Fleet Updates (December)

Home Depot US – Service Channel IVR Cheat Cards

As previously communicated, our team was working to develop Service Channel IVR cheat cards for your technicians and dealership that associates could reference when working on The Home Depot work orders. Please find the Service Channel IVR Cheat Cards that you may distribute to your teams here. The cheat cards can also be found on the solution center in the Toyota Portal. Below is the path:


Solution Center – Fleet – Home Depot – United States

Key Updates Included in the Cheat Cards

  • To set return ETA’s on the Service Channel Provider Mobile App, on the login screen, your techs will now leave the toggle on “USER ID” and log on with the username and password that we provide you with:
    • Password: Toyota1
  • No longer move the toggle to “PIN CODE” when logging on to the Service Channel Provider Mobile App
  • You may still use the store phone to check in and out of the IVR system, but you will not be able to set return ETA’s. Your Toyota PIN will remain the same:
    • Toyota PIN: 4381686
  • If you are not IVR compliant, your invoice will be short-paid to what is shown on the Service Channel IVR system
  • The IVR system must be within 14 minutes of what is being requested on your Home Depot invoice
  • Dealers do not have access to the desktop version of the Service Channel to update and view work orders
    • All work orders can be viewed on the Service Channel Provider Mobile App, but ETA’s cannot be updated

If you have any questions, please reach out to Jessica Hall at jessica.hall@toyotatmh.com.


Dealer Playbook

Account management training for CSRs and Dealer Fleet groups coming in 2024 with both eLearning and in-person courses.

Dealer Playbook will cover

  • Drilling into Data
    • Replacement Strategies
    • Applying TIBP (Toyota Industrial Business Practices)
    • QBR (Quarterly Business Review) Best Practices

More information to come in the following months!


USPS Rates and Seasonal Rental Process Updates

All USPS Rentals should be loaded into the Toyota Portal as active equipment. Invoices will need to be submitted against the model serial with an “R” at the end of the serial number.

USPS General Rental

The Fleet Equipment team has proactively loaded all USPS General Rentals that had current billing on behalf of your dealerships. Please review your equipment inventory on the Portal, and any general rentals that are not loaded will need to have an Equipment Load Request submitted using the Ownership status “LTR Dealer.”       

USPS Seasonal Rental

  • Seasonal Rental period is October 1 – January 31
  • Any rental delivered for the seasonal rental period should be loaded and invoiced as a “Seasonal Rental”
    • To load the equipment for a Seasonal Rental, submit a Fleet Support Ticket here:

Dealer Portal > Fleet Metrics > Fleet Support

  • Include Seasonal Rental in the subject of your ticket
    • Fleet Support Ticket should include the USPS Seasonal Rental Equipment Load Form (attached to this Dealer Alert)
  • Invoices must be submitted against the model-serial
  • Invoices must be submitted monthly
  • The Seasonal Month One invoice must include the customer agreed upon delivery and pick-up charges as a separate line item from the rental. 
  • You will have 30 days from the end of the seasonal period (January 31) to submit your seasonal rental invoices.
  • Seasonal Rentals will be deactivated on the first Monday in March.
  • If the USPS location continues to rent the delivered unit(s) after the seasonal period ends (February 1 and after), you will need to submit a Fleet Support Ticket to have the unit(s) reactivated as a general rental for future invoices.

All USPS Rentals

  • Must be invoiced within 30 days of the rental period
  • Do not invoice the site directly for any rentals
  • Do not accept local payment for any rentals
  • Have rental units loaded to the correct USPS address
  • A fleet support ticket should be submitted if the equipment is moved to an alternate location to keep the active unit’s location updated and correct.
  • All rental damage must be invoiced directly to the site per USPS Policy
  • Rental invoicing must be discontinued and no longer invoiced for months/weeks beyond the rental pick-up date. Use the weekly rental rate when appropriate.


