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Cape May-Lewes Ferry Case Study

Updated: May 7, 2022


The Delaware River and Bay Authority came to Integrated Experiences after identifying a need to improve their Call Center Reservations, Toll Booth and Retail Cashiering Operations for the Cape May-Lewes Ferry, operated out of their Cape May, NJ headquarters.


Integrated Experiences performed a compressive review of their overall staffing and responsibilities in all three areas and identified opportunities to improve efficiency by cross- utilizing team members. We worked with senior management to develop an overall training and retention plan and using the new operational strategies as a baseline we were able to quickly identify the need to increase their call center capacity to right-size their staff for seasonally fluctuating volumes while achieving all of their desired customer service commitments.


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