The Road to Efficiency Turning Your Time and Data into Better Service and Revenue

A TomTom Business Solutions White Paper

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If you miss a delivery time or appointment,

the consequences are more than just handing

out some compensation or providing a

refund. Enough missed appointments, or just

one failure at the wrong time, can damage

your brand’s reputation permanently in the

eyes of your customer.

This is not just a hypothetical scenario. A

recent TomTom survey found that 92%

of British consumers have experienced late

deliveries and missed appointments - not a

good figure by any standards. More than that,

73% said they are often kept in the dark

about the delay.

Accuracy is problem too - four hour time slots

just don’t cut it for consumers any more, with

60% finding such delivery periods

unacceptable.

The impact on your business?

78% said they would be less likely to

use a company that failed to provide

acceptable or accurate delivery slots.

But these problems are not

insurmountable. The technology and

processes to help you overcome them are

out there already, and some

forward-thinking companies are already

putting these into place and improving the

customer experience. Find out exactly how

they are doing this inside - and see the

impressive improvements they have

achieved as a result.

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Contents:Krispy Kreme - Delivery Times Improved by 20%

Telent - Meeting SLAs and Saving £216,000

Glass Express - 33% More Jobs Completed Every Week

Matthew Algie - 20% Increase in Sales Team Appointments

Danwood - ROI Achieved in Under Six months

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Find out how forward thinking businesses are cutting costs & making end-customers happier

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Delivery Times Improved by 20%Doughnut baker and distributor Krispy Kreme relies on

the punctuality of its fleet. Early morning commuters

expect fresh goods on the shelves every day, ready to

grab, pay and rush back to their journey to work. A late

delivery means lost doughnut sales, as well as unhappy

customers and damage to its reputation.

A total of 33 vehicles deliver the fresh goods to locations

all over the UK. They collect from 11 hubs which produce

2,400 doughnuts an hour, each serving three routes.

Coordinating this is no easy task - a job made harder by

Krispy Kreme’s old manual fleet management system.

Working with TomTom Business Solutions and partner

company ConnectFleet, who deal with systems integration,

Krispy Kreme has developed a more efficient way of

A total of 33 vehicles deliver fresh goods to locations all over the UK.

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working by using fleet technology. The vehicles can now

be managed in real time using a constant flow of data

from the TomTom LINK tracking unit. Accurate and instant

traffic data means drivers can find the best route on the

spot, while time of arrival can be calculated precisely and

made available as the estimate time of arrival. On top of

that, zones around stores are geofenced, so managers are

alerted when a vehicle in the fleet enters or leaves the

area. This helps with planning and scheduling. It adds a bit

of security too, alerting Krispy Kreme if a vehicle is moved

out of hours (in this case between 14:00 and 03:00), when

the drivers are no longer working.

Finally, snap shot reports are produced twice a day, giving

a quick overview of the status of deliveries from different

depots. And the TomTom Dashboard, configured to 19

different Fleet KPIs, is always an at-a-glance performance

health check.

What has all of this meant for deliveries?

A 20% improvement in hitting delivery targets - and a

better customer experience as a result.

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The Results

Improvement in delivery targets

Better out of hours security

Real time, precise fleet management

Snap shot reports are produced twice a day, giving a quick overview of the status of deliveries from different depots.

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20%

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Meeting SLAs and Saving £216,000Telent is a technology services behemoth, providing a

broad range of network and communications services

across a variety of industries, with a large mobile

workforce of around 2,000 employees covering the whole

of the UK. Just like any other organisation that manages a

sizeable fleet, cutting costs and improving results are

major concerns for Telent.

The key to unlocking efficiencies is understanding how

your drivers currently behave on the road. This means

collecting data: on harsh braking, cornering, idling time

and speeding.

Using this information to identify and improve bad habits

across 250 of its drivers, Telent was able to save an

impressive £216,000 in fuel costs. This makes it easier to

Telent was able to save an impressive £216,000 in fuel costs.

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in fuel costsReduction in job allocation time

assess driver performance too - WEBFLEET OptiDrive™

can score individual drivers out of ten based on four

behavioural criteria, providing an important metric for

driver evaluation and identifying where training would be

most beneficial to specific drivers.

“The bottom line savings have been remarkable – and we

can now see an average fuel cost difference of £72 per

driver per month, between best and worst performing

drivers,” said Neil Williams, Telent’s Head of Estates,

Facilities Management and Fleet.

