Track & Trace Outsourcing

Outsourced track and trace that keeps every load visible.

Dedicated bilingual teams monitor active shipments through calls, approved portals and your TMS—collecting status updates, documenting activity and escalating exceptions according to your operating rules.

Schedule a Track & Trace Assessment Send Your Current Workflow

For freight brokers, 3PLs and transportation operations in the U.S. and Canada.

Active load
Scheduled check
Call / portal / approved source
ETA + location + shipment status
Update TMS

Load 87421In transit

Pickup: Confirmed ✓
Status: In transit ✓
ETA: 14:25 ✓
Customer update: Sent ✓

Next check13:00

Within account rules.
Continue the monitoring cycle.

Normal pathContinue monitoring

Exception pathDocument + escalate

Illustrative loads, not live shipment data. The SOP defines the path; your operation retains decision authority.

Track the routine.Surface the exception.Keep the decision with your operation.

Your operators should not spend the day chasing routine shipment updates.

Track and trace is necessary, repetitive and unforgiving. Every active load creates another series of check calls, portal lookups, ETA updates, TMS notes and customer communications.

As volume grows, brokers and operations personnel can end up spending a substantial part of the day collecting information instead of managing customers, carriers and exceptions.

Optimus provides dedicated track and trace capacity around a documented workflow, while your team retains control of the decisions that affect cost, service and customer commitments.

A white freight truck travels along a divided highway through farmland in late-afternoon light. — Every active load has a workflow behind it.AI-generated illustrative freight scene.

What can an outsourced track and trace team handle?

Defined shipment-monitoring work, from the first pickup confirmation to the final delivery update.

Scheduled check calls

Contact approved carriers, dispatchers or drivers according to the check-call cadence defined for the account.

ETA collection

Capture current location, estimated arrival times and other required shipment-status information.

Portal monitoring

Check approved carrier and visibility portals when they are part of the client's operating process.

TMS updates

Record approved shipment statuses, timestamps, notes and operational information inside the client's transportation-management system.

Pickup confirmation

Confirm that scheduled pickups occurred and document the required shipment information.

In-transit monitoring

Maintain the agreed check cadence while the load remains active.

Delivery confirmation

Confirm delivery status and update the corresponding operational records.

Customer shipment updates

Communicate approved factual shipment information according to customer-specific instructions.

Exception identification

Recognize conditions outside the documented normal path.

Exception escalation

Route the issue, supporting information and contact history to the appropriate client decision-maker.

Tracking information is not the same as operating the tracking desk.

Visibility technology can provide location signals. It does not necessarily eliminate the operational work surrounding a shipment.

Loads may still require contact attempts, portal checks, missing information, TMS documentation, customer updates and escalation when the expected tracking signal is unavailable or the shipment deviates from plan.

Optimus operates the defined workflow around the information sources your company approves.

GPS / ELDPortalsCarrier systems

Information signal

Optimus workflow

Verify
Document
Update
Communicate
Escalate

Your TMS

The operational layer around the tracking technology you already use.

From active load to documented status.

One normal path. A defined exit when the load needs your team's judgment.

A brass monitoring circuit connects a freight token, observation lens, records and a check marker; a separate branch leads to a decision station. — Monitoring continues around the loop. Exceptions follow a separate handoff. AI-generated conceptual illustration.

Normal pathCheck → document → communicate → check again

Load enters the monitoring queue
The team receives the active shipment through the agreed workflow or client system.
Check is triggered
Monitoring follows the cadence and account rules established during implementation.
Status is collected
The team uses the approved source: call, portal, tracking system or other defined channel.
Information is documented
Required timestamps, status details, ETA and notes are recorded in the approved system.
Routine communication is completed
Approved status updates are sent when required by the workflow.
The next check is scheduled
Normal shipments continue through the monitoring cycle.
Return to the agreed check cadence
Exceptions leave the normal path
When defined exception criteria are met, the team follows the escalation procedure instead of improvising a decision.
Client decision-maker receives the handoff

When the load stops following the normal path.

Example conditions to define in your SOP and escalation matrix before launch.

Driver unreachable

Multiple required contact attempts fail.

Pickup delay

Current information indicates the shipment may miss the scheduled pickup.

Delivery risk

Updated ETA conflicts with the required delivery window.

Tracking unavailable

Expected tracking source stops providing the information required by the workflow.

Unexpected shipment status

Reported information differs materially from the expected load status.

Customer-specific trigger

A defined condition requires notification or escalation for that account.

The pod documents the facts and follows the agreed escalation path. Your authorized personnel retain the decisions that affect pricing, service commitments, carrier strategy or other material business outcomes.

Delegate the monitoring. Keep the decisions.

The accountability line is documented before the first load enters the queue.

Normal path → Optimus executes.Exception → Optimus documents + escalates.Business decision → Client retains authority.

Track and trace execution and client decision responsibilities
Optimus Track & Trace Pod	Your Operations Team
Scheduled check calls	Carrier strategy
Status collection	Rate negotiation
ETA collection	Customer concessions
TMS updates	Material service decisions
Routine customer updates	Claims decisions
Contact documentation	Financial decisions
Exception detection	Recovery strategy
Defined escalation	Authority outside the SOP

Map the monitoring.
Define the handoff.

Schedule a Track & Trace Assessment Send Your Workflow

Built around your operation, not a generic tracking script.

Freight brokers

Track active loads while brokers and account managers focus on coverage, customers and exceptions.

