CASE STUDY
A Connected Fleet
A leading enterprise trucking company- accelerated its transformation to a data-driven enterprise by working closely with ACG to develop and implement a comprehensive data strategy to improve customer experience and fleet management.
- USA
- 5B-10B Annual Revenue
- Transportation & Logistics
A Changing Landscape
With the pandemic came global supply chain complications, a hyper-competitive business environment, and changing customer expectations. Facing pressure to improve customer experiences, reduce high repair and maintenance costs, and expedite fleet recovery, Client sought a means of exploiting its data to the fullest. This drove company leadership to fast track efforts to advance organizational data & analytics maturity. ACG began working closely with Client to craft an effective data strategy, refining their approach across the entire data value chain to enable data-driven decisioning.
The connected fleet greatly accelerated Client's journey to data-driven decisioning.
Client's journey to a connected fleet began with collaborative visioning sessions with ACG's leadership and industry experts. The team set the stage for a broad set of data & analytics initiatives by leaving no stone unturned, addressing the entire data value chain from data acquisition to insight generation.
To create an improved customer experience and bolster Client's competitive positioning, significantly more data on the behavior and status of the truck fleet was required. The resulting data management strategy focused on ingesting real-time fleet information, robust data security, and democratized access. This data was acquired by deploying truck IoT sensors incrementally. Client was able to quickly progress along the data value chain with this approach. Within weeks, teams were building cloud analytics architecture and running advanced analytics prototyping. This process was then iterated to focus on addressing new challenges and business functions.
During the first advanced analytics sprint phase, ACG focused on translating fleet performance into customer-facing insights. From time to delivery to real-time route status, Client's customers unlocked a deeper level of understanding into fleet status and performance. This translated into an improved customer portal brimming with useful insights and support, and thereby an improved customer experience.
An effective strategy considers the entire data value chain.
Data Governance
Data Ingestion
Data Quality
Data Access & Security
Data Usage & Literacy
Data Consumption
Infrastructure Management
Organizational Change Management
Subsequent sprint phases saw the introduction of further analytics initiatives including predictive fleet maintenance and quicker fleet recovery. Such initiatives were made possible by an organization-wide transformation focused on quick wins, agile development, and continuous improvement. ACG leveraged business, technology, and design capabilities to ensure alignment in best practices across business functions.
A Meaningful Impact
Over the course of the engagement, Client built a sustainable foundation for advancing data & analytics maturity across three dimensions: people, process, and technology. With newfound analytics evangelism from Client executives came the creation and rollout of an analytics center of excellence (CoE) to spearhead cross-functional initiatives and inspire a data-driven culture.
The platforms of insights deployed enabled a suite of benefits across Client's business. The new customer portal improved delivery insights and customer engagement, boosting retention and satisfaction. The advanced analytics sprints delivered cross-functional insights to executives at the point of decision. Chief benefits of such efforts included tactfully reducing repair & maintenance costs, drastically reducing fleet recovery times, and proactively rerouting trucks to reduce travel durations.
Moving Forwards
Client continues to expand the influence of data & analytics within its organization, with a continued focus on enabling industry-leading customer engagement. In addition, executives are turning toward their logistics services business, one facing steep competition from entrenched giants, as a new horizon for new data-driven initiatives.
94%
of businesses report that they see an ROI on their IoT investments.
431%
is the average 5 year ROI generated by business analytics implementations.
TDWI - Research Partner
Analytics Maturity Model Guide
The TDWI Analytics Maturity Model consists of five stages: nascent, pre-adoption, early adoption, corporate adoption, and mature/visionary. As organizations move through these stages, they gain greater value from their investments.