The background
The Nolan family have been delivering fuel in the Bicester area for over 50 years. Now with a third generation involved, the business continues to build on its strong family values having grown from a single truck to a two-depot operation with 12 vehicles.
Explaining about the challenges the business faced before it’s recent transformation, Mark said: “We identified paper-based processes in our business as an area which was restricting growth.
“Manually keeping track of the paper trail within a growing business was proving too time consuming. We have a proud history in delivering exceptional customer service efficiently and we want to spend more time interacting with our customers and less time on unnecessary paperwork.
“We undertook extensive industry research into how technology could be utilised to reduce errors during the delivery and reconciliation process, as well as improving both customer service and responding to business opportunities.
“As a team we recognised that the combined impact of current economic, political, environmental and regulatory challenges meant that to thrive, rather than just survive, changes in both operational controls and data management were needed. Added to that, an increased service and data demand from customers and the challenge of building for the future, required a new way of managing the business.”
The selection of DTS
Once the decision was made to look for a new partner, the Nolan Oils team started to investigate their options. As Mark explained: “The selection of a partner for this key stage in the business development involved reviewing feedback and site visits with industry peers regarding which solution offered the most in terms of features, reliability and customer service as well as cost effectiveness.
“What became clear during this process was that a focus on the business as a whole was required, not just on the needs of the customer and driver. The business benefits only become fully realised when each department has access to the data, system, training and support.
“After considering our options we opted for DTS. They came with excellent credentials in supporting businesses in transitioning from paper to technology-based processes.”
Implementation
Mark shared more about the implementation process: “Once DTS were chosen they coordinated all aspects of the process; from the provision and installation of the hardware on the trucks, the interface with the meters and printers, the set up work with FuelSoft (the accounting, CRM and scheduling package) and the user training programme.
“The implementation team at DTS assisted each area directly and provided expert advice on resolving any issues encountered with data set up, equipment interfaces or user concerns.
“For some drivers the introduction of technology meant changing the way they had managed deliveries for the past 30 years. In these instances, DTS personally accompanied those drivers during early use of the system to align the interaction of technology with the driver’s vast experience in managing various delivery challenges.”
Key features of the software
Fuel Oil News asked Mark to share the key features of the software:
- The DTS solution included a delivery management application to support the driver in getting to the correct location, the correct tank and delivering the correct product and the correct volume.
- The planned and actual delivery details are available for everyone in the office to access live via a web portal, providing key insights in stock management, vehicle location and field-based challenges being faced.
- Live and accurate recording of delivery details enables both the invoicing speed and the speed of response to customer questions to be increased, improving both cash flow and customer service.
- The historical data stored in the system provides valuable insights and easy access to vehicle checks, stock and line change management that are essential when answering any questions from regulatory bodies as well as customers.
- With live location and stock status data, it becomes possible to add additional deliveries or emergency deliveries to existing loads with confidence.
Benefits
Mark continued: “Having used the technology for a year now, the surprising benefit was the improvement in communication between the driving team and the office-based teams.
“The drivers were no longer having to respond to as many update phone calls and the office staff had immediate access to the data they needed for customer and invoicing needs. This has positively impacted the delivery volumes for the drivers, the sales numbers for the sales team and the cash collection speed for the accounts team.”
Real-world results
Fuel Oil News asked Mark to share some feedback from the team on the new DTS system:
- Management testimonial: “DTS have become part of the team during the implementation process, their customer service has been exceptional, and their product has delivered the platform for growth that we set out to achieve.”
- Driver testimonial: “I was sceptical at first about using technology and whether it would make our days harder. By the end of the first day using the new system, and with the support of the DTS driver trainers, I was much more comfortable. After a week using it, I really don’t want to ever go back to using paper tickets.”
- Office Manager testimonial: “There are a thousand questions when you first make the move away from paper, DTS have answered each of them. The support when we need it – often early in the mornings or at weekends – has been fabulous and undoubtedly made the process easier.”
Mark summarised his thoughts on the new DTS system: “With both reduced errors to investigate, and easier access to the data for any error resolution, we now have the space to grow the business and have seen growth in revenue, delivery volumes and customer satisfaction. A big thank you to the team at DTS.”
Image credit: Nolan Oils
