Quote Tracking & Pipeline Visibility (Viewed, Accepted, Expired + Filters)

Quick Overview

Velocity’s Quote Tracker helps freight teams review quote status, customer engagement and follow-up priorities. Filter quotes by agent, customer, route or status to identify outstanding decisions and expired offers. Keep commercial acceptance separate from booking confirmation, and use consistent reporting definitions to measure how quotes progress into business.

The Quote Tracker: Statuses and What Each Means

Quote status = where the quote is in the customer decision cycle.

Draft

• Quote is being prepared or reviewed internally.
• Not yet delivered to the customer.

Recommended action: validate scope, charges, margins, and validity before sending.

Sent

• Quote has been delivered (via link and/or PDF).
• Customer action is not yet confirmed.

Recommended action: schedule a follow-up based on expected response time and expiry window.

Viewed

• Customer opened the quote.
• This is typically the strongest early “intent” signal.

Recommended action: follow up quickly with clarification and a direct next step (call, confirmation, or “Book Now”).

Accepted

• Customer confirmed they want to proceed (commercial acceptance).
• Next step is execution: booking workflow and final operational confirmations.

Recommended action: convert to booking and confirm any dependencies (pickup details, commodity, documentation).

Expired

• Quote validity ended.
• The quote should not be treated as “actionable” without renewal/re-rate.

Recommended action: re-rate, reissue, and clearly state the updated validity.

Quote Status, Engagement and Booking Status

Quote status describes the commercial progress of an offer. Views, downloads and clicks provide additional engagement information, while booking confirmation belongs to the operational workflow.

A viewed quote has not necessarily been accepted. A click on a booking link does not, by itself, confirm carrier space or equipment. After acceptance, check the applicable rate validity, shipment details and booking requirements before confirming the next step to the customer.

Use the quote reerence and version when discussing changes so that the customer and your team are working from the same offer.

Use engagement signals to guide follow-up

Recorded views, downloads and clicks can help your team decide when to follow up. They provide context, but they do not confirm that the customer has approved the price or decided to book.

• View recorded: Ask whether the customer needs clarification about scope, charges or timing.
• Download recorded: Offer supporting information for anyone involved in the decision. Do not assume that internal approval has started.
• Action clicked: Check whether the customer completed the intended action or needs help proceeding.
• No engagement recorded: Confirm that the customer can access the quote. An absent event does not establish that the offer was ignored.

Combine engagement information with the customer’s stated shipping date, decision deadline and quote validity. Use those details to agree a useful next step.

Filtering and Segmentation (Agent/Customer/Route/Status)

The tracker becomes most valuable when you segment pipeline views by who owns the deal, who the buyer is, and what you’re quoting.

Use filters to answer common sales questions:

Filter by agent (ownership and accountability)

• See which quotes each rep is responsible for.
• Prevent “orphaned” quotes with no follow-up.

Filter by customer (account visibility)

• View all active quotes for a single customer.
• Identify repeat lanes, pricing patterns, and stalled approvals.

Filter by route (lane performance)

• See which routes generate the most quote activity.
• Identify lanes where customers frequently view but do not accept (pricing or scope issues).

Filter by status (follow-up prioritization)

• Viewed and Clicked quotes should usually be prioritized first.
• Expiring soon should be prioritized next.
• Sent but not viewed suggests delivery friction or low engagement.

Filters convert the tracker into an action list: who to follow up with, why, and in what order.

Follow-Up Workflow (Who Follows Up, When, and With What Message)

A consistent follow-up process prevents lost revenue and improves conversion rates.

Step 1: Set a clear quote owner

Identify one person responsible for coordinating the quote, even when pricing, sales and operations all contribute. The quote creator and the person responsible for the next customer action may be different.

Record the owner, current quote reference, latest customer response and next follow-up date in the agreed quote or CRM record. When ownership changes, hand over outstanding questions and approaching deadlines.

Step 2: Prioritize by deadline and required action

Review customer requests, approaching shipping cut-offs, quote expiry and unresolved pricing questions before using engagement signals to order the follow-up queue.

An urgent shipment with no recorded views may need attention before a recently viewed quote for a later shipment. Accepted quotes also need follow-up when booking details or operational confirmations remain outstanding.

Step 3: Follow up with a specific next step

Each follow-up should resolve a question or confirm an action: clarify the shipment scope, check the decision date, obtain missing information or explain how to proceed.

Before expiry, remind the customer of the offer’s validity and check whether a revision is needed. After expiry, revalidate the relevant rates and conditions before issuing a renewed offer. Clearly identify the version that replaces the previous quote.

For the renewal process, see quote expiry and renewal.

Step 4: Message templates (copy-ready)

A) Viewed (high intent)
Subject: Quick check-in on your quote
Message:
“Hi [Name], I saw you had a chance to review the quote. Are there any scope details we should confirm (pickup/delivery, cargo details, timing)? The quote is valid until [date]. If you’re ready, I can help you proceed to booking.”

B) Downloaded (internal review)
Subject: Anything needed for internal approval?
Message:
“Hi [Name], thanks for downloading the quote. Who else will be reviewing it, and what timeline are you working toward? I can provide an alternate option or clarify inclusions/exclusions if helpful.”

C) Sent but not viewed (receipt confirmation)
Subject: Confirming you received the quote
Message:
“Hi [Name], sharing the quote again here in case it got buried. Please confirm you can access it. If you tell me your preferred pickup/delivery scope and timing, I can ensure the option is best-fit.”

D) Expiring soon
Subject: Quote validity ending on [date]
Message:
“Hi [Name], a quick reminder that the quote is valid until [date]. If you’re planning to proceed, I can reserve the option or revalidate pricing and reissue an updated quote.”

Measure quote acceptance and booking conversion

Quote acceptance and confirmed bookings measure different outcomes. Track them separately to understand where customer decisions or operational handoffs are slowing down.

Start with a defined group of quotes, such as quotes first sent during a calendar month. Follow that same group through a stated reporting date.

Quote acceptance rate

Calculate the percentage of issued quotes that received commercial acceptance:

Quote acceptance rate = accepted quotes from the selected group ÷ quotes issued in that group × 100

Quote-to-booking conversion rate

Calculate the percentage of issued quotes that resulted in a confirmed booking:

Quote-to-booking conversion rate = quotes linked to at least one confirmed booking ÷ quotes issued in the selected group × 100

Count each quote once for this measure, even if it produces several bookings. Report the number of bookings separately.

Keep reporting consistent

Exclude drafts, test records and duplicates. Group revisions of the same offer under one reporting identity so that resending a quote does not inflate the denominator.

Record the reporting date and allow time for customers to decide. Quotes issued near the end of a month may convert later. Compare groups with similar follow-up periods, and state how cancellations are treated.

Use a confirmed booking reference from the operational system when measuring booking conversion. Acceptance alone should not be counted as a confirmed booking.

Find where follow-up is needed

Review results by agent, customer and route alongside the number of quotes in each group. Investigate accepted quotes awaiting booking, repeated revisions and offers that expire without a recorded decision.

Where reasons are available, distinguish price objections, service requirements, postponed shipments and unavailable capacity. These require different responses and should not all be treated as pricing failures.

Best Practices for Pipeline Hygiene

• Give each active quote a clear owner and next action.
• Keep the current version and expiry date easy to identify.
• Prioritize customer deadlines, missing information and operational requirements.
• Use engagement signals as context for follow-up.
• Review accepted quotes that have not reached booking confirmation.
• Record customer feedback before attributing an unsuccessful quote to price.
• Apply the same definitions when comparing acceptance and booking conversion across teams.