Company: Keystone Building Supply
Industry: Construction Materials Distribution
Service Region: Multi-state Northeast U.S.
Challenge: Incomplete delivery records and customer disputes due to inconsistent proof-of-drop-off documentation
The Problem: Inconsistent Delivery Records and Rising Disputes
Keystone Building Supply delivers thousands of loads per month to active construction sites—ranging from major commercial developments to residential framing projects. While the company had a strong fleet and experienced drivers, they faced growing issues with delivery confirmation, missing materials claims, and delayed billing.
Key issues included:
Drivers using different POD methods (paper, texts, photos on personal phones)
Job sites frequently reporting missing or incorrect materials
Lack of centralized delivery documentation
Slower payment cycles due to proof-of-delivery gaps
These issues were costing Keystone time, money, and contractor trust. The leadership team decided to standardize and digitize their delivery documentation process across the entire fleet and warehouse network.
The Goal: Improve Delivery Accuracy and Accountability
Keystone set out with three primary objectives:
Ensure consistent proof-of-drop-off (POD) for every delivery
Reduce contractor disputes and returned orders
Speed up the billing and reconciliation process
The Solution: A Digitally-Driven POD Overhaul
- Deployment of a Mobile Delivery App
Keystone equipped all drivers with a mobile app that:
Logged each delivery in real time
Captured photos of staged materials at the job site
Allowed for customer signature (or note if contactless)
Synced POD with dispatch and ERP systems
Result:
POD submission rate increased to 98% within 2 hours of delivery, up from 47% using the old process.
- Standardized Delivery Documentation Workflow
They created a simple checklist for every drop-off:
Time-stamped photo of unloaded materials
Job site signage or building number in frame
Signature from site contact OR “no contact available” tag
Driver notes on delivery conditions
Result:
Delivery disputes dropped by 63% in just 3 months.
- Real-Time Visibility for Customer Service and Sales Teams
With PODs synced directly into Keystone’s ERP system:
Customer service could view delivery status instantly
Sales teams were alerted when drops were complete
Billing was triggered automatically once POD was verified
Result:
Billing cycle time improved by 5 days on average, reducing Days Sales Outstanding (DSO).
- Driver Training and Accountability
Keystone rolled out hands-on training for all drivers, covering:
How to use the mobile app correctly
Tips for staging and photographing materials clearly
Common job site issues and how to document exceptions
Performance metrics were tracked per driver and reviewed weekly.
Result:
Delivery documentation compliance exceeded 95% across the fleet.
Key Results
After six months of implementation, Keystone saw dramatic improvements:
✅ Delivery disputes reduced by: 63%
✅ Average time to submit POD: under 2 hours
✅ Proof-of-delivery compliance: 95%+
✅ Billing and payment cycle improved by: 5 days
✅ Customer service calls about delivery errors dropped by: 54%
Lessons Learned
Consistency is key. Standardizing the process eliminated confusion and variation between drivers.
Photos make proof real. Visual confirmation helped settle contractor questions quickly.
Speed builds trust. Real-time POD gave job sites confidence and reduced back-and-forth.
Technology must be easy to use. The mobile app needed to be simple, fast, and reliable for field teams.
Final Thoughts
For suppliers managing high volumes of deliveries to job sites, documenting drop-offs isn’t optional—it’s a mission-critical part of the customer experience. This case study shows that with the right tools and training, you can eliminate disputes, improve cash flow, and build contractor trust at scale.
Delivery doesn’t end when the truck rolls out—it ends when the proof is in the system.
