WEST CHESTER, PA — Trellist Inc. reduced customer service call volume by 30% for a national logistics, transportation and storage operator through a multistage artificial intelligence deployment that also generated a six-figure positive annual return and increased available software development capacity.
The West Chester-based professional services firm reported the results from an engagement involving customer service automation, software development workflows and the integration of previously disconnected business data.
The project illustrates how companies are applying AI across multiple operational functions rather than limiting the technology to individual tasks.
Trellist said the engagement produced a net positive annual financial return in the six figures while freeing 30% of the client’s development team capacity for other work.
The company did not identify the logistics operator but described the project as part of its AI-Powered Transformation practice.
The engagement began by integrating marketing, sales and operations data into a unified pipeline with real-time information feeds.
That integration allowed the client’s teams to monitor performance using current operational data rather than relying on separate information systems.
Trellist subsequently incorporated AI into software development and quality assurance processes, reducing the workload associated with those functions.
The changes recovered 30% of the development team’s capacity, according to the firm.
The final phase focused on customer service operations.
Trellist analyzed call-tracking information to identify recurring customer inquiries and developed an AI agent capable of resolving common issues through conversational interactions.
The system operates within the client’s existing customer service workflow and includes human review when automated handling is insufficient.
The resulting deployment reduced customer service call volume by 30%, according to Trellist.
Gavin Garrison, partner and account leader at Trellist, said the company evaluates which portions of complex business processes can be automated and where human intervention remains necessary.
“We load intelligence with a complex process and see how far it gets,” Garrison said. “The gaps show where a person needs to step in, or where it needs a new connection.”
The approach involves examining how work moves between departments, including marketing, sales, operations and customer service, to identify delays and opportunities for automation.
Trellist then determines whether AI can accelerate those transitions, change their sequence or eliminate unnecessary steps.
The firm develops custom Model Context Protocol servers to connect AI systems with enterprise applications and data sources.
Those integrations are designed to provide AI tools with controlled access to the information and software required to perform specific business functions.
Trellist also builds the supporting software infrastructure for deploying AI within existing enterprise environments, including Salesforce and Amazon Bedrock.
The company’s AI-Powered Transformation practice provides AI strategy, workflow modernization, custom integrations, autonomous agents and fractional AI teams.
Trellist said its engagements include transferring the resulting systems and operational capabilities to clients’ internal teams.
The logistics project provides a measurable example of the firm’s approach, combining customer service automation with changes to software development and cross-departmental data management.
For Trellist, the reported results support its expansion into enterprise AI implementation services focused on reducing operating costs and improving the use of existing personnel and technology resources.
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