Demonstrating Commitment to the Drivers’ Experience
The company launched a trial placing Smiley Terminals at seven locations in late 2018, and a further roll-out to a total of 13 locations by Q4 2019. “We wanted to focus feedback on the quality and efficiency of their loading and unloading experience and how they were greeted onsite, from the security gates to the loading docks,” says Keith Mowery, Vice President of Logistics.
USCS started seeing value right away. “We started getting positive reports on how our employees interacted with the drivers, which enabled us to recognize associates whose performance may not have been evident before. We could spot when an employee moved a driver in and out quickly even when that driver was late for an appointment,” tells Keith. “That’s right in line with our key objectives.”