My research with AI helped me take a deep dive into team-building . I found strategies and activities for my team members and ways to encourage them every time .
“ I want to build a culture based on teamwork that encourages the wow factor , both in-house and for our customers . I want a wow factor for my customers . I want a wow factor for my employees . I want a wow factor for my drivers . I want a wow factor for my errand runners ,” she says .
To spur ideas on how to do that , Ellerbee turned to AI . “ My research with AI helped me take a deep dive into team-building . I found strategies and activities for my team members and ways to encourage them every time ,” Ellerbee says .
For example , here ’ s how Express Errands & Courier team members greet incoming callers : “ Thank you for calling Express Errands & Courier , the home of getting it delivered the express way . My name is Roslyn . How can I make your day ?” She points out that such a greeting sets the tone for the whole interaction : “ Everybody who calls us has a problem ,” she points out . “ They are in pain somehow , but you ’ re about to make their day . They want results , and that greeting gives them confidence in our ability to deliver what they need .”
Recruiting & AI
That kind of service-based culture , coupled with dramatic growth , means Express Errands & Courier has to hire enough of the right people . And , like many in the last-mile , that ’ s an ongoing challenge .
Here , too , Ellerbee says AI is a valuable tool . “ I ’ d estimate that using AI saves our recruiters more than 200 hours a month ,” she says . “ We use it for things like generating content for job ads for both employees and drivers , ads that will attract people who fit with our company culture . It ’ s helped us with interview questions tailored around our core values so we can make sure they have the potential to be part of our team and culture .“
Dispatching With AI
Another common challenge for those in the lastmile is efficient and cost-conscious dispatching . For Express Errands & Courier , that starts with the right training . The company used AI to create its own dispatcher training program . “ We created a dispatcher course , and about 70 % came from what we learned through AI . Our AI-base research gave us exercises , routing and optimizing exercises ,” says Ellerbee .
The company pairs AI with its two dispatching software programs to help with predictive routing and dispatching . “ It ’ s a big help to make sure we get the most out of our systems ,” she says .
Sales Support
Attracting the right customers is the key to the dramatic growth Express Errands & Courier wants to continue . The company also takes advantage of the resources AI puts at its fingertips .
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My research with AI helped me take a deep dive into team-building . I found strategies and activities for my team members and ways to encourage them every time .
18 customized logistics & delivery Magazine I winter 2024