Dispatch Boards, ETAs, and Driver Updates: A Carrier Playbook for Fewer 'Where's My Truck?' Calls
Dispatch board discipline, ETA consistency, and reliable driver updates are the three operating habits that reduce check calls and improve shipper trust.
Carriers reduce status calls when dispatch boards, ETA logic, and driver messaging follow one exception workflow with clear ownership, timestamps, and proactive customer updates.
Where DENEMO fits
If your team is evaluating dispatch software for carriers, keep dispatch, billing, and communication workflows on one operating plan so exceptions do not fragment across tools.
Use this playbook with dispatch software vs. TMS and what a trucking TMS is to define your rollout baseline.
Exception handling model for dispatch boards
Every open load should show three exception fields: current risk, next internal action, and next customer update time. This avoids ad hoc communication and keeps ETA updates for shippers consistent.
Exceptions playbook
Use this table as the default response guide when a load moves off plan.
| Exception | Dispatch action | Customer update |
|---|---|---|
| Late pickup | Confirm root cause, update ETA logic, re-sequence downstream stops, and assign owner for follow-up. | Truck is running behind pickup by about [X] minutes due to [cause]. Updated ETA to your dock is [time]. Next check-in by [time]. |
| Breakdown | Secure location details, dispatch roadside support, evaluate rescue power, and timestamp all milestones. | Truck experienced a mechanical issue near [location]. We are dispatching support now and will confirm revised ETA by [time]. |
| Detention risk | Capture check-in/check-out timestamps, notify billing owner, and evaluate load handoff impact. | Driver is on site and currently in detention at [facility]. Freight remains secure. We will share departure and ETA updates at [time]. |
| Lumper required | Capture approval and receipt in driver workflow, update cost tracking, and keep unloading status current. | Receiver required lumper service. Unloading is in progress and we will confirm completion time and final ETA once cleared. |
| Weather delay | Validate route conditions, evaluate safe alternate routing, and adjust ETA confidence window. | Severe weather is affecting transit on the current route. Safety-first routing is in place and updated ETA is [time window]. |
| Missed appointment | Escalate for reappointment, document reason code, and lock next communication timestamp. | Original appointment was missed due to [reason]. We are securing the next available slot and will confirm revised delivery timing by [time]. |
| Rejected freight | Capture refusal notes/photos, isolate freight instructions, and coordinate return or reconsignment plan. | Receiver reported a freight exception at delivery. We are coordinating next instructions and will provide updated disposition details by [time]. |
Driver communication templates
Standard templates keep driver communication app usage consistent across shifts and dispatchers.
Pre-pickup check
Please confirm ETA to pickup, current empty status, and any gate constraints before arrival.
Arrival confirmation
Confirm arrived status with timestamp and door/check-in details as soon as you are on site.
Delay escalation
If delay exceeds 30 minutes, send cause, current location, and revised ETA immediately.
Breakdown protocol
Share exact location, issue type, and safe status now. Dispatch will confirm roadside and next instructions.
Detention tracking
Log detention start time, update every 30 minutes, and upload all supporting photos or documents.
Lumper receipt capture
Before departing, upload lumper receipt and confirm amount plus who authorized the charge.
Delivery complete
After unload, confirm departure time and upload POD, signatures, and all receipts before driving.
End-of-load summary
Send final load status with actual milestones and any unresolved exceptions before going available.
FAQ
What should be visible on a trucking dispatch board at all times?
At minimum: tractor, trailer, driver, shipment milestones, current ETA confidence, open exceptions, and next customer update timestamp.
How often should ETA updates go to shippers?
Use event-based updates first (arrival, departure, exceptions), then add a time-based heartbeat when transit is long or risk is elevated.
Who should own customer updates during exceptions?
Assign one owner per load exception, usually dispatch or customer service, and require a next-update timestamp in the board.
How do we reduce check calls without over-messaging?
Standardize update triggers and templates so customers get concise, timely changes only when ETA confidence or milestones shift.
What makes a driver communication app effective for trucking?
Fast status capture, clear prompts for documents, offline resilience, and a shared timeline visible to dispatch and customer-facing teams.
Why keep an exceptions playbook instead of handling each case ad hoc?
A playbook improves response speed, keeps customer messaging consistent, and protects billing data such as detention and lumper documentation.
Review your exception workflow live.
Share your current dispatch board process and we'll map where ETA updates and driver communication can be standardized first.
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