Customer Service
Clear Direction for the Road Ahead
We Align With Your Business Goals At UPS Logistics Technologies, our Customer Service Department is focused on quality, integrity and a commitment to exceptional service. We believe all aspects of a profitable business relationship start with a core group of courteous personnel who make certain your needs are met promptly.
Reach New Heights of Success When you’re working to reach a destination, getting the right information when you need it, can make all the difference in the world. It’s this philosophy that guides our efforts every day in the Customer Service Department. Our diverse team of experienced experts is dedicated to providing you with the tailored support and services you need to take full advantage of your UPS Logistics Technologies’ software. Whether you choose to implement just one of our applications—such as Roadnet®, Territory Planner® , FleetLoader®, MobileCast® , Roadnet Info Center®, Roadnet® Performance Dashboard, or our integrated Roadnet® Transportation Suite, you’re assured of the same high degree of professionalism and attention to detail.
From pre-sale through all stages of custom implementation as well as continuing maintenance and support, Customer Service at UPS Logistics Technologies goes the extra mile to ensure your satisfaction— and your return on investment. As a single-source, end-to-end solution, we also provide an extraordinary depth of support to address literally every need, including IT integration, software and custom installation, professional services, training, 24/7 product support and long-term maintenance. In short, we support you for the long haul, in order to guarantee a smooth transition and improved effectiveness in your marketplace.
Rest assured; you are working with a group of seasoned professionals. For more than 25 years, UPS Logistics Technologies has delivered the industry’s leading software solutions for delivery management— solutions that help distribution and service companies realize greater results in service, efficiency and profitability than ever before. Backed by the experience, strength and stability of UPS, the world’s leading transportation company, UPS Logistics Technologies’ Customer Service is driven to make your business a success, from first mile to last.
Implementation Services
In Sync With Your Needs, Every Step Of The Way Contact Information and Guidelines Phone Web
1.800.762.3638 www.upslogisticstech.com
Implementation Services Guidelines: • Implementation services are billed at the then-current per day consulting rate plus travel expenses • Consulting time is billed port-to-port • Premium charges apply for weekend travel • Cancellations made within 10 business days of the scheduled visit will be subject to the then-current cancellation fee
For far too many companies, the installation of a new delivery management software system means opening the box and thumbing through the manual. That is, unless you work with UPS Logistics Technologies. Our Customer Service team’s approach to your system installation is comprehensive, flexible and most importantly, customized to your particular needs, including your bottom line. You wouldn’t expect anything less from a group that successfully manages two major installations every three days for companies around the world, year after year.
A Consultative Approach Our Customer Service professionals will analyze your contract details in order to gain a thorough understanding of your company’s issues and goals. Then, we listen—sitting down with your staff to understand exactly what is needed, so that we can provide the precise guidance and tools necessary to deliver the business results you expect. At the same time, this collaborative session provides an opportunity to define and agree on the project’s scope, assign specific tasks to accomplish, and determine a schedule that fits yours.
A Dedicated Focus Throughout the implementation process, we work to reduce the complexity and uncertainty of the experience for you, by providing a single source of coordination through a Customer Service consultant from day one to post-launch. This way, you can rest assured knowing that a trusted professional who understands the particulars of your implementation is managing every stage with a critical eye. In addition, your consultant also serves as your proactive agent for answering any additional service needs that may arise before, during, and even after the implementation itself, from performing service configurations on equipment and software to assisting your management in measuring overall system effectiveness.
Our Implementation Process: The Difference Is Flexibility Step 1 Contract Analysis
Step 2 Initial Customer Meeting
(Pre-Day 1*)
(Day 1 to Day 30*)
Customer Service consultant meets with sales staff and reviews customer contract to fully understand the scope and issues, in order to determine what specific services may be needed for implementation, including hardware and systems integration services.
Customer Service consultant meets with customer team to identify requirements for database integration and system installation. Consultant reviews “preparing-for” manual with customer to outline implementation process and to set expectations. Processing and geocoding of customer data files for new database begins after file(s) are received.
* Time periods indicated reflect those of an average implementation period; UPS Logistics Technologies Customer Service will assess and advise you of your specific timeline based upon your custom installation.
A Wealth of Added Resources While providing complete coverage and guidance throughout your implementation process, Customer Service also offers the following value-added services to provide an enhanced level of service: Project Management for Enterprises. For larger enterprises with complex, long-term needs, Customer Service can assign a dedicated project manager who is assigned to work directly at the implementation site. This experienced professional, manages all interaction between UPS Logistics Technologies and the customer company, coordinating all meetings, release notes, product feedback, delivery and training as a single turn-key process.
Step 3 Delivery of Roadnet® Transportation Suite Components (Day 30 to Day 60*) On-site Customer Service consultant delivers Roadnet Transportation Suite components and initiates transition to new system. This becomes the parallel ‘mirror’ system which serves as the test environment during the migration to the new system.
