Track and trace
Your customer hears about the delay from you, before they hear about it from their receiver.
Track and trace is a low-skill job that quietly decides whether a brokerage keeps an account. Nobody gives you credit for a load that arrived on time and was reported accurately. Everybody remembers the one where the customer found out it was late by calling you.
It is also a job that needs doing at hours when most offices are closed, which is why so much of it happens badly.
What is included
- Check calls at intervals you set, by phone, ELD portal or tracking platform
- Proactive customer notification the moment an ETA moves
- Appointment confirmation and rescheduling with receivers
- Exception escalation against a written rule set
- Dwell and detention timestamping for later billing
- End-of-shift status summary across every load in transit
The rule set matters more than the calling
Anybody can make a check call. The value is in knowing what to do with the answer.
Before we start, we agree a written rule set with you. How far behind schedule triggers a customer notification. Which accounts get called rather than emailed. Which delays you want to hear about personally and at what hour. What happens when a driver does not answer three attempts.
That document is what turns tracking from an activity into coverage, and it is the thing most tracking arrangements never write down.
Timestamps you can bill from
A tracking desk is also a documentation desk. Arrival time, gate time, dock time, departure time, captured as they happen rather than reconstructed later. Those timestamps are what make a detention claim survive a challenge, which is why tracking pays for itself even before you count the customer retention.
Overnight is the shift that matters
Loads run overnight and receivers open early. A load that went wrong at two in the morning and was first noticed at eight thirty is a service failure. The same load noticed at two and communicated at two thirty is an inconvenience.
See after-hours dispatch for how the overnight shift is staffed.
Common questions
Questions we get asked
Do you call our drivers or use tracking software?
Whichever you use. ELD portal, a tracking platform, or a phone call to the driver. Most accounts are a mix, with calls reserved for the loads where the electronic data is missing or does not look right.
Will you contact our customers directly?
Only if you want us to, and only within a script and rule set you approve. Some brokerages want us invisible and reporting internally. Others want us speaking to the customer as their team. Both work.
What hours do you cover?
Up to twenty-four hours a day, seven days a week. Overnight and weekend coverage is where most of the demand sits.
Other services
Freight sales desk
Outbound calling, shipper prospecting, carrier sales and lead qualification. The calls that never happen because everybody is busy moving freight.
Read moreAfter-hours dispatch
Overnight and weekend coverage. Breakdowns handled, check calls made, boards worked, and a written handover waiting when your office opens.
Read moreCarrier onboarding and vetting
Carrier packets processed, authority and insurance verified, safety records checked and monitored, with a written file on every carrier you use.
Read moreTell 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.