Trellist Helps National Logistics Operator Cut Customer Service Call Volume 30% With AI

Trellist, Inc., a veteran-owned, employee-shared professional services firm, today shared results from a multi-phase AI engagement with a national logistics, transportation, and storage operator. The work cut customer service call volume by 30%, produced a six-figure net positive annual return, and freed 30% of the client’s development team capacity for higher-value work. Trellist delivered it through their AI-Powered Transformation practice.

The results point to a broader shift. Putting AI to work inside a business is becoming a discipline of its own. Applying the full breadth of human knowledge, available on demand, to shorten a business process takes a new kind of expert. Trellist is building their practice around that expertise and raising a new generation of senior AI engineers to lead it.

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Trellist’s approach centers on a map. Every operational process runs through a web of handoffs between roles: marketing to sales, sales to operations, operations to customer service. Each handoff adds time and cost. Once that web is drawn, AI can truncate the process in three ways: shorten the time between handoffs, put them in a better order, or remove them entirely.

Making that work comes down to implementation. Trellist chooses the right tools for each step. They build and organize custom MCP servers so AI has secure access to the connectors and systems it needs. They match the level of AI intelligence to each job. And they engineer the harness that ties it all together inside existing infrastructure, whether that is Salesforce or Amazon Bedrock.

For the logistics operator, the work ran in sequence. Trellist first joined the company’s disconnected marketing, sales, and operations data into one pipeline with real-time feeds, so teams could adjust performance against live data. Next, they built AI directly into the development and quality assurance workflows, which recovered 30% of that team’s capacity. Last, they analyzed call-tracking data to learn why customers were calling, then built an AI agent that resolves common issues in conversation. The agent has human review built in and runs inside the existing customer service workflow.

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“It’s amazing how much agents can handle end-to-end,” said Gavin Garrison, Partner & Account Leader at Trellist. “We load intelligence with a complex process and see how far it gets. The gaps show where a person needs to step in, or where it needs a new connection. We take those gaps to the map of the operation as needed, and that lets us create the most impact.”

Every Trellist engagement ends in enablement, handing the capability over to the client’s own team. The practice offers AI strategy, workflow modernization, custom MCP servers, AI agents, and fractional AI teams to organizations that want AI put to work.

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