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Order Status Communication

What is Order Status Communication?

Order Status Communication in TMS.ai creates a real-time information flow from your drivers in the field through to your customers, using driver status updates from the mobile app to keep everyone informed about shipment progress without requiring manual phone calls or email updates. When drivers report pickups, deliveries, or issues through the Driver Mobile App, those updates flow into the order view where your team and customers can see current status.

This capability transforms how information moves through your operation. Drivers use the mobile app to share progress as they work through their assigned orders, reporting when they've completed pickups, updating delivery progress, or flagging issues that need attention. These updates immediately appear in TMS.ai's order view, creating a single source of truth about where each shipment stands. Your customer service team answers questions using real-time driver reports instead of outdated information, and customers who have visibility into shared boards or receive status updates see accurate information without placing calls.

How Order Status Communication works:

  1. Driver reports pickup completion: When a driver completes a pickup, they use the Driver Mobile App's status update function to mark the task complete. This update flows into the order immediately.
  2. Status appears in order view: The order's status field in TMS.ai updates to reflect the driver's report. The status change appears in the order timeline with a timestamp showing exactly when the driver made the update.
  3. In-transit updates flow through: As drivers make progress toward delivery, they can share additional status updates through the app. Each update adds to the order's activity timeline.
  4. Issues get flagged in real time: If drivers encounter delays, site closures, or other problems, they report these through the mobile app's status function. The issue appears in the order view immediately, alerting your team.
  5. Delivery completion documented: When drivers arrive at the delivery location, they use the app to mark delivery complete and capture proof of delivery (photos or electronic signatures). This final status update syncs to the order.
  6. Customer service uses current data: When customers call asking about their shipment, your team views the order and sees the latest status update from the driver, complete with timestamp. No guessing or calling the driver required.
  7. Status history builds automatically: Every driver update creates a timestamped record in the order's activity log. This audit trail shows the complete progression of the shipment from pickup through delivery.
  8. Shared boards reflect updates: For customers or partners with access to shared boards showing their orders, status updates appear automatically on the board as drivers report them.

What it means for you:

Your customer service team answers questions with facts instead of estimates. When a customer calls about delivery timing, you're looking at information the driver provided minutes ago, not information from the morning dispatch call. This accuracy builds customer confidence and reduces follow-up calls asking for updates on the updates.

The operational shift is significant. Your drivers document their progress as they work, which protects them when questions arise later about timing or completion. Your customer service team stops being the middleman who has to track down drivers for status information. Customers get accurate answers immediately, which improves their experience and reduces the load on your phone lines. The automatic status history gives you complete documentation for customer disputes, billing questions, or performance analysis without anyone manually logging events.