In the last few months, we’ve noticed there are a lot of myths regarding SBS. For this reason, each month we will be providing research and facts behind common misconceptions.
MYTH #8: The Fleet Dashboard was designed specifically for SBS use…
THE TRUTH: The Fleet Dashboard is not a feature that was designed specifically for SBS. This new section of the Customer Portal serves many purposes, all of which center around the experience of all Star customers. The Fleed Dashboard allows users to schedule service online, monitor over-the-road repairs and scheduled maintenance, as well as to view all trailer GPS locations in one place. When a customer needs repairs or schedules maintenance services, the request is automatically routed to the closest branch unless the request is made or needed outside of branch business hours, or if the repair/maintenance is needed outside of the branch footprint.
Our customers will never again be burdened with keeping tabs on who to call and when—an issue that has plagued Star customers for years. The Fleet Dashboard is their ONE location for all things maintenance and repairs. Additionally, the Fleet Dashboard gives users the ability to see the PM due dates, service request status updates in real-time, see the location for each GPS-enabled trailer in their fleet, and more. All without having to contact Star via phone or email.
The Fleet Dashboard is the first of many new technological advancements coming to Star in the near future; Plus—no competitor is currently offering anything like this. Our company will continue to invest in digital tools that enhance customer excellence—both at the branch level and with SBS.
The Fleet Dashboard will be available to all customers staring June 1st… get excited!
MYTH #7: SBS does not have a process for holding vendors accountable…
THE TRUTH: SBS holds all vendors accountable in multiple ways. Repair work/performance is the most obvious; If a vendor performs poor/unsatisfactory work, it gets immediately documented and addressed with the vendor for resolution—correction of work performed or the vendor credits us back. If multiple performance issues—poor work, missed ETAs, uncooperative, etc.—are documented, the vendor will be addressed and placed in a “Do NOT Use” status. This allows us to prevent future poor performance from those vendors.
Additionally, vendors are audited against their invoices to ensure they are charging the agreed labor rates and appropriate amounts for particular jobs. If a vendor is ever found to be out of compliance, it is addressed with them immediately. This generally results in vendors crediting us back and our team documenting the issue within the SBS database.
MYTH #6: SBS wants as many calls/events as possible on Star trailers…
THE TRUTH: SBS wants to grow event count with customers and their fleets, not with Star’s fleet. When a Star trailer needs over-the-road repairs, it only costs our company more money. It’s our hope that, with our thorough maintenance programs and superior equipment specs, Star trailers never require over-the-road service or repairs. With the help of the Star branches, SBS is actively pursuing existing and potential customers that own non-Star fleets, generating more foreign trailer events. Our goal is to grow our business through that model!
MYTH #5: SBS doesn’t use Star branches…
THE TRUTH: SBS has requested service from Star branches 2,315 times in the past two years. The SBS team will contact branches during operating hours when events happen within 50 miles of a branch location or domiciled service truck location. With that said, SBS works with the completion timeline provided by the customer. SBS will never ask a customer to wait or extend a repair time, but we will ensure the customer’s completion time expectation is understood.
MYTH #4: Pictures are required for every SBS event…
THE TRUTH: Pictures can be irrelevant or unnecessary for some events. This includes PMs/DOTs, burnt-out lights, valve replacements, and many others. However, many events do require pictures; most notably tires as 85% of all tire transactions over the past two years have been chargeback. In the past 16 months, SBS has collected 19,000+ pictures for 6,050+ events. In this same time period, SBS has collected over 4,000 PM/FHWA inspection sheets, 3,000+ estimate documents, and 15,912 invoices. On average, each event generates 4.17 documents that help paint a better picture of the event and in turn provide pertinent backup documentation that protects Star and the customer. Typically, larger events that require estimates for damage or extensive repairs require pictures to accompany estimates for the authenticity and nature of the job.
With that said, our goal is that every event that requires a picture will have a picture. Our team is actively vetting out out processes and working with our vendor network in order to achieve that.
MYTH #3: SBS’ fee is always $75…
THE TRUTH: Not all SBS fees are created equal. The $75 call flat fee is only meant for any customer that is currently leasing or renting a trailer with Star. Any customer that does not lease or rent equipment from Star will be charged an $85 call flat fee for SBS services. Any Star customer that is currently not leasing or renting equipment but can provide/demonstrate data of a higher call volume can, in some cases, receive a lower call fee than the two classifications.
Trailers that are on contract maintenance will NOT receive the SBS fee when a PM is performed. They will however get charged an SBS fee if the service performed is not a PM. With that said, they may receive a reduced fee depending on their contract.
Trailers that are NOT on contract maintenance will be charged for both the PM fee and the SBS fee—this is a great opportunity for us to let the customer know that they can stop paying for the fees if they choose to participate in our contract maintenance program.
MYTH #2: SBS executes Full-Service repairs without branch consent or knowledge…
THE TRUTH: SBS has numerous processes and procedures in place for Star trailers.
As seen in the referenced document above, SBS follows a distinct workflow to determine who is responsible for trailer repairs and can authorize higher dollar amount repairs. Similar to PMs—which require branch approval for Star trailer PMs that will exceed $150—all Star trailer repairs for Full-Service and STR require authorization from the branch if the repairs exceed $500.
MYTH #1: OTR PMs handled by SBS are too expensive…
THE TRUTH: While PMs are more costly over-the-road—especially if they are not planned and scheduled—SBS is not significantly more expensive than the branches. After plotting the PM average cost of outside vendors (OV) directly utilized by SBS and the branches, the SBS cost is lower and continues to trend down. With that said, the key is to plan and schedule PMs in advance to ensure the cost can be contained and, more importantly, to ensure no time is lost due to a trailer not being current for FHWA requirements.
At the end of the day, having to execute over-the-road repairs on wear components that are missed during inspections are far more detrimental to the cost structure of a trailer.
