◆ Case study — Logistics
Carrier onboarding went from three weeks to three days.
Manual onboarding became a documented, automated workflow the operations team owns.
−85%
onboarding time
Client
A logistics company · 5 weeks
A freight brokerage of roughly 40 people, running carrier onboarding across email, spreadsheets, and a legacy TMS. Onboarding was owned by two operations coordinators.
New carriers were onboarded by hand. A coordinator emailed for documents, re-keyed the same details into three systems, and checked insurance and authority manually against separate portals.
Nothing was written down. The two coordinators ran the process from memory, so it drifted, stalled whenever one was out, and could not be handed to anyone new without weeks of shadowing.
What was at risk
Every week a carrier sat in onboarding was capacity the brokerage could not sell. Coordinators spent more time chasing documents than moving freight, and if one of them left, the process left with them.
- 01Documented the process first. We wrote the real onboarding steps down as a versioned SOP — the specification everything else was built against.
- 02Built a single intake. One form replaced the email back-and-forth, capturing every required document and detail once.
- 03Automated the checks and hand-offs. Insurance and authority are verified automatically, records write to all three systems, and exceptions are flagged to a coordinator instead of silently stalling.
- 04Handed it over. The team runs it from the documentation. No shadowing, no single point of failure.
Systems
- →Workflow Automation
- →Process Definition
−85%
onboarding time — 3 weeks → 3 days
3×
carriers onboarded per month
0
records re-keyed by hand
“The process used to live in two people's heads. Now it's a system anyone on the team can run, and onboarding stopped being the thing that held up revenue.”
Head of Operations
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