Use the Load Manager CRM

Use the built-in CRM to track customer and carrier conversations, call notes, follow-up tasks, and callback reminders in one shared history. 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.

Set Up CRM Call Note Types

Create the note types your team should use before users add CRM notes.

1. Go to Settings >> CRM Call Notes Types and review the existing types.
2. Click Add New.

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

Add a CRM Note to a Customer

1. Go to the Customer tab and open the customer record.
2. Click the CRM tab.
3. Click Add Call Notes Type or the available add-note option.
4. Select the note type, enter the note details, and click Save.

Add CRM Notes to Carrier-Related Records

Use the same steps on carrier-related records when the CRM option is available. Freight Broker and Dispatch Service accounts use the Carrier tab (carrier drivers are usually managed as carrier contacts). Carrier or Trucking Company accounts use the driver/contact note options in their account, under the Driver tab. Select the note type that matches the record you are working in.

Schedule a Callback or Task

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

View Assigned CRM Calls

Go to the applicable main tab, such as Customer, and click CRM Calls in the submenu to see current scheduled CRM tasks and callbacks. You can sort and search the list. On the customer list, the Next Call column shows which customer records have a scheduled follow-up.

Review CRM Call History

Go to the applicable main tab, click CRM Call History in the submenu, and search or sort by record, date, user, or note type. Use it to see the prior conversation when a customer, carrier, or driver calls back.

Tips

• Do not put passwords, payment details, or sensitive personal information in CRM notes.
• Assign callback tasks to the person responsible for the follow-up, and review CRM Calls regularly so 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.
• 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.

Related Articles

• Customer Information Page Overview - Stops
• Add and Manage Users in Load Manager