Fleet Updates (September 2024)

2024 Town Hall Dates

Join us on the specified dates for updates on all things related to Fleet. We will cover a range of topics, including Account Specifics, PM Management, Fleet Metrics, MyInsights, MyToyota Customer Portal, eCommerce, and other miscellaneous items. These meetings present a fantastic opportunity to learn and engage by asking questions.

  • October 22
  • December 17

USPS Seasonal Rental Period – October 1-January 31

  • Requests are coming in now from USPS locations for seasonal rentals.
    • Requests will be forwarded to the appropriate dealer as they come in.
  • All USPS Seasonal Requests are being tracked for fulfillment.
    • Keep Nikolette copied on any changes in customer requests or what you can 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 requested email and complete the Dealer Form quote no later than 4 weeks before the requested date.
    • The Dealer Form is your quote, and this 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 Dealer Form per unit.
  • Rates are provided in the email containing the customer’s request. Please use these rates in your Dealer Form.

Equipment Details

  • All USPS Rentals need to be loaded, and invoicing needs to be against the model – serial.​
    • An exception is rental batteries and chargers – those should still be invoiced under the location unit.​
  • Seasonal Rentals​
    • 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​
      • We will send the Equipment Load Form before the beginning of September
  • Units need to be loaded before submitting invoices ​
    • Once units are loaded, the serial will have an “R” at the end
    • When submitting a manual invoice, the serial must have the “R” at the end to process correctly.  

XPO Logistics – Open and Completed Work Order Report

Invoice Submission: We have launched an automated communication that will include an Excel spreadsheet showing all work orders that are listed as ‘open’ or ‘completed’ in our system but don’t have an associated invoice.​

Customer PO Issues: Please continue to communicate with TMH Fleet regarding any issues obtaining POs for this customer. We are working on addressing this with XPO and developing an action plan.

 Example of the Report:

If you have not received this report or no longer wish to, please email the XPO Team at XPOTeam@toyotatmh.com to have the distribution list updated.

2024 T360 Training

T360 Training has resumed for FY24. Below is the tentative schedule for these trainings. More details will be sent out in the coming months.

  • September 20
  • November 15

Fleet Analytics for Dealer Insights

  • Report Dictionary in Progress: A report dictionary outlining key users and info in each report to simplify navigation.
  • Power BI Training Videos Coming Soon: Concise training videos for basic Power BI skills and effective use of every report in the app.
  • Can’t get access to Power BI? Email Yannick Fernando at Yannick.Fernando@toyotatmh.com. Include your email and parent dealer code.

2024 Pricing Updates

REMINDER – Please check the Dealer Portal for 2024 pricing for national short-term rental, planned maintenance, and dealer labor rates. You can locate those in the path below.

Lift Trucks > Sales Support > NPP/LDNA/NA > Rates

IVR Elapsed Time Tool

Fleet Metrics – Reports – IVR Usage

When using the IVR Elapsed Tool on the Dealer Portal, please make sure you use the 9-digit Service Channel PO number for the work order number.

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 the 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 PM’s 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 PO’s​ 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
    • Dealer uses business system instead of the reports sent by TMH​
    • Dealer fails to close FM PM’s – This is completed on the portal​
    • Dealer gets out of alignment – follow the reports we send on the 1st, 2nd, and 3rd week of each month​
    • Customer rejects PM – Enter Fleet Support Ticket​
    • Unserviceable units – Enter Fleet Support Ticket​

Home Depot US – Service Channel IVR Cheat Cards

As previously communicated, our team was working to develop Service Channel IVR Cheat Cards your technicians and dealership associates could reference when working on The Home Depot work orders. Please see the Service Channel IVR Cheat Cards that you may distribute to your teams. 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 number 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.

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 a repair 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 inStaff 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 TMHend customer #)​

Helpful Links

Fleet Support

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

  • “Log on to Toyota Dealer 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.”