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Office Manager Workflow

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  • Wheels has emerged as a powerhouse provider of comprehensive fleet management solutions

  • Their commitment to client success makes them the fleet management partner of choice for the world’s top businesses

  • Wheels offers clients more opportunities and an integrated mobility experience — whether they are on the road to electrification, have a mixed fleet, or need help with global integration. They are positioned to serve corporate clients with fleets of all sizes from a few dozen vehicles to more than 20,000 across multiple industries and all types of vehicles from small sedans to Class 8 trucks and trailers

  • Wheels manages over 800,000 vehicles in North America and over 3 million vehicles in 59 countries worldwide in a global alliance with ALD Automotive

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1). Exclusively Amazon Fleet

2). Vehicles will be located with DSP (at DSP location or GeoTab Location)

3). Required Wheels Inspection Report

  • Can access via our Mobile App
  • Available as a required report in the Reporting Tile

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Three Types of Inspections

Wheels will utilize three (3) types of inspections:

1). Inspection with Estimate | Initial Estimate

2). Inspection Only | Post Repair

3). Retroactive Vehicle Inspection | Desk Review

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1). INSPECTION WITH ESTIMATE

  • Business Group | Automobile
  • Business Line | Commercial Auto
  • Service Type | Lease Turin In Inspection

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ESTIMATE

1). Complete repair estimate

AMAZON INSPECTION REPORT

1). Complete Wheels Inspection Report based on the Amazon Wear & Tear Guidelines

2). INSPECTION ONLY | POST REPAIR INSPECTIONS

  • Business Group | Automobile
  • Business Line | Commercial Auto
  • Service Type | Photos Only

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1). Complete Wheels Inspection Report based on the Amazon Wear & Tear Guidelines

ESTIMATE

1). No estimate required

3). RETROACTIVE VEHICLE ESTIMATE | DESK REVIEW

  • Business Group | Automobile
  • Business Line | Commercial Auto
  • Service Type | Desk Review

REQUIRED PHOTOS

1). None

ESTIMATE

1). Complete repair estimate based on photos provided by Wheels or prior Alacrity inspection

AMAZON INSPECTION REPORT

1). Complete Wheels Inspection Report based on the Amazon Wear & Tear Guidelines

Appraiser Vehicle Inspection Guidelines​

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MUST attempt to jump start any vehicle with a dead battery

1). If jumper cables or jump box fail, provide necessary power document efforts (take photo of cables attached to jump start)

2). Continue inspection to the best of your ability

3). Notate any failed items on the report

4). Detailed photos required for any failed items on report

5). Documentation is key- detailed, quality photos for every file

6). Quality roof photos on every unit

Vehicles with no keys are to be inspected to the best of your ability

1). Notate any failed items on the report and include detailed photos to support

Amazon Ruler

Amazon Wear & Tear Guidelines

REPORTING

1). No Alacrity Condition Report Required

2). Wheels Inspection Report MUST be completed in WEBFMS

3). Wheels Inspection Report MUST accurately reflect the condition of the vehicle

4). PASS/FAIL decisions MUST be correctly reflected in accordance with the Amazon Wear & Tear Guidelines

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CONDITION REPORT

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1). Complete inspection form entirely

2). Select the drop down to indicate PASS or FAIL

3). Add applicable comments to sections without a dropdown

4). Click Submit once entire form is completed

5). Completed form will automatically attach to the Attachments tile (replaces Alacrity condition report)

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Office Manager Workflow​

1). Office will receive new assignment notification via email

  • Drag and drop email to Attachments tile in WEBFMS

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  • Verify coding is correct

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  • Insured Last Name Field-Amazon

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  • DSP | Vehicle Location

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1). GeoTab address located in Notes section

2). Target Inspection date located in Notes section

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Status Updates​

1). Office manager will assign file(s) to the appraiser for any day 3 days prior to inspection target date up until the target date to block schedule for appraiser. (Wheels assignments will not be available in the Queue)

2). Review NOTES section in WEBFMS to confirm TARGET INSPECTION DATE

3). The Office Manager has 1 business day to begin contact attempts to schedule a mutually agreeable appointment for vehicle inspection

4). Attempt contact attempts daily with the DSP to schedule inspection from THREE days PRIOR to the TARGET INSPECTION DATE up until the TARGET INSPECTION DATE (document contact attempts in diary)

5). If no response from the DSP| Office Manager will advise appraiser that he is to move forward with the inspection for original scheduled date(s)

6). Appraiser will complete and return completed package- Office Manager will QC, Invoice, and return file to Wheels via Integration

7). IF unit(s) is a No Show- Follow No Show Procedures as outlined on next slide(s)

8). Utilize Wheels Amazon Blockers as appropriate

9). Do NOT send status updates/emails to Wheels- utilize blockers only

10). For assistance, reach out your Regional Field Manager

No Show | Dry Run​

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  • Unit is NOT at location

  • Scenario 1 | No contact with the DSP OR NO Show for scheduled inspection

    1). Appraiser will travel to the DSP location to attempt inspection

    2). IF the DSP location and GeoTab location is the SAME, the appraiser will notify the Office Manager, take photo to verify on site, return the file to the office

    3). Office Manager will update file with the NOT AT LOCATION blocker, update the Service Type on Detail tile to NO SHOW, and invoice the file for a NO show

    4). Office Manager will await notification from Wheels that the Blocker has been resolved. If the Resolved Blocker advises the vehicle is at an alternate location and provides that location for inspection, the Office Manager will create a supplement file and schedule appraiser for inspection. (supplement file will be invoiced as an original file from INVOICE tile and will manually update service fee)

    5). If the Resolved Blocker advises that the blocker is resolved and no inspection required, there is no additional action needed from the Office Manager

