What an auto transport CRM should do

1. Put every lead in one inbox

Leads arrive from lead vendors, your website and phone calls. They belong in one list, assigned to one salesperson, with the car, the route and the ship date already filled in. Lead vendors can send the same shipper more than once, so the CRM should notice a returning phone number instead of creating a second, competing conversation.

In Leader CRMLeads land in one inbox and lead distribution assigns them by your rules. A returning customer goes to someone who does not have them yet. See how

2. Quote with the route and the carrier price in front of you

A broker's price has to clear what carriers will take on that lane. The quote screen should show the origin and destination on a map, the miles, the vehicle and what carriers were recently paid on the route, before the salesperson types a number.

In Leader CRMThe quote page shows the vehicle, the route on a Google map and a CD price from paid Central Dispatch loads on the lane. See how

3. Follow up on a schedule, and stop when the customer answers

Shippers collect several quotes and decide days later. A follow-up rhythm wins those days: a short text and an email, morning and evening, for about a week. It has to step back the moment the customer writes, or it talks over a live conversation.

In Leader CRMA 7-day plan sends 14 touches by text and email at hours each salesperson picks, and waits when the customer wrote last. See how

4. Respect STOP, always

A number that texted STOP must never get another automatic text. Federal rules and the phone carriers both penalize texts to people who opted out, and one careless template can put a whole phone line at risk. The CRM should refuse those numbers on its own, without relying on each salesperson to remember.

In Leader CRMThe CRM refuses to text numbers that sent STOP, and a daily email lists any text that went to one from outside the CRM. See how

5. Call with context

A call that starts with "did you get my quote?" wastes the customer's time. The call list should show what each person last wrote, and missed calls should never sit unanswered because nobody saw them.

In Leader CRMThe auto dialer shows each customer's last text, and the missed calls board lists every caller still waiting. See how

6. Turn yes into a signed contract fast

When a shipper says yes, the contract should go out from the same screen, by e-signature, while they are still on the phone.

In Leader CRMOrders have an E-Sign section: send the customer contract, or change the terms and send. See how

7. Post to Central Dispatch without retyping

Retyping an order into the load board is slow and invites mistakes in the address, the vehicle or the price. The order should post to Central Dispatch directly, and posted loads should be easy to find.

In Leader CRMEvery order has a Post to CD button, and posted orders sit in the Posted CD tab. See how

8. Track deposits and carrier pay on the order

Each order carries several amounts: the tariff, the deposit, what the carrier is paid and what the carrier collects on delivery. They belong on the order, next to a log of every payment attempt.

In Leader CRMOrders show tariff, required deposit, carrier pay and COD to carrier, with card payments and a payment log. See how

9. Show the owner the floor

An owner should not have to ask how the day is going. One view should say whether phones, email and Central Dispatch work, how today compares with yesterday, which lead source books and who is booking.

In Leader CRMThe owner dashboard covers system status, today against yesterday, lead sources, the team and a leaderboard. See how

10. Watch for payments sent to the wrong account

Customers trust whoever texts them about payment. If anyone asks a customer to pay an account that is not the company's, the manager should know within minutes. The same goes for a customer who is angry and has not heard back.

In Leader CRMRisk alerts read new texts and emails every five minutes and email the manager about payments to other accounts, unhappy customers and unanswered ones. See how