Case Study: HopSkipDrive achieves faster responses and unified omnichannel CX with Kustomer

A Kustomer Case Study

Kustomer is making a dierence for this mission-driven driving community

HopSkipDrive is a mission-driven, tech-enabled service that provides vetted caregivers to drive children 6+ and partners with parents, schools, districts and agencies to deliver safe, reliable transportation. Their Community Experience team needed to support three distinct user groups—CareDrivers, parents and schools—but lacked trustworthy CX data and core performance metrics like robust CSAT and First Contact Resolution, making coordination and reporting difficult.

By switching to Kustomer, HopSkipDrive gained a customizable, omnichannel timeline with integrated SMS and powerful analytics, letting agents view and resolve all communications in a single conversation. The result: easier access to performance stats, reduced duplicate work, faster responses, improved team efficiency and a more supported, satisfied community—backed by responsive implementation and account support.

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