Taming Tire Terrors
Getting emergency tire service on the road doesn't have to be be a complete nightmare.
Deborah Lockridge
Senior Editor
Roadside tire problems used to be a real nightmare for T.A. Baer Inc., a small regional carrier based in Hagerstown, Md.
"We were basically at everybody else's mercy," says Craig Deibert, director of maintenance. "The operations people would try to get the driver in someplace, or locate a place where they could get help. Other than that, it was pretty much up to the driver to find his own help. And if it's in the middle of the night, you're really in trouble. And it never fails - it's in the middle of the night."
Erratic service, mismatched tires, inconsistent quality, and outrageous prices were the result. "In the past, many of our drivers have had to pay cash on the spot for retreads at new-tire prices."
Deibert eliminated a lot of aggravation and got more control of his tire costs when he signed up for a tire breakdown service offered by Goodyear. Now, a driver needing a new tire in the middle of the night just has to call a toll-free number, and the Goodyear dispatcher will locate a tire dealer or other qualified tire service shop in the area to handle the repair. Deibert knows he'll get the size and model he wants, and he knows what he'll pay, with billing handled through T.A. Baer's local Goodyear dealer.
Goodyear isn't the only tire manufacturer to offer such a program. Nearly every major truck tire manufacturer, as well as Bandag, offers breakdown assistance for customers. Who can take advantage of the programs varies by manufacturer, ranging from programs that accommodate the one-truck owner-operator to programs that only handle national accounts.
Bandag
Bandag ETA (Emergency Tire Assistance) program has been handling emergency tire breakdowns for more than 17 years. The ETA call center handled more than 45,000 breakdowns in 2004, with an average roll time of just over two hours.
When a customer calls (800) 8-BANDAG, ETA dispatchers pinpoint the vehicle location and dispatch the closest service provider. Customer specifications and preferences are filed in the system, along with service provider capabilities. ETA focuses on dispatching service from its network of 1,600 Bandag dealer sales and service locations, but will go outside the dealer network if needed. If necessary, customers can be tied in with the service provider on a three-way conversation to make sure communications are clear. After the service takes place, Bandag sets up billing arrangements and closes out the call.
Customers can choose between new tires or Bandag retreads. Retread replacements must meet or exceed ETA Spec Tire guidelines. If they fail within 60 days, customers get a complete refund for both the tire and the service. Those that purchase new tires can have ETA bill them through their national account agreement with the new tire manufacturer.
The service also generates reports that detail the specifics of each breakdown that can be e-mailed or faxed the day after the service is performed. Monthly reports summarizing all of the breakdown calls are also generated to help customers identify tire failure trends in their fleet.
The program is available to any size fleet, even one-truck owner operators, as long as they are signed up with their local dealer as a "preferred customer" in advance of needing the service. "It's not about the size of the fleet at all," says Bandag spokesman Don Schauer.
Bridgestone/Firestone
Any size fleet can take advantage of Bridgestone/Firestone's Fleet Support Center, through one of two tire purchasing programs.
Large fleets that are national account customers make up the National Fleet program. Smaller fleets are best served by the National Preferred program, which offers tires at established, published prices from any authorized Bridgestone or Firestone dealer or truckstop.
The Bridgestone/Firestone Fleet Support Center provides 24/7 phone access to emergency road service - not just for tires, but also for any truck problem. The center also offers flexible dispatching options. Seventy percent of participating companies use the service all the time, with the center taking calls directly from the driver and handling the entire breakdown. About 25% use the service after hours and on weekends. Some fleets take the call from the driver, then hand the dispatching over to the call center. Another option sets up a special phone number for a fleet's drivers to call.
When they need service, National Fleet and National Preferred drivers identify themselves as National Fleet or National Preferred customers (an ID card with instructions is provided). The dealer verifies their enrollment and delivers the tires and service at a set price, plus a $5 transaction fee for National Preferred transactions. Both tires and labor rates are set. Labor rates for National Preferred fleets are identical to those for National Fleet accounts.
"It's very attractive for a small or medium-size fleet, rather than having to play 'Let's Make a Deal' in an emergency environment," says Dave Kolasinsky, manager of truck tire marketing.
Both programs continue to grow, he says, especially new enrollments in the National Preferred program. New credit options will soon be available for National Preferred fleets, including the ability to take an existing Visa, MasterCard or American Express card and have it run through centralized billing at Bridgestone/Firestone.
