Case Study: Law Firm Black Car and Shuttle Services

Today’s case study is one in a series of papers prepared by Kevin Smith Transportation Group. This weekly series will focus on real-world issues our clients bring to us, how our Project Teams work with those same clients to understand their opportunities and how together we develop and implement a transportation solution.

Are you a busy law firm that sometimes requires Black Car and Shuttle Services? Call Kevin Smith Transportation Group today at 610-222-6225 and let one of our Corporate Concierges arrange all of your transportation. We will handle everything, including client medical visits, Executive travel, Airport Transportation and Employee Shuttle Services.

Thesis and Solution

This local law firm based in Philadelphia, PA was challenged with their current transportation solution. As a large law firm, they often required ground transportation for everything from medical visits for their clients to Executive Car services for their Partners.

Their staff were responsible to book their own ground transportation, resulting in time wasted and inconsistent service as more than 7 companies were being booked.

The theory was if they consolidated all of their transportation to one company, they could better leverage their pricing, improve the consistency of service and deliver an overall better experience for their employees and their clients.

Key Challenge

Their biggest challenge was the more than 30 people who were booking ground transportation. How can they aggregate those requests into one funnel?

At KSTG, we provided a single Relationship Manager who would manage all booking requests. In addition, we provided 3 channels for booking trips, online, telephone and email, which mirrored the current booking channels they had.

This provided visibility into all bookings and ensured preferred rates regardless of when the request was made. Their biggest challenge now became the most valued part of their new program.

Alternatives

The alternative was to identify 2 or 3 partners and require all employees to book with them. However, this solution wouldn’t deliver the efficiencies that they could deliver by creating the exclusivity of a single partner.

In addition, multiple partners would still not deliver uniform order to the booking process. Ultimately, only a single partner could deliver the results they wanted.

Proposed Solution

The solution we landed on was a single dedicated partner, with a dedicated Relationship Manager, who could provide total ownership of the ground transportation program.

Within the first 90 days of the transition, costs were reduced, the 90 day SLA’s were all met or exceeded and more importantly, the feedback from the employees and the clients were all positive.

Lessons Learned

One of the bigger lessons or takeaways is that this client’s prior experience isn’t unique. Inconsistent service and an inability to scale and adapt is an inherent issue within the industry.

By implementing these program attributes to other clients, we can bring the same level of responsiveness and performance to their programs. Service Different, our day to day mantra, results in better relationships.