Case · US trucking dispatch
One console. 400+ routes. No second sheet.
A dispatch CRM rebuilt around bulk work, SLA on the row, and supervisor overrides that are audited, for a US trucking desk that had outgrown the TMS plus spreadsheet.
- #4822ATL → CLT9m SLA
- #4821DAL → PHX42m SLA
- #4823CHI → DET6m SLA
Illustrative reconstruction · no client data shown
Load complexity
Every lane is a row. Every row had a twin in a spreadsheet.
Shadow sessions in three hubs. Exception logs. SLA mapping across 400+ daily routes. The desk was already working the board, just not in the TMS they were supposed to trust.
- #4822ATL → CLTOn
- #4824LAX → LASOn
- #4826DEN → SLCOn
- #4821DAL → PHX42m
- #4825SEA → PDX51m
Workflow
Assignment is one event. SLA sits on the row.
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01 · Bulk
Multi-select, one approval, one audit trail
Assignment stopped being a per-row click. Forty loads become a single event the supervisor can stand behind.
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02 · SLA
Breach risk before the customer calls
Burndown surfaces which loads are trending late, so the queue is worked by urgency, not arrival order.
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03 · Override
Supervisor actions are audited
Overrides exist. They are not silent. The floor can move, and leadership can see who moved it.
- #4826DEN → SLC4m
- #4823CHI → DET6m
- #4822ATL → CLT9m
- #4826DEN → SLC4m
- #4823CHI → DET6m
- #4822ATL → CLT9m
- #4824LAX → LAS18m
- #4821DAL → PHX42m
- #4825SEA → PDX51m
Friction
Two systems meant every decision was made twice.
TMS for record. Sheet for truth.
Handle times rose as fleet volume doubled. Operators reconciled the two after the shift, not during it.
Exceptions one at a time
Detention and SLA risk surfaced late. The queue was a list, not a board.
One density for every job
Dispatcher, supervisor, and tablet all saw the same layout. Field supervisors needed thumb-friendly actions; the desk needed density.
UX decision
Role-based density. High-contrast SLA. Tablet as a real surface.
The interface choice was not “more charts.” It was: the supervisor’s first scan answers which loads need an owner now. TMS vendor details remain under NDA. These frames are illustrative.
- #4826DEN → SLC4m
- #4822ATL → CLT9m
- #4821DAL → PHX42m
System
Shipped behind flags. Tested on sanitized shapes.
Next.js, React, TypeScript. Integration tests against TMS schema versions. Staging fed with sanitized data so the console could be tested against real dispatch shapes without exposing customer records.
Signed-off
−32%Manual handle time down 32 percent
Manual handle time, measured against the pre-engagement baseline. Average exception response 11 min. Console uptime 99.4% in the post-launch window. Client name changed to protect confidentiality.Shipped
The same shift. One console.
- #4824LAX → LASAssigned
- #4821DAL → PHXRolling
- #4826DEN → SLC4m
Illustrative · no client data shown