PM MANAGEMENT

  • PM due dates are based on the original maintenance start date​
    • Every PM due has a “notification” created in our system​
    • Due dates are created based on prior service date​
    • PM notifications cannot be closed without performing and billing the PM invoice​
    • FM PMs need the notification closed by logging the PM information on the Toyota Portal​
    • T & M PMs require invoice submission via the Toyota Portal​
    • TMH does notify the dealer when PMs are due (First of Month Upcoming PMs, 7th of Month Missed PM Report, 15th of Month PM Scorecard)
    • Home Depot PM POs​ requested and sent on the first of the month
      • Home Depot PMs need to be completed the month they are due
  • Timeframe – Complete and submit invoices within 7 days of PM service 
  • Top Root Causes for Poor PM Completion Performance:
    • The dealer uses business system instead of the reports sent by TMH​
    • The dealer fails to close FM PMs – This is completed on the Portal​
    • The dealer gets out of alignment – Follow the reports we send 1st, 2nd, and 3rd week each month​
    • Customer rejects the PM – Enter Fleet Support Ticket​
    • Unserviceable units – Enter Fleet Support Ticket​


CUSTOMER NOTES

USPS

  • NTE $2,000​
    • Any repair over $2,000 requires a USPS Manager’s approval before the work is completed. ​
    • The USPS Manager’s Name, Title, and signature are required.​
  • Repairs $5,000 and over require TMH Fleet Approval after the site manager approves.​
    • Create a Fleet Support Ticket with the USPS Manager’s Name, Title, and signature attached to the quote. ​
    • A repair vs replacement decision will be made. ​
    • Repair will be approved or declined via Fleet Ticket.
  • Rate Increases
    • A new 2-year contract extension has been executed. ​
    • Rates are in effect 9/11/2023 – 5/31/2025​
      • Labor rate increase​
      • Rental Rate increase​
  • Seasonal Rentals
    • All USPS Seasonal Requests are being tracked for fulfillment.​
      • If you receive a request directly from the customer, please copy or forward the request to Nikolette Clark. (Nikolette.clark@toyotatmh.com)
      • Also, keep Nikolette copied on any changes to customer requests or what you are able to provide so fulfillment can be updated.​
      • If you do not have the equipment the site has requested, but you have a possible substitution, you should offer the option to the site, and they can decide if the substitution will work
    • Respond to the customer and cc Nikolette Clark with a quote no later than 4 weeks before the requested date.​
      • The quote is your commitment to fulfill the request. ​
      • The customer needs the quote to secure their funding for what you can provide or have the opportunity to look for an outside supplier for equipment you cannot provide.​
      • Pick-up and delivery cartage must be included in the quote. ​
      • Invoices must be submitted monthly

Kraft Heinz

  • Competitive equipment billing via Fleet
  • Increased NTE to $2,500 effective now​
  • Service Approvals. The KHC site manager will approve all repairs; however, a secondary approval is required for ANY repair identified as misuse/abuse or has a repair cost exceeding $2,500. Please email the contact for the appropriate region for all avoidable repairs and any service that exceeds the $2,500 threshold.

XPO Logistics

  • Annual Inspection & Engine Tune-up Labor Hours​
    • PM & Engine Tune-up (ETU) Not to Exceed 1.5 Hours (Labor time)​
    • PM & Annual Inspection (AI) Not to Exceed 5.0 Hours​
    • PM & AI & ETU Not to Exceed 5.5 Hours​
    • AI Only (or 2,000 hr. service) Not to Exceed 4.5 Hours​
  • ETU should not be billed without being a part of a scheduled PM
  • Please submit invoices within 7 days of work being completed or within 7 days of receiving the work order after work is completed.
  • Please reach out to Caleb Wright (Caleb.Wright@toyotatmh.com) if you have any issues obtaining POs for this customer.

