Once you’ve allocated a load to someone on the Exchange, you’ll need to know how to instruct your drivers to successfully complete the booking using the various tools and features available on the platform.
IN THIS ARTICLE
- How to update the status of a load
- How your drivers should be completing bookings
- How to create and send the perfect POD
- How to add a Return Journey or Future Journey
- How to monitor the progress of a load
How to update the status of a load
The booking begins after you’ve allocated a load to a vehicle or carrier in your fleet either via desktop view or the CX Fleet app.
The load status needs to be updated at every step of the booking. There are four statuses showing you what stage of transportation the load is in.
Load posters rely on these updated statuses to keep their customers in the loop and communicate if any obstacles arise.
The four statuses are:
- On my way to pick up
- On-site (Pickup)
- Loaded
- On-site (Delivery)
What you need to do after allocating a load, depends on whether your driver has access to the CX Driver app or if they are in a vehicle with integrated tracking.
If the carrier has access to the CX Driver app, they'll update the status themselves each time they progress past one of the load statuses.
If your driver has integrated vehicle tracking (as opposed to using the Driver app's GPS), then you will have to communicate with your driver and update the status manually via desktop.
How your driver should update the load status using the CX Driver app:
Step 1) They would tap on 'Bookings' using their CX Driver app.
Step 2) They’d find the load they’re transporting and want to provide an update for.
Step 3) When they're on the way to the collection point, they will select 'On my way to pick up'.
Once they've arrived at the pickup point, they’d tap 'On-Site (Pickup).
They’ll continue these steps until they’ve reached the final status update.
How to update the load status on desktop view:
Remember, keeping good communication between yourself and your driver/s is key to success on the Exchange. Load posters appreciate an updated load status, so if you're updating the booking status through desktop because the driver isn’t using the Driver app but rather are in a vehicle with tracking or if they lose signal; please make sure your driver is aware that they’ll need to communicate with you to update the status.
Step 1) Visit the 'Diary' tab.
Step 2) Click on 'In Progress' to find the load you’d like to provide an updated status for.
Step 3) Next, click on the green button that says, ‘On my Way to Pick up’.
A window will appear like the example shown below. Complete the details and click ‘Save’ to confirm.
Step 4) When your driver arrives at the pickup location, you need to update the load status for the second time. You can do this by clicking ‘On-Site (Pickup)’.
Next, you'll need to complete the details for the pickup time. Once you're ready, click 'Save'.
Step 5) Follow the same steps to complete the 'Loaded' and 'On-site (Delivery)' statuses.
Step 6) When you update the final load status, the option to complete a POD will appear, but it will be your driver's responsibility to collect a POD from the load recipient.
How to complete a POD on desktop view:
When you finish updating the final booking status, you’ll be able to generate a POD. Make sure the load has been delivered, otherwise you won’t be able to create a POD.
Step 1) Go to your ‘Diary’ to find the load, then click 'Enter POD' to add any delivery information.
Step 2) Your driver could take a photo of the POD they collect then send it to you for you to upload yourself, or they scan and upload it themselves.
Step 3) Click 'Save' when you're finished.
Step 4) Click 'POD' if you want to bring up the POD again.
Step 5) To send the POD, you can click 'Email POD' then enter the correct email address and click 'Ok' or you can click 'View' to see/download a PDF copy, which you can attach to your regular email.
Step 6) When the POD is completed, you'll be able to create an invoice using SmartPay
Raise a supplementary invoice or credit note
How your drivers should be completing bookings
As a fleet manager, it's important that your drivers follow your instructions.
We'll need to go through a few things the driver will need to do to finish a booking successfully.
Remember - each delivery point operates differently, so please check the load poster's notes to ensure your driver is prepared upon arrival.
Keep in mind that the member who posted the load might not be the load recipient. That’s why it's important to reach out to the load poster and ask them who the driver needs to meet at the delivery point.
Steps for drivers completing loads
Step 1) Confirm any load notes with your driver, for example, delivery instructions or if any people need to be met on site.
If so, please tell them to follow the load poster’s instructions which will improve your chances of getting good feedback.
Step 2) Next, they’ll update their status to 'On-Site (Delivery)' using the Fleet app. This will let your customer know that they've arrived at the delivery point successfully.
They can also add any notes about the delivery that the load poster should see.
Step 3) Unload the vehicle. The customer will want to check that the goods have arrived safely and are in good condition.
Step 4) Create the POD. This is the most important step of the delivery. If a signed POD isn't sent with the invoice, there won't be a payment for the completed load.
How to create and send the perfect POD
A POD is essential for load posters and their customers as it’s the only way they can pay you for completed loads.
After a POD is created you must send it to the load poster. Please check their load notes/requirements to see how they’d like the POD sent to them.
There are two types of PODs:
- EPODS (electronic PODs)
- Hard copy PODs (printed and posted)
How to create an ePOD
The ePOD function is included in the CX Driver app. ePODS are a great way to avoid any potential pitfalls that could happen between your driver collecting it and the POD being posted with the invoice.
The benefits of ePODS:
- You can avoid lost paperwork (invoices are not paid without a POD).
- ePODs are quicker and easier. When you submit the ePOD, it will be available for the load poster automatically in their diary.
- Reduce your business’s carbon footprint.
Step 1) To create the POD, tap on the status update that says, 'Delivered/POD'.
Step 2) Enter the recipient's full name.
Step 3) Capture their signature using the app's built-in eSignature functionality.
Step 4) Scan any required documents and upload.
Step 5) Take photographs or upload photos from your phone's media gallery if you need to.
Step 6) Take a few minutes to review everything you've uploaded and the details you've entered. Once you're happy to send the POD, tap on 'Send POD'.
