When our owner, Jerry Brazie, went looking for a new operating system three years ago after it became quite clear we'd outgrown our old one, we ran into the same story across the country. Upon describing his vision for what we wanted to make our company most effective for our customers, the overwhelming response from every vendor was either, “You don’t need that!” or “Why would you need that?!”
Clearly, they just didn’t get it. We persevered…and finally found a vendor who, while they didn’t quite work outside the box, they at least let us get our own hands on the box! Our I.T. Guru, Chann Becker, broke it open, shook it up, and recreated it to match Jerry’s vision.
Now, when we see a problem, or the potential for making systems work better, technology is on our side. This has proven very effective time and again, in helping us address customer needs, offer more than our competition, and in helping us grow.
Three years ago, walking into our dispatch office, you would have seen 3-4 dispatchers. Each one working with four phones, talking to multiple drivers at once. This is important to know because the average dispatcher in this environment is only dispatching at an 80% accuracy rate by two o’clock in the afternoon. After six or seven hours dispatching, a dispatcher grows tired and stressed in this environment. Not only does this custom designed environment free them from dispatching in this way, resulting in greater accuracy and on-time percentage, we are also able to do it with half as many dispatchers as an average courier company would use. This allows us to keep prices low while offering a much higher level of customer service.
Taking our technology advances a step further, Senvoy I.T. has designed and developed the Opti-Route System™.
The biggest challenge for our route vendors has always been how to fit all of the on-call mail stops we give them each day into their existing time-sensitive, pre-scheduled routes. Always challenging, often frustrating, this task is the single most time-killing factor for their businesses. The human brain is just not programmed to reconfigure efficient routes on the fly. The frustration it can cause often burns out the best of drivers. How could we eliminate that frustration and increase superior customer service?
Senvoy Opti-Route™! Our new system launched in April, 2010, and has proven most effective. Opti-Route™ takes the thought process out of the routing. For the vendors who choose to take advantage of this system, they simply scan each of their packages and envelopes, electronically accepting them as "on-board" and Opti-Route™ takes over, automatically aligning all of the orders into the most efficient route possible - while also taking into account specific pre-scheduled route stops that must be made at set times.
We’ve seen routes run faster with greater driver efficiency, fuel savings, and most of all, HAPPIER CUSTOMERS!