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Case Study : Reducing Onboarding Times from 6 Weeks to 1 Day
One of the global leaders in oil and gas approached Toptech with a problem. The time from signing on a new customer to their first truck load was taking upwards of 2 months. Then, once customers were finally able to load, they were often encountering problems due to mistyped information and lost forms. This was due to the onboarding process which involved the supplier, customer and carrier each entering various information, all of which required supporting documentation. Furthermore, the terminal operator had to set up all the same data the customer and carrier had already entered.
In addition, customers, carriers, and drivers were frustrated at not having the ability to perform their jobs efficiently. Carriers were blindly sending drivers to terminals during the busiest time of day and to load racks that had run out of product. Thus, drivers being paid by the load were making less money and the customer wasn’t getting product fast enough. The client wanted a product that would make the entire process more efficient and enable them to provide better service to each stakeholder.
Toptech did not have a product to meet the client’s needs, but knew they’d be able to create one. However, they first had to discover if the problems outlined were client specific or shared by the entire market. After speaking with other clients about their onboarding and dispatching process, it became clear that, while many specific steps are unique to each company, the overall process and frustrations are shared industry-wide. With that information, Toptech set out to create a solution for the industry.
In very close partnership with the client who first approached Toptech, Load2Day was created. Toptech started by addressing the first issue; the onboarding process. It was clear the reason the process took so long and there were so many errors was because of all the manual work, rework, and physical documents being stored. Load2Day solved this by allowing the customer and carrier to simply log into a secure webpage and enter their own data which can be immediately accessed by the client and the terminal operator. This cuts out the back and forth of the data and completely eliminates any rework. A process which was taking between 1-3 months could now be completed in 1 day. On the off-chance there is ever a problem with the account, the terminal operator is able to quickly pull up any documents related to that account via Load2Day’s document repository.
Toptech then addressed the issue of carriers not having the resources to dispatch drivers to the most efficient terminal and bay. They created a user interface that provides carriers with a 24 hour view of terminal wait times, thus showing them the busiest times of day for each location. In addition, the view allows carriers to note any scheduled shut-downs or product outages. So, drivers are sent to terminals with the shortest wait times, and to bays with product available.
Load2Day is now in use by over 300 terminals including both equity and 3rd party sites. There are over 200 users per day, which includes customers being onboarded, carriers viewing terminal availability, and terminal operators using the document repository.
Products used in case study
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