Case Studies J. Kings Enhances Customer Service with Omnitracs Roadnet and MobileCast

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	J. Kings Enhances Customer Service with Omnitracs Roadnet and MobileCast

J. Kings Enhances Customer Service with Omnitracs Roadnet and MobileCast

Technology Category	Analytics & Modeling - Real Time Analytics Functional Applications - Fleet Management Systems (FMS) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Food & Beverage
Applicable Functions	Logistics & Transportation
Use Cases	Fleet Management Real-Time Location System (RTLS) Remote Asset Management
Services	Software Design & Engineering Services System Integration
Challenge	Last spring, J. Kings began looking at ways to further increase customer service, as well as measure driver accountability. They needed better information on driver performance and vehicle locations to provide more accurate answers to customer inquiries. Additionally, they wanted a solution that would give them a competitive edge in the market. The manual routing process was time-intensive, and they had already seen improvements with Omnitracs Roadnet. However, they sought further advancements to enhance their customer service and operational efficiency. Read More
About Customer	J. Kings is a family-owned and operated foodservice distributor located in Holtsville, New York. They serve over 1700 active customers in the New York metropolitan area, operating 40-45 daily routes and delivering six days a week. Known for their commitment to providing quality products at fair prices and timely deliveries, J. Kings places a high emphasis on outstanding customer service. Their affiliation with Premier Foodservice Distributors of America and ProAct further underscores their dedication to excellence in the foodservice industry. Read More
Solution	J. Kings turned to Omnitracs Roadnet Technologies for the MobileCast solution, which utilizes internet-ready phones and the MobileCast enterprise server application for real-time route execution. This allows dispatchers to be aware of vehicle positions and delivery statuses, significantly improving customer service. Additionally, they implemented the Roadnet Info Center, a web-based reporting tool that provides visibility into route plans and execution across the organization. This tool enables customer service representatives to quickly access driver route paths and provide updated delivery times to customers without needing to contact dispatchers. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Functional Applications - Fleet Management Systems (FMS)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Food & Beverage

Applicable Functions

Logistics & Transportation

Use Cases

Fleet Management

Real-Time Location System (RTLS)

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Challenge

Last spring, J. Kings began looking at ways to further increase customer service, as well as measure driver accountability. They needed better information on driver performance and vehicle locations to provide more accurate answers to customer inquiries. Additionally, they wanted a solution that would give them a competitive edge in the market. The manual routing process was time-intensive, and they had already seen improvements with Omnitracs Roadnet. However, they sought further advancements to enhance their customer service and operational efficiency.

About Customer

J. Kings is a family-owned and operated foodservice distributor located in Holtsville, New York. They serve over 1700 active customers in the New York metropolitan area, operating 40-45 daily routes and delivering six days a week. Known for their commitment to providing quality products at fair prices and timely deliveries, J. Kings places a high emphasis on outstanding customer service. Their affiliation with Premier Foodservice Distributors of America and ProAct further underscores their dedication to excellence in the foodservice industry.

Solution

J. Kings turned to Omnitracs Roadnet Technologies for the MobileCast solution, which utilizes internet-ready phones and the MobileCast enterprise server application for real-time route execution. This allows dispatchers to be aware of vehicle positions and delivery statuses, significantly improving customer service. Additionally, they implemented the Roadnet Info Center, a web-based reporting tool that provides visibility into route plans and execution across the organization. This tool enables customer service representatives to quickly access driver route paths and provide updated delivery times to customers without needing to contact dispatchers.

Impact #1	J. Kings has seen a 90% reduction in response time to customer inquiries, allowing them to provide faster and more accurate information.
Impact #2	The implementation of MobileCast and Roadnet Info Center has led to an 80% reduction in calls fielded by dispatchers, freeing up their time for other tasks.
Impact #3	The real-time route execution and web-based reporting tools have significantly improved customer service, making J. Kings more competitive in the market.

Impact #1

J. Kings has seen a 90% reduction in response time to customer inquiries, allowing them to provide faster and more accurate information.

Impact #2

The implementation of MobileCast and Roadnet Info Center has led to an 80% reduction in calls fielded by dispatchers, freeing up their time for other tasks.

Impact #3

The real-time route execution and web-based reporting tools have significantly improved customer service, making J. Kings more competitive in the market.

Benefit #1	90% reduction in customer service response time
Benefit #2	80% fewer calls fielded by dispatcher

Benefit #1

90% reduction in customer service response time

Benefit #2

80% fewer calls fielded by dispatcher

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Overview

J. Kings Enhances Customer Service with Omnitracs Roadnet and MobileCast

Operational Impact

Quantitative Benefit