Tow Professional - Volume: 7 Issue: 2

OUR TRUCKS ARE BUILT FOR

HEAVY LIFTING WHEN DURABILITY, RELIABILITY AND PERFORMANCE MATTER

Learn why Jerr-Dan’s Heavy Duty Wreckers a Rotators are Best in Cla

Florida Tow Show Booth #823

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TOW PROFESSIONAL

CONTENTS I N D U S T RY NEWS

Volume 7• Issue 2 2018

www.towprofessional.com

FeatUre: Software for Towers

TOWING & RECOVERY

42| TomTom WebFleet

6| Lodar USA 8| Agero / Swoop

46| Towbook 48| Beacon Software

company profile

50| Ranger SST

10 | Fitzgerald Towing & Recovery Equipment

54| VTS Systems

Insightful talk

56| TOPS

14 | Partnerships: The Good, The Bad, The Ugly

58| Auto Data Direct 60| Omadi

Fuel 4 thought

62| Roadrunner USA / Swoop

18 | Listening is an Art Form

64| Towbook

FeatUre: HEAVY-Duty / Rotators 22 | Jerr-Dan

28| Custom Built

32| NRC Industries

IN EVERY ISSUE

36| Miller Industries 2

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4 | Publisher’s Letter 66 |Dealers Place

71 | Market Place 72 | Ad Index

PUBLISHER’S

LETTER

TM

Professional Your Resource for Towing & Recovery

Volume 7 • Issue 2 2018 www.towprofessional.com

Eastertime and the Florida Show I always love this time of year, and in Alabama this is one of the best seasons: everything turning green, flowers, bushes, and trees exploding with bright colors while the days get sunnier, warmer, and longer. It typically reignites my spirit and gets me inspired to get up and go even more. I talk to people all the time, and it is amazing how much the sunshine and prettier weather do to help our attitude and our energy.

The timing for this always works out well because it also lets us know it’s about time for the Florida Tow show. The weather will be warming up and the spirit in and around that show becomes contagious. You get to see the latest and greatest advancements in products and services our industry has to offer. Tons of wrecker dealers from across the Southeast who come do display the new equipment, show off what they can do, and make you a great deal so they don’t have to drive it home. I encourage you to go and see what all the new developments are in the market and to get charged up for attack this year, improve your business, and find ways to make it safer, easier, and maybe make more money too.

In this issue, we will be looking at the latest advancements in software and technology. As many of you are finding out, your competitors are already starting to use GPS and software to make their businesses better, and it is really pushing them to the next level.

These products aren’t just for the big guys anymore. There is a setup for every size business, and the benefits they give you are amazing. We are also looking at the heavy and rotator manufacturers in the industry. We will see what their lineups look like and take a minute to speak to the people who know them best about what sets them apart and what is the next new thing to look for when you are in the market.

Don’t forget to go and register for the Southern Tow Expo and Beach Bash this August 10-12 at www.southerntowexpo.com as hotel rooms are filling up fast. We will be having the deep-sea fishing tournament, certified Wreckmaster training, trade show, tow truck Beauty Contest, Beach Bash, and a crazy fun night at the TomTom Flora-Bama night. If you didn’t make it last year, I know you heard about it. This year make sure you are there at the beach.

Stay Safe and Keep Reading,

Timothy A. Smith Vice President Tow Professional Magazine

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Tow Professional | Volume 7 • Issue 2 | www.towprofessional.com

PUBLISHER Darian Weaver President & Publisher darian@towprofessional.com

Tim Smith V.P. Sales tim@towprofessional.com __________________________

PRODUCTION Dana Scott Creative Director dana@towprofessional.com

Gene Eudy Proof Editor gene@towprofessional.com __________________________

CONTRIBUTING WRITERS Tom Bacon - Towbook Josh Bushnell - Omadi Tim Chung - Roadrunners USA / Swoop Matt Guzenhaeuser - TomTom DJ Harrington John Hawkins - Miller Rod McGregor - Beacon Dan Messina Michele Murray - Auto Data Direct Jeff Pesnell - TOPS / Budget Gps Nigel Pestell - VTS Jim Shellhaas - Ranger SST

