# Breakdown & maintenance automation case study | Moneiva

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Case Study

# Top 5 U.S. Truckload Carrier

Breakdown Intake & Maintenance Scheduling Automation at Scale

  Transportation & Logistics  Enterprise  AI Voice Agents  Inbound + Outbound

A top-five U.S. truckload carrier operates one of the largest commercial fleets in the country. When drivers face a breakdown at 2am, or a maintenance appointment goes unconfirmed, the costs are immediate. Hundreds of inbound breakdown calls and 700+ outbound appointment calls per week at peak were unsustainable for human agents alone.

     80-89%
 Breakdown cases opened automatically

  1,000+
 Inbound calls handled per week

  700+
 Outbound appt calls managed weekly

  $2M+
 Value generated in cost savings

The Challenge

The carrier's teams managed two high-pressure workflows simultaneously - stressed drivers calling in emergencies from noisy roadways, and proactive outbound scheduling to confirm maintenance appointments before drivers arrived at the shop. Both demanded empathy, accuracy, and consistency at a scale human agents couldn't reliably deliver.

Inbound: Breakdown Intake

- - Handles 18+ distinct breakdown scenarios with scenario-specific follow-up logic
- - Captures complex structured data: tire position, reefer temps, derate duration
- - Calm tone built for accents, fragmented speech, and loud road noise
- - Routes autonomously or transfers to live rep for safety-critical situations

The Solution

Moneiva built and deployed Jordan - an AI-powered voice agent purpose-built for the carrier's two most demanding communications workflows. Jordan operates 24/7 with deep TMS integration, deterministic logic, and real-time escalation paths.

Outbound: Appointment Verification

- - Verifies driver identity before sharing appointment details
- - Confirms date, time, location from live scheduling data
- - Surfaces additional repair items before shop arrival
- - Passes issues to transportation manager automatically
- - Completes most calls in under 2 minutes

Results

   856+
 Hours saved on breakdown intake

  697+
 Hours saved on maintenance scheduling

  35-50%
 Of appointments surfaced additional repair items

  45%
 Reduction in time a driver waits for help

> "Jordan handles our most demanding, always-on workflows. We have reduced the time a driver gets help by 45%. Breakdowns get resolved immediately, appointments get confirmed proactively, and our team stays focused on situations that truly need a human touch." - Top 5 U.S. Truckload Carrier

Driver Experience

## Built for the most demanding conditions

Jordan maintains a calm, empathetic tone even when drivers are frustrated or distressed. Drivers consistently complete calls quickly, with clear next steps and an immediate text confirmation with case details and ETA updates.

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Source: https://www.moneiva.com/case-studies/top-carrier-breakdown