IT systems have a big impact on productivity and cost efficiency within any transportation provider. This case study illustrates the significant ROI achieved by one of the UK's longest standing same-day courier companies, A to Z Couriers, when it implemented ACI technology, an end-to-end transport management solution from DA Systems.
Data captured over time demonstrates that ACI has directly supported rapid business growth, saved the company in excess of £0.5 million each year, plus improved customer satisfaction.
The company was using a legacy DOS-based system, paper documentation and spreadsheets. This was time consuming, did not support its 300-strong courier workforce effectively and left the company unable to quickly verify whether deliveries had been completed or satisfy demands from customers for real-time information. It was becoming increasingly difficult for the control team to manage any increase in volumes of jobs with jobs being 'lost' and the level of information available to customers was lacking.
From day one of implementing ACI, the operations team gained feature rich functionality to control its entire fleet. This spanned the time a booking is made to allocating a job to a driver through to invoicing the client and paying drivers. The solution also provides electronic signature capture and proof of delivery. This ensures that instant, seamless mobile data exchange between the office and couriers is always visible.
Five measureable benefits of using ACI
1. Flexibility to scale business operations
ACI provides the scalability and resilience to cope with dramatic increases in demand. Courier business levels can fluctuate and the volume of jobs to be undertaken can rise to over 3000 per day.
Since ACI was implemented, the number of jobs handled has more than doubled yet the company has been able to achieve significant growth levels without the need to increase administrative headcount levels. The graph shows the number of jobs handled through ACI and the corresponding business growth achieved.
2. Paperless, mobile working reduces human resource costs
Mobile data technology ensures couriers are provided with accurate delivery details and any special instructions. This eliminates errors and the need for couriers to call controllers to clarify details. This has not only saved on outgoing and incoming call charges, but freed up the time of controllers for more revenue generating activities.
Without ACI, the only way business growth levels could have been sustained would be by employing more permanent staff within the operations function. This would have been uneconomical and would have had a big impact on profitability. The company operates entirely 'paperlessly' and can scale up and down to cope with peaks and troughs in demand with ease.
3. Improved customer satisfaction
ACI provides a full audit trail; from time stamped proofs of collection and fully satellite tracked journeys, through to real-time signature capture and proof of delivery. Electronic proof of delivery (POD) is instantly sent through to customers and is also available to controllers. Through offering proactive notifications to clients, the number of incoming queries requesting job progress updates has reduced and customer satisfaction levels have improved.
4. Improved management reporting
Over 70 standard reports are available within ACI, ranging from KPI's, gross margin, incomplete jobs, invoice profitability, period performance, POD / POD performance, telephonist performance. This allows management to monitor the volumes of jobs being handled for each account, calculate the percentage of SLAs being met and provide a clear measure of customer satisfaction levels.
5. Improved administrative capabilities
The processes for generating invoices, calculating driver pay is fully automated, which means errors, queries and non-payments are eliminated, together with a reduction to administrative overheads. Payment cycles are reduced and business cash flow is improved. Previously, it took a week to manually prepare invoices and calculate driver pay with ACI this process now takes one hour.