What is FSO?
The problem
For three decades, fleets have layered tools on top of tools. TMS for planning, ELD for compliance, broker portals for loads, factoring for cash flow, separate systems for driver communication—each requiring logins, training, and constant status calls to bridge the gaps.
The result: operators spend more time managing systems than managing freight. Drivers get frustrated with multiple apps. Customers demand real-time visibility that requires manual coordination across platforms.
The answer (FSO)
FSO is a vendor-neutral operating model that runs the work—dispatch, driver support, live visibility, documents, billing, and compliance—so fleets subscribe to outcomes, not logins.
Instead of managing multiple systems, operators get a single view of their entire operation with predictable KPIs and transparent processes.
Core principles
- Vendor-neutral: Integrates with existing ELD, accounting, and broker systems
- Outcome-focused: You pay for results (POD→Invoice time, ETA accuracy) not seat licenses
- Full visibility: Complete audit trail and real-time status without black boxes
- Standards-based: Versioned specifications with MUST/SHOULD/MAY requirements
- Operator control: You keep your data, relationships, and decision authority
How it works
FSO combines two engines:
1. Event-driven automation
Plans/assigns loads, updates ETAs, matches documents, and assembles invoices. Monitors telematics, parses rate confirmations, tracks compliance deadlines.
2. 24/7 multilingual driver desk
Handles exceptions, coordinates facilities, confirms driver acknowledgments. Answers calls within SLA (P90 ≤ 60s), manages reroutes and weather delays—everything logged and auditable.
How it's measured
FSO success is measured by concrete KPIs:
- POD→Invoice time: ≤ 60 min (median) from POD stored to invoice sent
- ETA accuracy: ≥ 90% of arrivals within ±10 minutes of last ETA
- Inbound answer time: P90 ≤ 60s for driver calls
- Check-call reduction: ≥ 80% fewer manual status calls vs baseline
All metrics use UTC timestamps, median calculations for time-based KPIs, and P90 for SLA measurements—no gaming the numbers.
In practice
A typical trip:
- Operator forwards rate confirmation → FSO parses and assigns to available driver
- Driver gets dispatch via preferred channel (text, app, or call)
- FSO monitors ELD for pickup/delivery progress, updates ETAs automatically
- Driver encounters delay → calls desk, gets reroute coordination in their language
- POD captured → FSO validates against BOL, assembles invoice, sends to accounting
- Operator sees unified timeline without making a single status call
The operator maintains full control and visibility while FSO handles execution— no black boxes, no surprises, just predictable outcomes.