All case studies
Logistics SaaS · United States · 2025
Northlane Ops
Abandoned calls dropped to 4%. The support team moved two headcount to onboarding without adding cost.
87%
Fewer abandoned calls
0:11
Average pickup time
2
Roles redeployed
Scope
- AI voice agent
- CRM integration
- Escalation design
Stack
- Twilio
- OpenAI Realtime
- Node.js
- Postgres
Challenge
Support handled 1,900 inbound calls a month with four agents. Average pickup was 3 minutes and 31% of calls were abandoned before anyone answered.
Solution
We deployed Atlas Reception in front of the queue, wired it to their scheduling system, and built escalation rules so anything contractual reached a human immediately.
Result
Abandoned calls dropped to 4%. The support team moved two headcount to onboarding without adding cost.
Similar problem?
We have probably built something close to this.
One call, 30 minutes, no deck. You leave with an honest read on whether software is the right fix and what it would cost.
Talk it through with us