How Control Call Automation Saved Time for Eldon Frieghtways Dispatchers

Trucking has long been an accessible industry, but it’s a mixed blessing.

While a lower barrier to entry gives more people a chance to succeed, it also means businesses need to go above and beyond to win and retain customers. The more trucks and drivers a company adds, the higher the standards of customers become.

However, obtaining customer approval is not limited to on-time delivery. Communication and the ability to solve problems are the foundation of carrier-customer trust.

“Customer satisfaction is high no matter what industry you’re in,” said Christopher Webery, president of Missouri-based Eldon Freightways. “One of our clients emails us a scorecard of how well we did for the week. In addition to punctuality, we are also scored on communication.”

Eldon Freightways, a full dry van carrier that primarily serves automotive suppliers, analyzed its shipping and communication processes and found an opportunity for optimization. She was looking for automation as a solution to streamline her communications.

After adopting Ditat, a comprehensive TMS provider that aims to automate logistics and improve business performance, Eldon Freightways was able to rebuild the way it communicated important load updates. In doing so, he minimized dispatcher intervention.

“The way check calls were handled, the drivers had no way of doing it on their end,” said Aaron Hees, operations manager at Eldon Freightways. “It was something we had to do in the office, which led to EDI [electronic data interchange] problems because we are not a 24 hour office here. We are available after hours for emergencies. But with Ditat’s solution, it really allowed us to operate 24/7 without having to have someone physically on site.

Instead of drivers providing the office with the delivery status of the load, which would then have been passed on to customers, drivers now notify customers directly through Ditat. They simply “push the green button” on their mobile app to communicate important updates such as pickup or load delivery.

With Ditat, dispatchers can also set parameters to check call responses, such as whether a driver is within a certain GPS limit or the hours they have left to work.

Traditionally, a dispatcher’s day is fast as he is at the center of communication between drivers, brokers and customers. Their attention is torn between scheduling loads with drivers based on need and availability, resolving issues as they arise, and relaying important driver and load status updates to clients.

Removing constant plate check calls from dispatchers saves them time and alleviates stress, giving them space to focus on more complex matters.

“When we started here, probably 75% of my day was answering emails and phone calls asking for updates,” said Eldon Freightways dispatcher Drew Koerner. “Now that all of this is sent directly from drivers to customers, it gives me a lot more time to deal with scheduling and other issues that arise.”

Automation enables frictionless communication with customers, allowing carriers to deliver a level of service that customers will remember for its ease.

“We’re counting pennies, not dollars anymore,” said Eric Williams, sales director at Ditat. “If you don’t have the ability to keep a small staff, if you don’t have the ability to have good communication with your drivers, your customers and to do all of this seamlessly, without mistakes or mistakes, then you’re going to get kicked out pretty quickly by customers and you won’t get the deal.There are so many opportunities in trucking, but at the same time, you still have to stand out.

To learn more about Ditat’s solutions, click here.

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