Architecture Design, Implementation, and Configuration. If your company lacks sufficient Information Technology support in-house, Customer Service can assemble and deploy an IT support group to serve in that capacity. This group will meet with your staff on-site to develop process mapping for an upcoming installation and even help design the necessary infrastructure to house the Roadnet Transportation Suite components. Implementation Scheduling and Quality Assurance. To assure that your company always receives the highest quality of service throughout an implementation, Customer Service maintains close communications with all of its consultants to assess their abilities, check progress and keep implementation scheduling on track.
Step 4 Application Go-Live Date and Follow-Up Support (Day 60 and Beyond*) On-site Customer Service consultant monitors final transition to new system. Assessment conducted of post-launch needs, including Customer Service training, Professional Services, Maintenance programs and the addition of other Roadnet Transportation Suite components. Troubleshooting issues managed by Product Support Services.
This coordination also extends to our Product Support team in tracking customer calls—and to our customers themselves, in fielding any issues or concerns through regular Customer Service advocate calls during and following an implementation. Professional Services. Customer Service also offers a number of fee-based Professional Services that extend our expertise through a number of highly effective and targeted initiatives, from data integration to telephone training and more.
Training Nationally recognized for its leadership throughout the transportation industry, Roadnet University is your source for seminars and workshops related to the Roadnet Transportation Suite and its individual applications.
Smart Tools for Logistics Professionals For some software providers, a completed installation marks the end of their engagement with their customer. However, at UPS Logistics Technologies, it only marks the start of our commitment in helping you identify and extract the greatest value from our delivery management solutions. In this regard, our Customer Service training programs provide a spectrum of flexible choices to meet your continuing educational and certification needs.
Roadnet University – For First Class Training For advanced training services to meet a variety of needs, all roads lead to Roadnet University. Nationally recognized for its leadership throughout the transportation industry, it’s your first source for seminars and workshops related to the Roadnet Transportation Suite and its family of
products. Offering a broad curriculum of classes on every level for every product, Roadnet University and its certified instructors provide in-depth training for hundreds of students every year. By giving all of your users—from routers to VPs—the advantage of Roadnet University coursework, your business can tap into the full potential of UPS Logistics Technologies applications in terms of their functionality and flexibility. Choices range from New User Workshops to Advanced Workshops and even Management Seminars that give your senior management team a high-level overview of how UPS Logistics Technologies solutions provide value to their organization. In addition, you can take advantage of our respected certification programs, web-based training, online registration and more.
When software enhancements and upgrades are issued on UPS Logistics Technologies applications, depend on Roadnet University to provide classes that offer detailed insight into every new feature and functionality along with their proper usage, so that you can reach even higher levels of operational efficiency. Roadnet University classes are flexibly scheduled throughout the year, and can be attended either at our Baltimore headquarters, which offers outstanding facilities and accommodations within an academic environment, or at more than 250 satellite campuses around the world.
Contact Information and Guidelines Phone Email Web
1.800.762.3638 opt. 3 roadnetuniversity@ups.com www.upslogisticstech.com
Training Services Guidelines: • Cancellation made within 30 days of a scheduled Roadnet University class will be subject to the thencurrent cancellation fee • Cancellation made within 10 days of a scheduled training visit will be subject to the then-current cancellation fee • Customized training programs require signed contract prior to scheduling
A Choice of On-Site Training Options When time and place are of the essence, Customer Service can provide on-site training to your staff that addresses a variety of issues with the greatest possible efficiency and savings. In every case, these sessions are led by highly credentialed Customer Service consultants who have years of management experience in the training, analysis and assessment of the routing operations in your industry. Options include: Standard Training that provides instruction for the optimal use of specific UPS Logistics Technologies applications. Staged at your facility, these training sessions are designed to focus on your company’s specific challenges and goals, and how the UPS Logistics Technologies applications can solve your specific routing needs.
Customized Training that addresses individual training and budgetary requirements that your organization may have. Whatever the need, Customer Service can develop a solution that meets the demand and scope of your situation, including: • • • • • • •
Group training Training at multiple facilities Regional training Establishment of routing policy Router assessment Transportation needs analysis Merger/buyout/relocation analysis and assistance
“Train the Trainer” Sessions that offer the opportunity for companies to conduct their training programs for large in-house teams. Users who have already completed our initial training can receive the instruction and tools to effectively train your other employees in the optimal use of our applications. Advanced Training and Consulting that can measure current performance levels and assess the need for additional training for your staff. Our consultants can also determine how much training time is necessary to meet your goals and also establish a timetable.
Product Support
Because we see ourselves as an extension of your business, we make it our business to support yours 24/7, 365 days a year.
