By: Dan Reid, President/Managing Member, Grove Transit
Whether you are looking to move from manually printed manifests you hand to your drivers and/or manually dispatched trips over a radio channel, or you are desiring to implement a highly automized, AI driven solution for optimizing your routing, scheduling and dispatching functions, selecting your RSD software can be one of the most important decisions you make as an operator. Choosing the right dispatching and routing software for your business is a critical decision that can significantly impact efficiency and productivity. This is not a decision you should make without carefully considering several important points, and of equal importance, you need to make certain that you plan for conversion and implementation of a new software solution by taking into account how and who this new system will impact within your business.
Here are a few things you need to consider when you start the process of determining the best RSD software for your business.
Talk to Colleagues and Other Operators
I’ve often said that one of the great values of a TTA membership is the ability to connect with others in the industry. One of the key times to cash in on this benefit is when you start to consider implementing a new RSD solution. Truth be told, you should be doing this all along, not just when you are considering a change of software, because it’s often during these conversations that you find out what features other operators have in place, or how they address operations issues you are facing. If you have been networking with others along the way, by the time you begin to look at software options you will likely already have a good idea of the features and processes you are looking for. However, even if you have been actively exchanging information with colleagues, now is the time to do so. Ask questions during one of the monthly committee calls (that’s why we have them) or reach out to others you know. The most important thing to remember is that you can’t know what features you are missing if you don’t know what features exist within other solutions.
Defining Requirements: What Features Are Must Haves vs What You’d Like to Have
Wants: Identify features that would be nice to have but are not critical to your daily operations. While desirable, these should not cloud your judgment during the decision-making process. Keep in mind that just because it’s a feature you don’t currently have, doesn’t mean it necessarily falls into the “Wants” category. Your current system may be missing a functionality that is essential for your growth opportunities or implementing that new process could help you realize significant cost savings and efficiencies.
Must-Haves: Clearly define the essential features that your software must possess to align with your business model. These functionalities are crucial for everyday use and operational efficiency. Ensure that these critical features are fully available and functional in the software solution you are considering.
Prioritizing Features: It is essential to prioritize these critical functionalities—confirming that your must-haves are covered will help streamline your selection process and reduce risks of disconnect between your needs and the software's capabilities.
Don’t Make the Decision Yourself, Involve All Your User Groups
Unless you currently perform trip intakes, schedule trips, dispatch trips, perform trips in the vehicle, and bill for the trips, which by the way if that is the case I am not sure why you need any software, you need to make sure you bring all the essential parties into your decision-making process. Of course, for most of us cost is a factor, so you can’t completely turn the decision process over to others, but a cost-effective system that doesn’t work for one or more departments within your organization can be a costly mistake.
Future-Proof Your Investment
Don't select software to just meet your needs for today. You will likely be diversifying your service offerings or client base as you grow, and these will more than likely mean additional requirements or needs for your operations. Items 1 and 2 above should have helped you identify specific features or functionalities that you might want to include in your decision-making process, and Step 2 above will have helped you determine whether these are niceties or must haves.
In addition to diversifying, hopefully, you will also grow the size of your operations, vehicles, offices, employees, etc. The software solution you chose must be able to grow with your business. Evaluate how scalable the software is. Does it have the capability to handle increased workloads or additional features as your business expands? Understanding the implications of scalability on future operations will help you avoid costly migrations down the line.
Have Reasonable Expectations for the Project Timeline
Remember you have to keep running your business throughout this process. Evaluating and implementing a new RSD system requires a significant time investment from you and your employees, and, in all likelihood, they probably are not sitting around idle right now. Make sure that you do not set unreasonable timelines that will leave you with overworked or demoralized staff trying to meet unobtainable goals.
Open API Capabilities
The ability to integrate your data with paying sources (brokers, corporate accounts, etc.) is becoming more of a requirement than an option for these days. Further, the ability to integrate data from multiple sources such as telematics, fleet maintenance, and even HR programs, allows you to measure and understand the true KPIs of your business. When assessing dispatching and routing software, inquire whether it features an open API. This functionality allows for seamless integration with other software systems, which is crucial for streamlining operations across various departments. With an open API, you can enhance the software's capabilities and ensure a smoother workflow. [An important point here, make sure you have someone on your team who really understands this area to answer these questions for you. Being told a particular solution has an open API and fully verifying that it does are not the same thing.]
Do You Have Access To Other Users
This tip falls into two categories:
Reference Checks: Get a list of current users, preferably with similar needs to your company, and select a couple you can call to get a better understanding of their experiences and satisfaction levels. This will help you make a well-informed decision.
User Groups: Connecting with other users of the software is invaluable. Does the software vendor offer user group meetings and opportunities to interact with other providers using the system. These can be convenient and valuable information sources for users in your company.
5. Testing with Live Data
Before making a final decision, test the software with live data from your operations. This hands-on evaluation will help you gauge the software’s performance in a real-world context, providing a clearer picture of its suitability for your business. Remember to have the necessary NDAs and BAAs in place before turning over any confidential information.
In summary, this is a major decision for you and your company.
Do not rush into your decision based on a casual conversation with another provider or the “bright shiny object” you see in terms of one particular option. System conversions are expensive, whether you measure in dollars, time, company resources, or all three.
Make sure the system you are buying works for you and your operations. Be wary if too many of your needs are “on the company’s white board and coming soon”.
Set a reasonable timeframe for implementation. Do not take shortcuts or adopt a “we’ll install that module later” approach. You were sold on the complete package, so make sure you implement the complete package. This does not mean you cannot have a phased in implementation, but plan to do so, don’t make that decision halfway through implementation.
You may already have the best option for your company. Unless it is patently obvious at the start, do not rule out the possibility that your existing software is the best solution for you. After comparison shopping, finding out that you have a solution that is best for your operations and the foreseeable future is not a waste of time.
Dan Reid operates NEMT Provider companies in Mississippi and Louisiana. He currently serves as TTA’s President and on NEMTAC’s Board of Directors and Co-Chair of NEMTAC’s Accreditation Advisory Committee and Certification and Standards Advisory Committee.