Sage Freight moves the goods that stock your shelves
With every call built into the software its team runs on, from Franklin, Tennessee to Lahore, Pakistan.
- IT & development
- Mobile teams
SAGE FREIGHT
Freight and logistics
IT, sales, customer service, and customer success
Twilio, Salesforce, carrier management system
Moving the things people depend on, one conversation at a time
Sage Freight is a third-party logistics brokerage that helps businesses move everything from groceries and bottled water to electronics and appliances. With approximately 260 employees across Tennessee, Texas, and Pakistan, the company connects shippers with carriers to keep freight moving across the country.
Every shipment depends on communication. Customer representatives coordinate with shippers, carrier representatives negotiate with trucking companies, and operations teams keep deliveries on track.
But Sage Freight isn't a typical logistics company. Their technology team led by Senior Director of IT, Patrick Jones and Senior Software Architect, Jason Gray, builds its own software to help employees work smarter, move faster, and make better decisions.
"What we attempt to do is empower our team members through technology, to help their job become easier and better, so they can be more efficient."
Patrick Jones, Senior Director of IT, Sage Freight
Where every shipment starts
At Sage Freight, the phone isn't just a way to communicate. It's how business gets done.
Every day, teams connect shippers with carriers, negotiate rates, coordinate pickups, and keep freight moving across the country. Behind every shipment are countless conversations, and the speed and efficiency of those conversations directly impact the business.
Patrick and Jason saw an opportunity to make those interactions smarter.
With deep experience building technology for the logistics industry, they envisioned a phone system that worked as an extension of Sage Freight's own software. One that could recognize who's calling, automatically route conversations to the right people, and put relevant customer and carrier information at employees' fingertips.
They weren't looking for a better way to make calls. They wanted to turn every call into an opportunity to work faster, make better decisions, and deliver better service.
"Our whole business revolves around phones. One of the mantras of our business is always transaction time. How do we make each transaction more efficient?"
Jason Gray, Senior Software Architect, Sage Freight
Before & After Spoke
Before spoke
- Reliable calling, but limited access to call events and data
- Limited flexibility to move calls between busy teams
- Caller information lived across separate business systems
- Communications integrations were difficult to customize
After spoke
- APIs and webhooks make call activity available to Sage Freight's own applications
- Custom phone trees and overflow routing direct calls to the teams that can answer
- Insight cards surface carrier information and Salesforce context within the calling experience
- Build and adapt workflows as its applications and business needs change
- The right information, at the right moment. Custom insight cards surface carrier details and Salesforce records when calls come in, while intelligent routing connects callers to the appropriate team.
- Communications built into business workflows. APIs and webhooks give Sage Freight access to call events and data, laying the groundwork for real-time visibility across its operations.
- More answered sales calls. Automatically dialing from Sage-owned local numbers helps outbound reps reach more prospects, with return calls routed back to the sales team.
How it happened
Spoke gave Sage Freight the best of both worlds: a complete business communications platform built on Twilio, with the APIs and webhooks to make it their own.
Working closely with Spoke, Sage Freight migrated approximately 100 phone numbers and built call flows to support its teams. The transition was carefully planned, with training and technical guidance that helped the company migrate its operations from RingCentral into Spoke smoothly.
From there, Sage Freight began connecting communications to its business systems.
Today, incoming carrier calls can be identified and routed to the appropriate team, with carrier information displayed before the conversation begins. Sales representatives can see Salesforce information alongside their calls. And outbound sales calls automatically use Sage-owned local numbers, helping more prospects answer while keeping callbacks connected to the right team member.
As Sage Freight has changed CRM systems and introduced new workflows, Spoke has been the technology partner that could keep pace with their evolution.
“We consider Spoke an extension of our team. We had things we wanted to try, and Spoke had ideas of their own. There was a lot of collaboration around what we wanted to accomplish and what was possible.”
Jason Gray, Senior Software Architect, Sage Freight
What comes next
Sage Freight's vision has always extended beyond phone calls. As the company develops its own transportation management software, it's preparing to bring live call activity directly into its freight-matching workflows.
Soon, representatives across offices will be able to see which carriers their colleagues are contacting, avoid duplicate outreach, and track offers as conversations happen.
For a company where every shipment involves dozens of decisions and conversations, that visibility has the potential to make a meaningful difference.
"It's almost like a switchboard. It all lights up, and we can see who's talking and the outcome. That is where having API access to your phone system really makes a difference in efficiency."
Jason Gray, Senior Software Architect, Sage Freight
Sage Freight knows how to move freight, and its technology team knows how to build the tools that make it happen. With Spoke providing the reliable communications foundation, they can focus on what they do best: finding smarter ways to keep business moving.
Talk to someone who can show you exactly how Spoke works in your business — no generic demo.
SAGE FREIGHT
Freight and logistics
IT, sales, customer service, and customer success
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If we have things we want to try, implement, or build into a new feature, those things have become faster for us because of the relationship we have.
Talk to someone who can show you what full visibility actually looks like for your team.
