Improving customer service is essential in every successful organization. The task of maintaining customer's satisfaction at the highest level takes commitment from the entire organization. High levels of customer satisfaction have always been a priority at National Distributing Company (NDC). Based in Atlanta, Georgia, with distribution centers in eight other states, NDC is a distributor of wine and spirits as well as beer. For years they have trusted UPS Logistics Technologies software for more efficient scheduling of their delivery trucks.

When NDC of Jessup, Maryland, a long-time user of Roadnet software, was faced with a significant increase in overtime expenses, they decided to turn to UPS Logistics Technologies for a solution. While they were more than satisfied with the routing and scheduling product that helped their organization become more efficient, they wanted to become even more customer service oriented by licensing MobileCast. MobileCast is a dispatch and tracking solution, which utilizes a GPS system and wireless mobile devices to track the progress of the driver throughout the day. In addition, the mobile devices can provide signature capture, barcode scanning, driver directions, OS&D information, and many other functional tools.

Based on the expected return on investment (R.O.I.), NDC forecasted that they would pay for the system in 14 months. As it turned out, their initial estimation was off by eight months -

• 72% reduction in overtime
• It took only 6 months for the system to pay for itself
• 90% of their payback was due to reduction in overtime

The results exceeded all expectations. The MobileCast system was fully operational in a matter of weeks. Drivers instantly became more efficient, deliveries were made on time&every time and customer satisfaction levels were at an all time high. "We have been extremely pleased with our operations since the introduction of MobileCast. Our reductions in overtime expenses have more than paid for the system, and our customer satisfaction is increasing daily." John Borgen, VP Operations for NDC, Jessup.

National Distributing Company will continue to look to UPS Logistics Technologies in the future for solutions to their transportation needs. From 24 x 7 technical support, to monthly continuing education programs, to Roadnet University, UPS Logistics Technologies will be there to help and continue this relationship of success.