Driving the Ultimate Customer Experience - Bobit Studios · 1,300+ employees in San Francisco (HQ),...

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WITH WINDY CITY LIMOUSINE

Ryan Kaczmarski

Director of Technology,

Windy City Limousine

Driving the Ultimate Customer Experience

Jack Owens

Product Marketing Manager,

Samsara

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1. Introductions

2. Driving the Ultimate Customer Experience

a. Operational Efficiency

b. Fleet Safety

c. Customer Service

3. Live Q&A

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Company Background

Mission To increase the efficiency, safety, and sustainability of the operations that power our economy

Culture of innovation Proven leadership and engineering from MIT, Stanford, Apple, Meraki

Fast-growing team 1,300+ employees in San Francisco (HQ), San Jose, Atlanta, London. Doubling technology and customer support teams

Samsara is a complete platform for fleet management, driver safety, and compliance

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o Real-time location and telematics

o ELD-compliant HOS management

o Video-based driver safety

o Routing, dispatch, and messaging

o Electronic driver documents

o Preventive maintenance and DVIR

o Trailer tracking

o Temperature monitoringDriver App Developer APICameras and

Sensors

GPS Gateways

10,000 fleet customers worldwide

200,000 new devices shipped annually

Serving a broad range of industries: Passenger transit, freight and distribution, private fleets, local governments, field services

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Explosive customer growth

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A Diverse Fleet

● 350+ limousines, shuttles, buses

● 150+ ELD-subject chauffeurs

Serving Chicago & Beyond

● Groups, events, & charter services

● Top 6% safety rating in the nation

● Notable customers

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We decided that we really wanted to

have a company with great customer

service, and that everything else came

second. Customer service is so

important to us.”

George Jacobs, CEOWindy City Limousine & Bus

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Delighting customers is harder than ever

20% of time is spent just searching

for information

87% of accidents involving CMVs are

completely preventable

80% of customers demand speed, friendly service, & convenience

Efficiency Safety Quality

Sources: McKinsey; NSTSCE 2015; PwC

BEST PRACTICES & LEARNINGS FROM WINDY CITY:

Driving the Ultimate Customer Experience

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How does Windy City Limousine save time

and improve operational efficiency?

Streamline HOS management

○ Intuitive Driver App to reduce errors and save time

○ Instant uploads of HOS data gives live visibility of duty status

○ Centralized data & intuitive reports streamline daily reviews of driver logs

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Take the guesswork

out of maintenance

○ Diagnostics & alerts for quick resolution of issues

○ Centralize maintenance records reduce manual data entry

○ Preventative maintenance helps avoid future breakdowns

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Instantly provide

accurate ETAs

○ Live-to-the-second GPS tracking pinpoints locations and ETAs

○ Cloud dashboard helps reservationists & dispatch stay on the same page

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How does Windy City prevent accidents &

create a safety-first culture?

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Personalize coaching

with HD video

○ Respond quickly with automatic video uploads & event alerts

○ Safety Inbox streamlines coaching workflow- Harsh braking, acceleration, & turning- Following distance - Distracted driving

Create incentives to reward safe driving

○ Driver leaderboardsfoster friendly competition

○ Safety Reportidentifies safety trends & top performers

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How has Windy City adapted to

meet rising customer expectations?

Proactively communicate ETAs

○ Live Sharing makes it easy to share ETAs & live vehicle locations

○ Open APIs sync with livery software for a seamless customer experience

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Delight customers

after trips are

complete

○ Searchable trip history makes it easy to quickly verify quality of service

○ Trip replay helps identify opportunities for improvement

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Windy City’s approach to putting customers first

50%+CSA SCORE IMPROVEMENT

500+HOURS SAVED / MONTH

30%REDUCTION IN CALLS

○ Empower every team

with live data

○ Centralize data to get

teams on the same page

○ Use data and video for

effective coaching

○ Recognize and reward

safe driving behavior

○ Leverage technology for

a seamless experience

○ Make communication

transparent & proactive

Samsara offers tools to drive the ultimate customer experience

REAL-TIME VISIBILITY HD VIDEO & SENSORS TOOLS THAT PUT

CUSTOMERS FIRST

○ Live-to-the-second GPS

○ HOS management

○ Real-time vehicle

diagnostics

○ AI dash cams

○ Harsh event alerts

○ Leaderboards &

coaching tools

○ Live Sharing for ETAs

○ Searchable trip histories

○ Open APIs for efficiency &

seamless experience

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Thank You

Looking for more?

VISIT

samsara.com

EMAIL OUR TEAM

support@samsara.comsales@samsara.com

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Samsara connects all of your fleet operations

Vehicle Gateway with light- and heavy-duty interfaces

Asset Gateways for trailers, equipment & unpowered assets

Wireless temperature, door, & cargo sensors

Wireless Driver IDs, passenger ID card reader

GPS Gateways Wireless Sensors

Front & dual-facing AI Dash Cams

Internal, side & rearconnected cameras

HD Dash Cameras