Secure Transportation provides non-emergency medical transportation and executive transportation services. IntelePeer describes the company as a trailblazer in its field. Its operations depend on timely customer communications and an efficient ride-dispatch process, and it relied heavily on SMS to keep riders informed. The case study quotes Sean Kelley, the company's Director of Technology, who sees hyper-automation as a big part of the business going forward.

Secure Transportation needed to manage customer communications and ride dispatch effectively, and its existing setup was holding service standards back. The company relied on SMS to communicate with riders, but under its previous provider, Amazon Web Services, it faced constraints on message volume and functionality that limited what it could do.

Customers also spent too long waiting on hold, and the dispatch process suffered delays. For a transportation business whose riders depend on timely pick-ups, prolonged hold times and late dispatch translated directly into frustration and unreliable service.

The company was looking for a solution that could raise its service standards, remove the messaging ceiling and streamline dispatch, while giving it a platform it could keep extending as its use of automation and AI grew.

Secure Transportation implemented IntelePeer's Communications Automation Platform (CAP) to rework customer interactions and streamline the ride-dispatch process. The stated goal was to enhance the transportation experience for every customer.

CAP replaced the constrained SMS setup with a scalable and efficient messaging platform, removing the previous limits on message volume. The document credits the platform with seamless customer communications that eliminated the frustrations associated with prolonged hold times, and with a significant improvement in the dispatch process, ensuring more timely and reliable rides for all customers.

IntelePeer describes the platform as combining hyper-automation with AI. Secure Transportation's Director of Technology, Sean Kelley, compares it to a Swiss Army knife: an easy-to-use product the team can apply any way it needs, with nothing he has wanted to do that the product could not accommodate. He expects hyper-automation to be a big part of the business going forward, enabling the company to move into the future and offer the best product to its customers.

• 50% reduction in customer hold times after moving to IntelePeer's CAP
• Previous constraints on SMS message volume eliminated with a scalable messaging platform
• Significant improvement in the dispatch process, with more timely and reliable rides
• Seamless customer communications that removed the frustrations of prolonged hold times
• A platform the team describes as a Swiss Army knife, flexible enough for every use they have tried