Have you ever wondered exactly how the Star Breakdown Service (SBS) process works? In this episode of SBS Inside Look, Call-Center Supervisor Eric Borland gives us the scoop on the process step-by-step from event initiation to completion. Check out the video below to learn more.
It’s 6 a.m., and you’re driving through the hills on I-64 in Virginia. All of a sudden, you hear a tire pop. You look in your rear-view mirror, and sure enough, something’s impacted your left rear outside tire.
You safely pull over on the side of the road and contact your fleet manager to advise something’s happened. Ideally, this is not how you wished your route would go, but you’re not too stressed because your fleet manager says, “No worries, just contact Star Breakdown Service.”
Next, you open up the SBS Mobile App already downloaded on your smartphone (it’s free!), and with a few taps, you initiate a service request within minutes. Your service request is received instantaneously by SBS coordinators standing by 24/7/365 to fulfill the request and get you back up and rolling.
The Star Breakdown Service process begins with an event request. Breakdown service requests can be made in numerous ways:
- Via Phone
- Via Email
- Via SBS Mobile App
- Via Fleet Dashboard (Coming Soon!)
Whichever method breakdowns are initiated, SBS incident coordinators are standing by to receive event requests and get started on them right away.
As a driver, you may find it more convenient to initiate a breakdown through our SBS Mobile App. The SBS Mobile App automatically detects your precise GPS location and makes putting in a service request easy without talking on the phone. Drivers can also enjoy features like selectable trailer graphics to indicate issue area, photo uploads, and real-time status updates, including ETA updates through a feature we like to call “the pizza tracker.” These real-time status updates are shareable via email or text message.
Alternatively, as a fleet manager, you may find it easier to send in pertinent breakdown information and initiate a service request via email. If you enjoy submitting requests for service online, we’ve got an application coming soon that will make requesting service online even more effortless.
Stay tuned for the announcement of the Fleet Dashboard.
Lastly, the option to request service over the phone is always available 24/7/365.
Once breakdown information, such as trailer and caller information, is received, incident coordinators get to work right away to get your unit back up and rolling as quickly and safely as possible.
Operational Excellence – How Are SBS Breakdowns Managed?
Each breakdown is categorized and assigned an event type status based on the circumstances of the repair event. The event type status indicates whether trailer repair assistance is needed over the road or in a shop and how extensive damage or failure is.
There are five different event types:
- Emergency BD – Major
- Emergency BD – Minor
- Scheduled in Shop Repair – Major
- Scheduled in Shop Repair – Minor
- Scheduled OTR
Along with being assigned an event type, each breakdown is given a follow-up/execution status. Each execution status is paired with a follow-up time to ensure downtime is minimal for each breakdown event.
Examples of some of the follow-up statuses are:
- Dispatch Vendor
- Follow-up With Vendor
- Awaiting Estimate Approval
- Repair In Progress
- Final Review
After we receive the breakdown information, categorize the event, and the execution status is assigned, coordinators begin the SBS process of dispatching a vendor to the event. Through our nationwide network of certified preferred vendors, SBS is equipped to handle any trailer breakdown event anytime, anywhere seamlessly.
If there is a driver with the unit once a vendor is assigned, the driver is notified of the technician’s estimated arrival time. If not, the person that requested service is notified. Keeping customers and drivers up to date with status updates, whether through the “pizza tracker” feature on the SBS Mobile App or via phone or email, helps maintain transparency and helps ensure delivery windows are met.
As the process continues, coordinators continue to follow up with assigned vendors to ensure ETA promises are kept. Once a technician arrives on-site to a breakdown, the status is updated to “Repairs In Progress.” If no estimate or additional repairs are needed and repairs are completed, the status is updated to “Final Review.” In this status, coordinators follow up with the vendor to gather any additional completion details. This information is notated in the breakdown, all parties are updated with completion, and the case is then closed.
The SBS process is followed from creation to completion on every breakdown, ensuring your fleet is well taken care of.
With the execution of this process through our experienced staff, a nationwide network of vendors, the latest technology in the industry, and outstanding service–SBS can ensure delivery times are met, downtime is minimized, drivers feel supported, and customers are happy.