CUSTOMER SPOTLIGHT

How Greyhound Keeps Thousands of Drivers Connected and Safe 24/7

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Efficiency

Enables clear, rapid, multi-channel communication with Greyhound’s entire workforce

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Reliability

Ensures the right people get the messages they need, when they need them

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Safety

Alerts employees to inclement weather and other potential hazards that require precautions

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Morale

Keeps bus drivers connected and engaged with the corporate mission, values, and vision

Industry
Transportation

Locations
230

Employees
6,000

Products
Emergency Communication Software

Primary Uses
Operations, Emergencies, HR

AlertMedia and Greyhound logos

Founded in 1914 and headquartered in Dallas, Texas, Greyhound Lines is the largest provider of intercity bus transportation, serving more than 3,800 destinations across North America. An American icon—its running dog logo is one of the most-recognized brands in the world—Greyhound provides safe, enjoyable, and affordable travel to nearly 18 million passengers each year.

To keep the biggest bus network in the U.S. running smoothly, Greyhound relies on AlertMedia to effectively reach its nearly 6,000 employees, consisting of bus drivers, field-based staff, and corporate employees. Using AlertMedia’s two-way, multi-channel mass communication software, Greyhound can keep its people safe, informed, and connected, no matter where or how they work. From safety and operational alerts to inclement weather notifications to corporate announcements, AlertMedia provides the technology foundation for effective, efficient internal communication at Greyhound.

Keeping thousands of dispersed employees engaged and informed became increasingly difficult

As told to AlertMedia by Jennifer Saylor, Manager of Customer Operations and Eric Wesley, Manager of Communications & Recognition at Greyhound

With its thousands of highly trained bus drivers serving as the face of the company for Greyhound’s millions of passengers, helping drivers ensure passenger safety, comfort, and satisfaction is paramount to protecting Greyhound’s brand reputation and bottom line. Keeping this large segment of its workforce informed about corporate affairs, aware of potential hazards while on the road, and fully engaged with the company’s culture and values, however, was becoming increasingly difficult.

Expectedly, Greyhound’s drivers are dispersed, highly mobile, and always on the move. They are not sitting at a desk with ready access to a smartphone or computer to check their email or join a conference call. Prior to AlertMedia, Greyhound’s drivers also did not have company-issued email addresses or cell phones. They relied primarily on word of mouth between drivers and an automated answering system that played generic, pre-recorded announcements for drivers that called in seeking information or updates.

“Our bus drivers operate in the field 24/7/365, don’t use email, and often work odd schedules which means they may not even see their local manager face to face for days or weeks at a time. It became incredibly challenging, if not impossible, to reach our drivers in an organized and efficient manner,” adds Jennifer Saylor, Greyhound’s Manager of Customer Operations.

“Our bus drivers operate in the field 24/7/365, don’t use email, and often work odd schedules which means they may not even see their local manager face to face for days or weeks at a time. It became incredibly challenging, if not impossible, to reach our drivers in an organized and efficient manner.”

Poor communication meant important information—including safety alerts, operational announcements, and changes to driver logistics—wasn’t always delivered promptly, accurately, and to the right people. The lack of effective internal communication led to confusion, frustration, low employee morale, and a less-than-cohesive customer experience.

Drivers now have immediate visibility to safety and operational concerns while on the road 

 As told to AlertMedia by Jennifer Saylor, Manager of Customer Operations and Eric Wesley, Manager of Communications & Recognition at Greyhound

To better communicate with its entire workforce—including its traditionally hard-to-reach bus drivers—Greyhound sought a single mass communication solution it could use to stay connected to employees, drive staff engagement, and quickly and efficiently notify employees of relevant, timely information. 

Using AlertMedia’s mass communication software, Greyhound now has a single system for communicating with bus drivers and corporate employees alike. Eric Wesley, Greyhound’s Manager of Communications & Recognition reveals, “With about 500 employees based in our corporate office, the majority of our employees are in the field. AlertMedia’s multi-channel communication capabilities—particularly its ability to send voice and text notifications—were a major reason we chose AlertMedia over the other, more desktop-centric solutions we considered.”

