How Velocity Is Structured (Rates → Quotes → Portal → Operations)

Velocity is designed as a connected workflow that turns pricing inputs into customer-ready quotes, converts accepted quotes into bookings, and then manages execution from a single operational command center. The structure can be summarized as:

Rates → Quotes → Portal → Operations

Each layer has a clear purpose, and each depends on clean inputs from the layer before it. When configured correctly, teams reduce manual work, avoid pricing errors, and keep customers informed without switching tools.

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1) Rates: Your Pricing Foundation

What it is
Rates are the source data that powers quoting. This includes contract rates, spot rates, and live rates from connected providers (depending on your setup).

What teams do here

• Maintain lane and service coverage (origins, destinations, modes)
• Keep validity dates current (effective dates, expiries)
• Manage surcharges and accessorials so quotes reflect real cost
• Normalize charge names so comparisons and breakdowns stay consistent

Why it matters
If rates are incomplete, out of date, or inconsistent, quoting becomes manual and operations suffers from rework (re-quotes, pricing disputes, misaligned scope).

Operational principle

• Rates should be treated as a controlled dataset: versioned, validated, and updated on a predictable cadence.

2) Quotes: Turning Rates into Customer-Ready Offers

What it is
Quotes transform rate data into a customer-facing offer with a clear total price, cost breakdown, service scope, and validity period.

What teams do here

• Generate quotes quickly using standardized inputs
• Apply pricing rules (markups, margins, customer-specific logic)
• Produce shareable outputs (link or branded PDF)
• Track quote status (sent, viewed, accepted, expired) to guide follow-ups

Why it matters
Quotes are where commercial speed meets commercial control. A consistent quoting process protects margin and reduces the “back-and-forth” that slows conversion.

Operational principle

• A quote should be complete enough that acceptance can move directly to booking without rework.

3) Portal: Customer Self-Serve (Quotes, Bookings, Tracking, Documents)

What it is
The portal is the customer-facing layer that allows self-serve activity and visibility.

What customers do here

• Request and compare quotes
• Accept and confirm bookings (depending on workflow)
• Track shipments via milestones and ETAs
• Upload and access documents in a structured way

What teams enable here

• Branding (white-label portal experience)
• Customer access boundaries (who sees what)
• Required fields and guidance so customers can complete actions without support

Why it matters
The portal reduces support load and increases customer satisfaction by providing a consistent “always-on” interface instead of scattered emails.

Operational principle

• Self-serve succeeds when the portal is simple, structured, and backed by predictable operations.

4) Operations: Execution Control Tower (Ops Tower)

What it is
Operations is the internal execution layer where teams manage shipment progress, workload, and exceptions from a single dashboard.

What teams do here

• Work shipments through milestones using shipment cards (route, cargo, services, ownership)
• Manage workload and pending actions by team, region, lane, and customer
• Detect and resolve exceptions (holds, missing documents, delays, change requests)
• Maintain an auditable operational narrative and timely customer updates

Why it matters
Operations is where revenue becomes delivery. A strong ops structure reduces delays, prevents missed handoffs, and keeps customers informed without chaos.

Operational principle

• Execution quality depends on clear ownership, visible priorities, and a single place to manage exceptions.

End-to-End Example: How the Structure Works in Practice

1. Rates are updated for a lane and service type (with validity dates and surcharges).
2. Quotes are generated using those rates, applying pricing rules and producing a customer-ready offer.
3. The Portal lets the customer accept the quote, confirm booking details, upload documents, and track milestones.
4. Operations manages execution: tasks, pending actions, exceptions, escalations, and consistent updates until completion.

What “Good” Looks Like (Success Criteria)

When Rates → Quotes → Portal → Operations is working properly:

• Rates are complete, current, and controlled (validated and versioned)
• Quotes are fast to produce, consistent, and easy to accept
• Customers can self-serve without frequent support requests
• Ops teams manage execution from one dashboard, with clear priorities and ownership
• Exceptions are handled through a structured workflow, not ad hoc emails
• Customers receive consistent status visibility and proactive updates

Recommended Setup Order (Implementation Best Practice)

If you are implementing Velocity or rolling out new teams, use this sequence:

1. Rates: establish coverage + templates + validation
2. Quotes: configure pricing rules + quote templates + sharing
3. Portal: branding + customer access + required inputs + doc workflows
4. Operations: shipment cards + workload views + exception playbooks + SLAs

This order ensures each layer has the data and process foundation needed for the next step to work reliably.