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Customer relationship management

This workflow automates customer relationship management for freight brokers by tracking shipment milestones, analyzing customer satisfaction, and triggering personalized follow-up communications to enhance retention and identify growth opportunities.

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Workflow Trigger

Shipment delivery confirmation received from carrier or tracking system

Visual Flow

Each node represents an automated step. Connections show how data and decisions move through the workflow.

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

  1. 1
    Trigger

    Shipment Delivery Confirmed

    Automated notification received when carrier confirms delivery completion or GPS tracking shows arrival at destination. This triggers the customer relationship management workflow.

    Axon TMSSylectus
  2. 2
    Action

    Update Customer Account Records

    Customer shipping history, delivery performance metrics, and account status are automatically updated with the completed shipment data. Service quality scores are calculated based on on-time delivery and damage reports.

    McLeod LoadMasterAxon TMS
  3. 3
    Action

    Analyze Customer Shipping Patterns

    AI analyzes customer's historical shipping volumes, preferred routes, seasonal trends, and freight spend to identify relationship health and expansion opportunities. Predictive models assess churn risk based on shipping frequency changes.

    McLeod LoadMaster
  4. 4
    Decision

    Evaluate Relationship Health Score

    System evaluates if customer shows signs of increased activity, stable relationship, or potential churn risk based on shipping patterns and service quality metrics.

    McLeod LoadMaster
  5. 5
    Action

    Generate Personalized Outreach Plan

    Automated system creates tailored communication strategy - thank you message for stable customers, retention offer for at-risk accounts, or expansion proposal for growing customers. Assigns appropriate sales rep and sets follow-up timeline.

    McLeod LoadMaster
  6. 6
    Action

    Schedule Customer Follow-up

    System automatically schedules appropriate follow-up actions including delivery confirmation calls, service feedback surveys, contract renewal discussions, or new service presentations based on customer segment and relationship health.

    McLeod LoadMaster
  7. 7
    Output

    Customer Relationship Action Items

    Final workflow output includes updated customer profile, relationship health dashboard, and prioritized action items for account managers with recommended next steps and timeline.

    McLeod LoadMaster

Outputs

  • Updated customer shipping profile and performance metrics
  • Prioritized account manager task list with follow-up actions
  • Customer relationship health score and churn risk assessment

Key Metrics

  • Customer retention rate
  • Average revenue per customer
  • Customer satisfaction score

Tools & Integrations

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