Region: North America
Industry: Transportation

Ryder Systems, Inc. is commercial fleet management and supply chain solutions company. Ryder’s stock (NYSE:R) is a component of the Dow Jones Transportation Average and the Standard & Poor’s 500 Index. Ryder has been named among FORTUNE’s World’s Most Admired Companies, and has been recognized for its industry-leading practices in third-party logistics, environmentally-friendly fleet and supply chain solutions, and world-class safety and security programs.

Business Problem

Ryder is committed to setting the industry standard for IT-led business innovation that optimizes the customer experience while also accelerating performance and reducing cost. To that end, Ryder CIO Keyvan Bohlooli saw opportunity to improve disparate systems and time-consuming paper-based processes used by the company to support the end-to-end commercial truck rental process. Previously, all customer-related documentation was uploaded at on-site rental counters using email, mail, and fax, and outside party data was collected through phone calls and emails.

Appian BPM Solution

Ryder selected Appian’s application platform to unify systems and processes through multiple synergistic applications. The Rental Signature Capture mobile app encompasses all formerly paper-driven processes within the rental cycle, including yard check (verifying which vehicles are in the yard, their condition, mileage, etc.), customer vehicle check-out and check-in, and signatures. The solution is accessible via Android tablets, yielding a faster, and more transparent paperless experience.

In relation to the Rental Signature Capture, Ryder developed an Accident Claims application that handles all damage claims reporting in the same modern and mobile fashion. The app mobilizes all document management (including damage photos), escalations, records of incidents, and end-to-end process management from incident creation to invoicing. In addition to improving the customer experience, the app reduces the latency of gathering documentation, accelerating retrieval of reimbursement for vehicle fixes and vehicle downtime.

The Breakdown Analysis Workbench app supports the Ryder customer experience by helping behind the scenes to ensure that Ryder’s vehicles are in optimal condition. The app determines the root cause of vehicle issues to ensure fast repairs and to implement proactive actions to reduce the number of future breakdowns.

By developing a fully digital business across the Appian Application Platform, Ryder has transformed critical operations related to its fleet management and truck rental procedures. Since deploying this series of application in 2014, Ryder has experienced the following results:

  • 50% Reduction in rental transaction times – Individual transactions reduced to 9 – 14 minutes, as opposed to prior program estimates of 18 – 22 minutes.
  • Less than 1% violation of Rental Guarantee – Supports company mission that customers will be in and out of a Ryder location in 20 minutes or less.
  • 10X increase in Customer Satisfaction Index responses, and 10% increase in satisfaction scores.