In the fast-paced world of freight brokerage, time is our most valuable resource. Every minute spent on repetitive tasks, such as making check calls or collecting freight-related documents, is a minute that could be better utilized elsewhere. As the industry continues to evolve, so does the need for more efficient ways to manage these essential, yet time-consuming, tasks. This is where automation comes in.

Automation isn’t just a trend; it’s a transformative force that has the potential to drastically improve operational efficiency in freight brokerage. By automating routine activities like check calls and the collection of documents like Proof of Delivery (PODs), brokers can free up time, reduce errors, and ultimately deliver better service to their clients. Here’s how.

The Challenge: Time-Consuming, Repetitive Outreach and Document Collection

Check Calls: In traditional freight brokerage operations, track and trace teams spend a significant portion of their day making check calls - sometimes 50%. These calls are essential for ensuring that shipments are on track, but they can be incredibly repetitive and labor-intensive. Each check call typically involves contacting carriers to confirm the status of a shipment (sometimes waiting for them to reach out to the drivers themselves for an update), updating systems, and communicating any issues to customers. When multiplied by dozens or even hundreds of shipments per day, the time spent on these calls quickly adds up.

Document Collection: Similarly, the collection of freight-related documents, such as PODs and BOLs, is another manual process that can consume substantial amounts of time. Brokers often have to chase down carriers for these documents, which are critical for invoicing and record-keeping. This process usually involves multiple phone calls or emails, followed by manual data entry into various systems.

Both of these tasks, while necessary, are prone to delays, errors, and inefficiencies. They take valuable time away from more strategic activities like business development, customer relationship management, and problem-solving.

The Solution: Automating Outreach and Document Collection

1. Automating Location Updates

Automating check calls can dramatically reduce the time and effort required to track shipments. With the right technology, brokers can automatically receive real-time updates on the status of their shipments, eliminating the need for manual check-ins. Here’s how it works:

• GPS Tracking Integrations: By leveraging GPS tracking that’s directly integrated into carriers’ systems, brokers can automatically receive updates on a shipment’s location, estimated time of arrival (ETA), and any potential delays. This eliminates the need for constant check calls, as all the necessary information is available at a glance.

• Identify Tracking Gaps: Even when automated tracking fails, tools like Track and Trace Technology quickly identify loads with tracking gaps—often caused by missing or incorrect information, such as truck, trailer, or driver phone number—so you can resolve them fast and keep your automation on track for the rest of the journey.

2. Automating Driver & Carrier Outreach

Sometimes there’s no substitution for a text message or an email - but that doesn’t mean your team needs to spend their time writing and sending them.

• Milestone Alerting: Using tools like Track and Trace Technology, you can send automated texts and emails to carriers and customers when a shipment reaches key milestones or encounters delays. This ensures that everyone is kept informed without the need for manual intervention.

• Resolving Issues: When you notice there’s a tracking gap, your team follows the same process to resolve it every time: Reach out to the carrier, get the updated tracking info, and add it to the load. So why can’t you automate the actions of sending the message, reading the information, and updating your system with those details? With software like Track and Trace Technology that leverages cutting-edge tools to read and interpret information in texts and emails, you can.

• Frequently Sent Messages: Some information needs to be sent regularly to drivers and carriers, such as load security reminders, theft prevention guidance, or freight-specific information. Leverage outreach automation tools to eliminate these repetitive actions.

3. Automating Document Collection

Automation simplifies the process of collecting freight-related documents, making it more efficient and less prone to errors.

• Digital Document Management: Instead of manually calling, texting, or emailing drivers and carriers to request documents, brokers can use digital platforms that automatically send requests to drivers as soon as a delivery is made. These platforms can also automatically collect and store the documents, ensuring they are readily available to internal and external stakeholders when needed.

• Automated Reminders: Automated systems can be programmed to send reminders to carriers if documents are not received within a specified timeframe. This reduces the need for brokers to follow up manually, saving time and reducing the risk of delays in invoicing.

The Benefits: Enhanced Efficiency and Improved Service

The benefits of automating check calls, outreach, and document collection go beyond just saving time. By implementing these technologies, freight brokers can achieve a range of operational improvements:

• Increased Productivity: Automation frees up time for track and trace teams to focus on higher-value tasks, such as problem-solving and customer engagement, rather than being bogged down by repetitive calls and document requests.

• Reduced Issues & Errors: Automation quickly finds and resolves issues with minimal manual input, often fixing the problem before a human could identify and escalate it. Automation also minimizes the risk of human error, particularly in data entry and communication. This leads to more accurate information and fewer discrepancies in records and invoices.

• Faster Response Times: With real-time updates and automated alerts, brokers can respond to issues faster, reducing the impact of delays and enhancing customer satisfaction.

• Better Customer Experience: Automation allows brokers to provide more timely and accurate information to their customers, improving transparency and trust. Customers appreciate being kept in the loop without having to chase down updates themselves.

• Cost Savings: By reducing the manual workload, brokers can operate more efficiently, potentially lowering operational costs. Additionally, faster invoicing and fewer errors can lead to quicker payments and improved cash flow.

Conclusion: Embracing Automation for a Competitive Edge

In freight brokerage, every advantage counts. By automating tasks like check calls and document collection, brokers can not only improve their operational efficiency but also enhance the overall customer experience. As the industry continues to evolve, those who embrace automation will be better positioned to stay ahead of the curve, delivering superior service while optimizing their internal processes.

If you haven’t yet explored automation for your brokerage, now is the time to start. The benefits are clear, and the tools are more accessible than ever. By making the switch, you’ll not only save time and reduce errors but also empower your team to focus on what truly matters—growing your business and delighting your customers.