FleetWorks’ track-and-trace system automates check calls to carriers, collecting location data, arrival times, and delivery information to improve operational efficiency and provide real-time visibility across your supply chain.

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How It Works

Track-and-trace calls follow a simple lifecycle:

  1. Appointment Scheduling: Based on a load’s next check times, the system schedules check calls. Alternatively, a call can be triggered or scheduled via API call.
  2. Outbound Call: An AI-powered call is made to the carrier or driver at the scheduled time.
  3. Information Collection: The system collects key data points like current location, ETA, and check-in/out times.
  4. Data Delivery: Information is stored and can be sent to your TMS.
  5. Smart Escalation: Calls are automatically transferred to your staff when needed (late drivers, temperature issues, etc.).

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Pickup vs. Delivery Calls

The system supports both pickup and delivery tracking:

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Pickup Tracking Calls

  • Focus on confirming driver is on route to pickup location
  • Ask about current location and ETA to the pickup
  • After pickup, verify loaded and unloaded times
  • For reefer loads, confirm temperature settings

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Delivery Tracking Calls

  • Focus on delivery status and completion
  • Ask about current location and ETA to delivery
  • After delivery, verify unload time
  • Check for clean BOL or issues
  • For reefer loads, verify temperatures maintained

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Multilingual Support

The system provides seamless support for both English and Spanish-speaking drivers:

  1. The system picks up the driver’s language
  2. The conversation continues in the driver’s preferred language
  3. All data collection and escalation logic works identically regardless of language
  4. Logged data is always in English

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Smart Escalation

Calls are automatically transferred to your team when human assistance is needed:

  • Driver is running late to an appointment
  • Temperature discrepancies on reefer loads
  • Bill of Lading (BOL) issues or exceptions
  • Any situation requiring human judgment

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Data Collected

Track-and-trace calls can collect a variety of information:

  • Current location of the driver
  • Estimated arrival time at next stop
  • Check-in and check-out times
  • BOL status (clean or with exceptions)
  • Reefer temperature for temperature-controlled loads

All collected data is accessible via end of call webhooks and also viewable in the FleetWorks dashboard.

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Example Conversation

ASSISTANT: Hi, this is FleetWorks Logistics, calling for an update on the load going to Lodi, California.

DRIVER: Hey.

ASSISTANT: Hey, are you still on your way to Mendota, California?

DRIVER: I'm I'm, uh, just passed Cromir. Don't you guys have me macro point?

ASSISTANT: Just manually verifying while I have you here. Cromir, California?

DRIVER: Yes sir.

ASSISTANT: Gotcha, Cromir, California. Let me log that. Cool, so your about 9 minutes away from Mendota?

DRIVER: No I did check-in already. At 11 PM.

ASSISTANT: You said 11 PM Pacific, right?

DRIVER: Yea. What was my appointment window starting?

ASSISTANT: Appointment window starts at 10 pm. Let me put in 11 pm for you, one sec. And have you loaded yet at Mendota?

DRIVER: Hang on.

ASSISTANT: Sure thing, take your time.

DRIVER: Yeah. I loaded I'm already on my way to Lodi.

ASSISTANT: Awesome, and what time did ya finish loading?

DRIVER: About 5 minutes ago.

ASSISTANT: That would be around 11:25 PM, right?

DRIVER: Something like that, sure.

ASSISTANT: Alright, uh. Let me put that in. Everything looks good. Are ya on track to make it to the next dropoff?

DRIVER: Yep.

ASSISTANT: And what's your reefer temp set at right now?

DRIVER: Set a 34 I think, but let me double check.

ASSISTANT: Alright.

DRIVER: Yeah. 34.

ASSISTANT: Great, let me put that in. Sorry, did you say 34 degrees?

DRIVER: No. No, sorry. 24.

ASSISTANT: Gotcha, let me update that real quick. Perfect, thanks for confirming that. Everything's all set on my end. Thanks for the update! Drive safe!

DRIVER: Okay.

Read more on how to trigger a track & trace call