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DART Transit Driving UC to a New Level

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DART Transit Company is one the premier truckload carriers in America. Family owned and headquartered in Eagan, Minnesota, since 1934, DART is a financially strong and growing company providing transcontinental and short-haul services to Fortune 500 corporations through a network of shipping, logistics, brokerage, warehousing, rail, and storage offerings.  The inner workings of the transit industry reveal burgeoning requests and order placement from customers, high volumes of calls from truckers, and a need for greater efficiencies to meet declining budgets and growing regulatory requirements.

They take thousands of calls and the older Mitel system didn’t not allow for DART to leverage new unified communication technologies. For example, their fleet of 2,000-plus trucks is equipped with a computer terminal in each vehicle for communicating routine information between driver and office, with exceptions still handled through phone calls. Yet they continued to struggle with a lack of visibility and functionality necessary for better call routing and tracking, faster response times, and easier, cohesive communications. They chose ShoreTel because “We considered a lot of vendor solutions. Most were too complex or inflexible or costly. Only ShoreTel was able to give us ease of management, open APIs for flexible integration, extensive workgroup functionality, and a lower total cost of ownership. People often undervalue open API capabilities. But for us, ShoreTel’s open API platform was a big deal because we have so many custom-built applications and need to ensure flawless integration,”  said Dan Lyddy, vice president of information systems for DART Transit Company.

Employees and customers have benefited from the ShoreTel unified communication solutions with the benefits have been outstanding including:

  • ShoreTel supports more than 200 workgroups providing rapid response to customer calls, driver calls and safety matters.

  • ShoreTel’s open APIs let DART write and integrate custom applications for optimizing business processes.

  • ShoreTel’s VPN solution has eliminated the need for POTS lines and improved performance, continuity and reliability from distributed locations

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