From the earliest stages of Velocity Transport’s development, we knew we wanted to raise the bar for how carriers are treated. The classic paradigm for brokers is to cultivate relationships only with customers and view the carrier network as a commodity. Instead, we treat our carriers as customers, positioning ourselves as their preferred provider.
In practice, this means prioritizing clear carrier communication, being a trustworthy & responsible partner, and providing the same relentless service to carriers that our customers expect from us.
Our recent carrier client story with Borderline Logistics LLC highlights this carrier-as-customer mindset.
The Customer: Borderline Logistics LLC
Borderline Logistics is a young freight forwarding company out of the San Antonio area, serving the contiguous 48 states with a particular emphasis on Texas and its neighbors. Their purpose in launching Borderline was to establish a small-size logistics company with a culture of safety and clear communication, something they saw lacking in their industry.
They value hard work and sacrifices and are committed to delivering quality and remarkable experiences. As they put it, you can trust them to move anything from Point A to Point Anywhere. In many ways, the culture they’ve worked to establish is reflective of Velocity Transport’s own company culture.
The Problem: Unreliable, Uncommunicative Freight Brokers
One of the biggest barriers Borderline hit was poor broker interactions. Repeatedly, their dispatchers were promised clarity but ultimately were left communicating with brokers they described as uncommunicative, unhelpful, and worst of all, unkind.
Instead of worrying about their drivers, Borderline and their dispatcher were spending valuable time trying to track down their brokers for vital information and updates. This caused deadlines to be missed and resulted in dissatisfied customers, which Borderline Logistics couldn’t stomach.
The Solution: #RelentlessService
Roxy, one of Borderline’s dispatchers, found Velocity Transport through Raul, one of our talented carrier sales representatives. Roxy described Raul as kind and helpful from the first phone call. Contrary to other brokers, she was struck by his calm demeanor and detail-oriented approach to business.
Since that first successful engagement, Velocity has worked with Borderline every single week as a preferred provider. What sets this engagement apart, according to Roxy and Borderline, is that Raul and the Velocity team communicate regularly and ask questions, something no other broker did.
Beginning with a regular Monday morning check-in, Raul continuously checks-in with Borderline. Roxy appreciates that he stays on top of things, like checking in with drivers, updating her on ETAs, and creating a comfortable customer experience. The quote below highlights exactly what makes this relationship so fruitful.
In The Customer’s Own Words:
“Velocity is an understanding and kind organization. They know what fluctuates in our industry and are mature about it. Most of all, both of our companies are focused on the same thing. We want to provide a higher level of customer service than anyone else.
They’re proactive, kind, and understand our needs. I would recommend Velocity 100%. I would honestly say I feel blessed to have found Raul and Velocity. They’re a lifesaver.”
Roxy – Dispatcher, Borderline Logistics LLC