CUSTOMER SUPPORT

Efreightsolutions is a leader in Transportation and Logistics Software, focused on easy to use solutions that connect you and your carriers through automation.

Our Goal

To provide freight brokers, 3PLs and shippers with the best customer service in the industry.

Experienced Professionals

Our team is composed of experienced and professional individuals, equipped with technical skills and knowledge of the freight industry.

Off the Clock Support

We want to make sure you have a great experience with your TMS. When you need help our team is available without hourly support fees.

  • My team and I reviewed a number of other TMS systems, but we felt that EFS had a great product then and had great vision into our needs for the future. They have worked with us, listen to our feedback and they continue to release improvements that have made the TMS better.    

    Ryan Renne FreightSaver

IT STANDARD SUPPORT

During normal business hours our support team is readily available to ensure all your questions are answered. If we are not available please leave a message using one of the methods listed below, and you will receive a response as soon as possible. Please keep in mind that we respond to requests in the order they are received. Following are the most effective ways to connect with our support team:

Online Support Request

This is the most effective way to contact support. When logged into the application select the “Support Request” link from the navigation down menu. Please be specific in the description and you will receive a response as soon as possible.

Email Support

If you are unable to create a support request online, you can reach us via email at itsupport@efreightsolutions.com. Emails are distributed to the entire support team to be converted into support requests. We will use our discretion to set priorities for incoming emails.

Phone Support

Contact us by phone at 877-261-4004, and then press 2 to reach the IT support team. We will do our best to answer all incoming calls as well as respond to voice mails promptly.

EMERGENCY SUPPORT

Our emergency response procedure ensures our customers can access the application 24 hours a day, 365 days a year.

On occasion, an issue may occur causing an outage temporarily preventing users accessing the application. Therefore, we have procedures in place to notify all appropriate people during critical issues or system outages. Our servers and network infrastructure is designed to send automatic notifications to our staff in the event of service disruptions, they are sent once a server shows any signs of a problem.

Please do not use the emergency contact procedures for requests that can be handled during normal business hours. Voicemails not classified as emergencies will not be responded to until the following business day.

Please contact us if you are experiencing the following:

  • Server outage – No one in your company is able to access the application
  • Loss of all Data – All information in the system is unavailable, including loads and customer information
  • Login not working for all associates – Please contact us when none of your companies users are able to login to the application. This does not include one individual or an individual computer having problems gaining access.

On Call Staff

The office is staffed during normal business hours. If you require assistance outside of regular hours our on-call staff is available for high priority system outages.

We will do our best to answer all incoming calls as well as respond to voice mails promptly.

IMPLEMENTATION PROCESS

We make the implementation process easy by providing your freight broker with an abundance of resources and support. From training videos to onsite training we give you and your brokerage staff the tools that will make you successful. To that end we have devised a six phased implementation that will ensure initial and continued success with the cloud based EFS TMS software application.

Phase 1

DATA INTEGRATION

We make the implementation process easy by providing your freight broker with an abundance of resources and support. From training videos to onsite training we give you and your brokerage staff the tools that will make you successful.

To that end we have devised a six phased implementation that will ensure initial and continued success with the cloud based EFS TMS software application.

Phase 2

OPERATIONS TRAINING

Once all of your data has been loaded training can begin. The typical areas to cover during training are:

  • TMS Overview – Demonstrate a full overview of the TMS. This will help first time users understand the TMS application.
  • Front Office Training – This will demonstrate the tools available to your freight customers.
  • Back Office Training – This training will be done in 5-6 sessions. This will show your staff how to utilize the application and tools within the TMS.
Phase 3

ACCOUNTING TRAINING

Accounting training will commence once the Operations training is completed. Accounting training includes AR invoices, cash receipts, AP bills, check approval, and commission processing.

This phase will also include setting up any required accounting integrations (QuickBooks Online, Microsoft Dynamics Great Plains, flat file, etc)

Phase 4

USER ACCEPTANCE TESTING (UAT)

Once your site is built, data transferred, and training completed, we then turn the software over to you for end to end testing. We want to ensure that the you are completely satisfied with the TMS before going live.

At this point you and your staff will be able to use the TMS application to process shipments from start to finish. This will include active rating and your full set of freight customers.

Phase 5

GO LIVE

Once the UAT is completed we will work with you to set a Go Live date. We will communicate to all necessary parties exactly when the system will be live and make sure your staff and end users are fully trained and prepared.

Phase 6

IMPLEMENTATION REVIEW

Once you are live we conduct a thorough review of the implementation to ensure that all deliverables were met in a timely and efficient manner and that the new TMS application is benefiting your freight brokerage.