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Case Study

Estes Express’ freight and logistics gain speed and agility with Pega

  • Improved dispatcher and driver engagement
  • Reduced driver dwell time and improved driver satisfaction
  • Improved customer experience with in-transit visibility

“The first thing that impressed us about Pega was its scale. We do almost 50,000 pickups and deliveries a day – and that is a lot of load for any system."

Howard Cochran Sr. Director, Strategic Technician, Estes Express

The Business Issue

With over 18,000 employees, Estes Express is the largest privately-owned freight transportation carrier in the United States.

Before Pega, Estes’ truck drivers relied on cab-mounted devices and phone calls to receive and manage daily work, while its dispatchers managed pickup and delivery routes with a mix of systems and manual processes.

Estes needed a better way to manage complex freight rating and more than 20 million business rules. The system the company envisioned would facilitate reuse and speed, to keep pace with its customers’ growing needs.

The Solution

To maintain and strengthen its market-leading position, Estes chose the Pega Platform™ to build a journey-centric mobile application for freight pickup and delivery, designed in collaboration with business users.

The new Pickup and Delivery Mobile Application offers increased visibility to dispatchers and back-office personnel, allowing critical freight movement planning to take place earlier. Estes now has real-time notification capabilities, which means that Customer Service always knows where the freight is and if it’s been delivered.

For Estes, the Pega solution provides an agile platform that exponentially speeds application development, reducing the company’s typical 18-month development period to just five months.

The Results

Pega’s ability to scale for Estes’ high volume, fast-paced business is key to the company’s future growth. And every day, the company, dispatchers, customers, and drivers benefit from:

  • In-transit visibility for all stakeholders
  • Greater customer satisfaction
  • A 70% reduction in application development time
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Tags

Industry: Manufacturing Product Area: Platform Challenge: Customer Service Challenge: Operational Excellence Challenge: Workforce Optimization
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