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CASE STUDY

IP Communications

When Time is of the Essence, J.B. Hunt Drives to Deliver Exceptional Customer Service All businesses have deadlines, but few as critical as J.B. Hunt’s. The minute they sign on a new customer, the clock starts ticking. And, in what sometimes may be less than a month, this transportation behemoth must open locations inside its customer’s offices and transform itself into an integral part of that customer’s organization. There is little room for mistakes or delays. Not an easy task, particularly when it comes to setting up their communications infrastructure. But, they’re not alone.

Always Looking for New Ways to Set Their Customers Free J.B. Hunt Transport Services, Inc., has evolved from a traditional over-the-road truck provider into an industry leading transportation and logistics company with highly customizable and sophisticated solutions, offering a variety of services to their highly diversified customer base. Their intermodal division, founded in 1989, established J.B. Hunt as a pioneer in the industry by introducing an innovative approach linking major rail and truckload carriers. Since then, they’ve incorporated other specialized services for their customers geared at lowering transportation costs, enhancing delivery service, reducing liability, and redirecting capital back into their business. As part of their added value offering, J.B. Hunt morphs itself into the customer, becoming an extension of that enterprise, taking over fleets, drivers, and delivery operations to offer a more efficient service under the customer’s brand name. Everything from the trucks to the driver’s uniforms to the call centers that handle customer inquiries is rebranded. And in order to succeed, the transition must be swift and flawless.

Walking in Their Customer’s Shoes, Literally J.B. Hunt’s focus remains squarely on its customers and it does so by becoming an integral part of their operations. Their drivers don’t just drive; they do store deliveries, help stock inventory and reorder merchandise. They perform door-to-door deliveries in big cities like Manhattan where driving can be a nightmare and requires logistical knowledge and the right traffic information. They do in-home installations which entail delivery, tracking, and even sales of future products. These highly customizable services require highly reliable broadband connections. In order to provide world-class service, it’s important the drivers have quick access to data enabling them to provide real-time information back to the customer so the delivery progress may be monitored. That’s where Verizon Business comes in.

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“It’s very critical that we have communication there on day one; that we have our handhelds working for our drivers, our data and our voice solutions going, and our cellular solutions ready for our account managers. We selected Verizon to partner with us because we have a great deal of trust in their company. They’ve been excellent at coming in, understanding the details of what we do, providing a consistent account team and delivering consistently good service. We have a long-standing relationship and they have been one of our top providers, hands down.” Kay J. Palmer, CIO and EVP, J.B. Hunt Transport Services, Inc.


When Time is of the Essence, J.B. Hunt Drives to Deliver Exceptional Customer Service

In Order to Move Fast, You Need Tools and People You Can Depend On

About Verizon Business

Most recently, the company turned to us for assistance in setting up 80 new locations across the United States. We responded by installing new voice and data links so their customers, drivers, and vendors could be connected to headquarters via a Private IP network from wherever they happened to be. Whether on the phone, on the web, or using a GPS system to maneuver through muddled traffic, our solution allows virtual cross communications to flow seamlessly, and at the speed of J.B. Hunt. In other words, fast!

Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a global leader in communications and IT solutions. We combine professional expertise with one of the world’s most connected IP networks to deliver award-winning communications, IT, information security and network solutions. We securely connect today’s extended enterprises of widespread and mobile customers, partners, suppliers and employees—enabling them to increase productivity and efficiency and help preserve the environment. Many of the world’s largest businesses and governments—including 96 percent of the Fortune 1000 and thousands of government agencies and educational institutions—rely on our professional and managed services and network technologies to accelerate their business. Find out more at www.verizonbusiness.com.

“Our customers expect to know, in real time, every single stop our drivers make; each different installation they make, and they expect to see it through their own portal. We also need to be able to do credit card processing and provide turn-by-turn directions in areas that may have special construction needs and congestion. Given this, Verizon’s technology is definitely a big need in our growing market segments.” Kay J. Palmer, CIO and EVP, J.B. Hunt Transport Services, Inc.

There’s Only One Way to Go and That’s Forward J.B. Hunt is constantly looking for new ways to partner with their customers and make their lives a little easier. We have been doing the same for J.B. Hunt. For the past 15 years we’ve kept them abreast of the latest communications technology, providing them with a platform of connectivity that links them into all their resources 24x7 and can deliver on their promise to keep their customers running smoothly. For more information about our Private IP and suite of network tools, contact your Verizon account representative or visit www.verizonbusiness.com/us/products/data/privateip/

verizonbusiness.com © 2010 Verizon. All Rights Reserved. CA14253 2/10 The Verizon and Verizon Business names and logos and all other names, logos, and slogans identifying Verizon’s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. 2


J.B. Hunt Case Study