__________________________

Executive and Advertising Offices 2007 Old Montgomery Hwy, Suite B Birmingham, AL 35244 Toll free: 888-802-8544 Fax: 205-978-1550 www.towprofessional.com Tow Professional is published nine times a year by Over The Mountain Media, Inc., 2007 Old Montgomery Hwy., Suite B, Birmingham, Alabama, 35244, USA. Tow Professional is distributed free to qualified subscribers. Non-qualified subscription rates are $57.00 per year in the U.S. and Canada and $84.00 per year for foreign subscribers (surface mail). U.S. Postage paid at Birmingham, Alabama and additional mailing offices.

Tow Professional is distributed to qualified Towing & Recovery's Top Decision Makers. Publisher is not liable for all content (including editorial and illustrations provided by advertisers) of advertisements published and does not accept responsibility for any claims made against the publisher. It is the advertiser’s or agency’s responsibility to obtain appropriate releases on any item or individuals pictured in an advertisement. Reproduction of this magazine in whole or in part is prohibited without prior written permission from the publisher.

For a new free subscription, address changes or corrections, please visit www.towprofessional.com and click on the “subscribe” tab.

I N D U S T RY NEWS OW WI IN NG G& &R REEC CO OV VEER RY Y TTO

Lodar PWM Soft Control Fed up with truck beds banging and winch cables snatching?

For those of you ordering a new truck, you should consider upgrading to a higher specification of radio control. It costs less than you think.

See the video – Lodar.com

suitable valves would be Youli PV4, Sauer Danfoss PVE, Bucher HDM/HDS15, and certain Hydro-Control EX Series. There are other valves as well.

-RADIO CONTROLThere are 12 x PWM outputs and a non-PWM Master Output.

All systems are fully wired with a Deutsch Connector.

The relevant software, which can be downloaded from the Lodar website, is easy to use. Connectivity is through a socket on the Receiver, direct to the computer.

Unlike normal PWM systems where there is full, variable control from the Transmitter, Lodar uses their normal Transmitter with a Receiver that is Pre-Programmed. This important feature allows each function to be set as required. It is only the first few seconds (at the beginning and end of each function) that is “softened,” removing the harsh actions of momentary systems.

TECHNICAL INFORMATION -VALVESLodar PWM Soft Control has already been fitted to vehicles, using P70CF, Hydro-control EX38, and Walvoil DPC130. Other

The Flow Control Valve will have the following adjustments: 1. Dither Frequency & Dither Amplitude.

2. PWM Threshold – the level at which the valve just starts to move.

3. PWM Top Limit – the desired maximum level to which the valve may open.

4. Start Ramp Time – the time taken for the valve to travel between the Threshold and the PWM Start Level.

5. Stop Ramp Time – the time taken for the valve to travel between the Set Level and the Threshold.

6. PWM Start Level – the start-position of the flow (speed of the conveyer).

7. PWM Step Size – the percentage increase or decrease the valve moves when conveyor speed is adjusted.

The Directional Control Valve will have the following adjustments: 1. Dither Frequency & Dither Amplitude.

2. PWM Threshold – the level at which the valve just starts to move.

3. PWM Top Limit – the desired maximum level to which the valve may open.

4. Start Ramp Time – the time taken for the valve to travel between the Threshold and the Top Limit.

5. Stop Ramp Time – the time taken for the valve to travel between the Top Limit and the Threshold.

FLOW-SHARING VALVE BLOCKS The PWM software cannot alter the interlocks that are set as standard; it just controls the PWM valves.

If you want to activate more than one function at a time (a useful feature), you need to have the interlocks set up accordingly when ordering the Receiver.

