Fleet Updates

Invoicing Avoidable Damage Details

We are receiving many invoices that have to be returned because of the lack of specificity on whether the repairs are due to avoidable damage. The information you provide in the repair descriptions of your invoice is crucial to identifying the nature of the repairs, normal use, or avoidable damage. To decrease or prevent returned invoices and or back-and-forth communication, be sure to identify in the repair description if the repair is due to avoidable damage or normal use.

Only identifying normal use or avoidable damage wording with an incomplete repair description is not enough to prevent a return. In addition, you must also state if it was avoidable damage, and how it could have been prevented by using descriptive wording. Avoidable damage is identified as repairs due to misuse, unintended use, or operator abuse as evidenced by broken, dented, bent, cut, or ripped components, or outside debris that has become embedded within the equipment. 

Examples of what is and is not acceptable:

  • Acceptable – broken mirror due to impact
  • Unacceptable – replaced mirror

2025 Town Hall Dates

The schedule for Fleet Townhalls has been proposed. Please join us on the specified dates for updates on all things related to Fleet for the 2025 year. We will cover various 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. These are subject to change, so please pay attention to updates.

  • September 30
  • November 18
  • December 16

TICF Grounding Platform for National Accounts

Just a friendly reminder for lease returns, dealers can use the National Account Help Box to inform TICF of ANY off-lease National Account units returned to their dealership. View this link to access the notification from TICF on this improved feature.

Invoicing Portal Updates

A Recall Button was added to the bottom of the Invoicing Portal, allowing dealers to move invoices from Submitted or Review status back to Not Submitted. This reduces the need for Fleet Support tickets by enabling dealers to make their own edits without waiting for invoice processors, improving efficiency and streamlining the invoicing process.

USPS Policy and Procedures Document Update


The Toyota Fleet department has revised the standing Dealer P&P Manual for XPO Logistics, with an effective date of 7/1/2025. The updated Dealer Policy and Procedure Manual can be found on the Dealer Portal under the Solutions Center, Fleet, and the XPO Logistics folder. The primary changes are increases to rental rates, PM rates, and service labor rates, as well as added information around the new PO structure. Any questions or concerns can be addressed to the XPO Team at XPOTeam@ToyotaTMH.com.

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 the TMH Fleet team regarding any issues obtaining POs for this customer. We are working on addressing 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.

New Customer Launch: Central Transport

Central Transport launched as a Fleet customer as of May 1, 2025.

  • Reference the Dealer Portal for the Policy and Procedure Manual and Dealer Match for participating Central Transport locations.
    • Dealer Match File posted on the Dealer Portal: Solution Center>Fleet>Central Transport
    • *Send the PM checklist and WO details to the contact listed below and the Central Transport Manager/ Supervisor when service is completed.
  • Column L on the Dealer Match File list what locations are serviced by the Toyota Dealer and which locations are self-maintained.
  • This customer is on Fleet PM Management
    • TMH will send the POs for PMs due each month
    • Exception – T360’s DO NOT require a PO
  • No NTE, but PO is required for all services
    • Customer will provide a PO at the time of the service request
    • Do not respond to a service request without a PO
    • NO PO – NO PAYMENT
  • Service Requests: Breakdown service requests are being communicated via MyToyota via the “Request Service” button
    • Requests are sent to the Dealer’s Service email listed in Staff Master.
    • Best Practice: Respond to the customer to confirm receipt of the service request and ETA

2025 T360 Training

The schedule for T360 Training has been proposed for FY25. Below is the tentative schedule. More details will be sent out in the coming months. These are subject to change, so please pay attention to updates.

  • October 10
  • December 12

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 Reminder

Please check the Dealer Portal for 2024 pricing for national short-term rentals, 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 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 Dealer Portal​
    • T & M PMs require invoice submission via the Toyota Dealer Portal​
    • TMH does notify the dealer when PMs are due (First of Month Upcoming PMs, 7th of the month missed PM report, 15th of the month PM scorecard)
    • Home Depot PM POs​ requested and sent on the first of the month
      • Home Depot PMs need to be completed by 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​
    • Dealer fails to close FM PMs – This is completed on the Dealer Portal
    • A dealer gets out of alignment. Follow the reports we send 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

Our team has developed Service Channel IVR Cheat Cards that technicians and dealership associates can reference when working on Home Depot work orders. Please find the attached Service Channel IVR Cheat Cards here. The cheat cards can also be found on the solution center in the Toyota Dealer Portal on the path below.

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 cannot 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 cannot access 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 contact 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 repairs without quote approval on repairs over the NTE (for customers requiring DNE)​.
    • Please ensure your equipment is loaded in our system before submitting your invoices.​
    • Please ensure your titles and emails are updated in Staff Master.
  • Equipment Load Requests
    • Verify equipment to see if it’s already loaded 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 TMH Dealer Portal. For any fleet inquiries, please create a ticket through the Dealer Portal.

  • “Log into the 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.”