Bluegrass Transit carries non-emergency medical trips for three brokers. Each broker paid against its own trip file, and every month a share of trips was disputed because the file and the invoice disagreed.
The brokers' trip files were authoritative for what was booked. The invoice was built from what drivers logged. The two were reconciled by hand, after the fact, and the eleven percent that did not match became a month of emails.
Every broker trip now arrives with its authorisation number and lands on a FLEET account configured with that broker's rules: pickup window, mileage cap, signature required. A trip that falls outside a rule is flagged for the operator before the vehicle is dispatched, not after the invoice bounces.
"The dispute rate did not fall because we argued better. It fell because the trip was already right when it left the depot."
Each broker's invoice is generated from the trip records on its own cycle, with the authorisation number on every line. The brokers' finance teams match it against their own file in minutes.
Drivers are paid from the same trip record, so a disputed trip and a driver's pay for it move together instead of in two systems.
Invoices go out six days earlier, and the operations manager who used to own the dispute spreadsheet now owns the broker relationships.