How Conduit Helped Produce Services & Logistics Improve Dock Efficiency and Customer Service

Executive Summary

Produce Services & Logistics, Inc. (PS&L), an intermodal freight forwarder and a Conduit customer since October 2023, faced significant challenges during the peak summer season. They sought Conduit’s warehouse dock appointment system to enhance efficiency and customer service. By implementing Conduit, PS&L:

• Cleared traffic jams from their yard and improved labor efficiency.

• Eliminated the need for phone calls and emails for scheduling appointments.

• Enhanced customer communication with automated updates.

• Acquired valuable data to optimize staffing and inform business growth.

• Transitioned to Conduit seamlessly within two days.

• Benefited from Conduit’s adaptability to their unique needs as a freight forwarder.

Introduction

PS&L, led by General Manager Teresa Nelson, has been a prominent player in the freight forwarding industry, specializing in consolidating products into ocean containers for shipment to Alaska and Hawaii and providing cross-dock transloading services. However, the company faced operational inefficiencies and customer service challenges during peak seasons. This case study explores how PS&L leveraged Conduit’s dock appointment system to overcome these obstacles and achieve business growth.

Challenges Faced

Yard Traffic Congestion

PS&L’s yard experienced severe congestion, preventing trucks from accessing doors for loading and unloading. This bottleneck led to significant downtime for warehouse staff and delayed operations. According to Teresa Nelson, “It was so congested we couldn’t get trucks into doors to get working on them, because there was just so much traffic out there.”

Inefficient Scheduling Process

The previous scheduling process relied heavily on phone calls, emails, and manual entries into Microsoft Outlook and Word documents. This system was prone to errors, duplications, and inefficiencies. Nelson noted, “When we think about the number of phone calls and emails we get throughout the day to schedule the appointments – that in itself sometimes can be a full-time job.”

Poor Customer Communication

PS&L struggled with providing timely updates to customers about their shipments. The lack of transparency often led to customer dissatisfaction and increased inquiries. Nelson emphasized the importance of transparency, stating, “We have full transparency. There is no question how long we’re taking and why, and they can see what product has been received in our facility and what hasn’t.”

Solution Implementation

Transition to Conduit

The transition to Conduit was remarkably swift and efficient. PS&L fully integrated Conduit’s system within two days, moving away from their outdated scheduling methods. Nelson highlighted the ease of implementation, “It took like two days to get everything in there and get going. And we’ve just been using it. That’s been our only appointment system since we started.”

Enhanced Scheduling and Communication

Conduit enabled PS&L to streamline their scheduling process, reducing the dependency on manual entries and eliminating duplicate appointments. The system allowed carriers to schedule appointments online, significantly reducing phone calls and emails. Nelson observed, “The phone calls have pretty much stopped because the more that we can direct online so that you can see it on paper – ‘This is what you requested, and this is what was accepted.’ That has been – that alone has been huge.”

Data-Driven Decision Making

Conduit’s data analytics provided PS&L with valuable insights into their operations, helping them optimize staffing and reduce unnecessary overtime. Nelson explained, “Having the data in front of us really gives us an idea where we know right now we are at capacity with the crew that we have. So to add on more business, we need to add more people.”

Results

Improved Yard Efficiency

The implementation of Conduit resolved the yard congestion issue, allowing trucks to access loading and unloading doors promptly. This improvement increased labor efficiency and reduced downtime for warehouse staff. Nelson confirmed, “Just using Conduit for what it’s supposed to be: an appointment system, and sticking with that, has solved the traffic issue for sure.”

Streamlined Scheduling Process

The transition to Conduit’s online scheduling system freed up significant time previously spent on phone calls and emails. This efficiency allowed PS&L staff to focus on other critical areas of the business. Nelson stated, “Now to have that through the Conduit system, that is almost a full-time job that’s now been opened up to look at other areas and focus on other things.”

Enhanced Customer Communication

Conduit’s automated updates improved communication with customers, providing them with real-time information about their shipments. This transparency enhanced customer satisfaction and reduced the number of inquiries. Nelson highlighted, “Our customers receive an email just the same as the carriers do when a new appointment is set up for them, so that they can track what product is coming in if they have a question on it.”

Informed Business Growth

The data provided by Conduit enabled PS&L to make informed decisions about staffing and operational capacity. This insight helped them avoid unnecessary overtime and optimize their workforce effectively. Nelson explained, “It saves us unnecessary overtime or adding an extra person because some days it feels like we’re busy, but overall it’s not necessary. We can really gauge the work versus the working hours.”

Conclusion

The adoption of Conduit’s dock appointment system has been transformative for Produce Services & Logistics, Inc. The system resolved critical challenges such as yard congestion, inefficient scheduling, and poor customer communication. By leveraging Conduit’s capabilities, PS&L has streamlined its operations, improved labor efficiency, and enhanced customer satisfaction. The data-driven insights provided by Conduit have also enabled PS&L to make informed decisions about staffing and business growth.

PS&L’s experience demonstrates the significant impact that an efficient dock appointment system can have on warehouse operations and overall business performance. As PS&L continues to grow, Conduit will remain a crucial partner in their journey, helping them adapt to changing demands and achieve their long-term goals.