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How Worldwide Express creates massive workflow improvements through real-time visibility

Worldwide Express logo
Region
Americas
Company size
400–4,999
Industry
Transportation & Logistics
Products used
Customer Experience logo

Overview

Worldwide Express faced significant operational friction due to regional system silos and a legacy contact center that left agents idle or overwhelmed. By migrating to a unified, AI-powered cloud environment, the company gained total visibility into call volumes and agent availability. This shift allowed them to surpass their 80% service-level target by 10%, while consolidating tools to reduce overhead.
Our department’s standard agreement is to hit 80% of our service-level goals for phone calls–metrics such as speed to answer and minimal hold time. I’ve been pulling the reports since we rolled out RingCX, and we’re consistently exceeding those key metrics by several percentage points.
Cheryl Hisdahl
, 
Contact Center Manager

About our customer

Worldwide Express has built a massive legacy as a top-tier third-party logistics provider for small and mid-sized businesses since its founding thirty years ago. Today, serving more than 125,000 companies, the company has been listed #2 on Transport Topics Magazine’s list of the Largest Private Freight Brokerages in the nation, while UPS (United Parcel Services) recently named Worldwide Express the #1 Non-Retail Authorized Reseller of UPS Services.

The challenge: System fragmentation and operational blindness

Following their 2021 acquisition of Global Tranz, which made the company one of the largest in the logistics industry, Worldwide Express grappled with a disjointed infrastructure consisting of various regional tenants and an aging contact center solution. This technological divide created a lack of transparency and other operational issues that the management team sought to rectify. Learning about the success the Global Tranz team had been enjoying with RingCentral, they decided to implement RingCX and RingEX across the entire organization.
 
  • Inefficient agent management: The previous system didn’t provide managers real-time visibility into call volume and their agents’ status; the best it could do was automatically reset each agent’s status to “available” every few minutes. But that meant some agents’ phones began ringing before they finished their current call, while others sat idle until the system set them to “available.”
  • Data silos: Leadership lacked the real-time insights necessary to monitor live call volumes or intervene when hold times spiked.
  • Redundant costs: The company paid for standalone electronic-faxing services that offered zero visibility into actual usage

The solution and ROI: Data-driven logistics excellence

To solve the challenge of disconnected regional platforms and inefficient agent workflows, Worldwide Express unified its entire national workforce of 1,400 employees on a centralized, cloud-based environment powered by RingEX for business calls and electronic faxing and RingCX for the company’s contact center operation. This migration has led to significant, measurable benefits throughout the organization.
 
  • RingCX drives a 10% improvement over the department's 80% service-level goals for such metrics as speed to answer and minimal hold time by providing managers with live dashboards to monitor call traffic and instantly reassign available agents when needed.
  • RingEX unifies 1,400 national staff members on a single telephony platform, simplifying administration and improving internal collaboration across the merged entities.
  • RingCentral App eliminates the need for third-party vendors by providing built-in digital faxing, which directly reduces monthly overhead and provides clear audit trails of employee usage.
RingCX contact center dashboard with ongoing call on follow-up questions.

What’s next for Worldwide Express

Worldwide Express is now focused on deepening its business intelligence capabilities by moving beyond standard reporting. Contact Center Manager Cheryl Hisdahl and the company’s Manager of Enterprise Cloud Engineering, Richard Chavous, are planning to implement AI Quality Management (AI QM) to extract even more granular insights from every interaction, ensuring the company's tech stack remains as robust as its shipping network. This strategy ensures that Worldwide Express honors its three-decade history of reliability by embracing a future defined by high-tech, high-efficiency logistics.
To learn more about our customer, visit Worldwide Express.

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