Support is unpredictable - sometimes a rep jumps on a last-minute reroute and saves the day, other times we’re stuck in slow email limbo. I run 80 trucks on the West Coast and after seven years with Kenco I’m genuinely torn: individual people have been fantastic, but the inconsistency in follow-through makes planning a headache.
I've used Kenco for five years. Their customer support staff are courteous and usually prompt to acknowledge issues, but when a true escalation is required the followthru slows dramatically and cases sometmes sit without clear ownership, which is frustrating. I manage 15 trucks in the Southeast so that inconsistency directly affects dispatching; I'm genuinely torn because the reps try hard yet suppport tickets can vanish into a backlog.
The mobile app's real-time ETA updates are what I liked most - they let me spot cascading delays before drivers even call in. It has cut down on radio traffic and simplified dispatch decisions; managing 60 trucks across the Southeast, those minute-by-minute adjustments save time and fuel. Sync hiccups in low-signal areas and limited bulk-editing keep it from being perfect, but it performs very well for day-to-day operations.
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