Case Study: How XPO Logistics, Gainesville Streamlines Operations With REACH

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Ranked third in Transport Topics' list of Top 100 list of largest for-hire carriers

in North America, XPO Logistics (NYSE: XPO) is a top ten global logistics company. Run as a highly-integrated network, over 95,000 employees and 1,466 locations worldwide work toward the unified goals of world-class customer service and innovative information technology. The company's network manages both transportation and logistics reporting segments. and is used to assist customers improve productivity and reduce costs through their respective supply chains from point of origin to the end consumer.

At XPO Logistics in Gainesville, Georgia, the race is on to deliver shipments to Amazon drop locations throughout the United States with as few roadblocks as possible. Krys Crawford, Manager, Fleet Maintenance Repair shares why she looked to cloud-based technology to streamline her team's daily operations and more.

The Problem The team at XPO Gainesville was growing frustrated with phone calls, chains of emails, text messages, and other ways of communicating that were not informative to everyone involved in breakdown repair.

"As a result, we would make phone calls to service centers we knew were nearby until someone was able to perform the repairs," Krys said. "Even from that point, it would sometimes take hours to know that the mechanic had even arrived. We knew there had to be a better solution that would allow for us to get on board quickly without installing complicated software or intense training." This is when they chose REACH. As of this writing, the team has managed nearly 10,000 service events since January 2018 and has saved its drivers approximately one hour of roll time in the event of a repair.

Vantage Solutions developed REACH to simplify the equipment repair process and save downtime for intermodal drivers, trucking companies, and service providers. This is XPO Gainesville's story and how this team clears communication hurdles using REACH during all hours of operation.

A New Approach When asked of her team's primary goals, Krys noted that optimizing pickup times remaining consistent with trailer drop-offs to customers remain of the highest importance. "We feel these relationships can be enhanced by strengthening our communication and taking care to train our employees for the most efficient processes possible." Her team managers roughly 4,000 trailers at any given time - not to mention increased volumes during Amazon's peak season.

However, as orders rapidly increased, XPO Gainesville's management team found it difficult to track when trailers broke down on the road, how long it took for them to be repaired, and to estimate when it would arrive at its destination. "As we ship across the United States, it's crucial that our orders be delivered on time and that we knew where they were every mile of the way," she said.

 Krys Crawford, Claims Manager at XPO Logistics - Gainesville uses reach to optimize communication among her team members and trailer repair vendors.

Krys Crawford, Claims Manager at XPO Logistics - Gainesville uses reach to optimize communication among her team members and trailer repair vendors.

Bradley Gore, Billbacks and Recoupment team member, uses REACH to track repairs and invoicing information for costs that may or may not be able to be recovered. "It is one of many tools that I use, but it is one that is very convenient because we can have all of the information needed in one spot."

 Cassi Walker, Logistics Coordinator, communicates with repair vendors and equipment providers directly through REACH to replace many emails and phone calls.

Cassi Walker, Logistics Coordinator, communicates with repair vendors and equipment providers directly through REACH to replace many emails and phone calls.

Cassi Walker, Logistics Coordinator, communicates with repair vendors and equipment providers directly through REACH to replace many emails and phone calls. "Sometimes, I'll manage up to 60 service events at a time," she said. "REACH helps me to see information quickly and fits in well with the other fleet optimizing programs we use." Other REACH users at XPO Gainesville include those in satellite tracking, accounting and invoicing, and account management.

“REACH helps me to see information quickly and fits in well with the other fleet optimizing programs we use.”
— Cassi Walker, Logistics Coordinator, XPO Logistics, Gainesville

Room to Grow

As the team at XPO Logistics - Gainesville continues to work with service centers small and large across the country, "it has been great to work with them and the REACH team to get them added to our growing ecosystem," says Krys Crawford. "We believe that, because the web and mobile applications are simple to use and pick up quickly, we can continue to actively engage with technicians who deliver quality service to our trailers when breakdowns happen."

Currently, Krys and her team manage a service provider network of over 150 locations with administrators and technicians actively communicating using the REACH web and mobile applications. "While our service provider network grows, we would like to add trucking companies we often work with - this is a work in progress that we are excited to further pursue."

As for the transportation industry moving forward, Krys is looking forward to further integrate user-friendly technology and to have other logistics companies on board.

"Having REACH as a comprehensive network that is visible to my team and me has significantly helped us remain informed at all times of our trailer repairs," she noted. "Our internal and external communications have followed suit."