888-685-6327 www.LodarUSA.com 6

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I N D U S T RY NEWS OW WI IN NG G& &R REEC CO OV VEER RY Y TTO

Agero Acquires Swoop A Message from Dom Galdo, VP of Network at Agero, and Tim Chung, VP of Operations at Swoop

On January 9, 2018, we were thrilled to announce that Agero had acquired Swoop, a towing- dispatch management platform based out of San Francisco.

Swoop was founded on the belief that towing operators deserved a technology solution to help them build and grow profitable businesses, connect digitally with their motor club and local accounts, and deliver exceptional, transparent customer service. Swoop’s staff has spent countless hours with small, medium, and large tow operators, learning about what towers need to deliver better service to their customers.

Swoop’s dispatch platform enables a seamless service experience with accurate event information, better communication, and increased transparency.

Agero’s roadside expertise coupled with Swoop’s innovative dispatch software makes for a powerful combination.

Agero’s award-winning contact centers, nationwide network, innovative prod8

ucts, and security best practices allow Swoop to focus on cutting-edge software solutions for towers.

As the automotive market races to a future with electric, connected, and autonomous vehicles, we remain committed to equipping our local service providers with technologies and business practices for continued industry success. Agero’s nationwide network can now leverage Swoop’s dispatch platform to receive digital dispatches and manage their overall business from one place. Agero continues to support over a dozen third-party towing-management platforms, enabling local service providers to choose the solution that works best for them.

We want to take this opportunity to thank our dedicated service-provider communities for the trust and loyalty you’ve always exhibited. The towing community has been the heart and soul of Agero for 45 years and for Swoop

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since their launch. We’ll continue to work hand-in-hand with you to create solutions that help you grow your businesses. We look forward to the exciting challenges ahead and continuing to fight for the good of the industry in 2018 and beyond.

Sincerely, Dom Galdo and Tim Chung For more information about Agero, visit info.agero.com. To learn more about Swoop, visit joinswoop.com.

Swoop will remain independent and has adjusted its data privacy policy to restrict the distribution of your proprietary data; this includes restrictions against access by parent and affiliate companies. Please see our new privacy policy for details. www.joinswoop.com www.joinagero.com

company profile

AN INTERVIEW WITH BRIAN BOURKE Tim Smith from Tow Professional Magazine had a chance to speak to Brian Bourke, Director of Marketing, at Fitzgerald Towing and Recovery Equipment about who they are as a company and what their niche is in the market. This is what he learned: In 2017, the Fitzgeralds decided to move into the towing and recovery world.

Backed with many years of knowledge and expertise building trucks, they created “Fitzgerald Towing and Recovery Equipment.” The company is proud to have one of the most experienced and capable build teams in the industry, producing topnotch quality light- and heavyduty wreckers.

The business prides itself on keeping a large inventory of carriers, wreckers, and rotators on hand. Fitzgerald keeps instock inventory of all major brands such as Kenworth, International, Peterbilt, Hino, Dodge, and Ford. Currently there over 50 built units ready to go and over 30 wrecker bodies in stock as well. Since 10

its inception in 2017, Fitzgerald has purchased over 150 wrecker bodies and carriers!

The company says its goal is to be the #1 heavy-duty wrecker distributer in the United States. To achieve this goal, they are currently building a brand new 75,000-sq. ft., state-of the-art facility located in Rickman, Tennessee. The new facility is scheduled to open mid-summer 2018. Comprised of an impressive team of industry professionals, the Fitzgerald brand offers customer service and support that is second-to-none in the towing industry. With a look to the future, Fitzgerald Towing and Recovery Equipment has the inventory and the vision to meet the varying truck needs of

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towers across the USA. Tim: Brian, thanks for sharing with us who your company is and what direction y’all are heading. Now I would like to ask about why you all chose the towing industry, what sets you apart, why the glider kits, and how do you take care of the customer after the sale?

