Case Study: PITT OHIO reclaims 95% of CSR time and eliminates routine B2B portal costs with Tungsten Automation

PITT OHIO Grows Premier Service Program by Automating Routine Customer Service Processes

PITT OHIO, a Mid‑Atlantic and Midwest less‑than‑truckload and supply‑chain provider, faced a costly manual burden: CSRs were re‑keying shipment details across more than 70 different B2B partner portals and using paper‑based tracking to meet two‑hour SLAs, which made the premium service unscalable and prone to transcription errors.

Using Kofax RPA to read incoming emails, enter scheduling details, capture pick‑up times and post updates to shipper portals (including GPS status), PITT OHIO automated 100% of routine customer‑service tasks. The result: 90–95% of a CSR’s time reclaimed for higher‑value work, a 95% reduction in manual effort, 100% elimination of routine portal update costs and zero transcription errors, enabling expansion of the premium service and other process improvements.

PITT OHIO

Darren Klaum

Director of Business Systems