Freight Management Systems: How They Help Shippers
Shipping companies today face a critical challenge: customers and partners expect seamless digital experiences, yet many logistics providers still rely on outdated systems that frustrate users and erode competitive advantage. It is becoming more critical than ever to have a digital strategy in place to serve your customers and partners alike. Companies that don't adapt to a more tech-forward future with a focus on user experience will find it difficult to remain competitive and resilient over time.
For shipping companies, that tech-forward strategy comes together in the form of the transportation management system (TMS).
In the past, we have covered the topic of TMS tools and capabilities. In this blog post, we will explore the key User Experience (UX) features that distinguish a good TMS. These user experience features include:
- The ability to customize the UI
- Live tracking tools
- Access to direct communication with a representative
- The option of self-service
Signing On
Let's begin with the most obvious...
One of the quickest ways a provider can improve their UX is to allow their clients a seamless and simple way to access their dashboard. The process should securely capture and retain the user's information and business details in as few steps as possible on the front end.
This sounds like a no-brainier, but there is a lot of work and front-loading that goes into creating this capability on the back end. As companies' supply chains become more digitized, the need for access to more digital tools enters the TMS space.
Single Sign-On (SSO) is a way in which this is generally performed so as to keep all relevant tools the client may utilize through the platform easily accessible and all under one hood.
We will get to more of the options later but for now, it's important to know that creation of the account should be kept simple with a smooth login process from that point forward. If it becomes too tedious to start or a headache to get into then there is a chance that customers will look elsewhere for ease of access.
User Experience Focused Dashboard Customization
Because everything is shifting in favor of a fully digitized workplace, we all want to feel that we have some level of control and familiarity with the platforms we work with on a daily basis. This is especially true for those companies seeking to make a transition from a previously wholly traditional workflow to a digital supply chain approach.
It is important to be able to arrange the tools in a manner that suits the user's workflow. This looks different from one individual user to the next.
Allowing various tools, widgets, and indexes to be rearranged is something that users should have access to in order to improve the user experience. In essence, letting the user set up their own "desk" in a way that simplifies and streamlines tasks for them in the most comfortable way possible.
Obviously, unlimited customization is unrealistic but offering as many options as possible is the name of the game. You want your digital presence to feel comfortable and flexible not rigidly uniform.
Tracking and Confirmation
Package tracking used to be a premium service but now you can get up-to-the-minute tracking on most everyday orders. Because tracking has become a commonplace standard, users are wanting that same convenience no matter the delivery.
It is crucial that your TMS offers not only text-based location confirmation but some kind of visual representation. Between using scan-in/scan-out on all shipments at warehouses and GPS on trucks you are likely already gathering all the data needed on any order in your system. The ability to share that information with your customers in a user-friendly manner gives them an extra sense of peace of mind.
Benefiting more than just the UX, showing more accurate tracking information will let businesses anticipate stock with better precision. This ensures companies can meet their requests in a timely manner.
Integrated Communication Capabilities
While email is still a cornerstone, today's cyber citizen wants the ability to ask a question on the fly. Furthermore, they don't want to have to hit refresh on a third-party client while waiting for a reply. Ideally, they should be met with an integrated messaging feature to talk directly to someone.
Most TMS platforms have some integrated communication systems in place that allow for seamless communication between teams within their company. However, not all TMS solutions providers make it easy for clients to reach out directly from the platform itself.
Simplifying communications with customers and partners you serve right from the platform only helps build a more positive user experience.
Plan, Price, Purchase
The Plan, Price, Purchase workflow should include:
Plan: Give users the chance to plot the route for their shipments, allowing them to better understand timelines and costs while taking the guesswork out of the process.
Price: After the course for transport is plotted, the user should receive a concise breakdown of all charges. This includes a total price that is "all in" so they can budget without fear of surprise fees and hidden costs.
Purchase: Give them the option to pay directly from their TMS account, making the transaction seamless while simultaneously creating less work for your in-house staff.
Final Thoughts
When you're evaluating a TMS, remember that the best technology is technology that people actually want to use. User experience features like seamless sign-on, customizable dashboards, live tracking, integrated communication, and self-service purchasing aren't just nice-to-have additions—they're essential components that determine whether your team and your customers will embrace or resist your digital transformation.
A TMS with strong UX design reduces training time, improves adoption rates, and ultimately delivers better ROI on your technology investment.
Ready to see how Redwood's Modern 4PL approach combines cutting-edge technology with exceptional user experience?
Explore our case studies to see how we've helped companies transform their logistics operations, or contact us today to discuss your specific needs.
FAQs
What TMS user experience features matter most for shippers?
The most important TMS user experience features are simple sign-on, customizable dashboards, live tracking, integrated communication, and self-service purchasing. These features make the system easier to adopt, reduce friction for users, and help teams work faster with less training. A strong UX also improves visibility and makes day-to-day logistics work feel more manageable.
How does Single Sign-On improve the user experience in a TMS?
Single Sign-On improves the user experience by letting users access the TMS and related tools with one login instead of managing multiple credentials. That makes onboarding easier, reduces login friction, and keeps the platform more accessible in daily use. If account access is tedious, users are more likely to avoid the system or look for a simpler option.
Why is dashboard customization important in a transportation management system?
Dashboard customization matters because different users work differently, and a rigid interface slows them down. A good TMS lets users rearrange tools, widgets, and indexes so the platform matches their workflow. That creates a more comfortable, familiar environment and makes it easier to complete tasks without unnecessary clicking or searching.
How does live tracking improve TMS usability?
Live tracking improves TMS usability by giving customers and teams real-time shipment visibility through location updates and visual status information. That reduces uncertainty, helps users plan inventory more accurately, and supports faster responses to customer needs. When tracking is easy to understand, the platform becomes more useful and more trustworthy.
What communication features should a good TMS include?
A good TMS should include integrated communication features that let users message representatives directly from the platform. This reduces the need to switch between email, third-party tools, or separate systems just to ask a question. Built-in communication keeps conversations tied to the workflow and makes support feel faster and more connected.
What is Plan, Price, Purchase in a TMS?
Plan, Price, Purchase is a workflow that helps users route shipments, understand costs, and complete transactions in one place. Plan lets users map the shipment path, Price shows a clear all-in cost breakdown, and Purchase allows payment directly from the TMS account. It streamlines the process and reduces manual work for staff.
Why do better UX features improve TMS ROI?
Better UX features improve TMS ROI because people are more likely to use a system that feels simple, clear, and efficient. When sign-on, navigation, tracking, and communication are easier, training time drops and adoption tends to improve. That means the technology delivers more value instead of becoming a tool people avoid.
