CARRIER OFFERS THE CHALLENGE Account Managers and Carrier

CARRIER OFFERS

THE CHALLENGE • Account Managers and Carrier Reps were not effectively communicating regarding activity on shipments. • Management had no visibility to measure performance or effort.

ACCOUNT MANAGER – “I AM NOT SEEING ANY OPTIONS ON MY LOADS!!!!” Boss - Always resolving conflict This Photo by Unknown Author is licensed under CC BY FRUSTRATION CARRIER SALES REP – “I AM WORKING ON IT – TRUST ME. ”

SIMPLE POD ORG STRUCTURE 7 Locations Plus Truck Line Account Managers Director of Operations Carrier Sales Reps Track N Trace

THE “BEFORE” PROCESS • Account Manager Enters Shipments into TMS • Carrier Reps see Shipments on Load Board • Carrier Rep “Prioritizes” Shipments – Based Largely on Potential Profit to them • Email Exchanges or Phone Calls Between Carrier Rep and AM for Offers • AM Accepts Offer

AM’S FRUSTRATIONS • All communication was through email or phones. • Is anybody working on this load ? • I'm not getting any options. • Are we even making phone calls. • I guess nobody wants to work on my freight. • Nobody is giving me any feedback. • No historical data captured to provide feedback to the customer. • No metrics to monitor effort. • No pricing information for future spot shipments.

CARRIER REP’S FRUSTRATIONS • We ARE working on the loads!! • We are not getting any offers. • Why are you blaming me for your cheap freight. • How much effort is enough? • No one can see how hard we have worked on this.

MANAGEMENT’S FRUSTRATIONS • We have no visibility of CR’s effort. • Who is right – the AM or CR? ? ? • No visibility regarding offers made on shipments – how far are we off on pricing. • No metrics established to analyze effort.

CARRIER OFFER SCREEN • When a carrier offer is entered the information is stored with rates if applicable and a timestamp as to when the offer was recorded. • Target rate is entered by the AM. • This information is available to anyone with access to the TMS by clicking on the carrier offer feature. • The offer information can be accessed in available, covered and voided loads when searching historical data. • Money offers are sent via rapid alert to the AM – no delay. No need to type an email – standard format.

UTILIZING CARRIER OFFERS • Analyzing the information: • Is this a lane that works well for our company? • Do we need more money in this lane? • Do we need to source better carriers? • Should we offer a cost plus option to the customer? • Are we actually reaching out to enough carriers ?

SINCE CARRIER OFFERS • Account managers have full visibility on all their freight. • System sends a Rapid Alert to AM for any $ offers. • Metrics established for reasonable effort – Minimum # of calls/contacts. • Everyone can see how many carriers are being called. • They can see all dollar offers made by carriers on every load. • They have feedback they can provide to their customer with real info. • They can monitor lane pricing trends. • They can offer cost plus options to customers on hard to cover freight. • Account managers and broker are building trust in each other.

EVERYBODY’S HAPPY! Account Manager – “I can see everything!!” Carrier Reps – “Account managers see that we actually work. ” “LIFE IS GOOD!” This Photo by Unknown Author is licensed under CC BY-SA

QUESTIONS ?