The Central Dispatch Marketplace Integrity Team was created to support our clients and help keep them safe on our platform. Hear directly from Katie Louk, Director of Operations, and Caleb Oakley, Sr. Manager, Marketplace Integrity to learn about their roles and how this team helps Central Dispatch clients every day! 

Share a bit about your role at Central Dispatch. 

Katie: As Director of Operations at Central Dispatch, I lead strategic initiatives to ensure a safe, secure, and seamless platform experience for all users. My focus is on delivering exceptional client service at every touchpoint, from onboarding to ongoing support. I oversee the efficient and timely vetting of all incoming users, ensuring only properly licensed and insured professionals gain access to our network. 

Caleb: I lead Marketplace Integrity efforts for Central Dispatch. Lately my role has been focused on addressing fraud in the industry and working with key stakeholders to help secure the marketplace, but I am also engaged in other non-fraud related work that will positively impact Central Dispatch and the industry in general. 

What does a typical day look like? What kinds of things are you monitoring or responding to? 

Caleb: A typical day for me often involves extensive research and discussion around fraud trends in both the industry and ​​​​the impact it has on Central Dispatch. I am often engaged in identifying root causes of automotive shipping fraud and place special emphasis on stolen vehicles. While reacting to active incidents is critical, I spend many hours a week engaged in efforts to proactively identify suspicious activity with the goal of preventing fraud and theft from occurring on the platform. Using data analytics and advanced reporting, I am dedicated to staying ahead of bad actors.  

What are some of the most common threats or issues you’re on the lookout for? 

Caleb: A bad actor’s ultimate goal is to steal high-value/luxury vehicles, and they accomplish this through numerous different schemes, but they all tend to show some similarities. For example, bad actors will often engage in identity theft and pose as legitimate carrier companies to conduct fraudulent activity and so we are often focused on ways to more thoroughly inspect prospective Central Dispatch accounts prior to their activation. 

What are the top three priorities the team is currently focused on, and how do these priorities impact the safety and experience of users on Central Dispatch? 

Katie: Our top priorities are centered around strengthening the foundation and future of the platform. First, we’re focused on enhancing Marketplace Integrity by allowing only qualified, trustworthy users are active on the platform. Second, we’re committed to delivering an exceptional client experience at every touchpoint, from onboarding to ongoing support. 

These priorities play a vital role in ensuring both the safety and overall experience of users on Central Dispatch. By enhancing marketplace integrity, we help prevent fraudulent or unqualified users from entering the platform, creating a more secure environment. Delivering an exceptional client experience ensures users feel supported and confident throughout their journey. Encouraging subscriber longevity fosters a stable, engaged community, which contributes to a more reliable and trustworthy marketplace for everyone. 

Caleb: Our top three priorities right now all involve efforts to help protect our customers:  

• Making sure we know exactly who is on our platform 

• Providing the marketplace with solutions to help track the chain of custody of their vehicle 

• Creating barriers for bad actors to ​​mitigate fraudulent activity 

Each of our priorities are specifically targeted at addressing the most pressing issues our marketplace and industry are experiencing. Our users want to have an increased level of confidence that everyone on the platform is exactly who they say they are, that their vehicles will make it safely to their intended destination, and that they will not encounter bad actors. 

Share an example of how your work has directly improved a user’s experience. 

Katie: One clear example of how our work has directly improved a user’s experience involves a broker who was previously one of the most vocal critics of the platform, particularly around issues of fraud. After implementing stronger marketplace integrity measures and increasing transparency around our efforts, he began to recognize and appreciate the work Central Dispatch is doing to combat scammers and protect users. Not only did his sentiment shift, but he also became an advocate, sharing best practices aligned with our standards to his peers, ultimately helping to elevate safety and awareness across the broader user community. 

What’s a recent “win” or success story that the team is especially proud of? 

Caleb: We are especially proud of the efforts made to move to phone as the only method for multi-factor authentication. We understand that bad actors will often target email accounts, and we are highly confident that moving to phone-only MFA will be a positive step forward in protecting the marketplace and preventing vehicle theft.  

What trends are you seeing in the space that could impact how Central Dispatch operates? 

Caleb: Central Dispatch is in close communication with the Federal Motor Carrier Safety Administration (FMSCA) and understands that there will be many positive enhancements made to the way the FMCSA from registration processes to their online portal. Central Dispatch is preparing for these changes so that we can continue supporting our customers.  

