How it works
From the first conversation to a person working your desk, usually inside three weeks.
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A conversation about what is actually breaking
Not a sales call. Twenty minutes on what is falling through the cracks, what hours are unstaffed, and what you have already tried. If a dedicated seat is the wrong answer we will say so, and if a single service fixes it more cheaply we will say that too.
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A written scope
What is covered, what hours, what is explicitly not covered, what decisions stay with you, and what it costs. One page. Nothing starts until you have read it and agreed with it.
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You meet the person
We introduce your named primary and your named backup before they start work. You should know who is on your account and be comfortable with them.
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Access, in your accounts
A user on your TMS. A mailbox on your domain. A named user on your load board subscription. Everything happens inside accounts you own and can see, which is also what makes leaving straightforward if it comes to that.
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Two weeks of shadowing
Your person works alongside your existing process rather than replacing it. They learn your brokers, your lanes, your receivers and your drivers. You correct things while the stakes are low.
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The rule set gets written down
Rate floors. Escalation thresholds. What wakes you at night and what does not. Check call intervals. How much authority the desk has and where it stops. This document is the thing that makes the arrangement work, and it is yours to change at any time.
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Live, with a handover every shift
Your person runs the desk. Every covered shift ends with a written handover. You see what happened without asking.
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A monthly review you did not have to request
What worked, what did not, anything in the coverage standard we failed to meet, and what changes for next month.
And if it is not working
Tell us in the monthly review, or before it. Most problems in the first two months are scope problems rather than people problems, and they are usually fixed by writing something down that was assumed.
If it is genuinely not working, you should be able to stop without a fight. Your accounts are yours, your relationships are in your name, and there is nothing of yours for us to hold. That is deliberate.
Tell us what is falling through the cracks
A short call is enough to work out whether a dedicated seat, a shared seat or a single service is the right shape. No commitment, no pressure, and we will say so if we are not the right fit.