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.
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.
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.
