Guide ยท Broker
Tracking that customers stop asking about
Customers keep emailing for status. How do we fix tracking?
Tracking fails on consent, not software. Get carriers tracking at assignment, feed it to the TMS and the customer portal, and let an agent chase the exceptions.
ASSUMEDWe assumed a brokerage or 3PL with a visibility provider contracted but under-used.
Your stack, as you described it
Where people are the glue
- Reps copy tracking into emails
- Check calls for the carriers that didn't accept tracking
Three ways through
- Use what you haveOften enough
Your TMS likely has a visibility integration already. Measure consent rate by carrier; the fix is often in the rate confirmation and who follows up.
- ConnectWhat we'd do
Visibility provider to TMS to portal, with a voice or text agent for the carriers that won't track, and alerts to the customer before they ask.
- BuildOnly if it's your edge
A branded tracking experience, if visibility is the product you sell. Some 3PLs and forwarders do.
What happens next
- We count consent rate and status-request emails per load.
- Connect is usually live in weeks because the formats exist.
- Run keeps the feed honest when carriers change ELDs.
Have a different stack? Ask the guide.
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