sweepers. The fleet has a capital value of approximately £8 million and annual running and operating costs of over £2M.

The Challenge

Running vehicle fleets does not only incur costs – as a signatory to Scotland’s Climate Change Declaration, the council has a carbon reduction commitment to reduce CO₂ emissions by one third by 2015. The cost of fuel to the council has increased significantly over recent years and it is clear that the council needs controlling mechanisms to regulate and influence the sustainable use of fuel. Added to this, there was concern over the usage of council vehicles and the need to know where and how council property was being used. With a highly recognisable fully branded fleet, West Dunbartonshire are aware that they are continuously visible and that tax payers note any inappropriate use. Coupled with this comes the incidence of public challenges and spurious insurance claims against the council. Tracking of the vehicles was becoming necessary to cut rising costs, raise efficiency and save time on administration.

The Solution

In March 2010 the council installed LINK GPS tracking boxes from Webfleet Solutions into 260 of their fleet of vehicles. This was a significant investment for the council, particularly at a time when budgets were being trimmed in every area. Nevertheless the Fleet and Waste Services Division led by Rodney Thornton, was confident that its introduction would reduce fuel costs. Following research and a competitive tendering exercise, the council selected Webfleet Solutions to provide the solution.

Driving more economically, efficiently, and safely, will reduce the council’s carbon footprint and longer term costs for the council. It was clear that many drivers, however unwittingly, were wasting valuable resources because of the way they drive. Reducing average speed and instances of harsh braking and cornering delivers direct, measurable reductions in fuel consumption, servicing and maintenance costs and is proven to reduce accidents.

As a result of improved control of the vehicle fleet, the council is projecting that fuel usage will be down by around 70,000 litres in the period April 2010 – March 2011 when compared to the previous year. Ultimately, the council has not only saved huge costs, they have succeeded in reducing their annual climate impact.

Improvements to the way council vehicle operators carry out their duties has reduced our annual fuel costs by over £100,000 per annum, reduced servicing and maintenance costs in the longer term, will extend the working life of a number of vehicles and decrease the production of CO₂, said Rodney Thornton.

West Dunbartonshire council are so impressed with the results of WEBFLEET, they are incorporating the Webfleet Solutions ecoPLUS into a selection of the vehicles across the fleet. The ecoPLUS provides businesses with live data such as fuel consumption and live carbon footprint so vehicles can be accurately benchmarked and best practice developed to help achieve wider objectives such as fuel saving and carbon footprint reduction.

Webfleet Solutions ecoPLUS will enable the council to further reduce fuel consumption, by gaining a real time view of the fuel efficiency of each vehicle, showing when and where fuel is wasted. Idling time in particular has been highlighted as a major contributor to fuel wastage in this sector.

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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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Interstate Bus Lines

Transports over 50,000 passengers daily

The Company

Transports over 50,000 passengers daily

Founded in 1975, Interstate Bus Lines has grown to become a leader in the public transportation sector in the Free state and operates in the area that includes Thaba Nchu, Bloemfontein, Botshabelo, Soutpan and Brandfort. The operation comprises a fleet of 253 commuter buses and 32 luxury coaches through Big Sky Coaches and employs 800 people. The company transports over 50,000 passengers daily and its buses travel more than 17 million kilometres a year.

Interstate’s primary business is providing public transport services to commuters in and around Bloemfontein on behalf of the provincial government.

The Challenge

Interstate looked to boost productivity by introducing new fleet management systems

When Imperial Holdings acquired a majority stake in Interstate Bus Lines in December 2016, the operation was already one of the best in the Free State transport industry. However, with the new acquisition, Interstate looked to boost productivity by introducing new fleet management systems based on the most modern, innovative technology. With a growing fleet, Interstate urgently needed a system that would also improve its passenger engagement and gather detailed insights on customer satisfaction. Previous tracking systems were failing to support the company’s objective of safe, efficient and prompt delivery of passengers. For instance, faulty tracking devices meant drivers were at risk of getting lost and controllers couldn’t identify drivers or the status of vehicles. Furthermore, the company was unable to access historical data so it could plan for the long-term, improve its service, and allocate resources daily. We’d had a lot of problems with drivers telling us that the batteries on their tracking devices had died, which is unacceptable for us, says Robyn-Leigh Hudson, planner at Interstate Bus Lines. From a safety and service delivery perspective, we need to know exactly who is in which vehicle and where they are at all times.

Interstate also operates in rural areas where maps weren’t previously available. This presented a challenge as Government needs companies to account for every vehicle, prove they were at a specific location at a specific time, and adhere to public transport schedules.

The Solution

WEBFLEET was the only system to meet each of our specific requirements, which included accurate tracking, updating locations every minute, and a driver identification system that doesn't rely on battery power

According to Hudson, it took eight months for the company to interview and find the right telematics company. When Interstate finally met with Webfleet Solutions for a demonstration of the WEBFLEET fleet management and vehicle tracking system, the choice was easy. Before we worked with Webfleet Solutions, we struggled to access our data, which meant that an open API system was extremely important to us, Hudson says. Also, we wanted a company that would be willing to work closely with us and take the time to understand our needs in a real partnership. Following a full diagnosis of Interstate’s operation, Webfleet Solutions compiled a comprehensive plan to meet the company’s unique requirements. As Interstate has its own workshop, Webfleet Solutions conducted extensive training to ensure that its team of skilled technicians and artisans were well-versed in the system. It was refreshing to find that the system doesn’t restrict how the devices are installed, Hudson says. Webfleet Solutions supplied the hardware needed to manage our business, along with the administrative passwords to access the system from the cloud, so we can fix any problems immediately as they arise. This has minimised delays and ensured our operations run at optimal levels. Additionally, the system was fully integrated with Interstate’s existing fuel management system, which yielded substantial cost savings. Ultimately the choice was an easy one to make, as WEBFLEET was the only system to meet each of our specific requirements, which included accurate tracking, updating locations every minute, and a driver identification system that doesn’t rely on battery power, she says. WEBFLEET updates every 20 seconds using a card identification system for drivers, significantly surpassing Interstate’s requirements. Whether used in a single car or a national fleet of hundreds of vehicles, Webfleet Solutions’ WEBFLEET system leads to improvements in driver behaviour, substantial fuel savings, and enables seamless connection to an ecosystem of third-party solutions, such as office applications, Bluetooth® wireless technology devices*, temperature sensors, tyre pressure monitors, barcode scanners, printers and various display terminals.

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