Company Background

Five Star Transportation was founded in 2005, in Honolulu, Hawaii, with satellite offices in Maui and Kauai. It offers an extensive range of services: trucking, logistics, distribution, cross-docking, warehousing, white glove delivery, and fulfillment. It’s fleet includes vehicles for every job, with box trucks, semis, cargo vans, tractor-trailers, and flatbeds.

The Challenge

Five Star Transportation faced several operational challenges that needed urgent attention and when designated as an ‘essential business’, it was clear they needed to diversify their portfolio to service the explosive growth in e-commerce and omnichannel fulfillment.

• • Manual Route Planning: Drivers manually built routes based on personal experience.
  • Communication Issues: Dispatchers lacked tools for real-time order status, leading to frequent verbal check-ins with drivers.
  • High Call Volumes: Excessive WISMO (Where Is My Order) calls from customers.
  • Inefficient Tracking: Manual tracking for order status and Proof of Delivery (POD) was labor-intensive.
  • Complex Pricing Models: Over 50 different pricing models managed manually in spreadsheets.
  • Customer Portal Deficit: No self-service portal for customer orders, pricing, or tracking.
  • Compliance Issues: Manual white glove delivery processes with no compliance mechanisms.
  • Driver Management Challenges: Rising training costs and difficulty in capturing wait times and maintaining documentation.
    • Integration Needs: Need to maintain API integrations with third-party systems like Shopify, WooCommerce, and Amazon.

THE SOLUTION

Dispatch Science Technologies That Made a Difference:

• • 1. Route Optimization
       • Before:Poor visibility and manual planning across different delivery channels.
       • After:A single platform for all dispatching types, optimizing route quality and reducing costs.
    2. Powerful Rating Engine
       • Before:Over 50 rating spreadsheets and manual calculations.
       • After:Instant, accurate quotes embedded in the order-entry process, with a self-serve customer portal for real-time pricing.
    3. Notifications and Predictive ETAs
       • Before:Poor visibility on orders and hundreds of daily phone calls.
       • After:Automated notifications and predictive ETAs, reducing WISMO calls and enhancing customer satisfaction.
    4. Enforceable White Glove Delivery Processes
       • Before:Complex paper-based workflows and compliance issues.
       • After:In-app customizable workflows for smooth and compliant white glove delivery procedures.
    5. API Integration
       • Before:Dependent on the software vendor for integrations.
       • After:Empowered in-house development with Dispatch Science’s open API, reducing reliance on external resources.

THE RESULT

• • • Increased Efficiency: Streamlined omnichannel delivery management.
    • Cost Savings: Optimized delivery runs and reduced manual errors.
    • Enhanced Autonomy: Greater control over custom workflows and integrations.
    • Improved Customer Experience: Drastically reduced WISMO calls.
    • Better Driver Management: Enhanced recruitment, training, and compliance.

Customer Quote

“Dispatch Science is a robust track and tracing platform to support final mile delivery.” — Michael Hruby, CEO, Five Star Transportation