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Technology Breakout: Scoring customers for more profitable freight

Marie Leapley, Director of Customer Service, Celadon

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Our Customer Service Structure

• Commodity Structure– 6 commodity groups– 3 non-commodity groups

• Career Ladder– Defined Duties– Internship Program– Meaningful Titles– Rigorous on-going Training Program

Assistant ManagerSenior CRA

CRA/FA/UA/CE

Manager

Director

Junior Analyst

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What Is OE2 & Why Do We Score Our Customer Freight?

• Visibility to rates, network needs, and more all at your fingertips

• We want the best freight for our network

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How Do We Score Our Customers?

• Origin Capacity• Destination Capacity• Operating Ratio• Modes of Transit• Customer Scorecard• Utilization Bonus Points!

• Length of Haul• Customer• Geographic• Weekend Pick up/Delivery

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The Results

• YoY rates are up 6%

• Operating Ratio is down 2%

• 60% layover decrease

• 5.6+ million weekly miles

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New Enhancements

• Pre-scoring EDI tenders

• Connectivity between the Load Analyzer program and OE2

• New “trump card” for poor lanes