Case Study: Ryder achieves 50% faster rental transactions and higher customer satisfaction with Appian

Ryder Systems, Inc. - Customer Case Study

Ryder, a leading commercial fleet management and supply chain company and member of the S&P 500 and Dow Jones Transportation Average, sought to advance its IT-led innovation to improve customer experience, speed operations and cut costs. Before the project, customer documentation and third-party data were handled manually at rental counters via paper, email, fax and phone, creating delays and inconsistent processes.

Ryder deployed the Appian Platform to unify systems with mobile apps—most notably a Rental Signature Capture app on Android tablets, an Accident Claims app for damage reporting and invoicing, and a Breakdown Analysis Workbench—to digitize document management, inspections and incident workflows. The apps cut transaction times by half (to 9–14 minutes), kept Rental Guarantee violations under 1%, drove a 10x increase in Customer Satisfaction Index responses and a 10% rise in satisfaction scores, and accelerated reimbursement and vehicle turnaround.

Ryder System Inc.

Keyvan Bohlooli

Chief Information Officer