Increase in tracing calls

[TRPM]

As a Carrier, we are seeing an increased volume on tracing calls from Brokers. What is really irritating, is when more than one person from the same Company calls requesting the same information. With our own Customers, it seems we hardly hear from them. We pick up and deliver as required.

Not sure what is going on. I know that wanting to know where the truck is each day (it seems at times, each moment) is something that Thrid Parties promote to their Customers. However, the individuals requesing this information (not their fault) have no geographic knowledge. As per their job requirement, they just have to show they called and note it in their order. Shipment could be off route and/or truck has multiple deliveries....but to the individual tracing the order, as long as something is noted, all is good.

Would welcome comments/discussion.

Thanks

 

[BPOVFB]

Just let the broker push you into downloading Macropoint/Four Kites/Project 44 and voila no tracing calls /s.
With that being said - I'm sure some brokers would appreciate timely responses from emails vs calls, If they have to write you 3 times for a simple update, then of course they are going to call. Be proactive with your tracing; start your day by telling your broker where you are, and less calls will be made. (been on both sides, understand the hassle)

 

[lowmiler88]

As to the multiple calls it could be because people are working from home and there is a disconnect on who should be calling, I notice that happens in email responses to our customers sometimes. But I guess it is better than no response.

 

[RAINDOG]

I for the most part try to email once loaded and keep any issues ahead of the tracing department to mitigate any interruptions later on. What is annoying is, sometimes when I do this, I still get a tracing call. "Damn it Chloe, just update the order!"

 

[Freight Broker]

This is why I like the tracking.. I can see from one minute to the next where the truck is.. and no one gets a call from me unless there's something obviously wrong. Moreover the customers themselves can view the tracking, so they don't bother me either. Love it..

 

[tasuinam]

I for the most part try to email once loaded and keep any issues ahead of the tracing department to mitigate any interruptions later on. What is annoying is, sometimes when I do this, I still get a tracing call. "Damn it Chloe, just update the order!"

Yup - I also tell them my driver will be driving at night so DO NOT CALL him during the day - the truck will not move is that is the case

 

[Freight Broker]

Some dispatchers tell me to call the driver directly and provide his/her phone number. I tell them no thanks as driver should only have one point of contact.. otherwise they're fielding calls from brokers, dispatchers, shippers, receivers, third parties, etc.. Especially when driver hasn't given permission to have his/her phone number given out. I don't blame them for being annoyed over that.

 

[loaders]

The only time a driver should give out his cell phone number is when doing so enhances his delivery or pickup. If being able to communicate directly with a shipper or receiver in a unique, one-of situation makes the drivers job a bit easier, then yes, do it, otherwise talk to his/her dispatcher. The adoption of automated emails from the carrier, describing the status of an order has made the broker/customer's job easier, however until everyone is on some sort of on line platform, tracing calls will still be necessary.