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Case Study

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

  • 15% increase in auto-rating for highest volume shipping segments
  • Improved dispatcher and driver engagement
  • 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."

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 their dispatchers managed pickup and delivery routes using a mix of systems and manual processes.

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

The Solution

Using Pega, Estes built a mobile application for freight pickup and delivery designed in collaboration with business users. The app 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, meaning Customer Service always knows where freight is and whether it’s been delivered.

The new freight price rating engine built on Pega is designed for Less-than-truckload (LTL) companies to quickly respond to market changes. The engine generates freight rates and quotes resulting in 99% accuracy, a significant reduction of manual effort and associated errors, and the removal of constraints associated with traditional mainframe-driven applications.

The Results

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.

Pega’s ability to scale for Estes’ high volume, fast-paced business is key to the company’s future growth. Estes’ customers, drivers, and dispatchers are now enjoying:

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

12,000 Estes employees currently use Pega applications that simplify their jobs by sharing of data across systems and people. Recently, they were able to redeploy staff to more critical functions and grow their business without the need for additional headcount.

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Desafío: Excelencia operativa Desafío: Servicio al cliente Industry: Fabricación Industry: Transportation Industry: Transporte, carga, logística Área de producto: Plataforma
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