How Sakaem Logistics Increased Productivity by 40% and Reduced Customer Service Interactions by 45% with Super Dispatch

Increased Productivity

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Reduced Customer Service Calls

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About Sakaem Logistics

Sakaem Logistics is one of the largest nationwide auto transport brokers in the United States. Operating since 2017, the company ships vehicles across all 50 states for both individual consumers and businesses. While individual customers make up a large share of shipments, Sakaem’s B2B operations, dealers, leasing companies, fleet operators, and corporate vehicle relocations, are a growing part of the business, where reliable carrier vetting and proactive communication are especially critical.

As a broker, the team coordinates every step of the process: quoting, booking, carrier vetting, dispatch, and door-to-door delivery communication. That coordination role, sitting between the shipper and the carrier, is exactly where efficiency and communication matter most.

Their Goal

For Sakaem Logistics, the vision was always clear: become one of the most efficient, reliable auto transport brokers in the country. But the tools available to the industry weren’t built for that level of ambition.

Running a brokerage meant stitching together an older load board, spreadsheets, and multiple compliance platforms just to move a single shipment. Every carrier had to be manually vetted across three separate systems. Every update to a customer required a call to a carrier first (if you could even get one on the phone).

“In the line of work of a traditional broker, there’s a lot of phone calls,” says Matthew Ibalushevsky, General Manager at Sakaem Logistics. “You’re not able to connect every time. It’s very time consuming.”

The gap between where Sakaem wanted to be and what the industry’s tools allowed was real. Agents were spending the majority of their day on dispatch calls with carriers, leaving little bandwidth for the customers they were actually trying to serve. The result was slower dispatch times, frustrated customers, and the kind of negative reviews that follow a brokerage when communication breaks down.

“That translated into cancellations, frustrated customers, and negative reviews,” Matthew says.

Sakaem didn’t have a process problem. They had an ambition that their tools couldn’t keep up with.

“With Super Dispatch, vetting takes a few seconds. Negotiating the load takes a few seconds. Assigning takes a few seconds. That is a drastic improvement in our operations.”

Matthew Ibalushevsky

General Manager

Their Solution

Dispatching Smarter: How Super Dispatch Closed the Gap

Matthew had watched Super Dispatch grow since its early days in the industry. He saw the platform’s goal clearly: give brokers better tools so they could serve customers better.

“I could see the idea, the goal, and the identification of an opportunity to provide a better solution,” he says. “Brokers need to be better equipped, more efficient, leaner, and able to assign the right carrier for the customer shipment.”

When the time came to upgrade Sakaem’s operations, the team took a deliberate approach. Rather than switching everything at once, they assigned one of their most critical accounts to Super Dispatch, with a dedicated account manager, to see how it performed. The results were clear enough that company-wide adoption followed naturally.

Super Dispatch gave Sakaem what no combination of spreadsheets and disconnected tools could: a single source of truth for dispatch, carrier vetting, pricing, document management, and customer communication.

Faster, smarter dispatching, instead of hours of phone calls to find and negotiate with carriers, Sakaem agents now get carrier options, vet them, negotiate rates, and dispatch – all in seconds.

“Vetting takes a few seconds. Negotiating the load takes a few seconds. Assigning takes a few seconds,” Matthew says. “That is a drastic improvement in our operations.”

Pricing Insights for a competitive edge The auto transport market is volatile, geopolitical events and fluctuating fuel costs make pricing unpredictable. Super Dispatch’s Pricing Insights tool has become a core part of Sakaem’s sales process. Agents are trained on it and use it daily to give customers accurate quotes from the start, which in turn makes it easier to attract and assign quality carriers at the right rate.

“Your goal is to understand the market and provide an accurate quote from the very beginning,” Matthew says. “That’s what allows us to find a reputable carrier, and dispatch more efficiently.”

One of Sakaem’s biggest frustrations with the old model was that brokers were “left in the dark” when it came to shipment status and forced to rely on carriers for updates before they could say anything meaningful to customers.

GPS live tracking changed that. When carriers have it enabled, Sakaem agents can tell customers exactly where their vehicle is and when to expect it, no calls to the carrier required.

“Most parcel and logistics services have offered live tracking for years, but auto transport has been slow to catch up. We’re closing that gap, and making real-time tracking the norm in our industry rather than the exception.“

Having bills of lading, invoices, and carrier documents centralized in one place has accelerated Sakaem’s payment process, and strengthened their carrier relationships as a result.

“Carrier companies represent us in front of our customers. It’s vital that we have a very good relationship with them. Super Dispatch makes us faster and more efficient at processing payments.”

Sakaem connected Super Dispatch to their internal system via API, so everything happening in Super Dispatch is automatically reflected in their system. Agents no longer need to jump between tabs to know what’s happening with a shipment.

“Super Dispatch bridges the gap between brokers and carriers, in the effort of providing a better customer experience at the end of the day.”

Matthew Ibalushevsky

General Manager

Their Results

Since adopting Super Dispatch, Sakaem Logistics has seen measurable improvements across productivity, customer service, and satisfaction.

With dispatch calls reduced to seconds instead of hours, agents have dramatically more capacity. Matthew estimates that productivity has increased 40% on average, even as the company has continued to grow and take on more volume.

Because agents can now give customers proactive, real-time updates, rather than vague estimates. Customers have far fewer reasons to reach out. Sakaem tracked a 45% reduction in customer service interactions across all channels since making the switch.

Sakaem runs CSAT surveys on every shipment. Their internal survey score sits at 4.8 out of 5, backed by hundreds of responses. On Google, they hold a 4.6-star rating, and they’re A+ accredited with the BBB.

“I believe these scores translate to the fact that we’ve adopted better tools that allow us to serve our customers better,” Matthew says.

Looking Ahead

With over 40,000 vehicles shipped in the past year alone, Sakaem’s scale means that even small per-shipment improvements add up fast. For Matthew, though, the most important outcome isn’t a number. It’s the shift in how his team spends their time.

“We want to be more available for our customers,” he says, “rather than just keeping up with minor details with carriers.”

That’s exactly what Super Dispatch has made possible.