How to Evaluate an Intermodal Provider: 7 Questions to Ask

Not all intermodal providers are equal

Companies presenting as full-service intermodal providers range from direct IMCs with decades of railroad relationships to brokers who have never held a railroad contract. The way you evaluate them upfront determines whether you get reliable service or a middleman who runs out of capacity when you need it most.

1. “Which railroads do you have direct contracts with?”

Good answer: They name specific Class I railroads — CSX, Norfolk Southern, Union Pacific, BNSF, CN Rail, CPKC — and can tell you which corridors each railroad serves.

Red flag: “We work with all the major railroads” without naming them, or any hesitation on this question.

2. “Are you an IMC or a freight broker?”

Good answer: A direct, immediate answer. “We’re a direct IMC with railroad contracts.”

Red flag: Evasion or “we have relationships with the railroads” — which is not the same as holding contracts.

3. “Who handles drayage at my origin and destination?”

Good answer: Named carrier relationships at your specific ramps. Ideally, an asset-based drayage component or decades of carrier loyalty.

Red flag: “We use a network of carriers” — which usually means a load board.

4. “Who is my dedicated contact on every load?”

Good answer: One named person, direct number, direct email.

Red flag: A team, a portal, a ticketing system, or “our operations team.”

5. “How will I receive shipment updates?”

Good answer: Proactive daily updates on every active load — not waiting for you to ask.

Red flag: A tracking portal you have to log into, or updates only when something goes wrong.

6. “What happens when capacity tightens?”

Good answer: A clear explanation of how they prioritize customers and what contracted capacity means for continuity.

Red flag: Vague assurances or “it hasn’t been an issue.”

7. “What is your process when a load has a service failure?”

Good answer: A specific escalation process — who gets called, how they handle it with the railroad, and what they do for the customer in the meantime.

Red flag: “We’ll work it out” or transferring responsibility to the railroad.