How is the team preparing for these trends or shifts in the industry? 

Katie: Our team is taking a proactive, multi-layered approach. We’re building strong partnerships with cybersecurity experts, product and technology teams, and legal and marketing departments to ensure our defenses are both technically sound and strategically aligned. We’re also partnering with our internal physical security teams to help secure assets and leverage their established relationships with law enforcement to support investigations and enforcement efforts. 

In addition, we’re collaborating with industry peers, leveraging social media listening to detect early warning signs, and attending industry conferences— not only to stay informed on best practices and innovations, but also to share our viewpoints and contribute as an industry leader. 

What do you find most rewarding about working on this team? 

Katie: What I find most rewarding about working on this team is the all-in attitude that exists at every level of the organization. Everyone is incredibly resilient, dedicated, and agile, always ready to adapt and support one another. It’s inspiring to be part of a group that consistently shows up with purpose and passion. Above all, it’s the amazing culture we’ve built—one rooted in collaboration, trust, and shared commitment—that makes this work truly fulfilling. 

What’s the most surprising thing you’ve learned since joining the team? 

Katie: The most surprising thing I’ve learned is just how complex it is to develop new tools while maintaining platform integrity. Balancing innovation with security, compliance, and user trust requires deep cross-functional collaboration, careful planning, and constant vigilance. It’s given me a new level of appreciation for the behind-the-scenes work that keeps the platform both evolving and stable. 

What’s one thing you wish more people knew about the work your team does? 

Katie: I wish more people knew about the incredible level of care and commitment our team puts into exceeding client expectations. Every decision, every process, and every improvement are made with the client experience in front of mind. It’s not just about meeting standards, it’s about going above and beyond to ensure users feel supported, valued, and confident in the platform. 

Caleb: That not only do we hear all the chatter around Central Dispatch and the logistics industry but that we appreciate every bit of it, both positive and negative. Everything we do is done with an eye on the customer’s experience and safety in mind and that there is a team of passionate humans working hard to make a positive difference for everyone.  

Manage your Preferred and Blocked companies to shape who you see—and who sees you—on Central Dispatch. 

In the fast-moving world of automotive logistics, trust and efficiency are critical. Whether you’re managing a high volume of dispatches or building long-term relationships with reliable partners, having control over your network helps you reduce risk, save time, and operate with confidence. 

Central Dispatch’s Preferred and Blocked functionality allows you to manage your professional relationships directly in-platform—promoting visibility for trusted partners and avoiding those you no longer wish to work with. 

Preferred Carriers: Streamline Your Workflow 

Adding companies to your Preferred network makes it easier to work with trusted partners. Preferred status improves visibility and simplifies selection across key workflows: 

• Carriers can filter listings to show only Preferred shippers when searching for vehicles. 

• Shippers will see Preferred carriers at the top of the list when creating a dispatch or assigning a load. 

• Both can view and manage Preferred status directly from the Network tab of the Company Profile page. 

Blocked Partners: Visibility Matters 

Blocking a company removes visibility across key workflows—for both sides. Whether you’re a shipper or a carrier, this feature helps you maintain control and protect your business from unwanted interactions. 

• Carriers will not see listings from shippers they have blocked or shippers who have blocked them.  

• Shippers will not see carriers they have blocked or carriers who have blocked them.  

• Both can view and manage Blocked status directly from the Network tab of the Company Profile page. 

 
This mutual visibility removal ensures your network stays focused on trusted relationships—helping you avoid surprises and operate with confidence. 

Tips to Get the Most Out of Your Network 

• Actively manage your network: Regularly review and update your Preferred and Blocked companies based on recent experiences. 

• Use filters wisely: When searching for loads use the ‘Shippers Preferences’ filter to streamline your workflow.  

• Ensure proper access: Only users with Owner or Admin and Member Manager roles can manage these lists—make sure the right team members are set up to make updates. 

Ready to take action?  

Read the step-by-step guide to manage your network with confidence. 

Digital logistics has brought many benefits to both shippers and carriers, but it’s also increased the risk of phishing scams. Make sure you know how to identify and avoid them with these tips and best practices from our Marketplace Integrity Team.

How To Spot Phishing

• Most phishing scams start when a bad actor contacts you via text or email, asking you to click a link. That link often looks like the Central Dispatch login page, but is in fact a phishing site designed to capture your username and password.
• Other times they’ll direct you to a fake FMCSA website where you’ll be prompted to enter your FMCSA details.