What was it that got you into the towing industry?

Brian: Not long ago, we recognized a need for wrecker bodies on a Glider-Kit Platform. We also noticed a need to have inventory for light- and medium-duty wreckers. We decided to accommodate this market as well. One of the things that sets us apart from our competition is the large inventory we keep on hand. We really pride ourselves on keeping a lot in stock to meet our customers’ needs.

Tim: What got you guys into doing these glider kits?

company profile

Brian: Fitzgerald Glider Kits was founded in 1989, by Tommy Fitzgerald Sr. and his brother, Ricky Fitzgerald. The two brothers drove OTR for more than a decade before opening their own service facility and assembling their first Glider Kit. The Fitzgerald brothers saw a real need for a better way to assemble and sell glider kits. In short, the company was started to help smaller fleets and owner operators be successful with a reliable piece of equipment.

Tim: You guys have been very successful and have really grown your business. What would you say has been the

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key to your success?

Brian: We stay true to what helped us succeed in the first place: family values and focus on the customer. Also, we work hard to offer the very best possible product at an affordable price. We truly believe the customer comes first and focus on keeping the customer happy before and after the sale. Service and support is at the core of everything we do.

Tim: Do you offer any type of warranty on the engines and where can somebody get that work done if needed?

Brian: Absolutely! Fitzgerald offers many warranty options. We give cus-

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tomers the option of purchasing a 5 year/500,000 mile nationwide warranty above the standard 3 year/300,000 mile warranty. Fitzgerald Glider Kits has over 2,000 warranty centers across the US. Tim: We appreciate the time you gave to share with us who Fitzgerald Towing and Recovery and Equipment is: You are a company born out a grass-roots familyowned business set apart by a quality inventory that is affordable, expansive, and varied. You are a company driven by a committed focus on the customer taking care of them before, during, and after the sale while keeping eye to the future. N

Insightful talk

ByBy D .J. D an Harringt Mes s ina on, CSP

When I first opened the doors to Southwest Auto Tow, we were limping along with 2 trucks and 200 or so accounts. Then, we got our first break: a competitor came to me and asked me to buy him out. I did not have much money but I knew he wanted out. I went to him with a 12-month partnership deal. Based on a hand shake, he would give me his 2 trucks that were in bad shape, his staff, and his 300 or so accounts, and I would give $10,000 up front and pay him $10 a car for every car I towed from the properties he gave me. I did that for 12 months. Since I doubled my business, I doubled my tows, and I ended up giving him about $3,000 a month for the next 12 months.

He walked away with some cash, and cash flow for the next 12 months, and I doubled the size of my company for only 14

$10,000. The money that I paid him ongoing was the money from the tows from his old properties. This was a

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GOOD deal for all parties involved.

GO As I grew my business over the next few years, another competitor came to me with another opportunity. His storage fac facility was in south Dallas, and he had 2 go good accounts in north Dallas that he wa was about to lose because his storage fac facility was too far for his customers to go to get their cars. I agreed to let him tow to my yard, and I would pay him the tow fee and keep the storage on the vehicles. like we were both going to make It looked l a llittle money. This was a hand-shake deal that did not work because my competitor was changing the agreement

every other day. After about 6 weeks, we broke it off. This was a BAD deal because there were a lot of conflicts right from the start.

When I sold my company, I had a partnership with the new owner who paid me money up front, on-going, a monthly salary for me and my wife, and money in the out years. I have a great relationship with the new owner. I’ve done some consulting for him over the past 5 years and helped him grow my old company. This was a GOOD deal.

After I sold my business in Dallas, a friend of mine came to me and asked me to be his partner to start a tow company in Austin. He lived in Austin, he was a good friend, and he knew a lot about private property towing. When another good friend of ours in Houston, who owned a small towing company and who was doing a good line of business, asked if he could also be a partner to grow the

Houston, Austin, and San Antonio markets. This partner also knew a lot about private property towing. Here we are: three good friends who knew more about private property towing than anyone in the U.S. We had a contract drawn up, and we were ready to roll. This agreement lasted about 3 months, and it was a disaster: 1. No one could agree on anything.

