Case Study: J.B. Hunt achieves faster response times, lower abandon rates and $30M in savings with Genesys

Transportation services company supports complex call routing for internal and external customers

J.B. Hunt Transport Services, a Fortune 500 logistics company supporting 15,000 drivers and thousands of customers through 130 call centers, needed to centralize communications and deliver one-to-one call routing across diverse sites with changing agent schedules. Their legacy PBX couldn’t scale to the many skill sets and multimedia channels required, resulting in long waits, high abandon rates and inefficient transfers.

By deploying the Genesys Customer Experience Platform (plus Reporting & Analytics, Proactive Communications and Self‑Service), J.B. Hunt implemented real‑time database dips, intelligent least‑cost/best‑fit routing, screen‑pops and caller-controlled routing. The result: targets expanded and transfers reduced, average speed of answer fell from 39s to 4s, abandon rate dropped from 17% to 2.1%, average handle time shortened to 1:40, and the company saved roughly $2M per year (about $30M over 15 years).

J.B. Hunt

Brad McBride

Information Services Manager, Voice Communications Engineering