CloudTrucks × Operator
CloudTrucks helps owner‑operator truck drivers run their businesses end‑to‑end—finding loads, handling compliance, managing cash‑flow and getting paid. Every mile of freight they move depends on fast, reliable phone operations. They scaled their high-complexity phone operations with Operator by building a 24/7 AI phone-ops engine. Below, you'll learn how.
TL;DR: Cloudtrucks’ phone operations at a glance
| Metric | Before Operator | After Operator |
|---|---|---|
| Inbound coverage | Limited after-hours coverage, missed calls to voicemail | 100% of calls answered 24/7 |
| Missed-call rate | 25–30% at volume peaks | < 15% (only edge cases) and falling |
| Teams served | Siloed phone queues across 100+ person Ops, Sales, Onboarding, Safety teams | Single AI platform triaging for all teams |
| Rollout time | — | 6 weeks from decision to 100% of known driver inbound calls |
How things work today
- Operator now drives 100% of inbound calls across Ops and Sales, giving CloudTrucks a single, always-on phone layer.
- The AI foundation lets Ops and Sales teams add new outbound and inbound automations—like “speed-to-lead”, “onboarding nudges”, “driver-late alerts” or “automatic payment releases”—without increasing headcount.
Complexity that doesn’t sleep
Behind CloudTrucks’ streamlined experience sits a round-the-clock operations team that keeps tens of thousands of loads moving across America's highways. Every load triggers an intricate chain of coordination—drivers confirming pickup windows, brokers requesting status updates, dispatch collecting paperwork, and safety teams responding to roadside events. Before a driver ever hauls their first load, CloudTrucks guides them through an average of more than 34 discrete onboarding tasks, from drug tests and DMV records to ELD setup and insurance documents.
“It's a huge puzzle to solve. I literally have a Figma file that has every single screen that they have to go through from point A to point B. And it took me months to put it all together.” — Henry Finkelstein, Sr. Manager, RevOps & Strategy
Growth strained the traditional call-center model. Each load generated 2.7 inbound calls, and more than a quarter went unanswered while agents struggled with queues, shifts, and hand-offs. Drivers needed instant, 24/7 help; brokers needed timely updates; CloudTrucks needed a way to scale without hiring an army of agents.
“Drivers expect help any hour of the day. We simply couldn’t staff a human team fast enough.” — Elizabeth Pullman, Head of Operations
Building a 24/7 AI phone-ops engine
In December, CloudTrucks partnered with Operator on an ambitious plan: route every driver and broker call to Operator's voice AI agent to qualify, triage, and resolve issues on first contact. Within six weeks, Operator agents were handling 100% of inbound driver calls, routing complex cases to the appropriate human teams and reducing missed-call rates by roughly 40%.
"We went from concept to decision in December, and by the end of January we were rolled out to 100% of calls from known drivers. That's huge." — Elizabeth Pullman, Head of Operations
Since then the Sales and Customer Ops teams have continued to build upon the initial momentum and integrate Operator agents into increasingly more complex workflows.
- Driver support. Drivers call to report breakdowns, request fuel advances, or confirm receiver hours; Operator collects relevant details and automatically creates tasks for the appropriate team.
- Broker support. Brokers call to verify ratecon status, confirm driver or dispatcher details, or track loads; Operator preloads relevant data via API, resolves inquiries directly, or routes calls to the correct team member.
- Lead qualification. Drivers call in and Operator asks pre-qualifying questions, texts application links, and remains on the line during registration, all while updating Salesforce lead records automatically.
- Routing tags. Operator automatically tags and routes every conversation to the correct team for further follow-up as needed.
The result? A phone-ops engine that scales seamlessly with CloudTrucks' growth and complexity, providing every driver and broker the experience of a dedicated account manager—24 hours a day, seven days a week.
Building on the Operator platform
CloudTrucks continues to invest deeply in Operator as the cornerstone of their operations workflows, driving both immediate value and future growth. The team is already expanding the platform's capabilities to enable end-to-end resolution of complex issues across multiple channels, integrating Operator AI seamlessly into their chat systems, and launching proactive driver support, broker notifications, rapid "lead-to-speed" callbacks, and automated onboarding nudges.
"The dream is that I can call in any time of the day. And what feels like a person picks up instantly, knows everything about me, and can graciously guide me through a very complex process." — Henry Finkelstein, Sr. Manager, RevOps & Strategy
As CloudTrucks continues to build on the Operator platform, they're creating a new standard for customer experience in the trucking industry—one that combines the efficiency of AI with the personalized touch that drivers need to succeed on the road.
“This feels like we're just scratching the surface. I'm excited for the next phase of work and how we can start solving more complex issues end to end.” — Elizabeth Pullman, Head of Operations
A perfect match for freight & logistics
The partnership between CloudTrucks and Operator demonstrates how AI agents can transform logistics operations. By managing complex trucking operations—from sales to support—Operator enables CloudTrucks to deliver personalized, 24/7 service at scale.
- Complexity is the use‑case, not the blocker. If Operator can handle 30‑plus regulatory steps per driver, it can handle your processes.
- AI agents extend teams; they don't erase them. CloudTrucks redirects talent to high‑leverage relationship building and exception handling.
- Speed wins. Decision to full rollout in just six weeks; new scripts deploy in seconds.
- Phone is only the entry. Operator executes the full logistics workflow—from booking to payment.
Want to learn more about how Operator helps businesses automate the most complex phone operations? Sign up for a 15-minute demo.