Claims eliminated, without changing how drivers work.

The problem

In vehicle transportation, condition is everything. A unit arrives with a mark on it, the customer says it wasn’t there at pickup, and the argument is settled by whatever photographs exist — or isn’t settled at all, and becomes a claim.

The usual process is retrospective. Drivers photograph what they think is needed, the images sit unreviewed, and the gaps only surface when somebody goes looking, by which point the driver is several states away and the freight has been delivered.

What made it hard to fix

Hogan had an established mobile communications workflow their drivers knew. Any solution that meant a second app, a different login or a new process would have been resisted — correctly. Driver frustration is a retention problem, and retention is more expensive than claims.

What changed

Adaptive Capture™ was enabled inside the workflow Hogan already ran. Drivers were prompted for the evidence each customer required, and the images were validated as they were submitted rather than reviewed afterwards.

Where something was missing or wrong, the driver was told while still at the location — and within a minute of submitting, received confirmation they had done it correctly. That confirmation turns out to matter as much as the validation itself.

“EBE’s Adaptive Capture™ is seamlessly enabled in our mobile comm workflow and ensures our drivers capture the images our customers require. We have eliminated claims, service failures, and removed driver frustration. Within a minute of submitting the images, the driver receives confirmation they completed their requirements correctly.”

Ned Kriegshauser, Director of IT Business Support, Hogan Transportation

The result

Shipment-related claims were eliminated within the supported workflow, along with the service failures that travelled with them. Administrative workload came down, customer documentation went out faster, and scorecard performance improved.

The driver-facing outcome is the one worth noting. Hogan set out to prevent claims and also removed a source of frustration for the people doing the work, because being told immediately that you got it right is better than being asked about it three weeks later.