“AlertMedia’s multi-channel communication capabilities—particularly its ability to send voice and text notifications—were a major reason we chose AlertMedia over the other, more desktop-centric solutions we considered.”

Initially piloted with employees based out of the company’s corporate headquarters, AlertMedia was so successful and well received it was soon extended to all employees across the organization. “As soon as our drivers received company-issued cell phones, our use of AlertMedia grew by leaps and bounds,” adds Wesley.

Multi-channel, two-way communication connects a dispersed, mobile-only workforce

As told to AlertMedia by Jennifer Saylor, Manager of Customer Operations and Eric Wesley, Manager of Communications & Recognition at Greyhound

AlertMedia’s multi-channel communication capabilities help Greyhound stay connected with its entire fleet of drivers, no matter where they are. Multi-channel message delivery—which includes voice calls, SMS text messages, emails, and more—allows Greyhound to instantly reach all of its employees, regardless of how they work, what device they are using, or their communication preferences. 

With two-way messaging that includes audience communication features like read receipts, surveys, incoming messages, and notification replies, Greyhound can also more reliably communicate with its dispersed workforce to ensure the right people receive the messages they need, when they need them. And with dynamic groups based on region, Greyhound can even communicate with geographically targeted groups of drivers on an as-needed basis, so drivers may be quickly notified of any local weather, safety, or operational concerns.

“AlertMedia’s two-way text messaging capabilities have been instrumental in improving our communication with drivers. Instead of having to track down a supervisor or call in to dispatch, drivers can send a quick text—even including a photo if they like—to notify or update us on an issue so they can get the help they need and move on with their day.”

Saylor adds, “AlertMedia’s two-way text messaging capabilities have been instrumental in improving our communication with drivers. Instead of having to track down a supervisor or call in to dispatch, drivers can send a quick text—even including a photo if they like—to notify or update us on an issue so they can get the help they need and move on with their day.”

A simple, intuitive user experience drives widespread adoption and engagement

As told to AlertMedia by Jennifer Saylor, Manager of Customer Operations and Eric Wesley, Manager of Communications & Recognition at Greyhound

With no training required and a modern, intuitive set of screens, Greyhound can easily add new users to the system, update drivers’ contact information, and get new administrators up to speed fast. “AlertMedia is so easy to use, anybody—regardless of technical prowess—can get up and running quickly without training. It really is as simple as sending a text message,” adds Saylor.

“AlertMedia is so easy to use, anybody—regardless of technical prowess—can get up and running quickly without training. It really is as simple as sending a text message.”

With its user-friendly design, the AlertMedia platform has seen high user adoption since it was rolled out across the organization. Driver feedback has been overwhelmingly positive, and several local managers have even asked to become administrators within the system so that they can create dynamic groups and more effectively stay in touch with their own direct reports.

The use of AlertMedia has also proven to be a valuable way to keep drivers connected and engaged with the corporate mission, values, and vision—no matter how far from headquarters they may be. Wesley, for example, leverages podcasts to keep employees informed about the business and what’s to come. And with AlertMedia, he can easily extend the reach of those podcasts to Greyhound’s entire workforce. “With AlertMedia, I can easily text out a link to a podcast for our drivers to listen to at their convenience. Listening to a podcast featuring our VP of Operations sharing tips for the busy holiday travel season or our CEO discussing the future of the organization, for example, helps our remote workers feel more connected to leaders, the corporate office, and to the company as a whole,” says Wesley.

“We have had a fantastic experience with the entire AlertMedia team and having a go-to contact that knows our company, understands our goals, and is invested in our success has made for a powerful partnership beyond that of a typical vendor.”

With AlertMedia’s reliable, highly trained support team on call 24/7 and an assigned, dedicated customer support contact, Greyhound also has hands-on support to ensure their success, field any questions that may arise, and provide mass communication best practices. Adds Saylor, “We have had a fantastic experience with the entire AlertMedia team and having a go-to contact that knows our company, understands our goals, and is invested in our success has made for a powerful partnership beyond that of a typical vendor.”

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