Step 7) If your POD submission was successful, you should see the option to create an invoice through the app. This is the final step. You can then tap 'Create Invoice'.
How to send hard copy PODs
Some members require hard copies of a POD to be posted to them.
Step 1) Find out exactly how your customer wants to receive the POD by visiting your Diary on the desktop site.
Step 2) Once you've found the right load, click on the 'Order' button.
Step 3) Scroll to the bottom of the page and read the booking footer which explains how the invoice should be sent. If a hard copy of the POD is to be posted, scroll back up to the ‘Billing Address’ section and post your POD to this address.
We recommend posting with recorded delivery, so you know when your customer has received your POD.
It's also a good idea to make 3 copies of your POD:
- One for the load recipient.
- One for the load poster.
- One for your own records.
What not to do with your PODs:
- Never use any other stationery to substitute as a POD.
Any other stationery used to substitute as a POD won't be accepted by your customer. Use a duplicate/triplicate book or our recommended template approved by Exchange members. Using the wrong POD format is unprofessional and makes it likely that the load poster won’t hire you again in the future.
- Never add your personal/company details onto the POD.
Never put any personal information or company details on the POD. If you do this, it could be considered an attempt at poaching (stealing another member's customer) and could get you kicked off the Exchange with your membership being revoked.
Here are two examples of unsuitable PODs:
You can download a recommended POD template from us which can come in handy when a load requires a hard copy POD.
You can download a copy at the bottom of the article.
How to add a Return Journey or Future Journey
Finding loads for your vehicles on the way back from completing a load, also known as a ‘Return journey’, prevents dead mileage from eating into your profits and keeping your van running full. You are also able to post a ‘Future journey’. It’s a handy way of broadcasting your availability to other members on the Exchange to you get more load opportunities.
Both future and return journeys can be set up using the ‘Return Journeys’ tab.
To set up a return journey via desktop view:
Step 1) Click on the ‘Return Journeys’ tab.
Step 2) Click the ‘Add Journey’ button.
Step 3) Enter the FROM and TO location.
Step 4) If your driver is going to be passing through other areas, you can add this here. Our system will send you load notifications based on the direction they’re travelling.
Step 5) By checking the ‘Go Anywhere’ box, our system will find loads which are reasonably off-route. If you’re happy for the driver to go in any direction, check the box.
Step 6) Enter the vehicle’s departure details. You also have the option to include an estimated arrival time.
Step 7) Finally, you can add any notes about the vehicle or journey in the comments box.
Step 8) Once you’re happy with all the details, click ‘Save’.
Return journey notifications are calculated based on the departure time. We recommend that you update the information if there are any changes to the journey so that we can provide you with the best matches.
If you need to edit the details of a journey, visit the ‘Return Journeys’ tab.
Just find the load you want to amend and click ‘Edit’. If you no longer wish to advertise the journey click ‘Delete’.
To add a journey via the CX Fleet app:
Step 1) Tap on ‘Journeys’ to begin.
Step 2) Tap on ‘+ Going Home’. Our system will collect your GPS information and registered home location.
Step 3) Complete the form based on the estimated time you think you will be returning home.
Step 4) Tap ‘Done’ when you’re finished.
Alternatively, you might not be heading home but to a different location.
In this case:
Step 1) Tap on 'Journeys’ and then on ‘+ Going To’.
Step 2) Choose the driver and the vehicle you want to create the journey for.
Step 3) Complete the rest of the form and tap ‘Save’ when done.
If you have an upcoming journey with a known ‘From’ and ‘To’ location, you can use the ‘Future Journeys’ function so other members on the Exchange can see where your vehicles are going to be available for loads.
In this case:
Step 1) Tap on ‘+Future Journey’.
Step 2) Choose your driver and vehicle and complete the rest of the form making sure to add the correct ‘From’ and ‘To’ addresses.
Step 3) Tap ‘Save’ when done.
How to monitor the progress of a load
If you have got a lot of loads, but you need some extra help moving them, you can post loads to subcontract out any additional work.
Keeping an eye on the progress of loads doesn’t have to be time-consuming; the ‘Diary’ is designed to help you monitor loads with ease.
It’s crucial to have transparency and accountability from your carrier whilst they deliver your load so you can keep your customer informed. This can be done using our digital solutions.
How to track a load’s progress on desktop view:
Step 1) Access the 'Diary' by clicking the top menu bar.
Step 2) Search for the load in your ‘Diary’ that is in progress. You can use the 'In Progress' tab to filter search results quicker.
Step 3) You have two options to view the progress of a load via desktop:
- Load status updates
- GPS or Telematics tracking
How to monitor load progress using load status updates
The four load statuses are:
- On my way to pick up
- On-site (Pickup)
- Loaded
- On-site (Delivery)
If the carrier has access to the CX Driver app, they'll update the status themselves each time they progress past one of the booking statuses.
If your carrier is working for a transport company and only has integrated vehicle tracking (as opposed to using the Driver app’s GPS), then the load poster will have to update the status manually via desktop.
This is the same action as you would take as a fleet manager.
When the load is completed, it will look like the example below. The details will also include who completed (delivered) the load.
How to monitor load progress using GPS or Telematics tracking
When booking a carrier, they’ll either be using the CX Driver app or Telematics integrated with the Exchange, meaning you'll always have a real-time view of their progress.
It’s very easy to view the carrier's location; you just need to click the yellow 'Track' button, and a window will appear with a map showing the position of your carrier and the route they've taken.
Your carrier is represented by a location marker; they'll appear on the map as unavailable (red) while they complete your load.
If you click on the location marker, you can view the carrier’s vehicle details, contact information and current location by postcode.