Appian Cloud Helps Ryder Mobilize Customer Engagement
April 20, 2015
Commercial Transportation Leader Rolls Out Modern Apps On a BPM-based Application Platform
RESTON, Va.—April 20, 2015—Appian, provider of the leading application platform for business process management (BPM) and Case Management solutions, today announced that Ryder System, Inc. (NYSE: R) has transformed customer engagement with a series of mobile apps built on the Appian Cloud platform. Ryder, a FORTUNE 500® commercial fleet management and supply chain solutions company, has rolled out multiple applications for its commercial truck rental business on Appian to-date including Rental Signature Capture, Accident Claims, and Breakdown Analysis Workbench.
By going paperless with the mobile apps, Ryder has cut its rental transaction times in half. Transaction time is now 9 – 14 minutes, as opposed to prior program estimates of 18 – 22 minutes. The apps have also helped the company support its Rental Guarantee that customers will be in and out of a Ryder location in 20 minutes. Since deploying the new technology, the company has reduced the percentage of transactions that didn’t meet this guarantee to less than 1 percent.
Ryder CIO Keyvan Bohlooli and his team are 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, Mr. 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.
“With Appian, we have combined the most powerful aspects of cloud computing, mobility, process control, and data management as part of our efforts to continually transform and improve how our commercial rental customers interact with Ryder,” said Mr. Bohlooli. “We now have an integrated platform to rapidly deliver innovative business apps that are consumable through a single and intuitive interface.”
Ryder used Appian 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 related to insurance paperwork. All of that is now done on Android tablets – all forms, pictures taken of any damage (with photo annotations), and customer wet signatures – yielding a faster, more transparent, and totally paperless experience.
The related Accident Claims app handles all damage claims reporting in the same modern and mobile fashion. Previously, all documentation was uploaded at the rental counter using email, mail, and fax, and outside party data was collected through phone calls and emails. The new app mobilizes all document management (including damage photos), escalations, business rules, records of incidents, reports of work durations, 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.
Matt Calkins, CEO and President of Appian, said, “I admire the way Ryder automated a series of applications — the rental cycle — together on the Appian platform. As a result, awareness was expanded and collaboration improved. The data from one application could be accessed from all the others. I expect to see more clustering of custom applications in the future, like Ryder has done here.”
Ryder is a FORTUNE 500® 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. The Company is a proud member of the American Red Cross Disaster Responder Program, supporting national and local disaster preparedness and response efforts. For more information, visit www.ryder.com, and follow us on our Online Newsroom, Facebook, LinkedIn, and YouTube.
Appian provides a low-code development platform that accelerates the creation of high-impact business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk management and compliance.