Track & Trace

Track & Trace Process

Overview

This workflow monitors loads in transit with automated check-in communications to carriers and drivers.

Process Steps

1. Load Monitoring Initialization

• Activate tracking upon dispatch confirmation
• Set check-in schedule based on transit time
• Configure customer notification preferences

2. Scheduled Check-ins

• Initiate voice calls to driver at scheduled intervals
• Request current location and ETA
• Update tracking information in TMS
• Send automated updates to customer

3. Exception Handling

• Detect delays based on ETA variance
• Identify potential appointment conflicts
• Escalate service failures to operations
• Coordinate appointment reschedules when needed

4. Milestone Updates

• Confirm pickup arrival and departure
• Track border crossings for international loads
• Monitor delivery window compliance
• Log actual arrival vs scheduled times

5. Customer Communication

• Send proactive status updates at key milestones
• Respond to customer tracking inquiries
• Provide real-time ETA when requested

Check-in Schedule

• Short haul (<500 mi): Every 4 hours
• Medium haul (500-1000 mi): Every 6 hours
• Long haul (>1000 mi): Every 8 hours
• Last 50 miles: Every 30 minutes

Escalation Triggers

• Driver unreachable after 3 call attempts
• ETA variance exceeds 2 hours
• Weather or road conditions affecting route
• Driver reports mechanical issues