One year in and running routes across the Southwest, I hit a last-minute customs hold that would've blown my delivery window. AIT's customer service rep stayed on the phone with me for over an hour, walked through the paperwork step by step and the truck was cleared - they basically saved my week. Rep even answred texts at 9pm and didnt act like a bot, made me feel like someone actually cared.
...getting our TMS talking to theirs was surprisingly quick; a single onboarding rep took ownership, mapped our EDI fields overnight and we had live tracking within days. I run a 60-truck operation in the Southeast and that focused help cut the usual startup headaches. Minor billing code confusion popped up later, so four stars rather than five.
When my ocean container got rerouted to Newark and sat for two days last month, AIT's portal was the only thing that actually told me where it was. I'm an owner-operator with 12 years in the Midwest and after dealing with a local broker who only called when stuff broke, AIT's live tracking and proactive alerts meant I found out right when customs cleared it and dodged a detention fee. Not flawless - phone support took a day to respond - but that tracking alone reallly made the switch worth it.
The shipment visibility was useless - your portal showed “in transit” while my trailer sat in LA for 36 hours with no updates. I’ve run two trucks on the West Coast for 30 years and that tech failure cost me a day’s pay, a $350 detention charge, and endless time on hold with canned replies instead of real help.
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