Freight operator reduces driver wait time and eliminates bottlenecks with unified gate system
A strategic, user-centered architecture transformed a complex freight gate process into a scalable, driver-first digital experience.
About
Our client operates a freight network with extensive intermodal reach in the U.S. They connect major ports and serve key population and manufacturing centers.
Each year, the company moves over 7 million carloads ranging from agriculture to consumer goods and leads North America in shipping auto products and metals.
Scalable
modular Automated Gate System (AGS) architecture
Reduced
driver wait times and improved operational flow
Embedded
compliance and safety workflows for all yard operations
Challenge
The company sought to modernize the truck driver gate experience at their intermodal yards, which was hampered by manual processes, inconsistent workflows, and limited visibility. Drivers encountered unclear instructions and bottlenecks at entry, while staff dealt with error-prone credential checks and a lack of real-time operational insight.
The broader challenge was not simply to digitize the experience, but to design a cohesive strategy and technical architecture that could:
- Reduce wait times and operational friction
- Improve safety and compliance workflows
- Provide a consistent, driver-friendly experience across locations
- Integrate with legacy infrastructure and prepare for scalable implementation
Solution
The outcome of the engagement was a strategic, modular architecture for a driver-first Automated Gate System (AGS), including:
- A clear, scalable interaction model grounded in real-world user needs
- Defined system touchpoints and error-handling flows for operational resilience
- Integration points for hardware and backend infrastructure
- A scalable design framework suitable for rollout across multiple intermodal yards with minimal retraining
- Contingency planning for regulatory and safety-related workflows
This work laid the foundation for future implementation—providing the company with a comprehensive strategy and technical blueprint to modernize gate operations in a way that aligns with both user experience goals and enterprise system requirements.
Results
By implementing this strategy, the company can expect measurable improvements across operational and customer experience metrics:
- Reduced driver wait times and elimination of bottlenecks caused by manual processes.
- Streamlined safety and compliance workflows with fewer errors and delays.
- Consistent, driver-friendly experience across intermodal yards, creating a standardized process for all users.
- Seamless integration with legacy infrastructure, enabling phased adoption without disrupting ongoing operations.
- Future-proof foundation for scaling digital gate operations as technologies and business needs evolve.
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