Interview: Toni on OFTV with Steve Ferreira - "Game Theory, Drayage Edition"

Dual transactions should be the easy win. Your driver is already at the terminal. They're picking up a full container. And you have an empty sitting at a warehouse that needs to go back to that same terminal. Same miles. Same gas. Same driver hours.

Returning empty containers should be the easy part. But many carriers are still manually logging into terminal websites to manually book a return appointment (sometimes with limited success). Additionally, we know each customer sometimes has their own unique set of requirements. Warehouses are only open at certain times of the day or days of the week. You can only pick up a chassis at certain times. You might have specific rules around hazmat.

For too long, “Customer Success” has been boxed into a reactive role—something that happens after a product is delivered, when problems arise, or when a renewal is looming. But in a market that moves fast and rewards value over volume, that approach is no longer viable.