How CloudTrucks saved $2.2M/year with Phonic

The Challenge

CloudTrucks' products were growing faster than its operations team

Getting started as a truck driver is quite difficult. You have to get your own operating authority from the government, pony up for expensive insurance, and fork over six figures for an expensive truck. CloudTrucks solves this problem by being a virtual carrier for independent truck drivers — via CloudTrucks, truck drivers can sublease an operating authority, get insured, and obtain financing at preferable terms to operate their own truck.

To support on-time deliveries for truck loads, CloudTrucks maintains SLAs for driver support, broker support, and fuel support. The product was growing faster than they could keep up with, and maintaining customer-facing SLAs requires scaling headcount faster than was feasible. Rather than increase operational headcount, they turned towards AI agents to support and maintain customer SLAs without incurring additional overhead on the business.

"Staffing becomes a problem because call volume doesn't change if someone is on vacation or on a medical leave."

Gustavo Diazgranados
Operations at CloudTrucks

The Solution

An army of human-like voice agents across sales, support, and customer success

CloudTrucks knew voice AI could help automate a lot of the operational burden, but who should they work with? CloudTrucks evaluated a range of voice agent partners across three areas:

1. Agentic performance: how much of the end-to-end outcomes could actually be contained within the voice agent?
2. Voice realism: how natural and human-like did the models sound?
3. Extensibility: how easily could they create voice agents

When CloudTrucks ran a bake-off across several vendors, Phonic stood out as the most differentiated solution:

1. Due to using a supervisor agent for function calls, Phonic had greater end-to-end agent performance than leading alternatives.
2. Phonic's models sounded more natural and life-like compared to the leading alternative.
3. Phonic offered deep integrations into GTM tooling stacks like Salesforce or Zendesk, which made it easy to build generic voice agents across use cases.

As CloudTrucks built, deployed, and iterated on agents with the Phonic platform, the agents quickly grew in complexity from a simple lead qualification agent into agents that handled the sales, support and customer success process on their own. Ultimately, over the course of one month, they were able to grow agent containment rate from 31% to 85%.

Within no time, voice agents were alongside humans in running the operations at CloudTrucks: sales voice agents would create leads, customer support agents could help find the right truckloads, and the driver support agents would help direct these truckloads to the right location. CloudTrucks was able to reduce missed calls, meet their customer-facing SLAs, and the humans could go on vacation again.

"We moved from having an army of human agents to having an army of voice agents. There’s a gulf of difference between a generic voice agent and an army of agents — we could only do this because Phonic's models sound so human-like."

Gustavo Diazgranados
Operations at CloudTrucks

The Outcome

3x increase in call completion rate, 20x faster sales outbound

Since adopting Phonic, CloudTrucks has seen:

1. Tripled call completion rate.
2. Improved driver SLAs by 25%.
3. 20x faster outbound outreach.
4. Cut cost by 40%.
5. Saved $2.2M from human support costs.

"Using Phonic helped our team to focus on the most important calls and most important situations that we need to handle for our customers."

Gustavo Diazgranados
Operations at CloudTrucks