    • Unit is NOT at location

  • Scenario 2 | No contact with the DSP OR NO Show for scheduled inspection

    1). Appraiser will travel to the DSP location to attempt inspection. IF the DSP location and GeoTab location are different, the appraiser will attempt location at both locations (GeoTab location is noted in NOTES section on the DETAIL tile in WEBFMS)

    2). Advise Office Manager if unit is not at DSP Location and will be traveling to the GeoTab Location. If the unit is not at either location, the appraiser will notify the office manager, take photo to verify on site for both locations, return the file to the office

    3). Office Manager will update file with the NOT AT LOCATION blocker, update SERVICE Type on Detail tile to NO SHOW and invoice the file for a NO show

    4). Await notification from Wheels that the Blocker has been resolved. If the Resolved Blocker advises the vehicle is at an alternate location and provides that location for inspection, the Office Manager will create a supplement file and schedule appraiser for inspection (supplement will be invoiced as an original file from the INVOICE tile and will manually update service fee)

    5). If the Resolved Blocker advises that the blocker is resolved and no inspection required, there is no additional action needed from the Office Manager

    Key Points | Reminders​

    1). If the DSP location and GeoTab location are different- the appraiser must attempt inspection at both locations

    2). Appraiser should notify office manager if the unit is a NO show

    3). Appraiser to take photo of site for the DSP location and GeoTab location if applicable

    4). Appraiser will return assignment to office

    5). Office Manager

    • Update file with blocker | Not at Location
      • If DSP location and GeoTab location are the same, update file with blocker
      • If DSP location and GeoTab location are NOT the same, update file with the blocker AFTER appraiser has been to BOTH locations
    • Invoice file for no show
    • Complete file via SEND PACKAGE INTEGRATION
    • Await Blocker Resolution (via email) to confirm new location for inspection |create supplement file
    • Await Blocker Resolution (via email) to confirm NO additional action needed
    • Invoice Supplement file from the invoicing tile as an ORIGINAL inspection and invoice according to SLA pricing guidelines (Currently will need to manually update the service fee)

Amazon Wheels Blockers​

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  • Resolved Blocker Notification

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1). Notification received via email from Wheels

2). Diary will update with Blocker Resolution

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  • Inspection Only | Post Repair

1). Receive assignment notification via email from Wheels

2). Assign appraiser 3 days prior to and up to Target Inspection Date

3). Office Manager will attempt daily contact to schedule with DSP

4). If DSP advised unit is still in repair | Update status using blocker “Still in Repair” and await Blocker resolution from Wheels

5). Appraiser will inspect unit| Take photos and Wheels Inspection report only

6). If NO response from DSP| Follow same path as Initial Inspection Assignments

7). If unit is a NO show- Follow same path as Initial Inspection Assignments for NO Shows

8). Appraiser returns to office

9). Office Manager will QC and invoice

10). Office Manager will return to client via SEND PACKAGE VIA INTEGRATION

BLOCKERS

1). Not at Location

  • No show- unit not on site for inspection at DSP or GeoTab location

2). Still in Repair

  • Contact is made with DSP and DSP advises that the unit is still at the shop for repair

3). Totaled

  • Contact is made with DSP and DSP advises that the unit has been totaled and is at a salvage yard

4). As-Is-Transferred

  • Contact is made with DSP and DSP advises unit was an As-Is transfer and no longer in their possession (As-Is meaning unit was handed off from one DSP to another without inspection)

5). POC Delayed Response- Inspection Scheduled- when DSP pushed scheduled date after target date

  • Contact is made with DSP and requests that inspection be completed PAST the Target Inspection Date

6). Location Scheduling Delay- Inspection Scheduled- DO NOT USE

7). POC No Response- DO NOT USE

8). No Keys- DO NOT USE

QC & Invoicing | File Completion​

  • Review file for quality control

    • Verify required photos are attached
    • Verify Wheels inspection report completed entirely
    • Note- No Alacrity condition report required

  • Invoice file per Wheels SLA-pricing agreement

    • Inspection with Estimate- Initial Inspection| $221.00
    • Inspection only- Post Repair Inspection| $159.00
    • Retroactive Inspection- Desk Review| $113.00
    • No show/Dry Run| $85.00 (per unit)
      • Mileage is included in the Service Fee| No additional mileage to be billed on assignment

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  • File Completion

1). Return File | SEND VIA INTEGRATION

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2). View diary to verify file sent successfully

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Key Points | Reminders​

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1). Appraiser will inspect the vehicle at the DSP location or GeoTab location

2). Appraiser will take ALL required photographs

3). Appraiser will complete Amazon report entirely

4). Appraiser will complete the estimate for Initial Inspection assignments only

5). Appraiser’s complete inspection report/estimate/photos must be submitted NO LATER than 1 business day after the inspection

6). Alacrity office will receive assignments via integration

7). Office Manager has 1 business day to begin contact attempts to schedule a mutually agreeable appointment for vehicle inspection

8). Utilize Wheels Amazon Blockers where appropriate

9). Office Manager will review complete file package for accuracy

10). Complete file to be returned via SEND PACKAGE VIA INTEGRATION

11). No Shows- Appraiser must attempt inspection at both DSP location and GeoTab location (if locations are not the same) before billing as a NO Show

12). No shows- Update Not At Location blocker prior to invoicing (if DSP location and GeoTab location are different, appraiser must go to both locations before updating blocker to Not At Location)

13). No shows-Update Service Type to NO SHOW prior to invoicing

14). DOCUMENTATION- DOCUMENTATION-DOCUMENTATION| Be sure to update the diary with all contact attempts, locations, any additional information obtained