From the source
Trinity Logistics moved its inbound carrier call automation in-house to ElevenLabs' ElevenAgents, replacing an external provider whose costs were rising with call volumes.
- The third-party logistics provider says automated shipments now carry a 25% higher margin than legacy bookings, while per-minute platform costs fell 40%.
- The system books roughly 1,000 shipments a month from about 30,000 inbound calls, at a 4% successful booking rate that Trinity says matches the previous system.
- Trinity migrated one team at a time so operations staff would not notice the replatforming, and integrated its Transportation Management System natively so engineers can adjust prompts and agent behavior without multi-week vendor cycles.
- Kimberley Pant, director of after-hours operations, says her remote team of seven once fielded 500 to 600 calls on a typical Saturday and now handles closer to 120, with ElevenAgents taking an estimated 60 to 70 percent of inbound carrier calls.
- Trinity is considering further uses, including filtering incoming call volumes and a customer support agent for redundant queries.
