Case Study: GridWorks IC achieves faster deployments and higher agent productivity with Talkdesk

GridWorks IC - Customer Case Study

GridWorks IC, a 2018-founded provider of non-emergency medical transport in Oregon, faced mounting service challenges as it scaled fivefold. Their legacy contact center couldn’t keep up—poor usability, slow IVR changes, long handle and hold times, and rising abandonment rates left agents inefficient and members frustrated.

GridWorks launched Talkdesk in two weeks, adopting a cloud-native platform with a modern UI, real-time dashboards, and Ring Groups to route callers to the right agents. The switch cut average handle times, hold times and abandonment rates, boosted agent productivity and morale, and delivered more consistent, stress-free experiences for members.

GridWorks IC

Gaven Singh

Director of Technology