FleetWatch Online - 48-Family Values

Wilton Distribution Services started in 1979 as a small operator with three vehicles servicing a FMCG client with distribution. In its years the company has diversified into many types of transport and logistic services. "We were proud of the fact that we always had an understanding of our clients' needs and would adapt our business to suit them," says Andrew Bradley, Operations Manager for Wilton. "The Company over the years has shifted its focus from distribution, to tanker work, to flat bed work, but after selling off the tanker fleet 10 years ago, we began to concentrate on what we knew was our passion, distribution. For us, trucking our clients' products was always our first priority, we grew our fleet as and when our demands grew."

Wilton Distribution Services was reshaped into Wilton Bulk and Wilton Rigid. "Each company compliments the other," says Bradley. "Bulk handles bigger loads and long distance work, whereas Rigid looks after local distribution."

Wilton Bulk and Wilton Rigid have for many years operated on the basis that their customer becomes part of their family. "Wilton Bulk and Wilton Rigid have a longstanding client who is, says Ross Bradley, MD and co-founder of Wilton, "part of our family."

"We understand that we are our client's customer interface, whether it's our route scheduler making a courtesy phone call to one of their retail customers or one of our drivers presenting a professional image to shop-keepers when he delivers product. We are an extension of our clients. It's a relationship built up over many years based on mutual respect and understanding," says Ross Bradley.

Emotional links
The many pressures imposed on truck transport operations by what is an extremely competitive and demanding industry pose an ongoing risk to the maintenance of healthy industrial relations between management and employees as well as between the operation and its clients. Successful transporters have a knack of keeping their environment 'human' with a focus on people, rather than purely on the efficiency of their 'warehouses on wheels'.

Wilton cultivates this 'humanity', taking it a step further: "Every truck is a family member, a 'personality'. When a truck gets damaged, we respond as if it were a staff member," says Andrew Bradley.

This 'involvement' with their machines explains why Wilton's fleet has an average age of over 10 years, comprising well-loved Hino, International and Merc models from as far back as the late '70s. They're so attached to their trucks, they simply can't sell them.

Equipping commitment
Ross Bradley believes in owning a "fully paid-for fleet" and keeps his 'babies' fit for duty by employing a large workshop crew that is able to rebuild a vehicle from the ground up. "We have 15 workshop assistants, two qualified mechanics and a highly experienced panel beater. We're able to keep our trucks looking smart and running efficiently. Most of them are equipped with new motors," he says.

A Toyota Trucks SA accreditation certificate in the office building is testimony to the expertise and high standards of Wilton's workshop. "Our technicians work closely with our drivers to ensure that pre and post trip checks are conducted every day," says Ross Bradley. "As a result, we have a complete picture of the fitness of every vehicle at any given time."

This DIY approach does have its exceptions though and the operation has recently opted to outsource its tyre maintenance to Maxiprest. "After diesel, tyres are our largest running cost and our highest maintenance component. The better you manage rubber, the better your CPK (cents per kilometre) and having a dedicated Maxiprest tyre manager permanently on site has improved our tyre life and costs considerably. We've effectively halved our roadside breakdowns and have a better handle on tyre damage. We will also benefit from Maxiprest's managed approach to retreading, getting as many as three lives out of a casing."

Daily trip checks in the Wilton workshop ensure smooth operations

Trusty steed – a Wilton Mercedes Benz 2545 curtainsider interlink

Onsite tyre manager – Maxiprest’s Daniel Stelmaszczyk

Electronic enablers
Despite it's somewhat 'old fashioned' approach to vehicle replacement, Wilton has employed a mix of fleet management technologies to help keep trucks secure and on schedule, as well as monitor driver behaviour.

"Our vehicles deliver consumer goods to leading retail outlets in major urban areas as well as shops out in the country. We do two Johannesburg-Durban trips per day and the trucks servicing the rural areas can be away for as long as a week," says Andrew Bradley. "To keep tabs on vehicle location, we have satellite tracking on our vehicles. Our fleet controller, Dumisane Dlamini, is able to inform our customers and their clients as to where the vehicle is and when they can expect deliveries."

The Wilton 'back office' distribution management systems have evolved over the years but have always been 'home-built', by Wilton personnel. A wireless local area network has been installed at the depot, making mission critical computers accessible remotely via a secure internet log in. Another hi-tech touch is the biometric (fingerprint recognition) clocking system at the depot that manages staff time and attendance.

Investing in assets
"We've grown with our people," Andrew Bradley says, explaining Wilton's success. "We have faith in our employees and promote from within. They have a career path at Wilton and can rise through the ranks from one area of the operation to another, depending on their skills and ambitions."

Wilton's extremely low staff turnover is largely due to the homely environment created by its management. It also has a 'no rush' philosophy when it comes to driving. "We only run in safe operating hours and we schedule trips effectively so our drivers never feel pressurized while they're on the road. As a result, we've never had a driver fatality."

Wilton has been delivering juice in Toyota rigids for over 20 years

Good as new - Refurbishing an old Hino (below)

Self sufficient – Wilton keeps its staff well fed with the help of an outsourced but onsite caterer (below right)

Built for bulk, an International in the distinctive blue Wilton livery

Extending the dynasty
The Wilton fleet currently numbers just under 100 vehicles (including trailers) but looks set to grow: "We've always kept a positive attitude about things, whether it's our staff and clients, the transport industry, the economy in general and the future," Andrew Bradley says.

It's an ethos that has refined itself over a quarter of a century: a belief in people and their potential, in cultivating good old fashioned family values in a fickle business world and in always looking on the bright side.