CUSTOMER STORY

W.W. Rowland Trucking processes inbound RFQs in seconds with Ripple

RFQ and RFP quoting

Inbox-driven operations

Intermodal trucking and drayage

A leading drayage & LTL operator needed fast, accurate quoting that could keep pace.

W.W. Rowland handled every inbound RFQ and RFP manually. Quotes were buried in an inbox that received workorders, PODs and customer enquiries. As quote volume grew across multiple terminals, response times ran to hours, FSC calculations became harder to apply consistently, and speed directly affected win rate.

FOUNDED

1971 Houston, Texas

INDUSTRY

Intermodal trucking and drayage

LOCATIONS

10 terminals across the US

USE CASE

Inbox-driven operations

AT A GLANCE

A growing logistics team needed governance that could keep pace.

As Polo 4PL scaled, customer ownership rules became harder to enforce across HubSpot. Quarterly manual audits consumed leadership time and surfaced issues only after they had already happened.

US terminals in the operating footprint

90%

Reduction in team time spent on manual quoting

Secs

Quote response time, reduced from hours

90% +

Inbound quotes processed correctly and accurately from go-live

CUSTOMER STORY

In our business, speed matters. The first response often gets the first conversation, and the first conversation gives you the best chance of winning the freight. Ripple has taken a process that used to take hours and reduced it to seconds, without compromising accuracy. What used to take our team 95% of their time now takes 5% so they are freed to focus on customer value.

Jason Trent – SVP Sales & Marketing, W.W. Rowland Trucking

THE PROBLEM

Rowland's quoting inbox was carrying business-critical work manually.

SPEED

Response times ran to hours

In spot drayage, delayed first response means lost engagement. Every inbound RFQ or RFP had to be reviewed and handled manually.

SPEED

Customer-specific FSC rules had to be right

Customers required their own fuel surcharge rates on every quote and were checking them, making manual application at volume error-prone.

SCALE

Volume was outpacing team capacity

Demand across Dallas, Nashville, Houston, and other locations grew faster than the team could handle with manual inbox workflows.

THE SOLUTION

Ripple took on inbound quoting inside Rowland's existing inboxes.

Ripple's agents sat directly in Rowland's inboxes. RFQs and RFPs moved from inbox to quote in seconds, while complex requirements and exceptions were identified and made visible to the team proactively.

Capture RFQs & RFPs

Inbound RFQs and RFPs identified from thousands of emails in the existing quoting inbox.

Read requirements

Ripple deciphers unstructured drayage codes and complex customer requirements.

Calculate FSC

Customer-specific fuel surcharge rates are applied dynamically on quotes.

Generate quote

Standard work is processed end-to-end without a dispatcher opening the email.

Escalate exceptions

Only exceptions - Overweights, Hazmats, Residentials etc. are routed back for human attention.

IMPLEMENTATION

Deployed across multiple locations without replacing Rowland's systems.

WORKFLOW

RFQ and RFP quoting

RULES

Customer-specific FSC rates

COVERAGE

Multiple US locations

CHANGE

No system replacement

Inbox-native execution

Ripple ran where the work already lived, without asking dispatchers to adopt a new front end.

Variation handled in workflow

Drayage codes, requirements, FSC logic, and customer-specific rules were handled dynamically.

Human control preserved

Exceptions and complex cases stayed in the workflow for the team to review when needed.

IMPACT

Hours became seconds, while quote accuracy stayed above 90%.

OPERATIONAL IMPACT

Manual effort reduced by 90%

Quote handling moved from manual inbox work to automated execution. Team time reduced materially. Same agent model deployed across locations

REVENUE IMPACT

First-response speed improved win potential

Quote response dropped from hours to seconds. Customers noticed faster engagement. More quote volume could be answered

ACCURACY AND SCALE

90%+ quotes correct and accurate

Customer-specific FSC rates applied consistently. Unstructured requirements deciphered. High volume handled without adding proportional headcount.

TAKEAWAY

Ripple has supercharged Rowland's high-volume drayage operation.

Faster response times. Consistent pricing. More capacity.

Ripple enables W.W. Rowland to respond in seconds, apply customer-specific pricing consistently, and pursue more opportunities to win business and grow.