Reps log carriers and rates on each lane, and managers can see who's following up. Each person only gets the parts of the app their job needs.
Customer bids run round by round. Pricing can compare each round to the last one and enter the award when it comes in, and customers send their files through an upload link instead of email.
Shipment issue reports come in by email every hour and the app reads them on its own. If a problem load has nobody on it, the people on shift get an email, then a text, and their backups get pulled in if it's still sitting. Every message it sends is logged.