Creativity and Innovation in Times of Crisis: Rolo Transport Delivers More
When Marcos Sanchez started Rolo Transport in 2018, he had been in the logistics industry for 35 years. In his first role, in 1987, he was tasked with cleaning, maintaining the warehouse, and loading trailers. It was not long before his hard work and dedication were noticed, and he was given the opportunity to learn the business from the ground up. Tony Roman, the founder of that transportation company in Los Angeles, became a mentor to Marcos. Tony retired in 2016, but the legacy of his mentorship is reflected in the name of Marcos's company, Rolo Transport, which was the name of the company that Tony founded.
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Marcos Sanchez
Rolo Transport opened its first location in Pembroke Park in 2018, servicing Broward and Dade counties. Despite the unpredicted changes that the pandemic created, 2020 was a year of growth for Rolo Transport, with the expansion into Riviera Beach and the addition of valuable new team members.
The Rolo Transport team uses a creative approach to problem-solving. Input and ideas are discussed weekly at "State of The Union" sessions, which are open forum for the staff and management. Some valuable ideas have been presented and have had influence in the operations processes, which has enabled Rolo Transport to be more efficient. This approach has allowed Rolo Transport the opportunity to stand out among other transportation companies and to significantly increase business.
📷Pembroke Park warehouse
In addition to weekly team meetings, there many benefits come with being a part of the Rolo Transport team. There is tremendous opportunity for growth for employees, by joining the rapidly expanding team. There is continuous training via online programs and participation in industry events and conferences. Marcos truly endorses the idea of promotions based on merit and on-the-job training. Employee achievements are celebrated at luncheons, and they are recognized by clients and new customers. Employees are involved with community events that encourage team building and bonding. When new hires join Rolo Transport, they have the feeling of "finding a home with what feels like family", according to Lisa Shiftner, Director of Operations.
📷Rolo Transport team at community recycling event
Covid-19 has had a significant impact on the industry. While other logistics companies have slowed down and re-organized due to the challenges of finding drivers and contractors and other support workers, Rolo Transport has been able to continue to service their customers and provide them with white-glove customer service. This has been accomplished by a team that has a sense of ownership in their roles, who have the opportunity to move into roles with more responsibility, like Marcos did when he started at Rolo Transport in Los Angeles.
The success of any logistics company is largely dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. The staff at Rolo Transport has a customer-first focus, and employees are acknowledged and rewarded for going over-and-above in interactions with their clients. The team truly cares deeply about their customers’ needs and is ready to tackle any challenge. They treat every delivery with care, so whether a client is moving auto parts or home infusions, they can be sure that their delivery is in the best hands.
With soaring petrol and diesel prices globally, it has been more important than ever to reduce vehicle operating costs and increase dispatcher productivity. Rolo Transport utilizes technology that features route optimization feature that helps reduce fuel costs, overall maintenance costs, and the risk of exposure for delivery partners. Rolo can predict peak hours and days, and always have enough drivers on the road to serve their customers.
📷Mobile-Tek driver management software
Every delivery is performed with a commitment to the individual needs of the customer. Rolo Transportation's driver management systems offers the flexibility needed to follow the customer's protocols by integrating with their platforms vis an API that imports customer data. This allows Rolo's customer service representatives and dispatchers, as well as customers, to have real-time visibility into deliveries.
Rolo Transport has expanded to a new location in Riviera Beach, servicing Palm Beach County up to the southern part of Fort Pierce, with convenient access to I-95 and the Port of Palm Beach. The warehouse at 1199 President Barack Obama Hwy Riviera Beach has a large cross-dock, and there is approximately 13,500 SF Warehouse with 7 grade-level overhead doors. Buildings are 20' clear with four 14' x 16' doors. There are 22 routes in this location, in addition to 20 dedicated routes in West Palm Beach. On-Demand (two-man white glove service) Same-Day service and In-Home Delivery are available in both locations.
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Riviera Beach warehouse
Rolo Transport has stepped up to challenges that COVID-19 brought to the courier industry. Rolo has adjusted to the unfamiliar environment, ensuring that the safety of staff and customers is always a priority. PPE and masks are provided to employees, social distancing protocols are followed, and contact-free delivery is provided to clients with POD_Proof of Delivery. Rolo’s uniformed messengers do more than just wear their colors; they represent the consistency and unwavering values of Rolo Transport. Rolo provides not only a service, but unparalleled customer service.
Rolo Transport has been able to scale to meet demand by being pro-active when it comes to customers’ needs. Daily touches, continuous monitoring of performance and flexibility offered by innovative technology has allowed clients to be assured that their deliveries are in good hands. The team reacts quickly to input from customers and work together to find optimal solutions. The family-like atmosphere among employees extends to customers, who often refer new customers. In a time of rapid growth, Rolo Transport has proven that with the right people and processes, anything is possible.
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