Utilizing the Benefits
Since Paine’s wasn’t grappling with any particular issue before getting the telematics system, finding and utilizing the benefits has made the company almost glad that the city forced them to do it.
One aspect the company has seen major improvements on is being able to provide even better customer service. Paine’s can ensure that drivers are following their respective routes and stopping at designated service points, for example. This is especially beneficial when it comes to the company’s relationship with the city, which ends up handling a lot of calls from residents. Russell says that in the past customers would call with concerns that Paine’s had missed them, but now with telematics, the company can see exactly where each truck has been and its current location. This makes answering questions and concerns much easier and more accurate.
This data is also what helped the company get driver buy-in on the devices — that it’s not just “big brother” there to watch their every move. Russell adds that this became very obvious to drivers since the telematics is there to show, not interpret, whether or not drivers are following company
protocols. It has also been useful in the case of accidents. The data adds information that can put aside assumptions and help better determine the facts surrounding an incident.
And in other aspects to safety and driver compliance, the geo-fencing capabilities have cut down on a number of driver issues, such as off-route trips, which helps to improve route and driver safety. And for Paine’s, Russell says that safety is ultimately what it’s all about.