Chain

Kingsgate Logistics is a Cincinnati-area managed services freight brokerage specializing in retail and food-and-beverage logistics, handling dry van and reefer freight with a team structured around account managers overseeing carrier sales and customer service pods. Their entire value proposition is built on inbound freight visibility and tracking compliance — customers pay for it. As the business grew, maintaining that promise became the bottleneck. Tracking reps couldn't sustain consistent cadence across every load, and their previous solution, Trucker Tools, lacked the flexibility to get carriers reliably compliant. After deploying Chain's Autopilot configured with operations manager Nick Lisena's exact process, 84% of loads required zero human intervention. "It's already become integral," Lisena said. "It's going to scale with our business, and it scales affordably."

Problem

Kingsgate had built its business around a managed services model, promising customers full inbound freight visibility and consolidation. The tracking infrastructure underneath that promise couldn't keep up.

Kingsgate's previous tracking, the solution they had relied on for years, required either a direct ELD connection or driver adoption of a phone app. Both paths failed too often. Carriers who couldn't get compliant would send email updates instead, leaving the team manually piecing together visibility. On bad days, loads would go an entire day without a single check-in.

The tracking reps themselves weren't the problem. They were stretched across all accounts, not assigned to specific teams, and doing their best to keep up. But the nature of the work meant that corners got cut. Even well-trained reps, after their first six months on the job, would drift from the structured cadence they had been taught. There was no consistent enforcement, and the customers on the receiving end felt it.

"I try and be very structured and I just love being able to take the AI agent and... these are the things that we need to be saying every single time and the AI agent does it. When I trained my tracking reps, maybe the first six months they were here, they did it exactly how I had said. And then I mean, I don't fault them, they sometimes maybe cut corners because they are trying to move as quickly as they can." — Nick Lisena, Operations Manager

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Challenges

Carrier Compliance Was Inconsistently Achieved Getting drivers to download and use a phone app was a constant battle. Even carriers Kingsgate had worked with for years would struggle to complete the basic steps to connect their ELD to their tracking provider. The brokerage was asking for compliance but lacked enough flexible methods to actually get it.

Tracking Rep Capacity Couldn't Scale As Kingsgate grew its managed services accounts, its tracking team couldn't keep pace. Reps weren't assigned to specific teams, which meant coverage was uneven. Loads were going untouched on high-volume days, creating gaps that were invisible to the customer until something went wrong.

Manual Processes Didn't Enforce Consistency Even when tracking reps were properly trained, the cadence they maintained during their first months on the job would gradually break down. There was no mechanism to enforce the exact process, messaging, and timing Lisena wanted applied to every load, every time.

Solution

Chain replaced Kingsgate's previous tracking provider as the primary tracking infrastructure. Kingsgate deployed Autopilot, Chain's AI-driven check-call agent, configured with the exact cadence, language, and process Lisena had been trying to train his reps to follow manually. Carriers who had previously struggled with compliance were able to connect through EDI or API integrations instead, removing the burden from the driver entirely.

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Key Improvements

Consistent Cadence Across Every Load Autopilot executes the exact communication process Lisena designed, on every load, without variation. The structure he spent months training reps to follow is now enforced automatically, regardless of volume or rep bandwidth.

Carrier Compliance Through Multiple Tracking Methods Carriers who couldn't get compliant previouslyhave found a path forward with Chain, whether through ELD connections, EDI, API integrations, or other methods. Carriers that had been a persistent source of friction are now cooperating because the options fit how they actually operate.

Fraud Detection as an Unexpected Benefit Chain's VOIP and spoofing detection wasn't something Kingsgate initially purchased Chain for, but it has become a meaningful part of their day-to-day risk management — catching fraudulent activity that would previously have gone unnoticed.

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Impact

84% of loads required zero human intervention Before Chain, there were days when individual loads received zero check-ins. Now, 84% of loads move through the entire post-booking lifecycle without a person needing to step in. Over 93% of all carrier messages are handled by the AI agent, with exceptions surfacing on only about 13% of loads.

Team capacity expanded without adding headcount Within the first week of going live, an account manager told Lisena it felt like three or four tracking reps had been added to the team. The volume of touches being made on loads jumped immediately, without any increase in staffing.

The compliance gap between sold and delivered has closed Kingsgate had been selling a level of satellite tracking compliance it couldn't reliably hit. With Chain's multi-method tracking approach, they are now getting compliance from carriers they were previously unable to reach.

"It's already become integral. It's going to scale with our business, and it scales affordably." — Nick Lisena, Operations Manager

Expanding into third-party broker visibility Kingsgate is already working with Chain on workspace configurations that will allow them to track freight tendered to third-party brokers by ingesting external tracking links — extending visibility across their entire customer base, not just loads they broker directly.

84% of Loads, Zero Human Touches: How Kingsgate Logistics Scaled Tracking Compliance with Chain

84%

93%

Problem

Challenges

Solution

Key Improvements

Impact

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