Great Lakes Transport increases efficiency and automates check calls with Chain

Great Lakes Transport needed to scale quickly while managing complex customer requirements, but manual check calls and fragmented systems caused bottlenecks, inefficiencies, and low tracking compliance. After adopting Chaine’s AI-powered visibility solution, they automated tracking, centralized communication, and boosted compliance from 56% to 90%. This led to an 85% reduction in manual check calls, 15+ hours saved per week per team member, and streamlined operations that improved service and scalability without adding headcount.

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85%

Reduction in manual check calls

90%

Tracking compliance

Headquarters
Buffalo, NY
Employees
35
Operations Type
Freight Brokerage
TMS
Revenova
TABLE OF CONTENTS

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At Great Lakes Transport, success is built on reliability and strong relationships. As a 3PL based in Buffalo, New York, they provide customized logistics solutions with a focus on proactive problem-solving and seamless customer service. Their team manages complex transportation needs while treating every client like their only client. But as their customer base grew and shipment requirements became more detailed, manual processes and fragmented systems started to slow them down. To continue delivering the high level of service they’re known for, Great Lakes needed a way to streamline operations, improve tracking, and reduce the time spent on repetitive tasks.

Problem

Great Lakes Transport’s reliance on manual tracking processes resulted in operational inefficiencies and difficulty scaling:

  • Customer-specific instructions create bottlenecks: Customer’s specific requirements that needed to be communicated to drivers at pickup resulted in staff spending hours relaying these instructions manually.
  • Fragmented systems: Great Lakes Transport relied on Revenova for their TMS, Ring Central for driver communication, and email for dispatcher updates. With critical communication spread across multiple platforms, data silos and manual processes caused frequent errors in shipment status reporting.
  • Low Tracking Compliance: Their existing visibility vendor was only able to track 56% of loads, leaving significant gaps in shipment visibility.

Challenges

As Great Lakes Transport aimed to scale operations, they faced mounting inefficiencies that impacted customer satisfaction. They needed a solution to:

  • Automatically communicate customer-specific pickup requirements to drivers.
  • Centralize carrier communication.
  • Boost tracking compliance across all loads.

Solution

After evaluating several options, Great Lakes Transport partnered with Chain to automate their shipment tracking and streamline communication processes. Chaine’s AI-powered visibility solution allowed Great Lakes to centralize carrier communications, automate customer-specific pickup instructions, and significantly improve tracking compliance. By integrating Chain into their existing systems, Great Lakes was able to reduce manual check calls, eliminate errors caused by fragmented processes, and free up their operations team to focus on strategic growth initiatives.

“Chain helped us simplify our operations and focus on what matters most—building relationships with our customers and carriers,” said Eric Schnirel, President atGreat Lakes Transport.

Key Improvements

  1. ‍Time Savings: Chain automated customer-specific SOPs, reducing daily workloads and freeing operations staff to focus on strategic tasks like carrier management and customer service.‍
  2. Improved Service: Automated visibility and centralized carrier updates ensures accurate and timely updates for customers, reducing errors, and building trust.‍
  3. Scalable Operations: By automating repetitive tasks and streamlining workflows, Great Lakes Transport increased operational capacity by 20% without needing to expand their team.

Impact

85% Reduction in Manual Check Calls

‍Chain’s automation ensured that brokers could focus on strategic growth while keeping customers informed.


15+ Hours Saved Weekly

‍Each operations team member reallocated hours previously spent on calls to building carrier relationships and increasing customer satisfaction.


90% Tracking Compliance

‍With compliance handled automatically by the Chain platform, Great Lakes Transport achieved 90% tracking compliance.

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