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Monday, December 11, 2017

Bracing for Impact of the Electronic Logging Device Mandate

The transportation industry is approaching a big milestone as the electronic logging device (ELD) takes effect on December 18, 2017. That's when more than 3 million truckers will need to be using some form of ELD to record a driver’s on- and off-duty hours. Improved highway safety is the main goal of the mandate and will come via reduced driver fatigue by limiting truckers to 11 hours of driving time and 14 overall on-duty hours per day. Stricter rule enforcement throughout the industry is anticipated.

Shippers everywhere are concerned that the ELD mandate will lead to reduced truck capacity in 2018. Most industry sources are predicting a 2 to 5 percent decrease in availability, while others believe the impact will be larger and vary from lane to lane. Rate increases for interstate transfers—not local pickups and deliveries—will be common.

Since Pilot is a non-asset based company, we rely on many partners to make our ground transportation services successful. “All of Pilot's major line-haul providers are in compliance with the ELD mandate,” says Tom Drake, executive vice president, domestic & Canadian operations. For those smaller companies that put off implementation in the hopes it would be postponed by the federal government, Tom says the good news is they can get compliant relatively quickly. 

Monday, December 4, 2017

Ho, Ho, Home Delivery by Pilot

We’re in the thick of it now: the holiday shopping season! Consumers everywhere are click, click, clicking on computers, tablets and phones to secure their treasures. Adobe Digital Insights, which measures 80 percent of the online transactions at the 100 largest Web retailers in the U.S., says that Cyber Monday 2017 is now the largest online shopping day in U.S. history at $6.59 billion in sales, which is more than a $1 billion increase over last year!

But ordering may just be the easy part. As a logistics expert in the home delivery arena, we know the behind-the-scenes dance that is choreographed to deliver a smooth performance is nothing to be taken lightly. Oversized freight and large consumer products need to be handled with care and so do our customers. Since the early 2000’s, we’ve been working hard to ensure that our delivery options meet a variety of needs and requests, including weekend delivery and by appointment. For your convenience and our efficiency, we’ve developed COMPASS, an easy-to-use interface used to schedule the date and time you want that new elliptical, 4K TV or coveted massage chair to arrive.

Flexibility, dependability and superior service. When Pilot is driving, nobody makes it easier, at any time of the year!

Tuesday, November 21, 2017

Priority Customer Service

Nearly all of us have been there, especially during the holidays. It’s that breaking point where all you want is someone who will listen patiently as you explain your dilemma, hear the urgency in your voice, feel your frustration through the phone and solve your problem in a way that makes the call worthwhile in the first place. You want swift service from a confident, knowledgeable representative.

That’s exactly what you’ll get when you call Pilot.

Year round—not just during the holiday season—you’ll reach a customer service agent, every time. At night, on weekends and during holidays, a friendly voice every time. In fact, 99% of the time, your call will be answered within 25 seconds of contacting Pilot.  Our team is prepared to answer the phone within the first three rings. No matter if we’re handling our daily average of 2,000 calls or 3,500 calls at peak times, you’ll be a priority. And you don’t have to worry about being bounced from person to person in order to get a resolution. Our agents are cross-trained in a way that empowers them to handle any customer need from start to finish.

Reaching the right person at 1-800-HI-PILOT is how we prioritize customer service every day. 

Monday, November 13, 2017

Pilot Phoenix Hits the Fairway with SALEO

Pilot Phoenix recently participated in and sponsored a golf tournament hosted by SALEO, the Southern Arizona Logistics Education Organization. This group’s mission is to educate, promote and grow the transportation and logistics industry by networking the logistics service providers and users in the Arizona-Mexico region. In the past four years, PHX has benefited greatly from its membership in SALEO. “Through this affiliation, we’ve been able to grow our local customer base, so we were more than happy to give back via this event,” says Mauro Rodriguez, sales manager, Pilot Phoenix. Pictured at left is Mauro and Jose Rebeil, account executive, Pilot Phoenix.

Monday, November 6, 2017

Making Technology Work Harder for Pilot Customers

Pilot technology keeps customers connected to shipments at all times, anywhere in the world. In just a few clicks on CoPilot—our online shipping navigator—users can employ a wide range of options, from booking and quoting to completing airbills and reporting.

Pilot also offers shorter residential delivery time windows than others in the transportation industry. How? Our proprietary COMPASS program offers the fastest, most reliable system for scheduling and managing home deliveries. Our drivers also use this technology to record consignee signatures electronically for proof of delivery.

At Pilot, we’re dedicated to helping customers streamline processes, enhance communication and provide instant access to information. Our attention on function-focused technology means we deliver solutions that are specifically designed for each customer, situation and logistics need. To learn more about how our technology is Piloting business every day, call us at 1-800-HI-PILOT.

Thursday, October 26, 2017

Pilot at Annual Meeting and Expo for Government Transportation

Greg Forgrave, Move One, joined by Bob and Larry
Larry Wenrich, vice president, government sales, and Bob Moss, Saint Louis franchise co-owner, recently attended the NDTA-USTRANSCOM 2017 Fall Meeting. This is an annual meeting between two organizations: National Defense Transportation Association and the U.S. Transportation Command. For many years, Pilot has traditionally participated in the expo to be available to the customers and vendors on site. “Many of the Department of Defense decision makers that we deal with on a daily basis are present,” says Larry. This year, several of the military’s overseas agents participated in the meeting, and it was valuable for the Pilot team to spend time with them. Since 2008, Pilot has proudly served the Department of Defense (DOD), including all branches of the Armed Forces, GSA, NASA and other Departments of the U.S. Government.

Tuesday, October 24, 2017

Building Confidence to Deliver Assurance

It’s that time of year when not only the pace and volume of shipments increase, so does the workforce needed to guarantee success. In order to handle the record breaking months Pilot anticipates for November and December, our national customer service team in Lima, PA, will hire 47 seasonal hires to answer calls and track home deliveries for Pilot’s largest national accounts. A handful of these include returning agents, who not only bring experience but also act as resources as newer agents get oriented.

Training begins in earnest during the last week of October and continues through Thanksgiving. During this time and leading up to the holiday rush, seasonal agents become familiar with the transportation industry and Pilot’s services. At the same time, they develop a strong foundation of how Pilot differentiates itself as a provider. A visit to the local Pilot operation is an integral part of their training and builds firsthand knowledge of freight handling procedures. 

“These experiences build confidence and prepare new agents to handle calls in a professional manner, and ultimately provide assurance to each customer about their important delivery,” says Lisa Coyle, Chief Administration Officer. “We strive to build confidence in our agents. If they are secure in their customer service skills, then our customers will feel assured in Pilot.” NCS expects call volume will average 3,000-3,500 inbound calls daily in early to mid-December. Outbound calls average 2,000-2,300 during this time. Last year, Pilot received 4,675 calls in one day