Another helpful program offered by Bridgestone/Firestone is Breakdown Manager. This case management system, accessed via a secure Internet connection, records all details of road service events. Breakdown Manager guides emergency dispatchers logically through the entire dispatch process.
It allows you to select service providers, dispatch them, monitor the progress of repairs and prepare reports on emergency road service activity and costs. It can track multiple problems for the same breakdown and report VMRS system and assembly codes. You can set up your own list of "preferred providers." Different levels of access can be set up for different personnel. Breakdown Manager is free for use in conjunction with the Fleet Support Center, or fleets can arrange to use the system to dispatch their own breakdowns for a fee.
Continental Tire North America
National account customers of Continental and General tires qualify for free use of the TRUCK FIX Roadside Assistance Program. Fleets or drivers call a toll-free number (877) TRUKFIX, 24 hours a day, and enjoy fast, professional assistance. The service features continuous follow-up of the dispatching process until the truck is up and running. Customers can visit the web site of Continental's breakdown partner, FleetNet America, and log in for breakdown status information and other services.
The benefits of the service include being able to get the Continental/General product, as well as consistency. "[Customers] get their same price anywhere in the country," says Tim Moffatt, marketing services supervisor. "They know what price they're going to pay for a tire up front from any dealer."
Goodyear
Goodyear's 4-TIRES-NOW service is open to any truck operator, regardless of the brand of tire they're currently running or of the number of trucks owned. Membership is automatic for Goodyear national account customers. The per-call charge is $35.
When a driver has a tire problem, a call to (877) 4-TIRES-NOW connects the driver to a dispatcher, who will identify the caller's location using advanced mapping technology. Then the dispatcher will locate a Goodyear commercial tire dealer from a list of more than 1,600 dealers in the United States and more than 200 in Canada, or other qualified tire shop in the area.
"Two hours is the magic number to have you up and running," says Al Cohn, marketing manager, commercial tires.
The program is available both to national account customers and other truck owners. If you're not a national account, you can sign up with your local dealer to be a "preferred fleet." These fleets get many of the same benefits as national accounts. Tire prices will be the same as they have previously arranged with their local dealer. Rates for labor, after-hours road service, mileage charges and the like are the same for preferred fleets as for national accounts. Billing is handled through your local dealer.
Customers who are not a national account or a preferred fleet can use the service to get emergency roadside service by calling (877) 4-TIRES-NOW. There is no guaranteed pricing, and they must make payment arrangements directly with the dealer who does the emergency service.
"If you're an owner-operator, you essentially will work with the dealer that makes the call," Cohn says. "But that always works out really well, because all the dealers involved in the program are rated on a regular basis, so no one tries to take advantage - even of a one-truck owner-operator." A dealer that generates complaints about price gouging or poor service will find their rating dropped, and they won't be used in the future.
Michelin
Michelin's ONCall service, for its national accounts, furnishes 24/7/365 service for fleets. It uses an extensive network of service providers that are available to assist fleets with many on-road service requirements.
When a fleet or one of its drivers needs tire repairs or replacement, they make one toll-free call to (800) TIRE-911 for rapid dispatch of service providers or routing to the nearest repair facility. ONCall provides complete case management, as well as complete data capture. Web-based case tracking shows customers the status of a repair or service job.
The service, which has been in operation 14 years, is available in English, French and Spanish. There is a charge of $25 per transaction.
ONCall saves customers money, says Michelin, because it offers predictable pricing and limits expensive downtime.
Yokohama
Yokohama provides its national account customers with Yokohama's National Emergency Roadside Tire Service, or YES.
Customers with tire problems simply call a special toll-free number, 24 hours a day. The YES operator will locate and refer you to the nearest Yokohama dealer, first ensuring that the dealer can provide the needed service. If a Yokohama dealer is not close by, you will be referred to a participating non-Yokohama dealer in the area.
In addition to coordinating service with the dealer, the operator will verify credit worthiness, issue purchase orders to dealers, help with any necessary paperwork, provide you with important status information, and work to ensure smooth service.
Billing is handled just like any other Yokohama tire purchase, with a $25 service fee charged on a separate invoice to the national account. Prices for products and services provided by non-Yokohama dealers will be negotiated at time of purchase, and will be invoiced under standard national account billing procedures.
Tire Maintenance continued...
