Utah Freight / 3PL
One Utah freight company automated three bottlenecks. A year later, they’re still running.
Inquiries, claims, and package tracking all ran through people. We automated all three. Twelve months of uninterrupted payments say it worked.
95%
of inbound questions handled without staff
30 min
first response, down from 10+ hours
12
consecutive months paid, no gaps
The situation
Every carrier question, every claim, every “where is my package” ran through a person.
Status checks, rate questions, claims, tracking: every one touched a staff member. Claims meant gathering documentation by hand. Tracking meant digging through Amazon shipping logs for a single status update. Common problems. Expensive ones.
What we built
Three systems, deployed in sequence over eight months.
July 2025
Custom Chatbot
Trained on the company's carriers, rates, and common inquiries. Answers customers immediately, no human in the loop.
August 2025
Claims Automation
Intercepts claims, pulls shipment records, gathers documentation, routes to the right handler. Staff step in only when a decision is needed.
Late 2025
Package Tracking Agent
Wired into Amazon shipping logs. Customers ask where a package is; the agent answers with live location, status, and next steps. Follow-up questions included.
What the billing record shows (verified)
12 consecutive months paid
Chatbot subscription, July 2025 through June 2026. Zero gaps, zero cancellations.
8 months on CS Agent software
Active since November 2025, current through June 2026.
Two systems running simultaneously
Both subscriptions in parallel, not one replacing the other.
Signed agreement, no renegotiation
In place since day one. Untouched for 12 months.
What changed day to day
First response: 10+ hours down to about 30 minutes
95% of inbound questions handled without staff involvement
Roughly 10 hours per week of manual handling eliminated
One person now handles the entire inquiry volume
Why this matters for your business
A freight company with thin margins doesn’t keep paying for software that doesn’t work.
Twelve invoices, twelve decisions to keep paying. If your team answers the same questions or looks up the same status information by hand, the math is the same. It compounds every month you wait.
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