How OMC Global raised safety and customer service standards with Samsara

“From making our drivers safer on the roads to giving our customers the first-class experience they deserve, Samsara has helped us step up our operations across the board." Romi Singh, Director

Standout benefits:

• 50% reduction in vehicle idling time

• 200 litres of fuel saved in three months

• 15% reduction in insurance premiums

Limited visibility hinders safety and customer service

Providing a luxury private-hire bus and coach experience relies on seamless service. But a lack of fleet visibility meant OMC Global was struggling to communicate effectively with its customers and provide that top-quality experience. 

“We had no way of precisely monitoring our drivers and vehicles when they were out on the road," said Romi Singh, Director at OMC Global. "The lack of real-time tracking meant we couldn’t provide reliable ETAs or delay updates to our customers.”

Limited insight into driving behaviours and incidents also meant OMC Global struggled to ensure on-road safety, exonerate drivers in case of incidents, and control insurance costs. Elsewhere, manual reporting processes meant fleet management teams wasted hours of valuable time on administrative tasks like contacting drivers for transport updates and investigating claims –  instead of focusing on fleet operations. These bottlenecks were holding OMC Global back from providing premium service to customers, and putting pressure on their bottom line.

A full view of fleet operations and driver safety

OMC Global implemented the Samsara Connected Operations Cloud to integrate all functionalities into one system, and make their data readily accessible. The business uses the open API feature to streamline their internal booking system and customer communications through a custom-built app. By integrating live vehicle tracking data from Samsara, OMC Global now provides customers with the convenience of monitoring real-time location and ETAs of hired vehicles – straight from their phones. 

Installing Samsara AI Dash Cams and Vehicle Gateways also gave OMC Global 360-degree visibility into their fleet operations. Dual-facing cameras detect unsafe driving behaviours like speeding, mobile phone usage and harsh braking, and automatically upload footage to a central inbox for review and coaching feedback.

At the same time, OMC Global realised the safety technology couldn't be successful without driver buy-in. That’s why they made sure to win drivers over by highlighting the benefits: better awareness and greater protection on the road.

"Drivers were initially apprehensive about being monitored, but they soon realised that the dash cams protect them and hold them accountable," said Singh. "Now, we have no complaints, and new drivers don't even question the system."

Armed with greater insight into driver behaviour, OMC Global has introduced a monthly coaching program to help drivers continually build on their skills. "We can now log into our system and immediately access all the data we need in one place," said Singh. "Our team can quickly review incidents from the driver's perspective to investigate claims, as well as provide targeted coaching to help build safer habits on the road."

Lower operational costs and a better customer experience

Accessing incident footage from the Samsara Dashboard has helped OMC Global efficiently respond to claims and exonerate their drivers when not at fault. This capability, combined with their improved safety records, has enabled the company to reduce insurance premiums by 15%.

"We win more cases when it's not our fault now,"  said Singh. "Having video proof to hand has helped us bring down insurance premiums and demonstrate our commitment to safety to our insurance provider." 

Insurance premiums aren’t the only cost benefits that OMC Global has achieved with Samsara. By addressing behaviours like harsh acceleration and excess idling through driver coaching, they’ve achieved a 27% reduction in fuel usage  in the first three months of implementation.

With real-time vehicle tracking and automated ETAs, the company can now also provide accurate updates to customers – eliminating the need for drivers to pull over and report delays manually. "Instead of just being given the driver's name and number, our customers now know where their vehicle is at any given moment," said Singh. "Being able to communicate with precision has played a vital role in demonstrating to customers that we offer a premium service.”

OMC Global’s digital service improvements have not gone unnoticed either. The business was recently nominated for the routeone Best Use of Technology - Coach Operator Award, thanks to the introduction of their real-time tracking and booking management portal for customers.

Plans to expand and innovate operations 

OMC Global plans to build on their initial success with Samsara through new capabilities. By integrating tablets and navigation systems with Samsara Mobile Experience Management (MEM), they aim to provide drivers with optimal route planning for more efficient transportation. Additionally, OMC Global is exploring the integration of a student ID tracking system to enable precise monitoring of passenger boarding and disembarking.

Expansion is also on the cards as the business looks to set up a new operations network in Birmingham. Every vehicle will be equipped with the latest Samsara technologies to ensure consistent service quality across all locations.

Overall, OMC Global’s partnership with Samsara has transformed the way they operate and serve customers – and they’re eager to unlock further innovations. “The award nomination we received for 'Best Use of Technology' is a testament to how we've modernised luxury travel with Samsara," said Singh. 

"We're excited to continue working with them to further improve our service standards and customer experience in the future."