Ryder Case Study
Logistics
Ryder Logo

Ryder: Field Service Optimization

Implementing Salesforce Field Service to optimize scheduling, routing, and mobile capabilities for a logistics company.

28% more service calls per day
35% reduction in travel time
94% first-time fix rate

Client Background

Ryder is a leading logistics and transportation company that provides supply chain, dedicated transportation, and fleet management solutions. With a large fleet of service vehicles and field technicians, Ryder provides installation, repair, and maintenance services across North America. The company prides itself on responsive service and technical expertise but was struggling with inefficiencies in its field service operations.

The Challenge

Ryder faced several critical challenges in their field service operations:

  • Manual, dispatcher-driven scheduling that resulted in inefficient routing and excessive travel time between service calls
  • Limited visibility into technician location and status, making it difficult to respond to emergency service requests
  • Paper-based work orders and service reports that caused delays in billing and created data entry errors
  • Inability to match technician skills with job requirements, sometimes resulting in multiple site visits
  • Poor inventory management leading to technicians not having the right parts on hand
  • Limited communication between dispatchers, technicians, and customers about appointment times and status updates
  • Difficulty capturing and analyzing service data to identify trends and improvement opportunities

These challenges were impacting Ryder's ability to serve customers efficiently and profitably. The company was completing fewer service calls per day than industry benchmarks, experiencing higher fuel and overtime costs, and receiving customer complaints about appointment windows and communication.

Our Approach

After a thorough assessment of Ryder's field service operations, processes, and business goals, we developed a comprehensive implementation plan focused on optimizing their field service capabilities:

1

Salesforce Field Service Implementation

We implemented Salesforce Field Service as the foundation for Ryder's field service operations. This included configuring the platform to support their specific service types, territories, and business rules.

2

Intelligent Scheduling & Optimization

We configured the Salesforce Scheduling Optimizer to automatically assign and schedule service appointments based on priority, technician skills, location, and parts availability. This included setting up optimization rules to minimize travel time while respecting appointment windows and SLAs.

3

Mobile Technician App Deployment

We deployed the Salesforce Field Service mobile app to all technicians, providing them with real-time access to their schedules, work order details, customer information, service history, and guided workflows. We customized the app to include Ryder's specific service procedures and checklists.

4

Real-time GPS Tracking & Mapping

We integrated real-time GPS tracking to provide dispatchers with visibility into technician locations and status. This included configuring map views in the dispatcher console and geofencing capabilities to automatically update work order status when technicians arrive at or leave job sites.

5

Inventory & Parts Management

We implemented a comprehensive inventory management solution that tracked parts across warehouses, service vehicles, and job sites. This included barcode scanning capabilities, automated reordering processes, and van stock optimization to ensure technicians had the right parts for their assigned jobs.

6

Customer Communication Portal

We developed a customer portal using Salesforce Experience Cloud that allowed customers to schedule service appointments, view technician arrival times, receive real-time updates, and access service history and documentation.

7

Preventive Maintenance Automation

We configured automated preventive maintenance scheduling based on equipment type, usage patterns, and service history. This included setting up recurring maintenance plans and automated customer notifications.

8

Service Analytics Dashboard

We implemented Salesforce Analytics Cloud to provide Ryder with insights into key performance metrics such as first-time fix rates, mean time to repair, technician utilization, and customer satisfaction. This included role-specific dashboards for executives, service managers, and dispatchers.

9

Training and Change Management

We developed comprehensive training programs for dispatchers, technicians, and service managers to ensure effective adoption of the new system. This included hands-on workshops, video tutorials, and in-field coaching sessions.

The Results

The implementation of our Salesforce Field Service solution delivered significant measurable results for Ryder:

Service Capacity

Technicians completed 28% more service calls per day due to optimized scheduling and routing, increasing revenue without adding headcount.

Travel Efficiency

Average travel time between service calls decreased by 35%, reducing fuel costs by 22% and vehicle maintenance expenses by 18%.

First-Time Fix Rate

First-time fix rate improved from 76% to 94% due to better technician-job matching, improved parts availability, and access to service history and documentation.

On-Time Arrival

On-time arrival rate increased from 68% to 92%, with average appointment window duration decreasing from 4 hours to 2 hours.

Billing Cycle

Average time from service completion to invoice generation decreased from 5 days to same-day, improving cash flow and reducing billing errors by 86%.

Customer Satisfaction

Customer satisfaction scores increased by 32%, with specific improvements in technician punctuality, communication, and problem resolution.

"Barrington Bay's implementation of Salesforce Field Service has transformed our field operations. We're now able to complete more service calls with the same number of technicians, while providing a much better experience for our customers. The real-time visibility and analytics have been game-changers for our business."

Jennifer Martinez

VP of Field Operations, Ryder

Key Takeaways

The success of this project demonstrates the power of intelligent field service management in the logistics industry. By leveraging Salesforce Field Service's advanced scheduling and optimization capabilities, Ryder was able to significantly improve operational efficiency, technician productivity, and customer satisfaction.

The implementation of mobile tools for technicians and real-time visibility for dispatchers proved particularly valuable for improving service delivery and response times. Meanwhile, the integration of inventory management and preventive maintenance capabilities helped reduce costs and improve first-time fix rates.

This case study highlights the importance of a comprehensive approach to field service transformation that addresses scheduling, mobility, inventory, customer communication, and analytics in an integrated manner. By focusing on the specific needs and challenges of Ryder, we were able to deliver a solution that drove meaningful improvements across all aspects of their field service operations.

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