Exception handling · Trucking carrier (TL and LTL)
Work every in-transit exception to close.
A truck breaks down, a receiver refuses a load, an appointment slips — each is a call that pulls a dispatcher off everything else. Few get documented.
The reality
Exceptions are a triage problem.
The driver calls in with a blown turbo outside Cheyenne. Now someone has to find a tow, locate a repair shop, decide whether to recover the trailer or re-power the load, and tell the shipper the delivery's going to miss — all while three other loads are still running.
The operator owns every in-transit exception end to end. It triages the breakdown, refusal, or delay, coordinates the tow and recovery, re-dispatches or re-powers the load, notifies the shipper with a revised ETA, and documents the resolution so the claim and the next-load decision are both clean.
How the operator runs exception handling
Exception EX-7714 · Load 88231
triaging- Breakdown reported — mile 360 I-80
- Driver and trailer safe — confirmed
- Decision — re-power load
01Triage the exception
Classifies the breakdown, refusal, or delay and decides recovery, re-power, or reschedule on the spot.
Recovery · EX-7714
recovering- Tow dispatched — ETA 45 min
- Repair shop confirmed
- Re-power carrier sourced — covering
02Coordinate recovery
Books the tow, lines up a repair shop, and sources a re-power truck within the delivery window.
Close · EX-7714
closing- Shipper notified — new ETA sent
- TMS status updated
- Resolution documented — closed
03Notify and document
Sends the shipper a revised ETA, updates the TMS, and writes the resolution for billing and claims.
The outcome
−55% of exception resolution time reduced
Every exception worked and closed without manual triage.
- Breakdowns triaged and recovered before they become missed appointments
- Shippers get a revised ETA, not a surprise
- Every exception closed with a documented resolution for claims
Common questions
Exception handling
- What does the Exception handling operator do?
- The operator owns every in-transit exception end to end. It triages the breakdown, refusal, or delay, coordinates the tow and recovery, re-dispatches or re-powers the load, notifies the shipper with a revised ETA, and documents the resolution so the claim and the next-load decision are both clean.
- What impact does the Exception handling operator have?
- −55% of exception resolution time reduced. Every exception worked and closed without manual triage.
- How does the Exception handling operator work?
- Classifies the breakdown, refusal, or delay and decides recovery, re-power, or reschedule on the spot. Books the tow, lines up a repair shop, and sources a re-power truck within the delivery window. Sends the shipper a revised ETA, updates the TMS, and writes the resolution for billing and claims.
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