Key points
- Trinity Logistics moved inbound carrier call automation from an external provider to ElevenAgents, after rising call volumes threatened to make the old service too costly.
- Automated shipments show 25% higher margins than legacy bookings, and per-minute platform costs fell 40%, according to ElevenLabs.
- The system handles roughly 30,000 inbound calls and 1,000 automatically booked shipments a month, at a 4% booking rate on par with the old system.
- Saturday calls to the after-hours team dropped from 500 to 600 to about 120, per Trinity's Kimberley Pant.
Why it matters for marketers: A voice agent case study ties automation to margin and cost figures, and shows moving agent control in-house can speed prompt changes from weeks to rapid internal edits.
Trinity Logistics, a third-party logistics provider, has moved its inbound sales call automation to ElevenAgents from ElevenLabs, according to a case study published by the vendor. When carriers call about loads posted on industry boards, the agents negotiate rates and book freight within parameters Trinity sets.
Trinity previously used an external provider, but rising call volumes threatened to make that service too expensive. The company treated the switch as an engineering project, migrated one team at a time and monitored feedback each week. The stated goal was that operations staff would not notice the change.
The reported results are specific. Automated shipments carry a 25% higher margin than legacy bookings, which ElevenLabs attributes to a tighter feedback loop between operations and technology teams. Per-minute platform costs dropped 40%, and the booking rate held at 4%, equal to the earlier system. Monthly volume is roughly 30,000 inbound calls and 1,000 automated bookings.
For marketers and content teams, the more useful lesson is about control. Trinity says owning the platform lets it adjust prompts and agent behavior based on live feedback, rather than waiting through multi-week vendor cycles. Kimberley Pant, who leads the after-hours team, says Saturday calls fell from 500 to 600 to about 120, leaving staff to handle exceptions and pre-book freight.
Next, Trinity is considering filtering incoming call volume and building a customer support agent for repetitive queries. Note that these figures come from the vendor's own account, so teams evaluating similar projects should test against their own baselines.
Sources
This brief is our own summary. Read the full reporting at the source.
