Case Study: Celadon Group achieves consolidated contact center operations and better driver routing with Genesys PureConnect

Truckload carrier consolidates contact center operations

Celadon Group, a North American truckload carrier founded in 1985 with over 2,800 drivers and more than $1 billion in revenue, faced inefficient communications caused by a legacy PBX and siloed queues: each of 120 driver managers had separate toll-free numbers, routing was limited, transfers were frequent, driver data wasn’t available on call, and reporting required manual spreadsheet consolidation.

Working with CPI to deploy Genesys PureConnect, Celadon consolidated to a single driver support number with skills-based routing, CRM screen pops and unified reporting. The rollout eliminated fleet toll-free lines, cut agent-to-agent transfers, enabled 75% of drivers to reach their primary manager on contact, improved driver-manager efficiency and satisfaction, and simplified reporting and administration while paving the way for omnichannel expansion.

Celadon

Mike Gabbei

Chief Information Officer