Item: JumpTrack
Rating: 7
Author: Darrell Peer

Use Cases and Deployment Scope

We use JumpTrack for proof of deliveries and tracking. This has truly been a time saver for providing PODs. In addition our customer service reps have the ability to see if an order is out for delivery and with some training can estimate a delivery time window. There is a function to automate emailed proof of deliveries although setting it up is a bit onerous. I have the ability to put routes in order and the populate that order to the signature capture device which helps to ensure that deliveries are made in the optimal order. This program integrates with DDMS so it writes back POD information into that program.

Pros and Cons

Finding proof of deliveries
Integration with our back end software
Some GPS data is available in almost real time

Support is lacking and finding information is very difficult. Actual issues are rarely resolved or followed up on.
If a delivery does not sync properly the data is permanently stuck and all further delivery information is lost. The app then needs to have it's data and cache erased to restore functionality. This is a major bug that needs to be fixed.
Automated POD email function is too time consuming to setup. When an email is added to one master account number there needs to be an option to populate that information to all sub accounts.
Report function needs improvement. The 'Planned vs Actual' and 'Delivery Efficiency' reports each do things that overlap, but a single report with selectable options for needed data would be much more user friendly. Currently to get the data needed I have to run both reports then copy/paste the data I want into a third spreadsheet.
Map feature on the app sometimes works well - IF the accounts are all formatted the same. If there is a suite number in the address it does not.
When changes are made to the delivery manifest through DDMS those changes do not automatically update Jumptrack, it has to be done manually.

Return on Investment

Time savings has been phenomenal as it pertains to proof of deliveries. Particularly for customers who require POD's for every order and have multiple locations.
Driver accountability has improved. Reports, when combined, show a full picture of each drivers day. The GPS feature also functions as a de facto speed monitor which improves safety.
Driver efficiency has also improved. The ease of use vs paper manifests allows them to complete deliveries quicker and seeing the route on the website gives me the ability to reroute them if needed to make time deadlines in the most efficient way.

Visibility

The visibility provided allows for less of my time being taken up by tracking deliveries. The frees me to focus more on other parts of the operation. When there is an issue with part of the delivery process it is easier to identify so that I am able to take corrective action.

Automated POD Delivery

The ability to store and easily retrieve PODs is the single best feature of this program. Having them written back into DDMS is the second best feature. Automated POD information is great, once it's setup. He have a long ways to go before a significant amount of our customers are receiving their PODs automatically.

Alternatives Considered

Routetrack was a program we had tried years ago, it didn't integrate with DDMS and the technology to support it just didn't exist. This program ran on an old palmpilot, and the hardware was not robust enough to support it. Since then we had been all paper until we started using JumpTrack. We have not tried any other programs.

Key Insights

Do you think JumpTrack delivers good value for the price?

Yes

Are you happy with JumpTrack's feature set?

Yes

Did JumpTrack live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of JumpTrack go as expected?

Yes

Would you buy JumpTrack again?

Yes

Other Software Used

DDMSPLUS

Likelihood to Recommend

JumpTrack is the only fully integrated option for DDMS users and it is far preferable to manual signature collection. There are some glitches with the app as well as some ease of functionality improvements that are desirable with the website. Some educational material is available through ECI's Knowledgebase although finding it could be easier and it is somewhat incomplete. As a long time DDMS user this solved many problems with regards to finding POD's. The integration works well, drivers are able to do most of the daily setup themselves in the morning and having the daily stops come up in order on their tablet makes doing the job easier. This program has improved efficiency across the board. It is not a perfect solution but overall it's a better solution than what else is available.

Users and Roles

20 - 12 drivers and 8 CSRs

Support Headcount Required

1 - you need to have a general understanding of technology and it's flow as well as being able to find information through the knowledge base, or just figure out why things aren't working as they would be expected to. You also need a very thorough working knowledge of DDMS to understand the integration

Business Processes Supported

this is the only integrated signature capture for DDMS
POD retrieval is the primary benefit
you will still need a separate navigation plan

Innovative Uses

none

Future Planned Uses

route optimization
bar code scanning

Likelihood to Renew

I don't see that we would ever have a choice until or unless a competitor emerged. SInce DDMS is proprietary I wouldn't think that will ever happen

Products Replaced

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

This is the only product to my knowledge that integrates with DDMS. Since we had tried another product that did not years ago, we were not eager to repeat that experience.
We have a diverse group of drivers, ease of use was an important factor and being able to scale this product to all of our locations was another important one.

Evaluation Lessons Learned

I had been looking for an electronic signature capture system for decades. There simply do not appear to be any other options that will integrate with DDMS, which by necessity limits us to only this one. The only thing I would change is that I would have asked DDMS about an option so that I would have been aware that this existed sooner.

Support Rating

There is a lack of published info, support is non responsive, the knowledge base is onerous to use. If you can find the topic you are looking for in the knowledge base, it is often incomplete and/or inaccurate. These articles appear to have been written for some other operating system or software than what we are using.

JumpTrack Customer Support Pros and Cons

Pros	Cons
Knowledgeable team Support cares about my success	Slow Resolution Poor followup Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times

Premium Support

I don't know whether we did or did not, I wasn't the sole decision maker for this purchase. We do have a dedicated DDMS support person but I am not aware of whether or not there is another, separate support option available for JumpTrack exclusively. I have not reached out to the Jumptrack support listed on the app for emergency support.

Bug Resolution

Yes - I have reported several bugs, the most important one being the loss of data and functionality during the course of the day. They have not been resolved, and to my knowledge they aren't being addressed in any way as of now.

Exceptional Examples of JumpTrack Support

I cannot.

Usability

Overall it's pretty simple but there are bugs, and they are glaring. losing data and functionality midway through the day is a major detriment. The map/navigation function is effectively useless. Piece counts should be shown on the 'in transit' list instead of having to click all the way through to the individual invoices to see how many pieces you have.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Quick to learn Convenient Feel confident using Familiar	Inconsistent

Easy Tasks

importing the manifest
putting stops in order
retrieving PODs

Difficult Tasks

consistent usability
counting pieces, total stops and total pieces
retrieving usable reports
navigation
setting up auto emails
removing or adding stops as the day goes by

Mobile Interface Availability and Impressions

Yes - mediocre. The sync problem is the big one. Maps are unusable. Knowing how many pieces you have for each stop is cumbersome. The signature capture part works fine.

The visibility JumpTrack provides allows for less of my time being taken up by tracking deliveries.

Overall Satisfaction with JumpTrack