How to Manage Pending Work using the Customer Service Dashboard

The Customer Service Dashboard is a centralized tool designed to give real-time visibility into upcoming and overdue appointment-related activities. It helps prioritize and manage loads that require attention, enabling customer service teams to take proactive steps and avoid missed pickups, delays, or unnecessary charges.

Value & Impact

The Customer Service Dashboard functions as a control board for appointment management, allowing customer service teams to:

• Stay ahead of time-sensitive activities.

• Maintain clear visibility into what's past due, upcoming, or at risk.

• Improve coordination across internal teams (e.g., dispatch, yard, warehouse) based on load status and timing.

• Reduce missed appointments, late fees, and customer dissatisfaction.

How it’s most often used 

1. Identify Loads at Risk of Storage Charges:

   • Use the dashboard to monitor loads where the Last Free Day (LFD) is prior to today and the load has not yet been picked up.

   • These are critical items that may already be incurring charges or require immediate intervention to avoid additional fees.

2. Track Imminent LFDs:

   • Surface loads with an LFD scheduled for today or tomorrow that still show no pickup activity.

   • This allows the team to prepare for urgent follow-up, schedule appointments, or escalate if necessary.

3. Monitor Missed Pickup Appointments:

   • View appointments that were scheduled before today but still have not been picked up.

   • These entries help flag missed or delayed actions so they can be rebooked or investigated promptly.

4. Review Daily Appointment Volumes:

   • Quickly reference the number of pickup or delivery appointments scheduled each day for the current week.

   • This aids in workload planning, staffing, and identifying operational bottlenecks in advance.

In short, the Customer Service Dashboard is more than just a tracking tool—it's a centralized decision-making hub for managing daily operations with confidence.

Watch this video to see it in action!
Get a quick walkthrough of how to use the dashboard to monitor upcoming and overdue appointments, manage LFD risks, and maintain full visibility over time-sensitive activities.