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Building a Dedicated Coverage and Ops Support Team for a 3PL with an Agent-Based Model.
Helping Agencies and Independent Agents to Grow their Book of Business from Day One.
The Challenge
A fast-growing logistics operation faced a major hurdle: they had no dedicated onboarding team to train and scale their agent workforce. This led to:
Workflow inefficiencies.
Delays in load booking and tracking.
Limited process visibility and coverage gaps.
The need for a structured, repeatable solution was urgent, and critical to keep pace with business growth.
The Solution
Avanza designed and deployed a nearshore team built around three essential departments:
Customer Service: Focused on load creation, appointment scheduling, and client updates.
Brokerage: Handled tracking, coverage, and documentation to close loads efficiently.
Operations Management: Oversaw lane quoting, issue resolution, and direct team communications.
Each role was backed by SOPs, enabling clear responsibilities and performance expectations from day one.
The Result
By streamlining operations and defining roles, Avanza delivered measurable performance improvements:
6,103 loads completed in just 16 months.
Top-performing agents managing 88–107 shipments/month.
Better communication, faster coverage, and cleaner data flow.
This structured support model became a core asset for long-term growth.
Avanza’s team has surpassed our client's expectations by delivering exceptional results through their structured operations.
Due to the industry increasing demands, we have successfully onboarded more agents, expanding our client's book of freight.
Due to the excellent performance, our client decided to create another team to provide service to their in-house accounts and asset-based division.
413 in-house account shipments covered.