CRM for logistics and cargo transport: Organizing requests and fleet management

Dispatchers are overwhelmed with calls, notebooks, and Viber chats. Excel spreadsheets become difficult to manage with too many rows, and a single misclick can break formulas. This disorganization slows operations and eats into profits through costly mistakes.

In this article, we’ll explore how an industry-specific CRM for logistics connects drivers, dispatchers, accountants, and clients in a single digital workspace, transforming disorder into a streamlined, efficient system.

Logistics deals with more complex entities than just a “Lead” or “Contact.” Here, you manage a “Transport request”, which includes the route, type of cargo, vehicle specifications, driver details, and financial terms for both the client and the contractor. A simple sales funnel isn’t enough, because the transportation process is a multi-step operation with numerous variables.

Uspacy addresses this with Smart Objects, allowing you to create custom entities tailored to your business needs—without needing a developer. Instead of writing a truck number in a comments field, you can set up a full-fledged directory of vehicles or carriers.

Flexible settings let you customize the interface so dispatchers see only what they need.

The foundation of efficient operations is a well-organized database of counterparties. In logistics, it’s crucial to clearly separate those who pay you from those you pay. In Uspacy, this is done by managing entities separately: “Companies” for clients and a separate carrier database. When standard fields aren’t enough, Smart Objects step in. This tool allows full fleet management, letting you create a custom directory of vehicles. Each vehicle card can include fields like license plate, trailer type, and cargo capacity. Dispatchers can filter the database by parameters such as “reefer, 20 tons, Kyiv.

The next block is managing transport requests through sales funnels. The transportation process is broken into stages in a Kanban board: “New request,” “Finding vehicle,” “Loaded,” “Customs,” “Unloaded,” “Waiting for originals,” “Paid.” This visualizes the entire order flow. Separate multi-funnels can be created for different routes, each with its own set of stages. Financial tracking is handled in the deal card: client amount and carrier rate are recorded, and the system automatically calculates the margin for each trip.

The third key feature is automated document management. Logistics managers shouldn’t be manually typing contracts. Uspacy offers a template Document Generator. Managers open a deal card, where the client, carrier, route, and price are already entered, click “Generate document,” and the system populates all variables into templates for the Transport request agreement, Invoice, or Act. The result is a ready-to-use PDF in five seconds.

The fourth module is task management for operational control. Here, you can schedule recurring tasks: remind about maintenance, renew insurance, check driver medical certificate validity. Checklist functionality ensures no important steps are missed.

The nature of working with drivers is that they are rarely at a computer. The main channels of communication remain phone and messaging apps. That’s why integrating a CRM for a transport company with external communication lines is absolutely critical. Connecting Telegram or Viber allows managers to communicate with drivers directly from the deal card, keeping the entire chat history in one place. This protects the company from losing information if a manager leaves or is unavailable due to illness.

For driver convenience, it’s also possible to connect a personal Telegram number through specialized services. Quick communication can save the day when a vehicle is stuck at the border or cannot locate the loading warehouse.

Beyond messaging, integration with GPS systems and transport exchanges (like Lardi-Trans or Della) is essential. Open APIs allow seamless information exchange. Automatically posting available vehicles to an exchange or retrieving vehicle coordinates directly into the order card significantly saves dispatcher time.

Modern telephony can also be integrated into the system, enabling one-click calls. Call recording helps resolve disputes and monitor the quality of manager performance. Altogether, this creates a unified ecosystem where all tools work seamlessly in harmony.

A systematic approach transforms logistics from chaotic fire-fighting into a predictable, efficient business process.

Without a CRM, logistics in 2025 will struggle to keep up with faster, more efficient competitors. Manual processes slow down communication, and saving on automation today risks losing clients tomorrow. The era of spreadsheets and notebooks is over—upgrade your transport management now.