Beacon Mobility’s employee support gets an AI makeover
Drivers, dispatchers and support teams handled every request by email, message and phone.
Beacon Buddy now answers in English, Spanish and Creole, and resolves 79% of tickets within SLA.
Beacon Mobility delivers tailored transportation solutions, including education, paratransit, non-emergency medical, shuttle and charters. With over 18,000 employees, 13,000 vehicles and operations in 25 states, it operates under its various local brands to serve school districts, healthcare organizations, municipalities and private corporations.
Most of that workforce is on the road. Drivers and dispatchers needed help with everyday tasks, and support teams were taking every query by email, message and phone, with no case management to track them.
- Many frontline employees were uncomfortable using the tablets in each vehicle, so clocking in and out, payslips, training and assessments slowed down.
- Queries for IT, Finance, Transport and HR arrived by email, message and phone, with no case management.
- Beacon Buddy automates up to 15 processes with a workflow builder, in English, Spanish and Creole.
- Twelve months in: 300k messages, 60% automatic query resolution, 79% of tickets within SLA and a 4.87/5 CSAT.
Where communication was breaking down
Two problems sat underneath Beacon Mobility's employee support: communication that didn't reach people where they worked, and queries that no single system owned.
Lack of effective communication with frontline workers — drivers, dispatchers and customers (school districts). There was a communication gap with the frontline workforce, as many employees were uncomfortable using the tablets provided in each vehicle. That led to inefficiencies in routine tasks like clocking in and out, accessing payslips, completing driver training and taking quarterly assessments, which wasted employee hours and reduced productivity.
Lack of effective communication with prospective hires exploring the career portal. Beacon Mobility couldn't personalize the career page experience with its existing bulk texting solution, TextMagic. It wanted a solution that could call a candidate applying on the career page immediately, send text messages if there was no answer, and enter a record of each candidate in Workday.
Disjointed query handling across different systems. There was no case management in place. Support teams took all queries manually, with no regularity in tracking requests and resolution time. Queries came in across email, message and phone calls for IT, Finance, Transport and HR support, which made it inefficient to raise and resolve queries for every employee in the enterprise.
| Area | System in Beacon's tech stack |
|---|---|
| HCM | Workday |
| CRM | Salesforce |
| Knowledge management | SharePoint |
| Fleet management | FleetWave |
| ITSM | ConnectWise |
| Recruitment communication | Textmagic |
The vision
Beacon Mobility aimed to enhance communication with frontline employees by using more accessible and suitable channels, and so improve employee sentiment. The fragmented tech stack across IT, HR, finance and transport had resulted in low engagement, particularly among drivers.
The question was whether AI-powered solutions and an integrated case management system could streamline employee interactions, centralize communication, and create a more connected, user-friendly experience across every department.
As an organization, we want our communities to thrive, so we've designed best-in-class service models rooted in compassion and supported by technology. We also wanted to ensure we're providing our teams with the best Gen AI-powered resources to help them work towards the same mission!
Gaurav ShardaChief Technology Officer, Beacon MobilityWhat Beacon Mobility built
Leena AI provided Beacon Mobility with an Autonomous Agent called Beacon Buddy, equipped with the capabilities of an Integrated Service Management Solution.
One Autonomous Agent for employees, candidates and customers
- MultilingualDeployed across geographiesBeacon Mobility deployed Beacon Buddy across geographies with multilingual support in English, Spanish and Creole.
- WorkflowsUp to 15 processes automatedPassword resets, employee self-service updates, taxes, veteran statuses and more — up to 15 processes, built with a workflow builder.
- RecruitmentEngagement on the career pageAn Autonomous Agent on the career website that drives two-way conversations with candidates via text and creates Workday records for candidates who applied.
- CustomersCustomer use casesCustomer surveys (NPS, CSAT), personalized conversations, push notifications, a customer knowledge base, live-chat agent support and a virtual suggestion box.
Beacon Buddy also automates follow-ups and routine tasks, which reduced cost for Beacon. Direct agent support for customers through live chat means faster resolutions and happier customers, and a virtual suggestion box sources ideas straight from them.
What changed
Twelve months in, Beacon Buddy had handled 300k messages. 60% of queries are resolved automatically, 79% of tickets are resolved within SLA, and employees have saved more than 2,000 hours. On the career page, hiring leads grew by 50.5% year on year.
| Measure | Post Leena AI (12 months in) |
|---|---|
| Employee adoption | 300k messages |
| Ticket resolution within SLA | 79% |
| Time saved for employees | 2,000+ hours |
| Ticket resolution rating (CSAT) | 4.87/5 |
| Automatic query resolution | 60% |
| Increase in hiring leads (Q3 '24 vs Q3 '23) | 50.5% |
The road ahead
Assistant for customer use cases. Assisting business customers with queries and feedback using Gen AI.
New hire notifications. Using text messages so new hires submit pending documents and complete the onboarding process.
Knowledge from structured data. Helping Beacon Buddy respond to queries from structured databases.
About Beacon Mobility
Beacon Mobility delivers tailored transportation solutions, including education, paratransit, non-emergency medical, shuttle and charters. With over 18,000 employees, 13,000 vehicles and operations in 25 states, Beacon operates under its various local brands to serve school districts, healthcare organizations, municipalities and private corporations.
Take this with you
The full Beacon Mobility employee support case study, as a PDF.
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