2. We could not agree on how to grow the business.

3. We argued over where dispatch would be located.

4. We argued over how dispatch would work.

5. We argued over how we got paid monthly.

This deal should have been the best deal of all because of our knowledge of the business and that we were all successful at one time. As I look back on it

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Insightful talk now, had we done a few things a little differently, we could have dominated the state of Texas. This deal turned out UGLY. It cost us friendship, money, and time. We, therefore, ended this deal quickly and cut our losses. Of all the deals I discussed, this should have been the best. We were all friends, and we knew the business better than anyone.

You just don’t know.

Some partnerships may require contracts while others can work on a hand shake. I’ve been involved in both. Here are a few “rules of thumb” when entering into an agreement: 1. Never do business with someone you don’t trust.

2. Have a business plan going forward so there are no surprises.

3. Identify compensation for all parties and have it in writing.

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By D an Mes s ina

4. Identify the roles of all the players involved.

5. Make sure all parties have a little skin in the game.

6. Have an out plan.

As you look for ways to grow the business, it might make sense to take on a partner. I would partner up with anyone anywhere if it made sense, and here is why: 1. Two heads are better than one.

2. Share responsibilities.

3. Share knowledge.

4. You can find someone that is strong in areas I’m weak.

5. Share expenses.

6. Share revenue.

I know you are thinking, “I don’t make that much to begin with, and now I have to share!” I would not advise you enter

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into an agreement unless you were both going to make more than you are making today. You do this with a good business plan if it makes sense do.

Need help or have questions? Give me a call; I’ll be happy to help ya! N

Until then, see you next time.

Fuel 4 thought

By D .J. Harringt on, CSP

Have you ever played the “Gossip” game? If you have, you know that the message or statement from the first person to the last is supposed to be repeated accurately. Sometimes, the message being conveyed from person-to-person can be misconstrued along the chain, especially if it’s not heard correctly, and certainly, if the person relaying it to the next person interjects their own spin! If that’s the case, the message is completely different at the end than the beginning.

Such was the case recently at my house.

It was 6:45am on a rainy day in Georgia when my wife answered the telephone. In a hurry to get to a doctor’s appointment that morning, the voice on the other end asked for me by name but continued with, “He called to cancel his 18

appointment because he has the flu.

When do you want to reschedule it?” Or do you want to call back later?” It was assumed that the caller had us confused with another patient because we immediately began making return calls to the

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closed office not to cancel my appointment because I did not call to say I had the flu. Without backing down, we made our arduous trek through the Atlanta traffic and arrived with 15 minutes to spare.

To our surprise and dismay at the doctor’s office, we were caught off-guard when informed that the doctor wasn’t in today because he had asked his office to cancel his appointments due to his flu.

When the scheduler called that morning, what we heard the scheduler say was quite different than what the caller thought she said. The doctor’s office was quite accommodating and allowed me to

Fuel 4 thought see another doctor. All of us laughed later at what happened.

Our lives are full of things that can put a wrench into our day, change our course, confuse or exasperate us. It’s how we deal with those circumstances that make us better at what we do. To avoid having a gossip-game conversation and a

By D .J. Harringt on, CSP

different outcome with one of your customers, here are some helpful hints so you can improve your listening skills. In the towing business, dispatch is always trying to decide what the call needs and what size vehicle should be sent. Is the vehicle loaded or unloaded? What exit should our respondents go to?

Did you know that 68% of the people who change providers of service or product do so because they have been mishandled by someone in the company-more than likely on the telephone? I’m no different than your customers. With the mix-up when that doctor’s office called us, I seriously thought about changing doctor offices before I even darkened their door for the first time. However, I knew that I needed to keep my appointment because this one was extremely hard to get scheduled. Obviously, we weren’t on the same page as the caller.

