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PagerDuty > Case Studies > Transportation and logistics leader reduces scheduling effort by 92% with Catalytic
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Transportation and logistics leader reduces scheduling effort by 92% with Catalytic

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
  • Transportation
Applicable Functions
  • Business Operation
  • Logistics & Transportation
Use Cases
  • Fleet Management
  • Inventory Management
  • Supply Chain Visibility
Services
  • Software Design & Engineering Services
  • System Integration
The Challenge
The transportation and logistics company was facing internal and external pressures to increase their operational efficiency. Much of the operational work was manual and tactical, often leading to high turnover rates due to lack of employee motivation and engagement. At the same time, there was pressure to do more with less, as consumer expectations were high, yet most were unwilling to pay more for the convenience of faster shipping. The company needed to align repetitive tasks with automation and enable employees to focus on the engaging, human-centric functions that drive value to the employee, the company, and customers.
About The Customer
The customer is a leader in the transportation and logistics industry, with a business presence that spans across 100+ countries. The company has over 10,000 employees and is structured in a way that enables automation to serve as a powerful, positive tool for employees. The company's largest department is the Customer Relations team, which is responsible for day-to-day operations on behalf of its customers. This function is supported by its Operational Excellence team, who works with those individuals to identify manual tasks and inefficient processes that can be improved by automation. The Operational Excellence team then collaborates with the Automation team to put together a path forward.
The Solution
The company addressed these challenges head-on with automation technology. They developed a sophisticated strategy with a clear mission: align repetitive tasks with automation and enable employees to focus on the engaging, human-centric functions that drive value to the employee, the company, and customers. The company's Automation team has created thousands of bots using AutoHotKey programming to elevate its employees and processes, and, with the addition of Catalytic, is able to take its automation strategy to the next level. With Catalytic, the company has automated 75% of the tasks associated with appointment scheduling. Data is now collected automatically from forwarded emails, and then formatted appropriately and entered into different portals to set appointments as needed.
Operational Impact
  • The company reduced the manual effort required for appointment scheduling by 92%, resulting in a savings of more than $100,000 per year.
  • When fully scaled across the company, the company anticipates more than $1 million in cost savings.
  • Employees are moving into revenue-generating roles, which represents a more valuable, meaningful experience.
Quantitative Benefit
  • 75% of tasks associated with appointment scheduling automated
  • 92% reduction of manual tasks
  • $100,000+ in cost savings

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