More Than a Carrier — A Strategic Partner

Most trucking companies deliver your freight and send you a bill. Quality Wheels delivers your freight, assigns you a dedicated success manager, and meets with you regularly to make sure everything is working perfectly — and to find ways to make it even better.

This is why we have 100% employee satisfaction and why our customers stay with us year after year. It’s the “Always Do Good” philosophy in action: when we invest in your success, everyone wins.

What Is Customer Success Management?

Customer Success Management (CSM) is a proactive, relationship-driven approach to freight partnership. Instead of waiting for problems to arise, your dedicated CSM:

• Monitors performance metrics — Tracks on-time delivery rates, transit times, claims, and cost trends specific to your account
• Identifies optimization opportunities — Spots inefficiencies before they become costly patterns
• Serves as your single point of contact — No more calling a 1-800 number and explaining your situation from scratch
• Advocates for your needs internally — Ensures your priorities are reflected in our operations planning
• Coordinates across services — Whether you use FTL, drop trailers, or dedicated lanes, your CSM manages the complete picture

Periodic Business Reviews

Every Quality Wheels customer receives structured business reviews — quarterly for standard accounts, monthly for high-volume partnerships. These sessions include:

Performance Scorecard

• On-time delivery rate (our fleet average: 98.2%)
• Tender acceptance rate (our fleet average: 100%)
• Claims ratio and resolution times
• Cost-per-mile trends and benchmarking
• Service exceptions and root cause analysis

Strategic Recommendations

• Lane optimization — Are there more efficient routes or scheduling adjustments?
• Mode optimization — Could drop trailer services reduce your detention costs?
• Volume consolidation — Opportunities to leverage higher volumes for better rates
• Technology upgrades — New tracking or API integration features that could benefit your operations
• Seasonal planning — Capacity planning for peak periods using our on-demand capacity solutions

Action Items & Accountability

Every business review produces a clear action plan:

• Documented findings and recommendations
• Assigned owners for each action item
• Timeline for implementation
• Follow-up at the next review cycle

How It Works

Step 1: Onboarding Your CSM learns your business — shipping patterns, pain points, priorities, and goals. We create a customized service plan aligned with your objectives.

Step 2: Execution & Monitoring As shipments flow, your CSM monitors KPIs and stays in regular communication. Issues are addressed proactively, not reactively.

Step 3: Periodic Review We sit down (in person or virtually) to review performance data, discuss challenges, and plan improvements. Nothing is left to assumption.

Step 4: Continuous Improvement Recommendations become action. New efficiencies are implemented. The cycle repeats, and your supply chain gets stronger over time.

Why This Matters for Your Business

Reduced Costs

Regular reviews consistently uncover savings opportunities. Customers who engage in quarterly reviews see an average of 8-12% logistics cost reduction within the first year through lane optimization, mode shifting, and volume consolidation.

Fewer Surprises

Proactive monitoring means issues are caught early. When your CSM notices a pattern of delayed pickups at a specific facility, they don’t wait for it to become a crisis — they work with your team to fix it.

Better Planning

Seasonal demand spikes, new product launches, facility changes — your CSM helps you plan ahead so capacity is ready when you need it. Our supply chain consultation expertise feeds directly into your strategic planning.

Stronger Partnership

When both sides invest in the relationship, trust grows. And trust means better rates, priority capacity during tight markets, and a carrier who genuinely understands your business.

Who Benefits Most

Customer Success Management delivers exceptional value for:

• Mid-market shippers (500-5,000 loads/year) — Get enterprise-level service attention
• Growing companies — Your CSM scales with you, adjusting service as your needs evolve
• Multi-service users — If you use multiple Quality Wheels services, your CSM coordinates everything
• Companies with complex logistics — Over-dimensional, specialty freight, or multi-stop shipments benefit from dedicated oversight

The Quality Wheels Difference

As the World’s Greatest Trucking Company (2025) and a Great Place to Work Certified™ carrier, our commitment to excellence extends beyond the road. Our CSM program reflects CEO Boris Agababian’s core belief: when you take care of people — drivers, customers, and partners — everything else follows.

Ready for a Carrier That Invests in Your Success?

Quality Wheels doesn’t just move your freight — we partner with you to optimize your entire logistics operation. Contact us to learn how our Customer Success Management program can reduce costs, improve performance, and build a freight partnership that grows with your business.

Start the Conversation | Call (847) 457-0990

Ready to Get Started?

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