CoDriver is designed to streamline your freight brokerage operations by automating many tasks. However, there are times when CoDriver will need human intervention to resolve certain issues. These instances are called escalations. Understanding the different types of escalations can help you respond quickly and efficiently, ensuring smooth operations and satisfied carriers.
Escalation Types
Load Not Found
Description: This escalation occurs when CoDriver cannot locate the load in Parade.
Possible Causes:
The load was not sent to Parade.
Incorrect load details were provided.
Resolution: Verify that the load was sent to Parade and check the details provided to CoDriver. If necessary, resend the load information to Parade and retry the search.
Carrier Not Found
Description: This happens when CoDriver is unable to locate the carrier using the provided DOT/MC number.
Possible Causes:
The carrier is not in the Parade system.
Incorrect DOT/MC number was provided.
Resolution: Confirm the accuracy of the DOT/MC number. If the carrier is not in the system, you may need to manually add the carrier details or contact support for further assistance.
Needs Attention
Description: These are escalations where CoDriver needs help from a human to respond to specific carrier questions that it cannot answer.
Common Types of Questions:
Equipment Substitution: "Can I use a Reefer instead of a Van?"
Appointment Adjustments: "Are the appointment times adjustable?"
Direct Communication Requests: "Can you call me?"
Resolution: Address these questions manually by providing the necessary information or contacting the carrier directly. Ensure that any changes or confirmations are updated in the system.
Email after Quote
Description: This escalation occurs when a carrier asks a question or makes a comment that requires broker intervention after a quote has been provided.
Example: "My driver says he won't be able to make it there until 7 am, so will be a bit early to the appointment time. Is that flexible?"
Resolution: Review the carrier's question or comment, make any necessary adjustments, and respond promptly. Update the system with any changes to ensure smooth communication and execution.
Not a Load Inquiry
Description: These escalations are rare since CoDriver typically handles inbound load requests. However, sometimes carriers may ask questions that are not related to load requests.
Examples:
"Can you send me the Rate Con?"
Tracking requests.
Resolution: Identify these non-load inquiries and handle them appropriately. Provide the requested information or redirect the inquiry to the appropriate department or process.
By understanding and effectively managing these escalation types, you can ensure that CoDriver continues to operate smoothly and that your interactions with carriers remain efficient and productive. Always verify details, provide timely responses, and update the system as needed to maintain optimal workflow and carrier satisfaction.
Where can I find the CoDriver conversations that were escalated?
All your CoDriver inquiries can be found in the CoDriver tab:
A conversation that was escalated will have the "Needs Attention" result:
If you click on "View", you can see how the conversation unfolded:
You can see here that the carrier asked a more complex question "can we PU now and DEL tomorrow morning. lmk". Since this is a question that needs a decision from a human, CoDriver said "Let me get a colleague to help you out", indicating that the conversation was escalated to a human rep.
Who will it escalate to and how do I respond to those conversations?
The CoDriver conversations will be escalated to the email address that you chose during setup with the Solutions Team.
For example, if you set it up to go to a team inbox teamExample@domain.com, all CoDriver escalations will be sent to that email address. To respond to those escalations, simply login to that email address in your email provider (Gmail, Outlook, etc) and respond to the emails.
If you don't remember what email address is being used for the escalations, feel free to reach out to your Account Manager/Customer Success Manager or our Support team at support@parade.ai .
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Any other questions? Did we miss something? Please don't hesitate to reach out via the chat button in the lower right corner of this page, or reach out to our e-mail support@parade.ai