When answering the telephone, be kind and friendly: “Thank you for calling ABC Towing, how may I help?” A friendly and kind voice can have a great impact on reducing the anxiety and nervousness of the caller.

First impressions and the entire mood or atmosphere of telephone conversations are usually set within the first 5-10 seconds of the conversation. That means that we don’t have but seconds to make the right impression with any customer.

My first impression of their office was they were incompetent. If we had asked the caller to repeat her initial statement, then we might have known the appropriate reason for her call. Unfortunately, we didn’t ask her to say it again. When someone is happy with your goods or service, they may tell 3 other people.

Unfortunately, if they’re unhappy with your goods or service or how they were treated, they may not tell you, but chances are they’ll tell 11 other people.

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The Tow Doctor

Here’s another hint for improving listening skills. The caller asked my wife for ME. If she had insisted that she speak with ME instead of my wife, then maybe we would have gotten the right message, but I would have had to reschedule my appointment.

Here’s a percentage that should encourage you to speak with the right person every time. Only 23% of all calls made reach the right person at the time when he or she can converse.

Folks, listening is really an art form. It’s also reciprocal with customers. First of all, we have to prepare to listen to our customers. Avoid any distractions and concentrate on the conversation at hand. Listen for customer’s tone of voice and ask needed or clarifying questions while limiting your talking. Above all, don’t jump to conclusions without listening for facts and ideas first. Then react professionally, not personally, to their ideas or needs. As we get better at listening, the outcome of our conversations with customers will improve. We really have to get better at listening.

Before I end this article, this is a reminder that you need to mark your calendar for August 10th - 12th to be in beautiful Orange Beach, Alabama for the Southern Tow Expo. Bring your family and enjoy one of the best tow shows of the year. A most important fact we should always remember about listening is that God gave us two ears and only one mouth--that was a huge hint. We should always do twice the amount of listening.

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By Darian Weaver - Publisher, Tow Professional Magazine This past month I had an opportunity to talk with Jeff Irr, Senior Director of Sales & Marketing, Shane Coleman is Senior, Heavy Duty Sales Manager, Jake Perron, Chief Engineer, and Mike VanAken, Director, Aftermarket Support, Jerr-Dan. This was an informative opportunity to look at their family of products and understand the vision they have for the tow professionals they serve in the industry.

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JEFF IRR, SENIOR DIRECTOR OF SALES & MARKETING Darian: First, what do you want the customer to know about the Jerr-Dan brand?

Jeff: We want them to know that Oshkosh and Jerr-Dan are fully committed to the industry. As we continue to lead the industry, our carriers, wreckers and rotators will continue to be designed with our customers in mind. We will continue to engineer to exceed the customer’s expectations!

Darian: When it comes to the Heavy Equipment, what is your most popular product to sell or most common size sold?

Jeff: Our focus is not so much on the product, but on the voice of the customer. We build commonality into our product line directly from the voice of our customers. We pride ourselves on selling a customer our product knowing the lifecycle and cost of running it is less than any other.

Darian: What steps has Jerr-Dan made in the dealer network for sales growth and to help with service?

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Jeff: We realigned our Heavy Duty network for service with training certification programs for our dealers. We work hand-in-hand coaching and managing our distributors from the manufacturing process, to pre-sale, to post-sale.

Darian: What is the most common response you get from a new Jerr-Dan client?

Jeff: “WOW!! I am blown away with what the machine can do, and how the factory welcomed me into the Jerr-Dan family.”

SHANE COLEMAN, SENIOR HEAVY-DUTY SALES AND JAKE PERRON, CHIEF ENGINEER Darian: “What are the main focuses of Jerr-Dan when building a product for a customer?”

