Oliver Herndon, Black Diamond Equipment Rental
Uniontown, PA
InTempo CTX has fixed our number one problem with excessive outside hauling. 95% of our customers have us deliver and pick up their equipment. It’s cheaper to do this in-house. Additionally, by using our workforce more efficiently – the trucks we already have, the drivers we already have – we have substantially reduced the cost of retrieving our gear.
Oliver Herndon
As equipment rental companies grow, so do their dispatching needs – but it’s one of the hardest areas to scale efficiently. Fleets expand, volumes increase, and cost pressure intensifies — yet many companies operate primarily via manual routing, reactive decision-making, and outsourcing work. This often results in frustrated customers, burnt-out employees, and sky-high operating costs that cut into revenue. This case study highlights how one company transformed their hauling strategy, directly impacting their costs, turn times, and employee workload.
Company Overview
Black Diamond Equipment Rental is a heavy equipment rental company based in Uniontown, Pennsylvania. They serve oil and gas, pipeline, general construction, heavy-highway, and utility sectors across a multi-state service area, with a fleet of more than 1800 heavy-duty assets. While they are consistently growing, they currently operate a fleet of 18 delivery trucks and 16 drivers across 4 locations – with all delivery and pickup efforts managed by a single centralized dispatcher.
With such a high volume of work being handled manually by a small team – not to mention consistently rising transport costs – Black Diamond identified early on that their approach to dispatching was ripe for improvement. They became initial members of InTempo’s Connected Transport Special Interest Group, working hand-in-hand with the development team to design a platform to automate the most time-consuming tasks.
When they first started, they knew they wanted to make dispatching more efficient – but it quickly became apparent that it would have a major impact across their entire business. A year after beginning their journey with InTempo CTX powered by Wise Systems, they have:
Reduced their Outside Hauling Costs by More Than 80 Percent
Before implementing InTempo CTX, Black Diamond frequently relied on third-party transportation services to handle overflow when their internal team was overwhelmed. With Connected Transport, Black Diamond gained a real-time understanding of where trucks were, what pickups and deliveries were next in line, and how much bandwidth they had at any moment. In-house drivers now drive fewer empty miles and fewer deadhead trips, freeing them up to make more runs with their existing resources. Connected Transport is integrated with Wise Systems’ state-of-the-art routing, dispatch, and execution tools.
“InTempo CTX has fixed our number one problem with excessive outside hauling.
95% of our customers have us deliver and pick up their equipment. It’s cheaper to do this in-house. Additionally, by using our workforce more efficiently – the trucks we already have, the drivers we already have – we have substantially reduced the cost of retrieving our gear.”
Reduced Yard Turn Times by More Than 50 Percent
With the InTempo CTX Driver App, drivers have considerably streamlined their task list. When they return from one route, they can open their app and get their next assignment. The new inventory list is on their phone so they can load it and go; they no longer need to park, walk back into the office, contact the dispatcher, and wait for their next set of instructions.
Retained 100% of Their Workforce in a Competitive Labor Market
Before implementing InTempo CTX, dispatching and driving demanded constant improvisation. Schedules changed with little notice. Instructions were unclear. Dispatchers fielded nonstop calls while drivers did their best to keep up. The job wasn’t just demanding — it was chaotic.
InTempo CTX lets Black Diamond’s dispatcher use AI to reduce the chaos of manually managing whiteboards, phone calls, and mental checklists. Similarly, it lets their drivers focus on the task at hand while eliminating the game of “hurry up and wait.”
“It’s really revolutionized the lives of our dispatcher. Their job has become much easier. They’re happier and more satisfied. Our drivers have also been really happy with the mobile app.”
Reduced Their Pickup Backlog Rollover by More Than 60 Percent
When pickups must compete with deliveries for limited driver availability, dropping off equipment to a paying customer typically takes priority. However, equipment sitting idle waiting to be retrieved means lost revenue, unavailable inventory, and frustrated sales teams.
CTX changed that dynamic. Now, pickups are no longer an afterthought; they’re scheduled and tracked efficiently; dispatchers can see what’s pending and how long it’s been waiting.
Additionally, by decreasing pickup backlogs, there is simply more equipment ultimately available to rent, creating more rental opportunities for old and new customers alike.
“In terms of our pickup and delivery backlog, InTempo CTX has been an absolute game-changer. We used to have a huge amount of equipment that would stay on pickup for extended periods of time. Customers would continue to use it, and we wouldn’t be able to charge for it; we also wouldn’t have that equipment for (new) deals. That backlog no longer exists; we are now current with all our pickups. Most happen within the 2nd or 3rd day of equipment coming off rent.”
Better Meet Customer Expectations – Both for Existing Jobs and New Reservation Requests
From a customer’s perspective, logistics is a major piece of the rental experience. When equipment arrives late, jobs stall. When pickup windows stretch, jobs overlap. When availability is uncertain, planning slows.
Without Connected Transport, even well-run operations struggle with timing. Delays aren’t caused by lack of effort, but they are made worse by lack of visibility.
Now, the entire experience is much more accurate.
Dispatchers don’t guess where equipment is. Drivers don’t wonder what comes next. Customers can log into a convenient portal to see ETAs – even as traffic or weather impacts those ETAs throughout the day.
“It’s forced our whole organization to become more organized and efficient, which translates directly to our customers. They’re getting more deliveries on time. If we have an order to fill, we can rapidly get the equipment back to fill that order if we don’t have it on the available line.”
See How Connected Transport Can Help You Transform Your Dispatching Operations
Black Diamond’s results show what’s possible when manual dispatching no longer bottlenecks a team. By connecting drivers, dispatchers, customers, and equipment, they were able to reduce costs, reclaim lost revenue, and deliver a better customer experience — without adding trucks or headcount.
Interested in seeing what Connected Transport can do for your organization? Contact us for more information or request a demo here.