Case Study: Stevens Transport reduces call wait times with Brightmetrics

Stevens Transport cuts call wait times from 10 minutes to 1 minute with Brightmetrics

Stevens Transport, a family-owned transportation and logistics company, faced significant challenges with its contact center. Drivers frequently endured long call wait times and inconsistent support due to limited analytics from their Mitel phone system. To address this, they turned to Brightmetrics for a better analytics and reporting solution.

By implementing Brightmetrics, Stevens Transport gained real-time dashboards and actionable insights into their call center operations. The solution dramatically reduced driver wait times from 10 minutes to under a minute, decreased abandoned calls by 20%, and improved overall agent performance by 18%. These enhancements led to happier drivers and more efficient operations, showcasing the measurable impact of the Brightmetrics platform.

Stevens Transport