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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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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
