BluPlanet Workflow Analysis

Complaint Resolution - Before & After Automation

1
Town emails complaint
-
→
2
Rep reads & identifies details
2-5 min
→
3
Rep searches Samsara manually
5-15 min
→
4
Requests video & waits for upload
5-30+ min
→
5
Reviews footage
5-15 min
→
6
Responds to town
5-10 min
⚠

The Bottleneck: Steps 3-4

Manual Samsara search and video retrieval consume 70-80% of total handling time. The CS rep spends most of their time finding footage, not resolving issues. Every complaint requires 20-75+ minutes, with the majority spent navigating Samsara's dashboard to locate the right truck, right time, and right camera angle.

Total Time Per Incident
20-75+ min
Highly variable depending on footage availability
Manual Search Time
10-45 min
Steps 3-4: finding & retrieving the right footage
Rep Active Steps
6 manual
Every step requires human action
Bottleneck
Waiting
Camera upload can take 30+ minutes
1
Town submits web form
Structured
→
2
Auto-ticket created
Instant
→
3
AI queries Samsara GPS + video
Automated
→
4
Video attached to ticket
Background
→
5
Rep reviews pre-loaded video
~2 min
→
6
Approves & sends response
~2 min
✓

Automation Eliminates the Bottleneck

Steps 1-4 happen automatically. The system handles form intake, ticket creation, GPS lookup, and video retrieval in the background. The rep only touches the ticket when footage is already loaded and ready for review. Total rep time drops from 20-75+ minutes to under 5 minutes per incident.

Total Time Per Incident
~5 min
Rep review + response approval only
Automated Steps
4 of 6
Intake, ticketing, search, retrieval all automated
Rep Active Steps
2 only
Review video + approve response
Time Reduction
70-80%
Per incident vs current workflow
Before

Manual Process

✕
Town sends unstructured email - CS rep manually parses address, date, complaint type
✕
Rep logs into Samsara, navigates to proximity search, guesses which truck was in the area
✕
Rep requests video retrieval, then waits 5-30+ min for camera to upload footage
✕
Wrong footage? Start over - search again, request again, wait again
✕
Rep composes response from scratch every time
✕
No ticket tracking - complaints managed via email threads
After

Automated System

✓
Structured web form captures all required fields consistently every time
✓
System auto-queries Samsara GPS data to find the exact truck at the address
✓
Video retrieval triggered in background - rep notified when ready
✓
Multiple camera angles (front + side) pre-loaded on the ticket
✓
AI-drafted response based on findings - rep reviews and approves
✓
Full ticket lifecycle tracked - SLA timers, status, audit trail
70-80%Reduction in manual lookup time
~5 minRep time per incident (vs 20-75 min)
4 of 6Steps fully automated
100%Complaints tracked with audit trail