Market Express Improves Safety Onboarding with Descartes Fleet Safety™
Based out of Portland, Oregon, Market Express offers dedicated, over-the-road, and regional truckload services for 11 states in the western U.S. Market Express also offers third party logistics and intermodal services throughout North America. With a core value of “Safety First & Last,” Market Express went live with Descartes Fleet Safety™ in June 2021 to improve claims management and better identify risky driver behavior that required proactive coaching.
The customer experience team partnered with Market Express to develop an onboarding experience focused on accelerating their time to value by:
1) ensuring Descartes Fleet Safety users understood the most important capabilities
2) making sure data integrations were accurate and consistent and
3) offering support and relationships through onboarding and beyond to get the most out of the platform.
Onboarding with Descartes Fleet Safety: Interactive Learning
For many fleets, learning a new technology solution can be challenging because it requires prioritizing additional time outside of daily fleet operations to learn something new. Descartes Fleet Safety worked with Market Express to understand the best way their team wanted to learn.
Reinforcing Live Training with Videos
“I liked the fact that for the training we got videos of each [lesson]. We could train people beyond ‘Hey here’s your one training video.’”
Denise Rugh, Director of Safety & Compliance, Market Express
The Market Express team attended weekly recorded training sessions to learn how data from their existing fleet technology solutions would be integrated to build the Driver Watch List.
Next, they learned how to use the Watch List to easily identify risky driver behavior showing them not just the who but the reasons why a driver may need specific intervention. Then Descartes Fleet Safety introduced Professional Development Plans as a powerful tool to enable managers to have meaningful coaching conversations with drivers to change behavior. Finally, Market Express was introduced to the powerful reporting capabilities to keep leadership informed of improvements and progress against safety initiatives and goals.
Extra Support after the Go-Live Date
“I thought it was very helpful that you don’t just get released to Customer Service; you get someone to work through the details once you get into the system.”
Denise Rugh, Director of Safety & Compliance, Market Express
The Descartes team understands that the day a fleet goes live with the platform is an important milestone but often introduces more questions and needs as the team becomes hands-on daily with the platform.
Descartes Fleet Safety customers receive expedited care from our Customer Success Managers and Support team for several weeks after the go-live date. This ensures continuous adoption and any additional quick resolution of system configurations.
Ongoing Knowledgeable Support
Descartes’ customer experience team has collective decades of experience working with the trucking industry and SaaS solution implementations. The team maintains education and knowledge certifications to ensure when a customer has a question that we have an answer.
On-Demand Training and Support
“’I think it’s very user-friendly. You get there and it pretty much tells you ‘Here are your tickets, here’s the knowledge bases, and here’s anything that’s open.’”
Denise Rugh, Director of Safety & Compliance, Market Express
Descartes Fleet Safety maintains a robust online database of common questions, user tips and tricks, release notes, on-demand training videos, and other helpful materials. While we always like speaking directly with our customers, sometimes a quick read of an article can answer a question even faster. Descartes Fleet Safety customers can access tips and articles in the Training and Support Hub.
Conclusion
Market Express benefited from Descartes’ commitment to customer success. We take tremendous pride in understanding the goals of our customers and then developing an onboarding experience that supports achieving those goals in the shortest amount of time possible.
Speak with our team today to learn more about Descartes Fleet Safety and how we can help you achieve results like Market Express.
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