This time of year, Sparks, Nevada is a snow-covered collection of corrugated-steel and otherwise unremarkable industrial buildings framed by the jagged edge of freshly powdered mountains.
A winter wind blows remnants of last night’s snowstorm across car windows, and out in the distance the clouds have opened up to let the sun highlight the beauty of this industrial town.
The future of shipping logistics is unfolding in Reno, and it has more to do with OnTrac’s great customer service than one might think.
At OnTrac, it’s all about exceeding customer expectations, and on Thursday, March 1, the company’s efforts were recognized by Newgistics Inc., a shipping company that provides small parcel delivery and return solutions and offers shippers new opportunities to increase customer loyalty and improve efficiency.
After 12 months of performance evaluation of more than 30 different regions, Newgistics presented the first annual Courier of the Year award to OnTrac at the Reno facility.
Of all the couriers in the 30 regions evaluated, the Reno facility was the only one to break the 90th percentile, receiving a score of 94 out of 100-- the average score of this evaluation was in the 60s.
The combined effort of OnTrac’s senior management and Reno’s PM Operations Manager Galin Brooks, who acted as the main point of contact between Newgistics and the OnTrac Reno facility, enabled OnTrac to provide the best on-time pickup and delivery percentage of all the couriers being evaluated.
Pictured (left to right): Mark Cronkrite, Todd Royer, and Galin Brooks
“This is a pretty significant accomplishment,” Senior Manager Transportation Brad Hoff said. “The Reno facility competed with close to 30 other regions over a period of twelve months, and had the highest score during that time. Their score establishes accountability and sets the bar that much higher for years to come.”
Among other things, couriers were evaluated on time in transit, delivery volume, pickup volume and cycle time.
“Reno is the consolidation point for what goes through Newgistics,” General Manager Todd Royer said. “I think a big part of this award has to do with the relationship we have developed with them. They know they can pick up the phone and call us and they will get a resolution. I don’t think they have that with anyone else.”
With this award, OnTrac was named the best company overall for on time delivery and on time returns, both crucial factors that lead back to the most important part of the Newgistics business model: customer service.
“The customer service OnTrac provides is outstanding,” Hoff said. “The whole thing is about the customer experience, and we want a perfect customer experience-- that is what they did for us. As far as I’m concerned, it validates why they’re number one and why the relationship needs to stay in place for a long time.”