Best Practices To Keep Your Business Safe

• Pay attention to notifications from Central Dispatch alerting you to changes in your user or company profile. Take action by calling Central Dispatch immediately if this looks suspicious to you. Never click on any links received via email and/or text from third parties directing you to Central Dispatch.
• Always type the URL in your browser before entering login or account information.
• Take precautions if anyone is offering you money to re-route a delivery. Request that all changes and communications be made within the Central Dispatch platform.
• Take extra care to double-check details, like confirming the identity of the shipper or carrier. This can prevent costly mistakes and keep your business safe.

Visit our Safer Shipping Hub to learn more about other ways you can keep your business safe.

Questions about security or fraud? Contact our Marketplace Integrity team at CentralDispatchFraudClaims@coxautoinc.com

Hear from Lainey Sibble, our Head of Business, as she shares how Central Dispatch is enhancing marketplace security by making your transport safer, more transparent, and more secure.

What this means for your account, and how it protects you 

With increasing security challenges in the transportation industry, keeping your Central Dispatch account protected is more important than ever — and there’s a quick and easy way to do it.  

Verifying your phone number allows you to use a secure multi-factor authentication method by receiving future one-time passcodes via SMS text messages instead of emails. Receiving multi-factor authentication passcodes via SMS is the most reliable and strongest method of verification.  

We first began requiring multi-factor authentication for all accounts last year and are now encouraging all users to verify their phone numbers to shift to receiving one-time passcodes for MFA via SMS text messages.  

It only takes a few seconds to add your phone number and enter the code sent to your phone via SMS text message. Once you verify your phone number, we will send all future MFA one-time passcodes via SMS text message, making it difficult for bad actors to access your account. 

Each employee or contractor under a Central Dispatch account will need their own login credentials for fast, secure access to the platform. These credentials can be set up via User Management and will allow each user to use their own phone number as the verification method. Phone numbers will not be able to be shared across usernames inside the platform.  

Make sure your current phone number is linked to your account > 

View the User Management demo video >  

Set up your employees with User Management > 

To our valued customers,

Transportation fraud has increased over the past several years, posing a serious challenge to our industry. At Central Dispatch, we recognize the impact this has on our customers, and are committed to helping combat it. Our dedicated Marketplace Integrity Team, enhanced security features, and strong partnerships with industry leaders ensure we are not only responding to these threats—but actively shaping a safer, more trustworthy marketplace for everyone.

Just in the past year, we’ve implemented numerous platform features and resources, taking quick action to help protect you against fraud and ensure you can find reputable partners. You can find a comprehensive view (shippers and carriers) of the enhancements we have made, and I want to highlight key initiatives:

Our marketplace offers User Management so you can reduce the risk of identity theft by giving your team members their own sign-in credentials and permission levels. We also implemented notifications to alert you to changes to your account, such as to approved users, profile information, or company information. Next, we have added a layer of security to your account both at sign-in and when updating important account information through multi-factor authentication. Multi-factor authentication features mobile phone verification, giving every account an extra layer of protection against unauthorized access. FMCSA details, insurance documentation, and Transactional Ratings are easily accessible on Central Dispatch profiles so you can verify your partner.

Real-Time Tracking through our carrier mobile app sends live location and delivery updates to a shipper’s device, providing a greater level of visibility and peace of mind.

These capabilities are an important step forward, but they’re just one part of a broader, ongoing effort to strengthen marketplace security.

Strengthening the Onboarding Process

We have and will continue to add new ways to verify the identities and legitimacy of users attempting to create Central Dispatch accounts.

Daily Monitoring & Fraud Detection

We use AI to identify accounts that may be engaging in non-compliant activity, analyze the behavior, and ensure prompt action where needed. So far in 2025, we’ve deactivated nearly 1,000 accounts in violation of our terms and conditions.

Fraud Investigation & Response

Backed by the power of Cox Automotive, our enterprise-wide security and information technology teams are proactively monitoring and combating fraudulent activity. This includes threat monitoring, removing phishing websites, investigating issues, and continually developing new security features.

