Star Track Express driving customer service to new levels

STAR Track Express is one of Australia’s premier express freight and logistics providers with over 1,500 drivers in the field, handling over a million scans per day. As part of a large infrastructure upgrade, the company sought to improve on their already industry leading reputation in a variety of areas including electronic proof of delivery and capturing manual processes on their handheld computers. 

The challenge

Until recently, Star Track express had been battling with inefficiencies in a variety of areas, primarily due to their paper-based system. This led to data loss between on-road staff and back-end personnel, as well as a serious lack of quality control in some of the business rules which were inconsistently applied. This had on-flow affects to customers who employ express freight and logistics providers, who are becoming increasingly involved within the shipping process and expecting more from their carrier. Star Track Express also sought a way to capture manual processes on their handheld to better account for drivers’ time and be able to dynamically update their workload dependent on the tasks they were doing and where they were located.

Improving customer satisfaction by maximising efficiency

To ensure that their solution had the backing of all operational personnel, Star Track Express made a point of involving all relevant stakeholders in this project. The company then employed Blackbay Ltd to find effective solutions using Intermec’s industry leading CN4 handheld computer, focusing on maximising efficiency and emphasising solutions which would give a range of benefits to their customers

Star Track Express ultimately implemented a complete mobility solution which allowed them to automate their entire delivery and collection process in real time. This was achieved by enabling their drivers to scan all items within and outside the depot, electronically manifest consignments, collect proof of delivery via ‘sign on glass’ and to accept and complete pickups in the field.  

Significant ROI benefits were gained by Star Track Express from the handheld technology deployed. Specifically, cost savings were delivered through ongoing maintenance and the infrastructure required to process enquiries relating to deliveries. This included a reduction in the “rate of return” from 12 per cent to less than five per cent and a 50 per cent decrease in the cost of scanner repairs. 

Star Track Express also saw tangible efficiency gains through utilizing Intermec’s CN4 mobile computers. Staff and customers benefited from a 25 per cent reduction in the time it takes to manifest deliveries, which meant that staff were more efficient and the customers receive their deliveries quicker and with less mistakes. 

Using SOTI MobiControl’s advanced Helpdesk tools and Remote Control functionality in conjunction with Intermec’s CN4 gives support staff the ability to remotely access any device and see exactly what the courier sees on the screen – taking control if needed. 

Intermec’s GPRS/3G and GPS enabled CN4 rugged mobile computers also provide real-time visibility of Star Track Express drivers and their consignments. This means customers will have a more accurate view of where their package is and when it will reach its destination and ensuring quality control measures are kept in place.

 “As our business continues to grow it is important that we are able to meet the increasing demands of our customers to track their pickups and deliveries online”, said Star Track Express IT Director, Max Robson.

A market-leading partnership

Star Track Express has received an overwhelmingly positive response from the changes from both their customers and their staff. As a result of their rigorous screening process, Star Track Express is already seeing tangible benefits. They put this down to a variety of factors, not least of which is the sheer number of people who were involved in the project – there were over 2,000 staff and 7,500 customers who played an active role in the project. 

Robson said “The solutions are very good, there’s less paper and we’re operating more efficiently, and the customers have responded well to them too – the support from those involved has been great”

Customers have been positive about the results as well, stating that the amount of time that has been cut down on receiving goods has been a huge leap forward. Additionally, where some customers were signing 30-40 consignment notes per delivery, now they are signing only a couple, which has led to some customers stating that the new processes are saving over an hour a week just in receiving goods. When you multiply that by the number of customers who employ Star Track Express’ service, it becomes apparent that there are huge productivity gains to be gained across the board for both supplier and customer.

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