At Trucker Tools, we’re all about helping our customers get results. We want you to leverage our real-time digital solutions to your full advantage and use our technology to make your business as efficient and profitable as possible, while making your employees’ jobs easier. That’s why we offer best-in-class support to the freight brokers and logistics companies who implement the Trucker Tools platform.
When you become a Trucker Tools customer, you receive unlimited and free support and training from our Customer Success and Customer Support teams. As a Trucker Tools customer, you’re also assigned a Customer Success Manager, a point person who you can go to whenever you need help. When you call Trucker Tools’ Customer Support line, a real person will pick up the phone and answer your call. You also can email us anytime that you have a question or need some assistance. We always respond and will respond quickly.
Keep reading to learn more about Trucker Tools’ best-in-class support!
Onboarding, Implementation and TMS Integration
Once you sign a contract with Trucker Tools, our Onboarding and Implementation team works with you and your transportation management system provider to integrate Trucker Tools’ platform with your TMS. Trucker Tools’ platform already integrates with many of the industry’s leading TMS providers, but we’re always up for making a new TMS integration happen. In this initial phase, our Onboarding and Implementation team will host weekly meetings with you to make sure that everything is set up properly and that all of the data is flowing correctly from our platform to your TMS.
“We’re not a one and done kind of company,” says Russell Bennett, Trucker Tools’ Director of Onboarding & Implementation, who prior to coming to Trucker Tools spent 15 years working in freight brokerage. “We don’t build something and then leave it. With many other technology vendors, once the integration is set up, that’s it. At Trucker Tools, we’re always looking to strengthen our partnerships with TMS providers. We’re always making improvements to integrations to bring more capabilities to our customers. It’s a breath of fresh air for the industry.”
“We’re not a one and done kind of company,” says Russell Bennett, Trucker Tools’ Director of Onboarding & Implementation, who prior to coming to Trucker Tools spent 15 years working in freight brokerage. “We don’t build something and then leave it. With many other technology vendors, once the integration is set up, that’s it. At Trucker Tools, we’re always looking to strengthen our partnerships with TMS providers. We’re always making improvements to integrations to bring more capabilities to our customers. It’s a breath of fresh air for the industry.”
Unlimited Training
Once onboarding and implementation is completed, we connect you with our Customer Success Team for training. Our training coordinator will offer you as many training sessions as you need on any component of Trucker Tools’ digital platform. If you want to train your teams in groups, we’re happy to do so. We also offer one-on-one training. If you prefer to have just your managers trained because you plan to have your managers train your end users, we can do that, too.
“Even if a customer goes through training and a year down the road they want a refresher course or an entirely new training course, we’re happy to provide that,” said Lindsay Hemmerlin, Trucker Tools’ Director of Customer Success, who’s been working in freight brokerage and logistics for the last six years. “Our Customer Success team also is here to help any time that you have new hires. If you hire new people to your team, we are readily available to train those new hires for you, as well.”
“Even if a customer goes through training and a year down the road they want a refresher course or an entirely new training course, we’re happy to provide that,” said Lindsay Hemmerlin, Trucker Tools’ Director of Customer Success, who’s been working in freight brokerage and logistics for the last six years. “Our Customer Success team also is here to help any time that you have new hires. If you hire new people to your team, we are readily available to train those new hires for you, as well.”
Free Customizations
Our Customer Success team recognizes that every business is different and has different needs, including yours. The team will work with you to come up with out of the box solutions and customizations for your company, free of charge. For example, maybe you need a custom report to measure a specific element of load tracking or load booking. If so, we’ll create it for you for free. Most tech vendors in freight brokerage and logistics charge additional fees for these types of customizations, but Trucker Tools will create them for free.
Ongoing Customer Support
While you’re being trained on Trucker Tools’ platform, you’re assigned a Customer Success Manager. Your CSM is your main point of contact for anything and everything. If for some reason your CSM doesn’t have an immediate answer to your question, they’ll put you in touch with the right person or department. Your CSM also will schedule a regular cadence of check-ins with you. Your check-ins can be weekly, biweekly, or monthly, depending on what works best for you and your team. This gives us an opportunity to discuss new features on our platform, changes to our platform, best practices and ways to get the most success out of our platform.
In addition to recurring check-ins with your Customer Success Manager, you also can contact our Customer Support team any time that you need general support. You can reach out to our Customer Support team by phone 24 hours/day and seven days/week. You also have the option to contact Customer Support by email during our regular business hours. Our goal is to answer email messages within 15 minutes of receiving them. Trucker Tools’ Customer Support team will answer any of the questions that you submit to us directly through our digital platform, as well.
“I like seeing our customers enjoy the success that Trucker Tools’ platform offers,” says Hemmerlin. “As a team, we put customers into buckets based on their success so that we can measure the results they’re getting. We have a minimum level of success that we want all of our customers to achieve so that we know that they’re getting value out of the products that we offer. I enjoy being able to help customers not only meet that minimum, but to go above and beyond.”
“I like seeing our customers enjoy the success that Trucker Tools’ platform offers,” says Hemmerlin. “As a team, we put customers into buckets based on their success so that we can measure the results they’re getting. We have a minimum level of success that we want all of our customers to achieve so that we know that they’re getting value out of the products that we offer. I enjoy being able to help customers not only meet that minimum, but to go above and beyond.”
To learn more about Trucker Tools’ best-in-class support, schedule a free demo of Trucker Tools’ comprehensive digital platform, which includes real-time visibility, digital freight matching and automated load booking capabilities.