Industry Advocacy

We are actively working with industry leaders to lobby Congress, raise awareness, and push for stronger protections against automotive transport fraud at the highest level. Please know that we hear and understand your frustration with increased levels of fraud targeting the transportation industry. We view it as our responsibility to be a leader in transportation safety and security, and to strengthen and safeguard our platform against fraudulent activity.

Combating fraud in the logistics industry is a shared responsibility, whether you’re a shipper, carrier, or vehicle pick-up location. Taking proactive measures, such as verifying identities, leveraging security tools, and following proper procedures, can prevent major issues down the road. Together, we’re shaping the most trusted logistics marketplace.

So, don’t hesitate to reach out to us anytime with suggestions or questions. Your stories give us invaluable insights into how we can ensure Central Dispatch is a trusted marketplace to ship vehicles. Together, we’ll meet this moment and reduce fraud in our industry.

For more security resources, visit centraldispatch.com/secure.

Thank you,

Lainey Sibble

With fraud on the rise across the industry, it’s more important than ever to protect your trucks and cargo. Read these guidelines to make sure you’re staying safe from dispatch to delivery.

Secure Your Account*

• Set up User Management to give each person in your organization their own log in, and avoid the risks of sharing account details.
• Assign each person a role, and decide who can see sensitive business information.
• Multi-factor authentication is automatically enabled. Set up your phone number as the verification method.
• Owners and admins should review the user history regularly to monitor unexpected changes.

Protect Your FMCSA Details

• Use strong passwords and never share your FMCSA details with anyone.
• Make sure that your USDOT# and authorization status is up-to-date on Central Dispatch, so shippers can easily verify you.

Identify Common Scams

• Be wary of unusually high offers, they are usually a sign of fraudulent behavior. If an offer looks too good to be true, it probably is.
• If you ever see a different carrier’s name on a Bill of Lading, it’s likely they are double brokering a load.
• Scammers will often pose as shippers and offer extra money to reroute vehicles. So be cautious of anyone requesting to change a vehicle’s pick-up location.

Secure Communications During Transit

• Encourage shippers to dispatch vehicles to you using our fully electronic dispatch system: it greatly reduces the risk of falling victim to fake texts and phone calls.
• Be sure to assign each load to a specific driver, so shippers can easily verify driver identity at pickup.
• If a shipper requests to change delivery instructions, it’s important to update the dispatch sheet in Central Dispatch to match.

Review After Drop-Off

• After delivery, always rate and review your carrier partner. It’s a great way to help others avoid bad actors, and create a more transparent marketplace.
• You can choose to publish your review later at a later date, you can more confidently and honestly rate your partners.

Trust Our Team

• Our Marketplace Integrity team is constantly evolving our vetting processes and enhancing integrity across the transportation lifecycle.
• We’re partnering with other industry leaders to lobby Congress, advocating for stronger protections against automotive fraud and encouraging action and accountability from the FMCSA.

Learn more about staying safe while transporting vehicles at centraldispatch.com/secure

*While Central Dispatch is here to support you with best practices to keep your account secure, you are responsible for any conduct that occurs on your account.

Transactional Ratings offer the clearest picture of every user’s past performance, helping you avoid bad actors and find reliable partners.

We get it, as an established business, you share your Central Dispatch account username and password with employees because it’s critical that they have easy access to the platform, and you trust them with that information. 

Unfortunately, with fraud on the rise in the logistics industry, trust is not enough. If just one of your employees falls victim to an identity theft scheme and your account credentials are stolen, your entire business is compromised.  

That’s why it’s critical to set up User Management. This gives each employee or contractor on your team their own account and login credentials, and lets you set their security permissions. So even if one person is compromised by identity theft, bad actors still can’t gain access to your full Central Dispatch account or view sensitive business information. 

So, why not play it safe? Watch this short tutorial for everything you need to know about getting started with User Management, and setting up your team members’ accounts.  

Here are some other User Management tips and security best practices for improving account security: 

• Assign each employee an appropriate “User Type” based on their role in your operation and what actions you want them to be able to take in the platform.  

• Regularly review the “History” tab (visible to Owners and Admins) to monitor user activity and track account changes. 

• Use complex, unique passwords and update them every 90 days for maximum account security.  

• Use a separate, business-related email address for Central Dispatch activity. 

• If you or one of your employees receives an MFA code without attempting to log in, you should change your password immediately. 

• Never share your email credentials with anyone. 

Protect your business by setting up User Management today – it’s one of the easiest and most effective ways to improve your account security.