Less-than-truckload auditing

Delivered an extension to a mature audit platform to support a new type of auditing, which enabled Triumph to reach new customer segments and reduce retention risk. The work required rethinking existing workflows within significant technical and operational constraints. The solution is now live with multiple customers and has delivered $750K in additional ARR.

Product

Triumph Audit

My role

Lead Designer

Impact

Expanded product to a $700M market
$750K in early additional ARR

Context

Triumph had a valuable customer churn, in part due to the absence of a less-than-truckload auditing solution. This exposed a retention risk as customer LTL volume increased, and teams needed a way to process LTL loads efficiently. While truckload workflows were well supported, LTL introduced materially different complexity around weight and class based pricing, EDI-based invoice ingestion, and the need to round-trip discrepancies through a TMS before approval.

Problem

Our existing audit experience assumed discrepancies could be reviewed and resolved in a single step. That model broke for LTL. Processors first needed to determine who was right by reconciling expected versus invoiced values, validating weight and class documentation, and re-rating loads before they could meaningfully review or submit an invoice.

Approach

I led the design of our first LTL auditing capability by introducing reconciliation as a required step before review. We partnered with an LTL domain expert and ran weekly working sessions with a live customer to validate assumptions, pressure-test concepts, and iterate with people doing this work daily. As a group we made a deliberate decision not to house contracts within the platform, allowing us to facilitate reconciliation without taking on contract accuracy or liability risk.

Solution

The core solution introduced a dedicated reconciliation experience that surfaced expected versus invoiced values, highlighted shipment-level discrepancies, and supported different re-rating behaviours depending on brokerage size and operational maturity. The flow was designed to handle asynchronous re-rating jobs, failure states, and visibility across the audit experience and dashboard, letting teams work efficiently by freight mode without leaving the system.

Impact