Case Study: Fortune 100 Retailer Transforms Fleet Safety

Problem

As the retailer expanded across more than 20 distribution centers and a private fleet of 2,200+ drivers, safety practices became inconsistent from site to site. Different facilities relied on different training programs, resulting in mixed messages, uneven coaching, and varying expectations for drivers. 

Loss data revealed that many incidents were occurring during the "final mile"—in city streets, parking lots, loading docks, and other high-risk environments. While technology could identify risky events, it wasn't creating the awareness, spacing habits, and decision-making behaviors needed to prevent them. The organization needed a unified, behavior-based safety program that could be deployed consistently across its nationwide fleet. 

Solution

The retailer partnered with Smith System to build a comprehensive 5Keys Driver Risk Management (DRM) program. Rather than relying on one-time training, the company implemented a continuous safety system built around a single language, standard, and coaching methodology. 

The program included: 

• Behind-the-Wheel (BTW) training to establish foundational 5Keys driving habits 

• Ongoing eLearning reinforcement to keep safety top-of-mind 

• Consistent coaching and intervention following incidents and near-misses 

• Recognition and rewards programs that reinforced positive behaviors 

• A train-the-trainer model that certified more than 60 internal trainers and enabled rapid deployment across all distribution centers 

• By creating one standard and one voice for driver safety, the retailer aligned leaders and drivers around a common approach to risk reduction. 

Results

Within two years of launching the program, the retailer achieved measurable improvements across its fleet: 

• 38% reduction in preventable accidents over two years 

• 63 fewer preventable accidents in year two compared to year one 

• 88% driver adoption during the first year of implementation 

• More than 60 internal trainers certified to sustain the program at scale 

• Significant reduction in accident severity, lowering average indemnity costs by more than $41,000 per incident 

Beyond the numbers, the retailer established a stronger safety culture, giving drivers and leaders a common vocabulary, consistent expectations, and a proven framework for making safer decisions every day. 

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