Use the Load Manager CRM

Before You Use This Article

• Access needed: Load Manager login and permission to use this screen, report, setting, or workflow.
• Use this article when: you are working with billing, customer records, accounting, settlements, reports, or dashboard results inside the Load Manager account your company already uses.
• Use a different article when: you need document or dispatch direction for a specific company type; brokers should use Rate Confirmation Layout and Features, dispatch services should use Dispatch Report Overview for Dispatch Services, and trucking companies should use Dispatch Report Overview for Carriers and Trucking Companies. For full setup order, start with Freight Brokers, Carriers, Owner-Operators, and Trucking Companies, or Dispatch Services.

Use the built-in CRM in Load Manager to track customer and carrier conversations, follow-up tasks, call notes, and callback reminders. CRM activity helps your team keep a shared history of important communication without leaving Load Manager.

The screens available to you depend on your TMS type and account setup. Freight Broker and Dispatch Service accounts can use CRM activity on customer and carrier records. Carrier or Trucking Company accounts should use the CRM and note options visible on their customer and driver workflows.

What the CRM Helps You Track

• Customer, carrier, or driver-related calls and follow-up notes, depending on your account setup.
• Tasks assigned to a specific user and due date.
• Callback reminders for future follow-up.
• Standard note types so users enter CRM activity consistently.
• CRM call history for reviewing past communication.

Set Up CRM Call Note Types

Before users begin adding CRM notes, create the note types your team should use. Note types keep CRM entries organized and easier to search later.

1. Go to Settings >> CRM Call Notes Types.
2. Review the existing note types.
3. Click Add New to create another note type.

4. Enter the Note Type.
5. Enter a clear Description.
6. Select the CRM Type that matches where the note should be used, such as customer, carrier, or driver.
7. Click Save & Exit.

Add a CRM Note to a Customer

Each customer record has its own CRM area. Use it to document calls, emails, messages, and other customer follow-up.

1. Go to the Customer tab.
2. Open the customer record.
3. Click the CRM tab.
4. Click Add Call Notes Type or the available add-note option.
5. Select the note type.
6. Enter the note details.
7. Click Save.

Add CRM Notes to Carrier-Related Records

Use the same general workflow on carrier-related records when the CRM option is available in your account.

• Freight Broker: Use the Carrier tab for carrier CRM notes. Carrier drivers are usually managed as carrier contacts.
• Dispatch Service: Use the Carrier tab for carrier CRM notes. Carrier drivers are usually managed as carrier contacts.
• Carrier or Trucking Company: Use the driver/contact note options available in your account. These accounts use a Driver tab instead of a Carrier tab for their own drivers.

Select the CRM note type that matches the record you are working in so activity stays organized.

Schedule a Callback or Task

A CRM note can also be used as a follow-up task. Assign the task to the correct user and choose the date the follow-up should appear.

1. Open the customer, carrier, or driver workflow where your account shows CRM or note options.
2. Open the CRM tab or the available note area.
3. Select the note type.
4. Enter the follow-up note.
5. Select the assigned user and follow-up date.
6. Click Save.

View Assigned CRM Calls

Use the CRM call list to review current scheduled tasks and callbacks. On the customer list, the Next Call column can also help users see which customer records have a scheduled follow-up.

1. Go to the applicable main tab, such as Customer.
2. Click CRM Calls in the submenu to view current scheduled CRM tasks.
3. Use the list to sort, search, and work through follow-ups assigned to your team.

Review CRM Call History

Use CRM Call History to review past CRM notes. This is helpful when a customer, carrier, or driver calls back and your team needs to see the prior conversation before responding.

1. Go to the applicable main tab.
2. Click CRM Call History in the submenu.
3. Search or sort the history to find the record, date, user, or note type you need.

Best Practices

• Create note types that are short and easy to understand.
• Use separate note types for different follow-up purposes, such as sales call, check call, onboarding follow-up, document request, or billing question.
• Assign callback tasks to the person responsible for completing the follow-up.
• Use clear note descriptions so another team member can understand the conversation later.
• Do not put passwords, payment details, or sensitive personal information in CRM notes.
• Review CRM Calls regularly so overdue follow-ups do not sit unfinished.

Troubleshooting

• A note type is missing: Confirm the note type is active and assigned to the correct CRM Type.
• A user does not see the expected CRM area: Confirm the user has access to the related customer, carrier, or driver workflow.
• A follow-up is not showing where expected: Confirm the assigned user and follow-up date were saved correctly.
• The wrong record type is being used: Check your TMS type. Freight Broker and Dispatch Service accounts use carrier records. Carrier or Trucking Company accounts use driver workflows for their own drivers.

Related Articles

• Customer Information Page Overview - Stops
• Add and Manage Users in Load Manager
• Settings >> User Roles: Optional Permissions and Access Restrictions