Shane: “Reliability, Durability, and Performance: Reliability starts with our optimized boom design and 5-year structural warranty. Durability and performance can be seen in the use of the JerrDan Fire Body (JFB) Series next-gen copolymer body. This body resists corrosion and can withstand the harshest working

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conditions coupled with our roll-up doors for ease of access. This is a product that was designed from the start to take on industry challenges that owners face daily while being built to withstand and perform in a challenging environment.”

Darian: “How is the Jerr-Dan product built with safety in mind?”

Jake: “We start with one focal point for the operator: everything has a place.

We have crafted a tool-organization management system that assures minimal

time in finding the tools needed to perform a task in any situation and knowing that everything is back in place and ready for the next job. The clearest application of this focal point as a feature is the rollup door on our JFB bodied units.; this allows the operator to see and be seen, keeping him closer to the truck.”

Darian: “What is the key to the JerrDan brand?”

Shane: “Jerr-Dan continues to set the pace and tone of the industry with our innovation. Our competitive advantage and consistency is built into our family of products. This starts with the 25-ton and goes all the way to the rotator. The operator interface is consistent on the 25-ton, so when an operator moves from a 25ton, 35-ton, and up, assimilation is much easier. This allows the owner to move key employees up through the trucks faster with a much easier learning curve.”

Darian: “How do I know what truck works for me?”

Shane:“We make that determination with use of the Suburban, Urban, Rural, Equipment method: Region- We identify where the truck will be used in case of special regional needs.

Intended Use- We identify what the primary intended use for this truck will be such as its hauling requirements: Heavy or Severe Duty.

Applications- We identify all the additional applications on the truck the tower

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is going to need as required by the range of tasks to be done.

Taking time to consult with our customers in these three areas helps Jerr-Dan customers get a truck that can be used as a daily income producer, not an income liability

MICHAEL VANAKEN, DIRECTOR, AFTERMARKET SUPPORT Darian: Mike, we want to discuss the aftermarket division and how your group works with these customers. So, how would you say your aftermarket group supplements the heavy and rotator group?

Mike: These trucks are the flagships of these guys’ businesses and a key part to their success. Our primary focus is to keep our distributors and customers fully supported. Our goal is to keep them up and running because down time is the enemy.

Darian: What is Jerr- Dan’s solution to solving down time?

Mike: it all starts with what I think is the industry’s best warranty—hands down. It’s called a “5/1 warranty,” and this is how that breaks down”: A 5-year structural warranty on the Jerr-Dan structure on welds and material failure, except wear parts.

5-year warranty on the roll up doors.

1-year front to back on the JFB body with a limited lifetime warranty.

Darian: What’s new with you guys that people might not have seen yet?

Mike: The Jerr-Dan Fire Body (JFB) Series and their storage space are new with us. You know with these Co-Poly bodies that they are tough and help you prevent rust and wear normally associated with a steel or aluminum body. But they also have more storage space thanks to the tool organization management system, so you can carry more equipment with you.

"When you pair our JFB Body and Storage solutions with the parts and accessories that Jerr-Dan and its distributors offer, it is easy to see that Jerr-Dan and its distributors are a one-stop shop for everything towing. We want our customers to feel confident that when they call on Jerr-Dan, we have what they need to keep them and their customers up and running and making money."

Darian: “Jeff, Shane, Jake, and Michael, thank you for the time you have given us today in sharing what Jerr-Dan’s key focuses are when making a truck to meet the every-changing needs of today’s tower and sharing how your products embody your core values to better serve your customers.” N ww.jerrdan.com

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INTERVIEW WITH CUSTOM BUILT MANUFACTURING’S OWNER,

DEREK DANGELO

By Tim Smith, VP of Sales with Tow Professional Magazine

Tim Smith, Tow Professional Magazine: As you can see, Custom Built makes some beautiful trucks, and I wanted to catch up real quick with Derek Dangelo, the owner of Custom Built Manufacturing, and just ask him a few questions about their business and what sets them apart.

