Stevens Transport Optimizes Call Wait Times from 10 Minutes to 1 Minute with Brightmetrics

About Stevens Transport

Founded in 1980, Stevens Transport is a family-owned transportation and logistics company headquartered in Dallas, Texas. The company operates across the U.S., Canada, and Mexico and manages a fleet of 2,300 trucks and 5,000 trailers. Renowned for its reliability and innovation, Stevens Transport offers a range of specialized services to meet the diverse needs of its customers.

Client

Stevens Transport

Industry

Transportation/Logistics

Location

Dallas, TX

Website

www.stevenstransport.com

Outcomes

Stevens Transport, a leading family-owned provider of transportation and logistics services, frequently received complaints from drivers who struggled to reach the company while on the road. The company’s telephone system offered limited analytics and reporting capabilities, making it challenging to address these issues effectively.

After implementing Brightmetrics, Stevens Transport quickly generated clearer, more actionable reports. The platform enabled the creation of agent performance dashboards that provide real-time updates on call volumes and handling efficiency. These changes brought dramatic results:

Driver wait times decreased from up to 10 minutes to less than a minute
Abandoned calls dropped by 20%
Overall, agent performance improved by 18%.

These enhancements have resulted in happier drivers, better customer satisfaction, and more efficient operations.

Challenge

The employees and contractors who drive at Stevens Transport depend on the assistance of 200 agents, including a night team and a group of driver managers. While most agents operate from the Dallas headquarters, many work hybrid schedules, using Stevens-provided desk phones at home when needed.

Handling 8,000 to 10,000 inbound calls and 6,000 outbound calls daily, Stevens Transport faced significant challenges with call efficiency. Drivers often encountered long wait times and inconsistent support, creating frustration. The company’s existing automatic call distribution (ACD) solution streamlined call routing, but effectively analyzing and utilizing phone system data for improvements proved difficult. Project Manager Brendan Birk noted that extracting and interpreting data from the Mitel phone system’s reporting tools was cumbersome, hindering efforts to optimize call handling and agent allocation.

Solution

Stevens Transport addressed these challenges by integrating Brightmetrics into its phone system management toolkit. The seamless integration with Mitel provided immediate access to actionable insights, enabling rapid deployment and minimal downtime. By consolidating data, Stevens Transport ensured no critical insights were overlooked, supporting both strategic planning and real-time adjustments.

Brightmetrics also enabled the implementation of real-time dashboards displayed on monitors throughout the contact center. These dashboards provided visibility into call volumes, agent activity, and queue management, fostering accountability and proactive decision-making. Managers could monitor agent performance and make immediate data-driven adjustments, improving customer satisfaction and operational efficiency. Historical analytics further allowed Stevens to uncover trends, benchmark performance, and drive long-term improvements, resulting in cost savings and efficiency gains.

10 min to 1 min

Call wait time improvement

20%

Decrease in abandonment rate

18%

Overall agent performance improvement

Results

Before adopting Brightmetrics, drivers often faced call wait times of up to 10 minutes. With the advanced analytics, wait times have dropped to less than a minute, and abandoned calls have been reduced by 20%. Stevens Transport has also seen improvements across all tracked metrics, including call volumes handled, time spent on make-busy, time logged in during shifts, and unanswered ACD calls.

The Brightmetrics real-time insights and easy data access have fostered friendly competition among agents, significantly reducing unanswered calls and boosting overall agent performance by 18%. These improvements have translated into a more positive experience for drivers, whose feedback on social media has become noticeably more favorable. “Drivers are much happier now,” Birk said, noting their increased openness to suggestions and best practices.

"Reporting was fragmented before Brightmetrics. We've standardized our reporting and made it more actionable."

Brendan Birk, Project Manager, Stevens Transport

Conclusion

Brightmetrics has transformed communications between Stevens Transport and its thousands of drivers, improving driver satisfaction and customer experience. Brightmetrics has helped the company optimize operations and deliver superior service by enhancing contact center agent performance and providing actionable insights.

Companies in the transportation and logistics industry that face high call volumes and complex operational challenges can benefit significantly from Brightmetrics. The platform’s ability to provide clear, actionable analytics empowers organizations to streamline communication, boost agent performance, and foster better relationships with employees and customers.

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