The Challenge
A trucking company running 120 vehicles across three depots relied on personal mobiles and an old office phone system to keep drivers and dispatchers in touch. Drivers couldn’t always reach dispatch, calls were lost between depots, and there was no record of instructions given over the phone. When delivery disputes came up, the business had no way to check what had actually been agreed.
Our Solution
Telco moved all three depots onto one cloud phone system. Drivers got a mobile softphone app linked to the business number, so their calls show up as company calls and reach the right dispatcher no matter which depot is on shift. We set up priority queues for drivers, ring groups across depots for after-hours cover, and call recording to keep a clear record of dispatch instructions. We also added a live dashboard so supervisors can see call volumes and wait times as they happen.
The Results
- Average driver wait time cut from several minutes to under 30 seconds
- Every dispatch call recorded and searchable, which settles delivery disputes quickly
- Personal phone bills replaced with one predictable business plan
- Depots can cover each other’s calls during peaks and overnight
