Clyde Freight Solutions · GoMuc · Agents live in 7 weeks, voice line cut over at week 12
3h 40m → 6min
QUOTE TURNAROUND
94%
AFTER-HOURS BOOKINGS AUTOMATED
£142k
ANNUAL OVERNIGHT COST REMOVED
+£412k
NEW REVENUE (12 MONTHS)
THE CHALLENGE
- A 3-person overnight desk cost £142k/year and still missed ~28% of after-hours booking requests, which competitors then won by 9am.
- Quote turnaround from receipt to sent averaged 3h 40m — enterprise customers were consolidating spend with faster carriers.
- Exceptions (missed collections, PoD queries, ETA changes) hit the ops team as a wall of email every morning with no prioritisation.
THE SOLUTION
- AI agents handle inbound quote requests end-to-end: parse the request, price against the rate card and TMS availability, send a branded quote and log to the CRM.
- Voice AI answers the overnight line, verifies the caller, books collections against live capacity and confirms by SMS + email — with warm handoff to on-call for anything it can't resolve.
- Integration layer wires the agents to the TMS, Xero, HubSpot and the customer portal so every action lands as a first-class record with a full audit trail.
"The agent quoted a 14-pallet job at 3am on a Sunday and had the collection booked before I'd finished my coffee on Monday. That job used to be lost by default."
OPERATOR QUESTIONS
How this actually works day to day
What happens when the voice agent cannot resolve a call?+
It performs a warm handoff to the on-call duty manager with the caller's details, the booking context and a transcript already attached, so the human picks up mid-conversation rather than starting again.
Can the agent quote outside the rate card?+
No. Pricing is bounded by the rate card and live TMS capacity. Anything outside those limits is escalated to a human for approval before a quote goes out.
Do customers know they are talking to an AI agent?+
Yes — the overnight line identifies itself at the start of the call and offers a human callback at any point.
How is an automated booking reconciled the next morning?+
Every agent action writes a first-class record into the TMS, HubSpot and Xero with a full audit trail, so the morning ops review is a check rather than a re-entry exercise.
What was the payback period?+
The £142k overnight desk cost came out within the first year, before counting the £412k of new revenue from after-hours bookings that were previously lost by default.
MORE CASE STUDIES
GROUNDWORKS & CIVILS // Edinburgh
From six phone calls to one tap: how a mid-sized contractor cut plant-hire admin by 80%.
A Lothians groundworks firm replaced six daily ringaround calls with a single live marketplace post — and stopped losing afternoons to chasing Hiabs.
OWNER-DRIVER FLEET // Forfar, Angus
Killing dead mileage: how a tipper fleet turned empty runs into billed hours.
An Angus-based owner-driver operation joined the GoMuc supply network to fill empty backloads, lifting weekly utilisation by more than a third.