3PLs

Add repeatable shipment-monitoring capacity across defined customer accounts or operational workflows.

Transportation operations

Support recurring shipment-status and communication workflows around active loads.

Scope is determined by shipment type, systems, volume, required channels, customer rules, hours and escalation requirements.

Your customers do not all need the same tracking workflow.

Check cadence, communication requirements, data fields and escalation rules can be documented at the customer, workflow or account level during implementation.

Account A

Check cadence: Every 2 hours
Information source: Approved calls + portals
Customer communication: After pickup + delivery
Escalate when: ETA risk exceeds 30 minutes

Account B

Check cadence: Every 4 hours
Information source: Approved status source
Customer communication: Update TMS only
Escalate when: Missed pickup: immediately

Account C

Check cadence: Portal first
Information source: Call if tracking is unavailable
Customer communication: Email on defined exceptions
Escalate when: Account-specific triggers

Illustrative account rules. Your actual cadence, thresholds and communication requirements are agreed during implementation.

Know whether the tracking workflow is actually being executed.

Potential workflow measures, defined around the work you delegate.

Final measures, targets, data sources and reporting definitions are agreed for each workflow.

Checks completed on schedule: Percentage of required checks completed within the agreed interval.
Update completeness: Required status information captured per completed interaction.
Documentation accuracy: Quality review of required fields and notes.
Escalation compliance: Whether defined exceptions were escalated through the correct path.
Response / contact attempts: Visibility into unsuccessful contact attempts where relevant.
Open exception visibility: Outstanding exceptions awaiting action or resolution.

Coverage that matches the loads you actually need monitored.

Schedule, staffing and handoffs are part of the scope—not a blanket availability promise.

Standard business-hour coverage

Teams can be aligned with agreed North American business-hour schedules.

Extended or after-hours workflows

Evenings, overnight, weekends and holiday requirements are assessed based on the workflow, staffing requirements and expected volume.

24-hour operations

Continuous coverage can be evaluated where the volume and team structure justify it. It is not included by default.

Your TMS remains your system of record.

Optimus teams can work inside client-approved systems and portals when access, permissions and operating requirements have been established during implementation.

The engagement does not require replacing your TMS or moving shipment information into a separate Optimus platform.

Carrier / Driver
Calls · Portals · Tracking technology
Optimus Track & Trace Pod
Client TMS
Client operations

Approved sources. Documented execution. Client-owned records.

No integration required by default.

The pod can operate through approved user access and documented workflows. Any API, custom integration or automation requirement is separately evaluated.

Start with one tracking workflow.

Define the work, the boundaries and the oversight before deciding how many people it needs.

Bring us the current process
Show us how loads enter the tracking queue and how they are monitored today.
Define the normal path
Check cadence, systems, required information and routine communications.
Define exceptions
Identify the situations Optimus should escalate rather than decide.
Define quality and reporting
Agree on what execution quality looks like and how it will be reviewed.
Build the team
Optimus recruits and prepares the dedicated personnel according to the agreed operating model.
Launch and calibrate
Run the workflow, review execution and refine documented rules where necessary.

A dedicated Track & Trace Pod with an accountable management layer.

For organizations that need both tracking capacity and operational oversight, Optimus can structure the workflow as a Managed Pod.

See Managed Pods

Dedicated personnel
Recruiting and employment
Named Optimus supervision
Routine QA
Weekly visibility
Monthly operational review
Escalation structure
Replacement hiring

Already manage a Colombia-based tracking team yourself? See Transition Pods instead.

Frequently asked questions.

Scope, systems, staffing and coverage for outsourced track and trace.

Ask about your workflow

What is track and trace outsourcing?

Track and trace outsourcing delegates defined shipment-monitoring work—such as check calls, ETA collection, portal checks, TMS updates and routine shipment communication—to an external operations team.

What does a track and trace agent do?

A track and trace agent performs scheduled check calls, collects ETAs and shipment-status information, checks approved portals, updates the TMS, confirms pickup and delivery, and sends routine customer updates. The agent documents and escalates defined exceptions according to the client's operating rules.

Can an outsourced team update our TMS?

Yes, where the client provides approved access and defines the required workflow and permissions. Your TMS remains your system of record.

Can we outsource check calls?

Yes. Scheduled check calls can be part of a defined track and trace workflow. The check cadence, approved contacts, required information and escalation rules are documented during implementation.

Can you contact drivers and carriers?

Yes, where the parties, contact methods and communication rules are included in the agreed workflow.

Do you offer after-hours track and trace?

Extended-hours requirements can be evaluated according to volume, schedule and staffing requirements. Evenings, overnight, weekends and holidays are scoped separately.

Do you provide 24/7 tracking?

Continuous coverage is not included by default but can be evaluated as part of the operating assessment. Availability, staffing structure and pricing depend on the agreed workflow and schedule.

Can we start with one person?

A Managed Pod may begin with one dedicated team member under shared lead oversight when the workflow and schedule make that structure appropriate.

Where is the track and trace team located?

Barranquilla, Colombia. Optimus provides dedicated bilingual English- and Spanish-speaking teams for U.S. and Canadian operations.

Can Optimus work with our existing tracking technology?

Yes. The operating assessment documents the client-approved TMS, portals, tracking tools and other sources used by the workflow. Any API, custom integration or automation requirement is separately evaluated.

Give us one active-load workflow.

Show us how your team tracks a load from pickup through delivery. We'll map the recurring work, exception boundaries, systems, coverage and oversight required to determine whether it fits an Optimus pod.