Direct Traffic Solutions

Chris Griffin, Director of Safety at DTS, knew the reality of the logistics industry: fierce competition demands operational efficiency. DTS had already built a reputation on smart automation, consistently replacing outdated workflows to stay ahead.

But as freight volume surged, even their latest upgrades — like a modern TMS and updated phone system — couldn’t solve every challenge. As Chris reviewed the team’s annual goals, he realized that one critical issue persisted: missed calls.

For DTS, carrier calls are more than just routine touchpoints. They’re a primary source of margin, market intel, and relationship-building. But Chris’s lean team was stretched thin. Answering every call in real time wasn’t just hard — it was nearly impossible. As a result, inbound opportunities slipped through the cracks.

When Chris dug into the data, he learned the team could only answer 39% of inbound carrier sales calls out of thousands per day. The rest disappeared into voicemail, with no record, no rate or carrier intel, and no opportunity to respond.

And missed calls were just the tip of the iceberg. Without visibility into rep conversations or quote history, DTS was flying blind. Pricing decisions came down to gut instinct and siloed knowledge. “It was all art, not science,” Chris says. This approach created inconsistencies that impacted carrier relationships and undercut their competitive advantage.

As early adopters of other automation tools, DTS explored AI voice solutions. But the team was cautious — they weren’t convinced AI tools could handle complex requests, match rep-level quality, or build rapport with new carriers. Chris worried they’d lose the human touch they were known for — the kind that closes deals.

But soon, DTS discovered Vooma — and from the start, Vooma went above and beyond to prove their worth. After a month-long pilot, Chris’s team wasn’t just convinced. They were all in.

“We knew we were missing calls, but we didn’t realize the opportunity cost until we saw the numbers. Vooma showed up for us, and we’re really glad to be working with them.”

To close the phone coverage gap, DTS deployed Vooma Cover — an AI-powered voice tool built to answer and process inbound carrier calls at scale. Now, no opportunities disappear into the void. Every inbound carrier call is answered automatically with the same professionalism and quality as a live rep.

Vooma Cover uses natural language processing to qualify carriers, negotiate rates, and collect essential details, including MC numbers. The tool also prevents pricing inconsistencies by negotiating rates based on market pricing data. And when conversations need a human touch, Vooma follows the team’s standard operating procedures, escalating high-priority calls and approvals to the management team.

But the real breakthrough isn’t just call coverage — it’s also real-time call data. What once lived in a flurry of phone calls and forgotten voicemails now flows into the team’s hands as actionable intel — which means carrier reps have the context they need to be better buyers of freight. Managers have operational visibility and can spot patterns that were never trackable before, including which lanes are in demand, depth of carrier offers, and lead lists for covering freight in the future.

Unlike many other solutions, Vooma’s team has deep industry expertise. They act as an embedded partner, respond to questions within hours, and iterate in real time alongside DTS. “They work like logistics people,” Chris says. “When something’s urgent, they move.”

“The rollout gave us structure where there was none, and visibility where we had guesswork. The Vooma team didn’t just drop the tech and disappear. They stayed in it with us and tweaked things fast.”