Copy the milestones and rules, then fill in the brackets.
Purpose
Every load has a known status at all times. Customer service, dispatch and the customer read it from the load record, not from a call to the driver.
The seven milestones
1. En Route: the driver has left for pickup. Triggers: the shipper gets an ETA if they asked for one.
2. Arrived Pickup: the driver is at the shipper. Triggers: the dwell clock starts.
3. Loaded: freight is on and the paperwork is signed. Triggers: the dwell clock stops; the BOL photo goes into the load record.
4. Departed: the truck has left the shipper. Triggers: the consignee gets a delivery ETA.
5. Arrived Delivery: the driver is at the consignee. Triggers: the dwell clock starts again.
6. Delivered: freight is off and the POD is signed. Triggers: the dwell clock stops; the POD goes into the load record; billing is told the load is ready to invoice.
7. Exception: anything that puts the plan at risk. Triggers: the exception rules below.
How drivers send them
One tap or one message per milestone in [your app, ELD or text format], with the load number.
If a milestone is missed, dispatch sends one reminder after [30] minutes. Drivers are not called for routine status.
Exception rules
Running late: ETA slips by more than [30] minutes. [Customer service] tells the customer within [15] minutes, with a new ETA.
Long wait: dwell passes [2] hours at any stop. [Dispatch] is told; [account manager] is told so detention can be billed.
Refused or short: freight refused, damaged or short. The driver sends photos; [dispatch] and [account manager] are told at once.
Breakdown or accident: the driver calls [on-call number] first. [Dispatch] decides on recovery and tells the customer within [30] minutes.
No signal: no milestone for [2] hours on an active load. [Dispatch] checks the location and calls the driver once.
Who is told
Customer: Departed ETA, every late ETA, and Delivered.
Customer service: every exception, as it happens.
Billing: Delivered with POD, and every dwell over [2] hours.
[Operations manager]: a daily list of exceptions by customer and by site, every [morning].