But fuel savings were not the only benefit for Telent. New

fleet management tools have also made it much faster to

allocate jobs to the right team, cutting completion time for

this task by 80% from 75 minutes to only 15.

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The Results

Improved driver behaviour

We can now see an average fuel cost difference of £72 per driver per month, between best and worst performing drivers.

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80% £216,000

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33% More Jobs Completed Every WeekGlass Express provide specialist glass processing services

for joinery and glazing, in both the private and commercial

sectors. Its team of delivery drivers and installers visit

many of the company’s 2,000 customers across the

country, providing material or installation for anything

from offices to kitchens.

Before installing TomTom LINK tracking boxes coupled

with navigation devices, jobs were allocated via text or

email. This was simply not reliable or efficient enough for

a company that promises specific delivery spots to its

specialist customer base.

Before installing TomTom LINK tracking boxes coupled with navigation devices, jobs were allocated via text or email.

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The new solution has allowed Glass Express to accurately

estimate delivery times and has allowed two way

communication between drivers and managers.

The system has also led to better driving: fuel is used more

efficiently, plus drivers are safer on the road and are

taking their necessary breaks on long journeys

Job completion has improved dramatically as a result,

jumping from 30 to 40 finalised every week, an increase of

33% .

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The Results

Quick resolution to customer disputes

Job completion has increased dramatically, up 33%.

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Improved driver behaviour

Increase in jobs completed

33%

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20% Increase in Sales Team AppointmentsAs the UK’s leading independent coffee roaster, Matthew

Algie has high expectations to live up to. It serves top

establishments all over the country, from Marks and

Spencer to the House of Commons and the Gleneagles

Hotel.

Many of its team are on the road, making sales, providing

training on how to make the perfect coffee or servicing

and maintaining coffee machines - 24 hours a day, 365

days a year. In total, its team on the road is made up of 20

trainers, 40 engineers and 25 sales executives.

The company was established in 1864 - but that definitely

does not mean that it’s stuck in the past. It was decided

In total, its team on the road is made up of 20 trainers, 40 engineers & 25 sales executives.

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that a new system needed to be put in place, to get more

accurate information and improve management.

Using the ‘all in one unit’ TomTom PRO 9100, Matthew

Algie were able to operate far more efficiently, thanks to

new insights into road and traffic conditions. On top of

that, managers now have the means to locate fleet

vehicles in an instant, with the use of WEBFLEET telematics

software. There have been improvements in job allocation

too. By integrating this new data with Metrix, a third party

piece of software, managers are able view available

engineers and stock, and assign the right person to the

right job

Just how much more efficient has this made them? Since

the system was installed, the fleet has been able to realise

a 20% increase in the number of sales, training and

engineer calls.

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The Results

The fleet has been able to realise a 20% increase in the number of sales, training and engineer calls.

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Increase in sales, training and engineer calls

Better staff/ job allocation New insights into LIVE conditions on the road

20%

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ROI Achieved in Under Six months

Danwood’s fleet is essential for serving its pan-European

market. The fleet is used for everything from making

deliveries to travelling to appointments, right across their

office printing equipment, consumables and associated

management services business.

Out of its large UK service engineering team, 365 travel by

car to customers, with rest either travelling by other

means or permanently situated at a client’s site Ensuring

consistent quality of service is key to Danwood’s mission

and ensuring efficiency on the road is equally important

from a cost perspective.

That’s why it was decided that management of the fleet

needed to be improved, and a solution was needed to

Costs were significantly reduced through a 10% improvement in MPG due to better styles of driving.

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make route planning more accurate, provide a better view

of vehicle locations and also monitor efficiency.

A combination of TomTom LINK and WEBFLEET

management software was selected to overcome some of

these issues. This provided live data from the road that

could be plugged into existing back office systems, such as

resource planning and automatic scheduling software.

To protect staff privacy, engineers had the flexibility to

switch to private mileage mode using a ‘privacy button‘

when not working.

The results were quick to take effect and prove the

effectiveness of the solution, showing a 7% increase in

customer visits per day (from 4.5 to 4.8). Costs were also

significantly reduced through a 10% improvement in

MPG due to better styles of driving. This also meant CO2

emissions saw a 23% reduction year on year.

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The Results

CO2 emissions saw a 23% reduction year on year.

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ROI in 6 months

Increase in daily customer visits

7%Increase in MPG10%

Reduction in CO2 emissions

23%

CO2

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