Keelson · Work
Cascade Freight Network
Cut carrier-claims cycle time from 21 days to 6, freeing half a claims desk for growth work.
The challenge
What the operator was carrying.
Cascade was processing roughly 350 short-haul loss-and-damage claims a month across nine terminals, and each claim touched four people and three spreadsheets before it left the queue. Average cycle time had drifted past three weeks, customer escalations were climbing, and the team was hiring reviewers instead of fixing the workflow.
The approach
Audit. Build. Handoff.
A two-week audit named claims cycle time as the locked metric and isolated the three handoffs that were driving the lag: intake OCR, liability classification, and settlement recommendation. The 90-day build replaced those three handoffs with one operator-in-the-loop pipeline that drafted, ranked, and routed claims with the adjuster approving only the exceptions.
The outcomes
The numbers the quote was locked against.
Every metric below was taken from the customer's own Monday dashboard — not from an internal Keelson chart.
Claims cycle time
Down from a 21-day baseline, measured on the same Monday dashboard.
Adjuster hours reclaimed
Across a team of four, redirected to proactive carrier scorecards.
Customer escalation rate
Tracked over the eight weeks following the build, vs. prior year baseline.
From the operator
“We stopped hiring reviewers and started running the queue we already had. That shift is worth more than the headcount we did not add.”
Cascade Freight Network
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