The logistics industry often talks a big game about “visibility,” offering fancy tracking platforms and real-time GPS dots. But if you’re a shipper, you know the truth: visibility is worthless without transparency and proactive communication.
The dots don’t tell you why your shipment is stuck. The platform doesn’t tell you about a $400 lumper fee you didn’t budget for.
That communication crisis—the shock of a surprise fee or the panic of a ghosted update—is the number one reason shippers fire their freight brokers.
The Pain Point: Surprises That Cost You Customers
For shippers, transportation isn’t just an expense; it’s a direct reflection of your company’s promise to your customer.
Nothing derails that promise faster than unexpected, hidden costs, or being the last person to know about a delay.
The most common complaints we hear are about two things:
- Accessorial Charge Blindside: You agreed to a rate, but the final invoice includes “accessorial charges” like detention, truck ordered not used (TONU), or lumper fees that were never discussed, budgeted, or predicted.
- Communication Blackout: Your freight is moving, but if there’s a problem (a breakdown, a weather delay, or a routing issue), your broker is nowhere to be found, leaving you in the dark and scrambling to inform your own customers.
These surprises don’t just affect your bottom line; they erode trust and consume hours of your team’s time trying to reverse-engineer a situation that should have been managed proactively.
The Solution: Our 24/7/365 Unspoken Service Promise
At the core of our service, we have an Unspoken Promise: Our job is not merely to arrange transportation, but to eliminate the element of surprise.
While many brokers staff their operations only during standard business hours, we’ve invested in a dedicated Operations team that is fully staffed 24 hours a day, 7 days a week, 365 days a year.
This isn’t an answering service; it’s a proactive visibility team.
- If a driver hits an unexpected delay, we notify you first.
- If a facility requires a lumper, we negotiate it and confirm it with you.
- If a delivery appointment changes, we confirm the new details and adjust the schedule.
We treat potential disruptions as emergencies, solving them while they’re still small and manageable, so you never have to ask, “Where’s my truck?” or “Why is this invoice so high?”
Actionable Proof: Our Rate Integrity Pledge
Transparency starts with the quote. We believe in rate integrity, which means our quoted price is the price you pay, period.
Our Rate Integrity Pledge ensures complete financial clarity:
- 24-Hour Rate Guarantee: All spot quotes are guaranteed and held for 24 hours. The only exceptions that would ever change this rate are due to shipper-caused issues.
- Clear Accessorials UP FRONT: We explicitly detail all potential accessorial charges (such as Lumper fees, Detention rates, or Stop-off charges) in writing with your initial quote. You will know the exact cost parameters before the truck is booked.
- Exception List: The only reasons your final invoice would differ from the quote are if the freight’s dimensions or weight were misstated, or if a driver incurs unavoidable, shipper-side detention that exceeds the agreed-upon free time. In these rare cases, we alert you immediately.
We stand by our numbers because we believe a trusting partnership is always more profitable than a surprising invoice.