Efficient communication is the backbone of transportation and logistics. It ensures drivers can quickly access support to resolve issues, adjust schedules, and stay on track. However, long call wait times can lead to frustration, delays, and operational inefficiencies.
Stevens Transport, a leading provider of refrigerated trucking and logistics services, encountered this very challenge, as drivers experienced long wait times to reach an agent. Stevens Transport turned to Brightmetrics, leveraging real-time analytics to enhance decision-making and streamline its contact center. The impact was immediate—and transformative.
The Challenge: Long Wait Times and Limited Insights
Despite managing thousands of inbound and outbound calls daily, Stevens Transport’s existing reporting system delivered only fragmented data. Without real-time insights, inefficiencies continued, causing drivers to wait too long—often up to 10 minutes—for essential support. The company’s contact center managers struggled to quickly identify bottlenecks, monitor agent productivity, or optimize call handling.
The Solution: Brightmetrics Real-Time Analytics
Stevens Transport seamlessly integrated Brightmetrics into its contact center to improve operations, gaining instant access to real-time insights and historical analytics. This visibility enabled managers to monitor call volumes, track agent activity, and quickly identify inefficiencies. With data-driven decision-making, they optimized agent allocation, minimizing delays for drivers. Real-time dashboards, displayed throughout the contact center, also fostered accountability by allowing agents to track their own progress and performance.
The Results: Faster Response Times and Improved Performance
The impact was immediate. Call wait times plummeted from ten minutes to less than a minute, significantly improving the driver experience. Abandoned calls dropped by 20 percent, and overall agent performance increased by 18 percent. The ability to measure key metrics in real time not only improved efficiency but also fostered a culture of continuous improvement among agents.
These changes made a noticeable difference for drivers. With faster response times and more effective support, they could get back on the road quicker and with fewer disruptions. Positive feedback from drivers on social media reflected this improvement, highlighting a renewed sense of confidence in the company’s ability to provide timely assistance.
How Contact Center Analytics Can Drive Transformation
By leveraging the Brightmetrics platform, Stevens Transport optimized its contact center operations and enhanced communication between agents and drivers. This customer story demonstrates how real-time data insights can drive meaningful change in industries where seamless communication is critical.
Want to see the full story? Read the full case study here to learn more about how Stevens Transport revolutionized its driver support with Brightmetrics.