Around The Clock, Without Exception, We Work When You Work Rapid and Effective Responses Our pledge: that the customer will receive quick and pleasant service at all times; that we will do anything within our power to satisfy the customer’s needs; and that our staff will be available 7 days a week, 24 hours a day, to address our customers’ needs. Our goal is to answer all calls within 40 seconds. 92% of calls are resolved within 20 minutes.
Imagine for a moment the ideal product support for your delivery management software system. First of all, it would be instantly available when you need it, even at 2 AM on a Saturday morning. It would be responsive, answering your priority questions within minutes, not hours or days. Finally, it would be knowledgeable, providing expert insight and not an outsourced trainee reading from a manual. Where your product support is concerned, the Customer Service professionals at UPS Logistics Technologies leave nothing to chance. Instead, we offer a robust set of Product Support Services that set some of the highest standards in the industry for responsiveness and problem resolution. Because we see ourselves as an extension of your business, we make it our business to support yours 24/7, 365 days a year. So when we say, “We work when you work,” it’s not just a marketing line, but the clearest expression of our culture. All of us are focused on helping you discover smarter and more effective ways to resolve your time-sensitive issues and to work with UPS Logistics Technologies applications in the most effective manner.
We Are Always On Call For You When you dial our Product Support Call Center with either a general question or an emergency, it’s our reputation that’s on the line. That’s why you’ll never have to deal with lengthy wait times—on average, our response time to customers is 40 seconds between 7 AM and 10 PM (Eastern Standard Time). What’s more, when you call, you’ll get immediate, reliable answers from an informed and experienced source. Every call is directly routed to a team of highly trained Product Support technicians who work in-house at UPS Logistics Technologies. In fact, our Product Support staff receives up to three months of training to prepare for this critical support role. Our Product Support team is also organized into product-centric groups, so that you are always assured of speaking with a professional who is familiar with every aspect of the application in question. In addition, our call center offers the advanced capability of diagnosing many application-based issues through remote web-based sessions.
Contact Information and Guidelines Phone Email Web
1.800.762.3638 opt. 1 RTSsupport@ups.com www.upslogisticstech.com
Product Support Services Guidelines: • Failure to comply with UPS Logistics Technologies hardware and software requirements could negatively impact the time to resolve your issues • Website Support is passwordprotected
Convenient Communication
Training by Telephone
We realize that not all issues are missioncritical emergencies that require immediate support by telephone. For that reason, Customer Service also provides a Product Support email portal where you can receive prompt responses for general inquiries and follow-up questions.
To make the most efficient and flexible use of your employees’ time, Customer Service offers this unique service that can be priced at an hourly or project rate. Routers and managers can schedule training time to fit within their workday. The training itself is designed for short, informative sessions covering such topics as new software features, overall software functionality and more.
A Range of Web Resources UPS Logistics Technologies customers can also access fast answers, updates, patches and more through our Customer Service website. Once there, you’ll discover: • • • • • •
Downloads for maintenance patches FAQs Roadnet University Schedule Roadnet Review Newsletter Operating Guides and Manuals Forms for Reporting a Defect and Product Feedback • Roadnet® Transportation Suite Product Lifecycle Announcements
Professional Services
A Higher Standard of Intelligence in Service This comprehensive, integrated suite of enterprise resource planning services and products represents a shared experience of over 25 years of implementations and installations.
Think about it. As your operations become more complex and deadline-driven, so it becomes even more critical that your logistics infrastructure is maintained at peak efficiency. Now you can ensure that level of compliance with your operational goals with the assistance of Professional Services from UPS Logistics Technologies. This comprehensive, integrated suite of enterprise resource planning services and products reflects our collective experience of over 25 years of implementations and installations. Integrated into your daily operations from planning and routing to tracking, our Professional Services can provide the opportunity to plan proactively for future growth while avoiding current operational shortfalls.
As experts in their industry, our Customer Service consultants can help you determine what services make the most sense at the current stage of your operational cycle, and can arrange on-site assessments and reviews as necessary. Whatever it takes to keep you on track and even raise the bar on your operational goals, our Professional Services provide the leverage you need.
Contact Information and Guidelines ROAR/Operational and Strategic Analysis Phone 1.800.762.3638 opt. 3 Email roadnetuniversity@ups.com Database Migration and Maintenance Phone 1.800.762.3638 Email RTSsupport@ups.com Professional Services Guidelines: • Professional Services fees are based on individual customer project scope and goals. All projects include a price quotation and require a signed contract prior to the project’s start
Roadnet Operations Analysis and Review (ROAR) This in-depth, on-site audit analyzes the current and potential use and efficiencies of the Roadnet® Transportation Suite within your operational environment. The overall objective is to assess the performance of Roadnet Transportation Suite against the goals of your management team. During an intensive, highly structured two-day site visit, a senior Customer Service consultant conducts this audit by observing daily procedures, examining specific Roadnet Transportation Suite data and discussing objectives with key customer personnel, from routers to senior managers. The resulting assessment is documented in a comprehensive report, which measures the current effectiveness of Roadnet Transportation Suite use by the customer. In addition, the report maps out a strategy for planned improvements and recommendations in the routing process, as well as all other areas impacted by Roadnet Transportation Suite.