Costco

  • PM Checklists
    • Please ensure that checking the PSI of any cascade attachment is done during PMs
costco

Matheson

  • Became an LDNA through Shoppa’s​
  • Shoppa’s will be reaching out with any questions on quotes, repairs, etc..​
  • Continue submitting quotes and invoices through TMH Fleet. We will loop in Shoppa’s team.​
  • Account Manager: Matt Racak​ (mracak@shoppas.com)
  • $2,000 NTE

Keuhne & Nagel

  • K+N has recently requested ALL their locations to direct all billing through the Toyota Portal for payment​
    • The site may mention “Tradeshift” or Raymond’s iTrack system​
  • K+N is a shared account with Raymond​
    • Toyota processes dealer invoices​
    • Routed to Raymond’s iTrack System​
    • Raymond consolidates invoices​
    • Sends out monthly bills to each site​
  • If you are billing directly, please update your systems to bill the Toyota Portal for payment​
  • Please direct any questions about the changes through Fleet Support​
  • Policy & Procedure Manual in Solution Center

GXO

  • POs are not required for services under $2,000
  • Services over $2,000 require corporate approval before completing
    • Please submit quotes through Fleet Support located in the Portal
    • Failure to complete this step prior to service completion will result in your dealership being responsible for obtaining a REQ (PO) from the customer for TMH to process the invoice for payment.
  • Please ensure all equipment is loaded before submitting invoices for payment
    • All material handling equipment is required to be loaded (including rentals)
    • Invoice payment will be delayed or could result in no payment if the equipment is not loaded
  • Please attempt to submit invoices to Fleet for payment within 7 days of service completion
  • Updated Support Manual posted in Solution Center​
    • Portal –>Solution Center–>Fleet–>GXO Logistics–>US​
  • Please be sure to update your system with new rates if you haven’t already​
  • New rates are for services/rentals provided after 4/1/23​
  • Toyota will not be reversing any invoices submitted without updated rates​
  • Rentals provided before 4/1/23 will be required to keep existing rates

PRAXAIR (LINDE)

  • Services over $2,500 require corporate approval before completing
    • Please submit quotes through Fleet Support located in the Portal
    • Failure to complete this step before service completion will result in your dealership being responsible for obtaining approval from the corporate customer in order for TMH to process the invoice for payment.
    • Please include your ticket number in your invoice when submitting for payment.
  • Please identify the ticket number from the quote submission for all returned invoices due to no quote approval.
  • The customer requires itemized quotes
  • When servicing all makes of material handling equipment at your location, please do so for ALL pieces of equipment, not only Toyota

Home Depot

  • Rentals must be provided by the next day if the lift will be down for 24 hours or more​
    • Time & Material and Full Maintenance lifts​
  • The rental request form must be filled out and emailed to HDSupport@tmhu.com the same day as the leased unit. Obtain a PO number for customer abuse repair only
    • PO requests cannot be created by the service channel or the store manager​
  • The Rental PO number is good for one month only, and cannot be recycled​
  • The rental must be removed from the store once repairs on the leased unit are complete and the unit is returned to the store​
  • Toyota must be informed same day if the store will not allow the rental to be removed​


Fleet Reminders

  • General
    • Please submit your invoices with the correct quantity of labor instead of flat-rate labor​
    • Please submit all quotes over the NTE through Fleet Support ​
    • Do not perform repairs without quote approval on repairs over the NTE (for customers requiring DNE)​
    • Please make sure your equipment is loaded in our system before you submit your invoices​
    • Please ensure your titles and emails are updated on Staff Master
  • Equipment Load Requests
    • Verify equipment to see if it’s already loaded by using the equipment search tile
    • Only use the required fields in the load request form (use the macro template to help you find that it is located on the portal equipment tile)​
    • Frame-serial is required in the frame-serial field for Toyotas.​
    • Use a valid Toyota end customer number (use the location table to help you find the TMHU end customer number)​

Helpful Links


Fleet Support

Fleet Support is available through the TMHU Portal. For any fleet inquiries, please create a ticket through the Portal.

  • “Log on to Toyota Portal – Click on Fleet Metrics – Click on Fleet Support – Click on to Launch Fleet Support”
  • Please ensure that you are filling out Fleet Support Tickets completely to ensure a shorter response time
  • When you access fleet support to initiate a ticket, please ensure you are selecting “Fleet.”
Help-Center