GORILLA is fanatical about operational excellence. We systematized every aspect of our operations, from our carrier partner screening and rating processes to our billing, and everything in between. Our systems ensure that we never miss a beat, and our employees understand that operational excellence is critical to our customers' supply chain.
Before establishing a partnership with a carrier, we confirm a satisfactory quality and safety rating. We then sign a contract that protects the carrier, our customers and GORILLA. The safety rating, insurance limits and expiration dates, and contract all become part of TruckLoad24. The software then alerts us to negative trends in ratings, prevents us from using carriers with insufficient cargo insurance for loads of higher value, and warns us of impending insurance expirations.
Once we have an established partnership with a carrier, our three-part carrier rating system takes over. Part one is our carrier on-time percentage. We track on-time pickup and delivery averages of a carrier over three time periods: trailing three months, trailing six months, and trailing year. By watching these averages, we identify trends, both positive and negative, and prevent the assignment of carriers with poor ratings. The second part of our rating system is our predictive reliability factor. Using our proprietary implementation of applied probability and carrier histories, we predict the probability that a carrier is likely to be late picking up a load, late delivering a load, or encountering problems such as driver misconduct. The third part of our rating system is our critical nonconformity tracking system. When we hear of potential issues through a reliable source in the industry, or encounter major problems with carriers, we use a system of suspension or expulsion to eliminate carriers from our program.
We analyzed, streamlined, and systematized every step of the order lifecycle process to insure that our customer's experience with Gorilla is the best it can be.
We strive for the ability to quote thousands of rates per day. Using historical and real-time market intelligence, we aim to provide our customers with pricing that is fair and competitive. Many customers want to turn to us for immediate quotes on one or more lanes. They want us to return these rates within minutes if not seconds. Price requests can be made through phone, e-mail, or web.
Acceptance Orders arrive at Gorilla in many ways: by phone, fax, email, EDI, and via the internet. When an order has been accepted, we work through the following steps:
Shipment Confirmation and Scheduling
In TruckLoad24 we maintain loading hours, appointment requirements, and contact information for every facility at which we load or deliver. Knowing who to contact if a load is ready can save a tremendous amount of trouble and money. Each shipment is confirmed and scheduled to insure that everyone, from our customer to the driver, has the best possible experience when dealing with Gorilla.
We maintain directions in our system to all of our loading and delivery points, saving our customers, their suppliers, and their customers time and aggravation in repeating directions repeatedly. Maintaining directions from multiple routes in a single place sounds simple, but it's a small thing that reduces confusion and saves time for our drivers and carriers.
We maintain driver contact with the majority of carriers who haul for us, beginning before dispatch, when we check everything for equipment specifications to timing to likely causes of service failures, all the way through to delivery. At a minimum we speak with drivers before dispatch, upon loading, and upon delivery, but require a series of intermediate check-ins based on the length of haul and service requirements of our customer. Our employees are professional, polite, quick, and thorough. Often it is the way in which our operations employees pose questions to drivers that prevents the most significant problems, so we train, retrain, and then train some more.
While our operations employees do everything they can to make sure drivers call, sometimes a more proactive response is required. When drivers fail to call by their expected check-in times, we contact them on cell phones or through carrier dispatchers. We also receive EDI 214 status updates from our EDI-enabled carriers.
The last step in the order life cycle is billing. Our billing is fast, flexible, and accurate. We have built in systematic controls to avoid incorrect or incomplete bills and avoid adjustments and re-bills. We bill on a single load basis or with consolidated bills that group shipments onto multi-load invoices, and can deliver bills by mail, fax, email, or EDI.
Much of what we do at Gorilla occurs by phone, but we are fully EDI capable, exchanging load tenders, status updates, and invoices with our customers and carriers.
EDI status updates are sent on a timed basis during the lifecycle of an order, on an event-driven basis, such as on loading or on unloading, or on an exception basis, such as when a load will be delivered at a time outside of the delivery parameters. Updates are available by email as well, so a customer may choose to receive emails confirming the delivery of every load, for example.
Through our web interface we expose scheduling, dispatch, tracking, and problem resolution detail. Customers use the operational functionality of our website to watch the flows of their freight through their supply chains.
Our custom reporting capabilities allow us to create reports in minutes that provide a wide range of both data and analysis to or customers. Reporting tools help our customers pinpoint bottlenecks in their supply systems, understand varied performance across multiple work units, and compare efficiency between product line operations, among many other things..