Challenge:
A.J. Tutill & Sons has been in business over 90 years, and the focus on customer service has remained constant. However, technology has changed a lot. They had been managing jobs on cardboard since 1921 but needed a better way as times have changed and customers expect the functionality to log in and place their job bookings online. A.J. Tutill trucks are on the road, sometimes seven days a week, and rack up a lot of RUC, and needed a system to claim back charges for off-road use.
You could probably manage 20 trucks in your head, but with the number we have that’s impossible if you want to consistently provide exceptional service. Tracking with Teletrac Navman you can see where the trucks are, when they got there, what they’re doing and why.
- John Tutill
Solution:
A.J. Tutill & Sons installed the iCOS (internet Cargo Operating Solution) LIVE for freight and logistics management. The system allows their clients to place job orders online, and track and trace consignments from pickup through to delivery. Integrated with the fleet management solution, jobs come up instantly and the dispatcher is able to choose the driver for the job, meaning that urgent jobs can be prioritised.
With the technology, they are able to focus on providing a service and point of difference, as customers don’t have to phone or email, they can just log in and check on their delivery themselves. If a customer says something hasn’t been delivered, then John can use the integrated systems to check up on what has happened.
The RUC Management solution has also been a revelation, allowing them to track off-road and private road use for each vehicle at all times. The rebates means they are getting money coming back as even a 1km per vehicle on a private road adds up quickly.
Results:
The implementation of Teletrac Navman has led to several significant benefits for A.J. Tutill & Sons:
- The integrated freight and fleet management solutions means the attention to details sets the tone for the business and keeps the focus on customer service sharp.
- ‘Replay a day’ function used to provide instant support to a customer if they say they haven’t received their freight.
- The integrated timeline for customer pick up and deliveries via the log in means customers can check on their status themselves any time they want to, improving efficiency and the customer experience.
- Vehicles are out at the airport a lot and can do 1km on a private road a day, 5 days a week. With RUC management, the off-road travel adds up quickly and the claim back for off-road use means money coming back.
About A.J. Tutill & Sons:
A.J. Tutill & Sons has been in business over 90 years, and with a staff of 50 people, they offer transport, storage & logistics services and operates 42 vehicles working across the greater Auckland area, as well as covering Tauranga and Hamilton. Their fleet includes a mix of crane trucks, 8 wheelers, curtain siders and flat decks.