the efficiencies. That was the biggest key
right there: so that we could, for example,
have a customer service team in Texas be
able to see what was happening at a dock
over in Pennsylvania.”
That ability to check the status of things
also means efficiencies of carriers—or the
lack thereof—can be tracked in real-time,
a benefit that Dannon did not enjoy previ-
ously. The manual, labor-intensive
process Dannon replaced was itself ineffi-
cient and somewhat of a bottleneck in
terms of labor allocation. Many of the peo-
ple involved in scheduling and monitoring
performance could have been used on
other projects, says Stein.
The online appointment scheduling that
the On-Demand TMS system allows is a far
cry from what Dannon used to rely on. The
company always allowed carriers to try to
select dock usage times, but it never gave
them adequate tools, Stein says. Instead,
they left voicemails and emails or spoke
with whomever they could. “Now, they just
go into the TMS, push a couple of buttons
and it’s scheduled.”
Another benefit of the implementation
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