A 40-person regional freight brokerage was drowning in coordination. Every load meant a chain of emails between shippers, carriers and the back office — and a person copying details from one system into another.
The challenge
Load details arrived by email in a dozen formats. Dispatchers re-keyed them into the TMS, then manually chased carriers for rate confirmations and proof-of-delivery documents. Nothing was lost exactly — it was just slow, and it scaled linearly with headcount.
What we built
An operations agent wired directly into their shared inbox and TMS. It reads inbound load emails, extracts the structured fields, creates the load record, and sends the rate confirmation automatically. When a document is missing, it follows up with the carrier on a schedule and escalates to a human only when a reply needs judgement.
- Email intake and field extraction into the TMS
- Automated rate-confirmation and POD chase-ups
- Human review kept for exceptions and edge cases
The result
Manual handoffs dropped by about 70%, freeing roughly three full days of dispatcher time each week. Rate confirmations that used to take hours now go out in minutes, and nothing falls through the cracks because the chase-ups never forget.
It feels like we hired two people who never sleep and never miss a follow-up.