The Value of a Single Point of Contact: Simplifying Freight with Backhaulers
For many shippers, dealing with freight logistics can feel like getting lost in a call center maze—long wait times, getting transferred to five different people, and hearing the dreaded, “Let me check on that and get back to you.” Sound familiar? You’re not alone. The freight industry has evolved rapidly with technology, but somewhere along the way, service took a back seat.
Many shippers have found themselves stuck between two frustrating extremes:
- The Bureaucratic Nightmare – You get bounced around between account reps, carrier relations, operations teams, and customer service just to get a simple status update on your load. Each person has limited visibility, and no one seems to have the authority to fix an issue when something goes wrong.
- The “Tech-Only” Black Hole – You’re given access to a shiny new freight portal that promises full visibility, but when a problem arises, there’s no human to call. The system is great—until your shipment is delayed, and you’re left staring at an unhelpful “Pending Update” message.
Neither scenario is acceptable when your freight is on the line. That’s why Backhaulers takes a different approach: technology-backed efficiency, but with a single point of contact to cut through the noise.
The Nightmare of Freight Communication
To truly understand why a single point of contact matters, let’s talk about what happens when you don’t have one.
Case #1: The Endless Transfer Loop
A shipper moving high-value industrial parts had a simple request: they needed to confirm if their expedited shipment had been picked up on time. What should have been a 30-second conversation turned into a 45-minute ordeal.
- They called the brokerage. The first rep didn’t have access to real-time tracking and transferred them to “carrier support.”
- The second person told them the system hadn’t updated yet and transferred them to the operations team.
- Operations said they’d have to check with the dispatcher and promised a callback.
- Thirty minutes later, still no answer. The shipper had to call back, only to start the cycle over.
By the time they got the confirmation, the pickup had already happened—but the stress and wasted time were unnecessary.
Case #2: The “Tech-Only” Black Hole
A large retailer adopted an AI-driven freight platform that promised full automation. It was sleek, modern, and eliminated the need for human intervention—until something went wrong.
A shipment carrying perishable goods was delayed due to a breakdown. The shipper needed immediate rerouting, but the system only allowed them to submit a ticket. The AI assistant assured them a representative would respond “shortly.” Hours passed, and by the time a real person intervened, thousands of dollars in inventory had to be written off.
The lesson? Automation is great—until you need a real person who can actually fix the problem.
How Backhaulers Does It Differently
At Backhaulers, we believe in combining the best of technology with real, human expertise. We provide every shipper with a dedicated single point of contact—one person who manages your freight from start to finish, backed by a tech platform that ensures real-time visibility, seamless coordination, and fast solutions when issues arise.
What Our Single Point of Contact Model Offers:
✅ One Person, One Call – No more chasing down different departments. Your assigned rep handles everything: load booking, tracking, issue resolution, and post-delivery follow-ups.
✅ Real-Time Tracking – Our system pulls live data from thousands of cameras nationwide and integrates directly with ELDs covering 99% of U.S. carriers, so you always have the latest updates.
✅ Proactive Problem Solving – Your rep is actively monitoring shipments and will call you first if something looks off—before you even have to ask.
✅ Seamless Carrier Communication – We handle all the back-and-forth with carriers, so you’re never stuck playing phone tag between different parties.
✅ Technology with a Human Touch – You still get full portal access for shipment visibility, but if something goes wrong, you have a real person to call.
The Bottom Line: Freight Shouldn’t Be This Hard
We get it—shippers don’t have time to deal with logistical runarounds, endless hold music, and impersonal tech platforms that don’t actually solve problems. Freight moves fast, and when things go sideways, you need answers now.
Backhaulers is here to change the game. One point of contact. One phone call. One team that actually gets things done. No bureaucracy. No black holes. Just smarter, simplified freight logistics.
Let’s make freight easy again. Ready to work with a partner who actually picks up the phone? Call us at 410-929-7046.
