Many carriers especially the smaller and medium sized carriers usually do not have a specific person to manage dispatch after hours. They tend to depend on the dispatch staffs working during the day shift. As a result of this, issues that arise after hours are usually not managed to the best interest of the carrier’s operations.
Decisions made on issues after hours will likely involve procrastination on the issue on hand to the following morning. For example, if a load gets cancelled at 9pm. There is a high probability the day shift dispatch staff, may just have the driver wait till the next day before he or she gets the driver another load.
In todays, highly digitalized logistics environment, carriers do always have the opportunity to source for freight at anytime during the day and even late nights. There is always a possibility a shipper or broker may need help on a load that another carrier might have cancelled on them late night or early morning.
Therefore, having a dedicated night shift dispatch staff available is critical to ensure issues after hours are managed with the best care possible. Even if a load gets cancelled late hours, the dedicated staff can still and should pursue finding another load to keep the truck moving.
Many loads have pick up and delivery schedule between 7pm to 10pm or 5.30am to 7.30am. The probability of a truck not getting loaded on time or a load not getting unloaded on time, is a common problem in this industry.
The presence of a dedicated after-hours staff can help reduce the risk of drivers loosing precious hours at plants or warehouses. The constant communication with shippers and brokers on the arrival time for both pick-ups and deliveries, will certainly help reduce the possibility of warehouse or plants not keeping up to their schedule. If the plant or warehouse is indeed behind their schedule, the dedicated after-hours dispatch person can immediately highlight this matter to the shipper and broker and seek detention charges at the same time.
Demonstrating an effective and efficient management of after-hours issues will only reflect well on the carrier and will allow shipper and brokers develop more trust on the carrier’s ability to provide good service 24/7.
The trucking industry is lot more competitive today and it is extremely important for carrier to offer the highest-level service to the satisfaction of not only the customers but the drivers as well. To achieve this, dispatch should operate 24/7.
How your assigned Freight Analytics Associate can help you manage this process better:
- We have trained personnel in Malaysia available to manage the after-hours dispatch issues to the best interest of both the carrier and driver. A dedicated person will definitely be able to offer and do a lot more in managing after-hours issues as compared to a day shift dispatch staff who will likely be asleep late night.
- The afterhours dedicated staff may also help on other matter such as assisting in finding a repair facility in the event of a breakdown or providing updated tracking information to shippers or brokers.
- The assigned staff will be a good point of contact for the drivers after hours and can allow drivers communicate any potential issue or delay immediately rather than wait the next day. Issues can be addressed during that period itself rather procrastinating it to the next day. Most shippers and brokers operate 24/7 and will appreciate a prompt update.
