LifeLabs Optimizes Fleet Performance & Gains Critical Delivery Visibility with Descartes
Who is LifeLabs?
LifeLabs, one of Canada’s leading laboratory diagnostic service providers, processes over 112 million tests annually. To improve real-time delivery accuracy for time-sensitive samples, the business adopted Descartes' advanced route planning, mobile dispatching, and fleet telematics solutions.
Key Takeaways:
- Real-time visibility reduced missed pickups and improved operational reliability.
- Strategic route optimization decreased kilometers traveled and enhanced asset utilization.
- Strengthened customer relationships through better service and meaningful insights.
Watch How LifeLabs Transformed Fleet Operations
The Challenge: Lack of Visibility Impacted Service, Costs & Operational Efficiency
Before adopting Descartes’ solutions, LifeLabs faced significant challenges, including limited visibility into its 550-vehicle fleet, leading to missed pickups, customer complaints, and operational inefficiencies.
“Prior to implementing Descartes, we had a real challenge in finding real-time visibility of our couriers and our network,” said Dave Kang, who oversees most of the fleet, which makes 10,000 daily stops. “We didn't know where any of our vehicles were or how the progress of the day was going…So it was really, really hard for our leadership team to have a handle on how performance was running throughout the day.”
LifeLabs encountered driver behavior issues, including aggressive driving and detouring from predetermined routes, which led to increased repair and maintenance costs. They also experienced unmet customer expectations through missed pickups and delays in critical sample deliveries that often went unnoticed by managers until escalated. The increased workload and stress on drivers and customer service teams due to these failures resulted in staffing challenges.
Additionally, LifeLabs lacked the necessary tools to model and evaluate the impact of changes to their distribution network before implementation. This limitation made it difficult to accurately assess new customers, determine appropriate pricing, and predict cost and capacity needs, resulting in inefficiencies and missed growth opportunities.
The Solution: Descartes Helps LifeLabs Enhance Fleet Efficiency & Customer Satisfaction
LifeLabs implemented Descartes’ route planning, mobile dispatching, and fleet telematics solutions to gain real-time visibility into fleet performance, driver behavior, asset management, and plan versus actual measurement.
The route optimization solution helped prioritize customers based on service requirements while balancing costs.
“We were able to log information such as pickup windows and days of service, which allowed us to strategically optimize our routes and make sure that we were getting the most out of our assets and logistics network,” said Kang. “Through that, it also helped us strengthen our relationship with our customers and actually be able to have meaningful conversations with them.”
Mobile dispatching improved driver communication and workflow, while fleet telematics provided insights into driver behavior and fleet performance. This combination led to significant cost savings each quarter and improved asset utilization.
A better feedback loop between couriers and the back office also improved employee morale. Kang noted that a key benefit of the Descartes solution was a “real sense of trust and reliability within the logistics network” among internal customers. Kang emphasized that the most impactful reason for recommending Descartes is its people and partnership.
“In healthcare, every pickup is critical. And we don’t know which samples require results very quickly or what could just be routine testing. The Descartes team really works with us to understand the capabilities within the system and apply it to our business,” said Kang.
“One thing that does stand out to me is the people that work within Descartes, and how they're able to really provide a solution to whatever challenges and whatever industry that you happen to be in.”
Dave Kang, National Director of Logistics & Specimen Management, LifeLabs
SOLUTION HIGHLIGHT
Strategic Route Planning
The Results
Reduced Operational Fleet Costs
A 23.7% decrease in on-road time and a 24.2% reduction in miles traveled significantly reduced fuel consumption, repair expenses, and overall operational costs.
Enhanced Customer Experience
Greater on-time delivery performance, along with a deeper understanding of customer needs, has fostered trust and improved customer satisfaction.
Improved Employee Morale
Smoother operations, effective feedback loops, and stronger customer relationships, combined with reduced time spent on the road have boosted employee morale.
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