Operational and Strategic Analysis Maintaining levels of operational efficiency, let alone improving them, is never a given in today’s volatile marketplace. To support your efforts in this regard, our Customer Service consultants can implement an array of analytic programs, including projected routing and scheduling implications of mergers, skill assessments, sudden growth or loss of business, or the creation of a company-wide routing policy. All programs are customized to meet your specific needs and goals and can be scaled to your schedule from one day to one year.
Database and Network Service Offerings • Monthly database health checks to ensure stability • Customized database offerings to meet your individual needs • Network benchmarking to assist your staff with educated IT decisions • Consultations with your staff to develop and test your backup and disaster recovery plan
Database Migration and Maintenance
Systems Integration
One of the most critical components of any logistics operation is your proprietary customer database. If your company requires additional support to manage and maintain your database, especially during a new system installation, our Customer Service professionals can make all the difference. Our IT experts will meet with your database administrator to develop and implement a complete database design, configuration and build. In addition, we can provide complete migration services between all major database platforms, including Oracle® Microsoft SQL Server®, and Microsoft AccessTM.
With their extensive experience in systems architecture design, our Professional Services Integration Team can offer vital support in the configuration of complex enterprise solutions, with coverage from installations to upgrades. Our certified professionals can work on-site with your IT team to integrate specialized networking applications, such as Citrix software or Terminal Services. We can also provide certified trainers to conduct on-site knowledge transfer sessions that will certify users and support personnel of Roadnet Transportation Suite under specific operating environments, including Oracle, Microsoft SQL Server.
If additional maintenance support is necessary, Customer Service offers a choice of options, including support for Oracle and Microsoft SQL Server as well as Citrix® software and Terminal Services. User-defined quarterly reports that document all maintenance adjustments to date also can be issued. Overall, our database maintenance services have been shown to reduce our customers’ consulting expenses while increasing database efficiency and uptime.
Maintenance Services
Complete Coverage for the Long Haul
Contact Information and Guidelines
Annual Maintenance Plan • Unlimited 24x7 Technical Support • Software Upgrades • Access to Web-Enabled Services • Newsletters • Technical Advisories • Remote Access Support • Product Feedback
Phone Email Web
Value Added Services (Fee Based) • Database Maintenance Plans (Oracle and Microsoft SQL Server) • System Architecture Design and Implementation • Terminal Services Configuration and Support • Citrix Configuration and Support • Custom Report Design and Support
In today’s marketplace, protecting your investments is essential— Customer Service at UPS Logistics Technologies offers assurance that you are protected through our annual maintenance plans. These plans include monthly call reports, software upgrades, technical advisories and a range of web-enabled service opportunities.
1.800.762.3638 RTSsupport@ups.com www.upslogisticstech.com
Maintenance Plan Guidelines: • UPS Logistics Technologies is required to notify customers 30 days in advance of fee increases • Customers are required to notify UPS Logistics Technologies at least 60 days in advance to cancel their annual maintenance fee
With the Right Partner, The Road is Yours Every day it’s a new road, with new challenges ahead of you and your operations staff. With your success riding on every decision you make, making certain that you have the best possible support system in place is key. So why take chances coordinating a variety of vendors? With the Customer Service team of UPS Logistics Technologies working for you, you’re covered at every turn of your business day. From the start, our focus remains fixed on building and enhancing long-term working relationships with our customers. By doing so, we can better understand the unique requirements and challenges of your business—and better map out a strategic route that delivers uncommon results.
And, by drawing on literally decades of industry-leading experience, unmatched professionalism as well as a comprehensive spectrum of proprietary programs and products, we can offer you the support solutions you require from a single source—backed by one of the most stable and trusted names in the transportation industry. If you’re ready to make your move to a new standard of support services, start with confidence. Start with Customer Service from UPS Logistics Technologies. From implementation to advanced consulting services and beyond, we are the right partners for the road ahead.
UPS Logistics Technologies 849 Fairmount Avenue, Suite 400 Baltimore, MD 21286 410.847.1900 800.762.3638 toll free RTSsupport@ups.com www.upslogisticstech.com
© Copyright 2008 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved. PL17 Rev B 12/08 Microsoft® Software, SQL Server® and AccessTM Database Software are registered trademarks of Microsoft Corporation in the United States and/or other countries.