Case Study: Suffolk Bus Corporation reduces complaints and no-shows with Via paratransit software

Suffolk Bus Corporation cuts customer complaints by 50% with Via

Suffolk Bus Corporation (SBC), a provider of ADA paratransit service in Suffolk County, New York, faced challenges in serving its 2,500 daily rides across a large 900-square mile zone with complex geography. Their goals were to modernize their operations by transitioning off a legacy platform to streamline scheduling and dispatch systems without compromising rider experience. To meet this challenge, SBC chose Via as their new paratransit software provider.

Via implemented its software and completed a robust change management program for all affected staff roles. This solution led to meaningful improvements for SBC, including a 50% reduction in customer complaints, a 35% decrease in no-shows, and an immediate 5% increase in on-time performance. Via also successfully migrated over 30,000 rider profiles to its platform, which contributed to a 27% decrease in onboard time even as trip volume increased.

Suffolk Bus Corporation (sbc)