Background

Double Diamond Transport, headquartered in San Antonio, Texas, is a premier full truckload logistics company specializing in the transportation of dry products across the United States. Since its founding, Double Diamond has been committed to one simple goal: providing reliable transportation services customers can depend on. With a steadfast focus on on-time delivery, constant communication, and teamwork, Double Diamond has built a reputation for trust and excellence in logistics. To further enhance their operations and maintain their dedication to exceptional customer service, Double Diamond partnered with Boon to implement innovative technology solutions that streamline workflows, improve visibility, and deliver peace of mind to their customers.

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Challenges

After an initial discovery session, Double Diamond and Boon identified several critical challenges impacting their operational efficiency and customer satisfaction where the ETA Dashboard could deliver impactful improvements:

• Lack of Real-Time Visibility: Customers, including shippers and brokers, faced difficulties in tracking their loads, leading to inefficiencies and reduced trust in delivery timelines
• Inefficient Communication: Internal teams struggled to streamline updates about shipment statuses, often leading to delays and confusion
• Customer Retention Concerns: Without clear and reliable shipment updates, customer satisfaction was at risk

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Solution

To address these challenges, Boon implemented the ETA Dashboard for Double Diamond. The dashboard provided real-time visibility into shipment progress, along with tools to streamline communication and enhance the overall customer experience for shippers, brokers, and internal teams. Key features of the implementation included:

• Improved Visibility: Real-time location tracking and precise estimated time of arrivals (ETAs) eliminates guesswork for Double Diamond and offers more insights to their shippers and brokers
• Proactive Status Alerts: Notifications of delays, early arrivals, or on-time deliveries allowed Double Diamond to plan ahead, reducing surprises and enabling better coordination with their customers

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Outcomes

The results of implementing the ETA Dashboard for Double Diamond were both immediate and measurable:

• Increased Operational Efficiency: The real-time tracking reduced the time spent manually checking shipment statuses. The Double Diamond team saves an hour per week on a task that typically takes 2–3 hours per week, resulting in a 50% efficiency improvement.
• Enhanced Customer Trust: Providing accurate and timely updates led to improved customer satisfaction and retention rates among shippers and brokers
• Team Productivity Boost: The dashboard also has made it easier for new team members to get up to speed and accomplish their jobs much faster than before

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Conclusion

The ETA Dashboard proved to be a game-changer for Double Diamond. With improved shipment visibility, streamlined communication, and enhanced customer satisfaction, Double Diamond is now better equipped to deliver exceptional service and retain their loyal customers. The time and effort saved have allowed the company to focus on growth and scale their operations while maintaining the reliability and transparency that their customers value.

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