Case Study:
Moore Supply Co.

Moore Supply improves staff productivity, driver safety and customer service using Work management.


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company

Based in Mesquite, TX, Moore Supply Co. is a leading wholesale distributor of premier plumbing products from top manufacturers for residential, commercial and industrial construction. Its parent company, Hajoca Corp., operates 51 plumbing supply businesses and is the largest privately held wholesale distributor of plumbing, heating and industrial supplies, with locations in 32 states. The two companies work in tandem to offer a wide inventory at competitive prices.


"We had our ah-ha moment the morning we tested Work Management. We had 40 deliveries planned and we said, ‘How can we ever do this, but we plugged the information into Work Management and it optimized the routes and assigned the right trucks, and it all worked out just fine."

Jeff Joyner, General Manager of Moore Supply Co

challenge

Moore Supply started looking at field service technology with the goal of gathering critical data to improve efficiencies, lower costs and optimize routing. Before implementing a field service management solution, it was common for them to send two trucks to the same site by mistake or call drivers out in the field to find out where they were. Daily operations at the plumbing products supply company were slightly chaotic, with the employee who scheduled deliveries trying to keep track by memory of who was where and when they were there. “We had zero visibility into our operations,” says General Manager Jeff Joyner.

“Our dispatcher would call the drivers to find out where they were, why they were there and where they had been.” Joyner recognized this was not the best way to operate a business. It was costly and unproductive. “We needed to be more efficient and we recognized the need for additional effectiveness in our planning. We needed to know what the drivers were delivering, how they were loading the trucks, in what truck and at what time.” Joyner knew there had to be a technology to bring operations under control. He learned about Trimble Field Service Management (FSM) solutions after getting in touch with Stephen Conroy of Location Lock, one of the Trimble Dealer Partners. Location Lock had adopted the Trimble FSM solution as their flagship product for commercial fleets.

results

With the solutions in place, Moore’s team also gained much needed visibility into field operations so they could track who was making a delivery and where. “Before installing Work Management, we had two trucks going to the same site and didn’t know if they were there, so we sent couriers to make the delivery. Using couriers was becoming a major expense.” “Because the team now knows where company vehicles are at all times, it’s easier to reassign a truck when necessary to make a delivery, instead of sending a courier. This really reduced our costs since we were no longer sending multiple trucks to the same place.”

OPERATIONAL IMPROVEMENTS

Joyner says that because Work Management has vastly improved efficiency and productivity, the company has improved staff utilization and accountability, driver safety, and customer service. Prior to implementation, making a delivery at the promised time was a lucky guess, but now if a customer calls to ask about delivery status, it is possible to give them a reliable answer because vehicles are being tracked.

“We can communicate more efficiently with the both the customer and the driver,” Joyner says. These improvements have led to a much higher level of customer service, which in turn leads to higher customer satisfaction and loyalty.

Another benefit of Work Management is the increased accountability. If a driver takes too long to unload a truck, Moore managers know that it is happening and why. With Work Management, the relevant data is captured, allowing supervisors to hold drivers accountable.

With Work Management’s In-Day Advisor tool, the company can see if a technician is ahead of schedule and add tasks to ensure a full day’s work without incurring overtime. Conversely, if it looks like a technician won’t get to a task, it can be reassigned.

“Work Management also improves the safety of our drivers since they don’t have to use their cell phones as much,” Joyner says. Even new drivers from out of state who are unfamiliar with the routes can get to a customer site by following Fleet Management’s routing instructions. Once they complete a task the drivers look up their next task on the in-vehicle devices, and follow the instructions to get to their next stop.

Thanks to field management technology, Moore Supply is more productive, which means improved efficiency, happier customers and a positive bottom line.

OPERATIONAL IMPROVEMENTS

Joyner says that because Work Management has vastly improved efficiency and productivity, the company has improved staff utilization and accountability, driver safety, and customer service. Prior to implementation, making a delivery at the promised time was a lucky guess, but now if a customer calls to ask about delivery status, it is possible to give them a reliable answer because vehicles are being tracked.

“We can communicate more efficiently with the both the customer and the driver,” Joyner says. These improvements have led to a much higher level of customer service, which in turn leads to higher customer satisfaction and loyalty.

Another benefit of Work Management is the increased accountability. If a driver takes too long to unload a truck, Moore managers know that it is happening and why. With Work Management, the relevant data is captured, allowing supervisors to hold drivers accountable.

With Work Management’s In-Day Advisor tool, the company can see if a technician is ahead of schedule and add tasks to ensure a full day’s work without incurring overtime. Conversely, if it looks like a technician won’t get to a task, it can be reassigned.

“Work Management also improves the safety of our drivers since they don’t have to use their cell phones as much,” Joyner says. Even new drivers from out of state who are unfamiliar with the routes can get to a customer site by following Fleet Management’s routing instructions. Once they complete a task the drivers look up their next task on the in-vehicle devices, and follow the instructions to get to their next stop.

Thanks to field management technology, Moore Supply is more productive, which means improved efficiency, happier customers and a positive bottom line.

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