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Case Study

Pace Motor Lines:
Moves 25% More Freight Using DDC's Business Process Solutions
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Summary

“With DDC FPO services, we’re moving more tonnage across our dock daily and loading trucks hours earlier, including some same day transfers. The significant performance improvements we’ve seen in our internal business processes since adopting DDC FPO services have helped us provide a better level of service to our customers and in the end, we also wind up with business that's generating a greater yield,” said Patrick Pacelli, SR Vice President Operations & Revenue Generation at Pace Motor Lines.

Key Success Points

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TIMELINES TARGET OF 90% WAS MET AND EXCEEDED WITH AN AVERAGE SCORE OF 96%.

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DATA ACCURACEY TARGET OF 90% WAS EXCEEDED WITH AN AVERAGE SCORE OF 94%.
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OUR TEAM SEAMLESSLY INTEGRATED WITH THE CLIENT TO BECOME AN EXTENSION OF THEIR TEAM.
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ACCURACY AND QUALITY OF DATA CONSISTENTLY MET THE AGREED SERVICE LEVEL.

Client Needs

The client has a large media database covering contact details from journalists across the world. With such a vast collection of data across multiple languages that needs regular maintenance, the client realised they needed an outsourcer to handle their needs, and their first choice was DDC OS. Having worked together previously, they knew they were partnering with a provider that they trusted and could rely on to deliver the results.

Their requirements included sourcing candidates for specific languages, initially Nordic. At first, the client thought it was “practically impossible” to source the required quality they needed. However, they quickly realised that we were able to achieve this through our multilingual hub. With the correct people in place to work in the relevant languages, the team would be required to conduct detailed research, update the relevant systems and deliver updates to the relevant individuals.

The Background

Pace Motor Lines is a third generation, 50-year-old, family-owned transportation and logistics services provider. The company provides daily overnight LTL, final mile, and truckload service for shippers of consumer goods, food, and beverages, building products, printed material, and machinery. From its headquarters in Stratford, Connecticut, the carrier serves all points in Connecticut, Rhode Island, Massachusetts, and the New York and New Jersey metropolitan area. Pace also specializes in import and export services at piers and airports and has warehousing and distribution capabilities at its 210,000-sq ft facility.

The Challenge

To process freight pickup requests and bills accurately and efficiently

Amid a challenging workforce hiring market, Pace Motor Lines faced the need to find qualified people to handle its freight processing and billing functions. Having spent considerably on advertising and working with placement agencies without any success, the company sought a different means of meeting its business process needs.

From the start, we had confidence in DDC FPO, something that’s very important to us as a family-owned business. The higher standard also instills greater confidence in our customers, which leads to other opportunities so there’s value from a business development standpoint as well.

Our Solution Summary

We delivered a multilingual service, covering calls, webchat and email to help collect data and update the client’s vast database to ensure it held sufficient and the most up-to-date information on journalists.
  • Handling outbound customer contact via calls, webshat and email, in Swedish, Finnish, English, and Dutch.
  • Detailed research across digital platforms.
  • Transparent and ongoing communication with direct access to the whole team for effective collaboration
  • Delivered across Bosnia & Herzegovina and Serbia.
  • Fast and flexible implementation process with ongoing adaptation to suit the requirements in real-time.
  • Providing insight based on the information gathered within the omnichannel customer service software.
  • Representing the client's company values and brand ethos throughout the customer experience.
Goals Achieved

Improvements in productivity, accuracy, and efficiency

With DDC services, Pace Motor Lines realized several measurable benefits:
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The ability to move 20% to 25% more next day freight across its dock on any given night because accurate shipment data is available much earlier.

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Improved dock productivity because Pace staff no longer wait for load information and have an earlier indication of destinations for incoming freight, leading to earlier loading.

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Freight bill accuracy is consistently close to 100%. The result is more accurate and faster billing, speeding up payment cycles and improving cash flow.

Customer Experience Related

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