Mobile device downtime contributing to lost hours in T&L sector

New research from SOTI says Canadian transportation and logistics (T&L) employees are losing up to 35 hours per month due to mobile-device-related downtime, and over half (57 per cent) of workers experience increased stress due to technology issues.

SOTI’s new research, “The Road Ahead: Driving Digital Transformation in T&L,” a global survey of employees who work as T&L drivers or in warehouses, including 200 Canadian workers, revealed that 99 per cent of Canadian respondents use mobile technology daily, despite losing up to 35 hours per month due to mobile-device-related downtime.

Compared to SOTI’s T&L report from 2021, which highlighted downtime as a top concern for 76 per cent of Canadian T&L providers surveyed, SOTI’s latest research shows a decrease of over an hour of downtime per week. SOTI says this indicates that improvements have been made over the last three years, yet significant issues continue to exist because tech is not integrated seamlessly.

Tech issues, including network and connectivity problems, contribute to significant downtime and delivery delays. The report found that employees are experiencing up to eight hours of downtime weekly. More than eight in 10 (83 per cent) feel adequately trained on mobile data security, yet 71 per cent fear for the safety of their customers’ data should their devices get lost or stolen. Additionally, 69 per cent of employees are concerned about customer data falling into the wrong hands when mobile devices are shared.

“Our research reveals that despite widespread adoption of mobile technology, inefficiencies and security concerns continue to create substantial challenges in the Canadian T&L industry. Downtime and data vulnerabilities are holding businesses back from reaching their full potential,” said Shash Anand, senior vice-president of product strategy at SOTI. “Proactively managing device performance and security through real-time analytics and remote support is essential to minimize disruptions and build customer confidence.”

As a sector, Canadian T&L providers cut costs by allowing overtime to offset downtime and delays. While 35 per cent of respondents globally work overtime due to delays, this figure is highest in Canada (40 per cent), Mexico (43 per cent) and the U.S. (41 per cent). The cost of overtime is heightened by the time spent on returns/reverse logistics, with only nine per cent of Canadian organizations outsourcing this process entirely. On average, 32 per cent of employees spend their day on returns/reverse logistics.

Globally, device downtime causes stress for almost half (48 per cent) of workers, with the highest levels of stress seen in Canada (57 per cent), the UK (54 per cent), Mexico (52 per cent) and the U.S. (51 per cent). In Canada, technical issues contribute to missed targets for 30 per cent of workers, loss of preferred routes for 17 per cent and lost bonuses for 16 per cent. Additionally, 17 per cent of respondents admit to speeding to compensate for delays, raising safety concerns.

The inability to troubleshoot issues combined with a lack of real-time IT support is intensifying employee stress. It is also highlighting the need for more advanced mobile technology solutions. While 92 per cent of Canadian respondents have tracking technology on the devices they use for work, 69 per cent desire more. Tracking technology is seen as a key opportunity for improvement, with 90 per cent believing it ensures timely deliveries and keeps customers informed. Furthermore, 87 per cent feel more secure knowing high-value goods are tracked and 83 per cent believe vehicle tracking increases driver safety.

“The Canadian T&L sector is facing significant pressure from both technological challenges and rising operational demands. Our research highlights the persistent issues of downtime, data security concerns, and employee stress – all of which hinder the industry’s potential for growth,” said Anand. “To truly unlock efficiency and meet evolving customer expectations, businesses must adopt more cohesive and proactive digital strategies. The SOTI ONE Platform provides the real-time visibility, secure device management, and seamless tracking needed to overcome these barriers and drive the industry forward into a more resilient and connected future.”

SOTI conducted its research in May and June 2024 across 10 countries. It is based on 1,700 online interviews with people aged 18 or over who work as T&L drivers or in warehouses in organizations with 50 or more employees. The sample split is as follows: U.S. (300 respondents), Canada (200 respondents), UK (300 respondents), Germany (100 respondents), France (200 respondents), the Netherlands (200 respondents), Sweden (100 respondents), Mexico (100 respondents), Australia (100 respondents) and Japan (100 respondents).