GCT-Logo
CASE STUDY

Greater Chicago Transit (GCT)

Learn how this NEMT provider reduced no-shows and boosted customer satisfaction with facilities and passengers with MediRoutes.

Overview

GCT increased customer satisfaction with better service with fewer delayed pickups after the business adopted MediRoutes’ Notifications and Where's My Ride features. 

Challenges before MediRoutes.

15-20% of rides were no-shows.

High No-Show Rate

Prior to using Notifications, the client was experiencing 15-20% no-shows for scheduled rides.
High No-Show Rate

High Volume of Customer Service Calls

GCT handled an overwhelming 3,300 phone calls per month with a team of 4 staff members, which affected overall productivity.
High Volume of Customer Service Calls

Inconsistent Ride Confirmation Process

A dedicated staff member was tasked with manually confirming rides the day before, leading to inefficiency and inconsistency.
Inconsistent Ride Confirmation Process

MediRoutes solution.

No-shows have been reduced to <5%.

Real-Time Trip Updates

Passengers and facilities receive immediate updates about trip statuses, reducing reliance on customer service calls.
Real-Time Trip Updates

Proactive Communication

Clients now use WMR to send automated updates to facilities and passengers, allowing them to stay informed without needing to make as many calls as before.
Proactive Communication

White-Labeling

Notifications are branded with the client's logo, improving brand recognition.
White-Labeling

Measurable Results

Since implementing MediRoutes Notifications and one dedicated staff, GCT has seen remarkable improvements in several key areas.

70%

Decrease in incoming phone calls.

(Dropped from 3,300 to 1,000)

60%

Decrease in no-shows.

(Dropped from 20% down to ~5%)

5%

Increase in total profits.

(Bottom-line revenue growth)

Less Work for the Office Team

Before sending automatic reminders, the business got 3,300 phone calls every month, and it took four workers just to answer them. After the reminders started, calls dropped to 1,000 a month. Now, only one person is needed to handle the phones, making the daily workload much easier.

Happier Customers

Customers are much happier and stay with the business longer because they get better updates. Facilities love getting helpful email reminders, and regular passengers like getting text messages and phone calls. This easy communication makes the service better for everyone, so customers tell their friends about it.

More Trips Completed

Because people get these reminders, they stop missing their rides. Drivers do not waste time waiting around for people who do not show up, so they can finish more rides every day. Each vehicle now completes 5 rides a day, instead of the old average of 3 or 4.

Higher Profits

Doing more rides and wasting less time helped the business make more money. By keeping the drivers moving and cutting down on missed rides, the company grew its total profits by 5%.

Client Name:
Greater Chicago Transit (GCT)
Location:
Chicago, IL
MediRoutes Client Since:
2017
Primary Clients:
Nursing homes, private pay passengers
"The impact that MediRoutes has had on our business is tremendous. We've reduced no-shows, improved our communication with customers, and saved significant time for our team. The increase in our bottom line proves the solution works, and our customers are more satisfied than ever."

Alex

Greater Chicago Transit