At a glance
FOUNDED 1981
TRUCKS IN FLEET 1,300
FIRST TO APPLY TRAILER SKIRTS TO 100% OF FLEET
NUMBER OF STATES SERVICING 48
BIODIESEL FUEL, PARTNERING WITH RIO VALLEY BIOFUELS 20%
Mesilla Valley Transportation (MVT), is a locally owned dry van carrier and one of the fifty largest transportation companies in the US. Based in New Mexico and Texas, the company provides time-sensitive, reliable transportation with its fleet of 1,300 trucks moving freight across all of the 48 contiguous states, specializing in major manufacturing areas bordering Mexico and Canada.
Challenge
Growing from a single company to 30 different companies underneath its umbrella and expanding from three to 19 different geographically dispersed locations, MVT needed to assess the effectiveness of its communications systems. After originally implementing a VoIP solution in 2003, complaints began to surface: phone calls were going unanswered, call forwarding and voice circuits weren’t working properly, and, most importantly, IT had limited visibility into the phone system to remedy these issues.
Adding call center capabilities helped MVT CIO Mike Kelley innovate, but did not solve the underlying problem: Its on-premise VoIP solution needed an upgrade. In addition to being cost prohibitive when more phones and licenses were needed, MVT’s communications system was ill equipped to service its customers. Without the right analytics to see into call center behavior, MVT wasn’t able to experience the full benefit of its network improvements.
“Calls would just come in and simply be routed to a desk. This required a representative to manually forward all of those inbounds. We desperately needed to move away from our PBX system,”
said Kelley
“In addition, two SIP connections for the prior system to handle our regular call volume cost $10,000/month. That didn’t even include per-minute charges.”
Moving to a SaaS solution was the ultimate goal, exchanging PRI for SIP protocols in the process. After an extensive migration from an outdated codec to an SIP infrastructure that took three years to complete, the company needed to find a cost-effective alternative that could support its growth without incurring an additional $100k in hardware costs.
Instead of continuing to provide expensive, routine updates to an outdated system, MVT needed to move to a cloud-based system to provide more options for communicating and scaling operations. This moment in time allowed the Company to completely reevaluate its network, taking into consideration all the lessons learned along the way that led them to VoIP as a Service – and ultimately to Vision Voice.
As a transportation company on the move, MVT’s decision to move from a proprietary MPLS network to a cloud-based system using direct internet access was an absolute game changer: It allowed them to have the connectivity they needed while simultaneously reducing networks costs and increasing bandwidth.
“When searching for a cloud-based communications provider, Vision Voice stood out for several reasons, including its call center software capabilities and its reporting systems,”
continued Kelley.
“We’re very metrics-driven here. With Vision Voice, we could continue monitoring performance patterns to create the same custom reports customers had come to expect using the previous system. The unexpected capabilities of video communication paired with voice is really going to move us forward. That’s really a gift.”
Having greater insight into call flows with custom business intelligence empowers Kelley’s team to dive into the ways that communication can be more effective and provided a strong justification for the migration. In addition to equipping the company with richer call center capabilities, the new implementation gave Kelley and MVT peace of mind with business continuity across multiple NOCs spanning the globe.
Vision Voice provided MVT with additional functionality while reducing unnecessary costs tied to legacy systems. New methods of communication delighted the Company by helping its teams imagine what’s possible for the future, showing how Kelley’s decision to invest in Vision Voice during his tenure as CIO will leave a lasting impact on the business.
- Platform characteristics:
- Transition to cloud-based VoIP from legacy PBX system
- Call center software included to drive improved customer service
- Location-based call routing
- Continual system updates performed in the cloud
- Key user features:
- Custom reporting, reproducing reports from previous system
- Full analytics dashboard to reinforce the importance of BI within the company
- Voice and video functionality, modernizing how workers communicate whether on the road or at the office
Results
Increased network access
MVT Services no longer needed MPLS or SIP connections to connect its 600 end points to the PTSN
Greater bandwidth
From 3 Mbps to 10 Mbps; up to 250 Mbps at crucial NOC locations
Reduced variability of long distance costs
New pricing models helped to normalize telecommunications costs for MVT by shifting to a monthly fixed cost per user
More connected across distributed locations
As its network became more complex, MVT can more easily communicate and share information with other locations and drivers across the US
Reduced costs
From staffing costs for system maintenance to monthly SIP costs, the Company saved nearly $500k per year moving away from its former MPLS system
Improved customer service
With call center software and improved call routing, MVT can elevate the quality and consistency of service they provide to customers
Enhanced analytics
By building out a system that added new reporting features while preserving reports to which they were accustomed, business users could better tap available company data
Introduction of video communication
This “unexpected gift” will have long-term impact on MVT’s business, as on-the-move workers can better communicate with office staff and customers