J.B. Hunt Transport Services Relies on Genesys to Deliver Industry-Leading Customer Experience
Flexible Call Routing Solutions Accelerate Resolution Times, Save Millions in Operational Costs While Delivering Premier Customer Service
DALY CITY, CA — May 19, 2014 — Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that J.B. Hunt Transport Services, Inc. [NASDAQ: JBHT], has saved over $30 million in operational costs since implementing the Genesys Customer Experience Platform. The platform powers a data-driven contact routing strategy for 1,200 J.B. Hunt agents across 130 U.S. call centers. A Fortune 500 company and one of the largest transportation logistics companies in North America, J.B. Hunt uses the Customer Experience Platform to enable one-to-one routing to efficiently match callers – internal customers, drivers, and external vendors with the most appropriate customer service representative.
J.B. Hunt’s previous contact center solution limited their ability to add more agent skill sets for routing rules that spanned more than 100 diverse call centers and varied customer interactions, from addressing road service issues to handling account questions. J.B. Hunt relies on the powerful routing engine of the Customer Experience Platform to enable both least cost and best agent skill match call routing, which has accelerated call resolution times and saved millions in operational costs.
With the Customer Experience Platform, J.B. Hunt is able to increase the number of target agents with relevant skill sets, which has significantly increased the percentage of calls that go to the first account rep, greatly reducing internal transfers. Genesys has contributed to an improved customer experience by reducing the average speed of answer (ASA) from 39 seconds to 4 seconds, abandoned calls from 17% to 2.1%, and average handle time (AHT) by nearly 30 seconds. A long-time Genesys customer, the company estimates it has saved upwards of $30 million in operational costs with the solution over the last 15 years.
J.B. Hunt relies heavily on the Customer Experience Platform to attach a virtually unlimited set of data from multiple sources – such as driver, delivery or load information – to make both intelligent call routing and most appropriate agent matching decisions. J.B. Hunt also uses Genesys Reporting & Analytics, Genesys Proactive Communications and Genesys Voice Platform (GVP) for IVR. The combination of these solutions enable J.B. Hunt to establish one-to-one routing while allowing for agent schedule changes, break down communication silos and empower the caller to control their call routing, all towards the goal of continuous improvement for the customer experience.
“J.B. Hunt has set the standard for transportation logistics companies to deliver outstanding customer experiences,” said Tom Eggemeier, Executive Vice President, Global Sales, Genesys. “Genesys has been a proud partner of J.B. Hunt in their journey to distinguish itself with world class service, and Genesys is committed to helping J.B. Hunt maintain its innovation in the years ahead.”
For more on how Genesys helps J.B. Hunt deliver premier customer service, please see this detailed success story.
About J.B. Hunt
J.B. Hunt Transport focuses on providing safe and reliable transportation services to a diverse group of customers throughout the continental United States, Canada and Mexico. Utilizing an integrated, multimodal approach, the company provides capacity-oriented solutions centered on delivering customer value and industry-leading service. J.B. Hunt Transport Services, Inc. stock trades on NASDAQ under the ticker symbol JBHT and is a component of the Dow Jones Transportation Average. J.B. Hunt Transport, Inc. is a wholly owned subsidiary of JBHT. For more information, visit www.jbhunt.com.
Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 4,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.