Case Study: Salt Lake Express achieves faster resolutions and 50% fewer complaints with GoTo Connect (GoTo)

Salt Lake Express - Customer Case Study

Salt Lake Express, a multi-state shuttle and charter operator serving thousands of passengers, faced rising customer expectations and internal inefficiencies across multiple offices and call centers. The company struggled with limited data and insights, first-come/first-serve call routing, disjointed team communication, and constrained channels for customer contact — so Salt Lake Express engaged GoTo and deployed GoTo Connect to modernize its customer service platform.

GoTo implemented GoTo Connect’s advanced call analytics, smart call routing, text messaging and team chats, and real‑time transparency tools to balance agent workloads and speed resolutions. As a result, supervisors can track call and pause times to coach staff, agent productivity rose significantly, and customer complaints fell by 50% in August and a further 34% in September after implementation — delivering faster, more consistent support and measurable operational improvements for Salt Lake Express.

Salt Lake Express

James Glass

Customer Relations Director