Hill’s Pet Nutrition transforms its operations to 99% on-time delivery rate

The numbers add up—45,000 deliveries per month with a fleet of more than 100 vehicles and 200 professional drivers hauling about 132 million lb. of goods—some 12 million units per year. For Hill’s Pet Nutrition, however, it’s all about optimizing deliveries of those products, which are sold across North America at veterinary clinics and pet specialty retailers. 

Hill’s transported its products independently until 2021. While the company had an efficient delivery system, it continued to need to expand and invest in its transportation network, especially to meet the demands of more than 45,000 deliveries per month. To accomplish that objective, the company outsourced its fleet and distribution operations to Ryder (No. 14 on the FleetOwner 500: For-Hire). 

Outsourcing fleet and distribution for scalable growth

The company first entrusted a portion of its transportation needs to Ryder, which provides a flexible solution that includes trucks and drivers. In 2024, the partnership extended beyond transportation when Ryder began managing the Hill’s warehouse facility in Nashville, Tennessee. 

“Hill’s is a pet food company but not a transportation company,” Dale Finnestad, VP of customer service and logistics at Hill's, said. “We believe in partnerships and in finding solutions that benefit both parties. We look for a partner to solve issues and one who we can expand with, like Ryder.”

In addition to trucks and drivers, Ryder now provides Hill’s with a dedicated transportation solution that includes network design, routing, and scheduling. The company also manages truckload hauls, shuttle runs, and drayage.

Hill’s is also leveraging RyderShare, the company’s proprietary digital platform that provides real-time visibility into products moving across its supply chain. Specifically, for Hill’s, the technology identifies any order issues, helping to address them and maintain a high level of customer service. With the solution, Hill’s has consistently achieved a 99% on-time delivery rate.

Real-time visibility and the power of RyderShare 

“With RyderShare, everyone has the same view of the network, access to more information, and we’re getting it faster than ever before,” Kyle Bryant, senior manager of customer service and logistics at Hill’s, said. “That has eliminated multiple phone calls and discussions, and we can use the data to improve processes. We can see when deliveries are being made and make adjustments if needed.” 

Mirroring the premium product Hill’s offers, Ryder drivers provide white-glove service for the company. The majority of the more than 200 drivers Ryder manages for Hill’s were originally employed by Hill’s before the company outsourced its transportation operations, enabling a seamless transition.

As the face of Hill’s, drivers make deliveries to veterinarian offices and retailers around the country. They elevate the brand's relationship with veterinarians by recommending it to others in the industry, Finnestad noted, and continue to help the company grow.

“That relationship is key,” Finnestad said. “The drivers are an extension of our customer service team, and they’ve added additional levels of service for us. It’s all part of achieving vertical integration, and we are hoping it can lead to uncovering more opportunities and creating a seamless journey for our products from our facilities to our customers.”

How vertical integration strengthens shipper and trucking supply chains

Additionally, the collaboration between Ryder and Hill’s involves working together to find and implement improvements in routing and delivery operations. Finnestad also serves on the Ryder Customer Advisory Board, helping inform what they see in the marketplace and providing feedback to improve its solutions.

“Ryder is dedicated to what we are trying to do,” Finnestad said. “They have bought into the success of our business, and that makes a tremendous difference in the relationship. We also think there is a big runway to evolve the partnership.

“Through this invaluable connection and constant communication that helps ensure everyone is on the same page, we are working toward the same goals,” he added. “We can continue to find and understand opportunities to enhance our delivery operation and have a highly successful transportation and warehousing network.”

Driven by constant communication and innovation, the collaboration between Ryder and Hill’s exemplifies how teamwork, technology, and shared goals drive excellence. For Hill’s Pet Nutrition, founded 75 years ago, it is essential to achieve its mission to enrich and lengthen the relationships between people and their pets through proper nutrition.