Tim: Derek, I appreciate you giving me a few minutes of your time today. Now your company and reputation are growing fast. Tell us, who is “Custom Built Manufacturing?”

Derek: Tim, because after more than 10 years of building wreckers, we still get asked, “Who is Custom Built Manufacturing?” I’d be glad to give you a quick review of who we are: We started Volume 7 • Issue 2 | www.towprofessional.com | Tow Professional

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this whole operation as a body shop over 40 years ago right here in Kane PA. Custom Built was then formed in 2006 as a “small town, USA” manufacturer of heavy wreckers with established roots in the auto body and towing industry. We are family-owned, run, and operated which means we treat our customers like family-highly valued and build our vehicles as if they were our own.

Tim: Wow, it’s amazing how a business can change over time. What would you say sets you apart from some of the other guys who manufacture this type of equipment?

Derek: I would say four areas consistently set us apart from our competition: Quality- Since we handcraft the pieces of our Custom Built Wreckers at our plant in Kane, PA, we are able to assure you the highest quality. We source our steel and aluminum from foundries across America. We work with our suppliers to be sure only the best products are used when building your wrecker. Our products are sourced from 30

companies you have come to know like Ramsey Winch, Bailey Hydraulics, Dalton Hydraulics, Bucher Valves, and B/A Products, to name a few. Each weld is done by some of the best welders Western PA has to offer.

Simplicity- Have you heard of the K.I.S.S. principle? “Keep It Simple Smarty.” Our goal is to manufacture wreckers that are K.I.S.S. approved. Each unit is engineered using common controllers, fittings, wiring, and hoses that meet or exceed the specifications of that unit. Since we manufacture just about all our steel and aluminum parts in-house, we can control how complex each item is and have a large inventory of our items in stock. By keeping the core of the wrecker simple, we can offer you shorter down times and lower repair costs if needed.

Cost effectiveness- Purchasing a new heavy wrecker could be the largest purchase you or your business has ever made. We want you to get a great product for a great value. Since our goal is to

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keep each unit simple we are able to keep costs down in the manufacturing and engineering departments. Instead of spending time trying to re-engineer a specific part to make it our own specialized part, we choose to use parts that exceed our specifications and are readily available. This will also help you control costs in the future while doing routine maintenance or repairs.

Excellence in Customer Service- At the end of the day, it comes down to our level of excellence in customer service which is the very heart of our business.

We strive to educate and work with our customers from their first inquiry about our product, thru the build process and continuing after sale. Since our company’s roots are based in towing and recovery, we can speak to you with complete understanding of your situation and make suggestions based off real-life experience not just opinion. We can recommend the correct wheelbase, wrecker size, and box layout as well as rigging suggestions or lighting for your specific needs. We have

also worked with customers to help them decide if adding a new tow truck to their fleet is a profitable choice at this time. To us, it’s not about selling a truck to someone today but earning a customer for life. We are proud to say that many of our customers now own multiple units of ours.

We have stood behind our product since we started so we decided to offer an industry-leading 10- year structural warranty on our products. This will give you peace of mind knowing that the manufacturer stands behind you when you need it most. If you have an issue with a truck or a question about your build after normal hours, we are always available. We do phone calls instead of emails and hand-shakes instead of signatures. You get the idea-business the way it should be. You can even call me, the owner of the company, and get results!

Tim: What is the most common question you get from owners when they are looking into using you?

Derek: That question would be “How do you stack up to the other wreckers in the industry?” Our typical reply is that we offer an extremely competitive product to the other manufacturers and can make it as simple or as fancy as they like. We follow that up by connecting them with current owners of our units to get their honest opinions. Our customer’s satisfaction is by far our best sales presentation.

Tim: I know you guys just moved and are getting settled into a new home. How is your new facility going to affect your operation going forward?

Derek: Our new facility will allow us to triple our production some day and has us set up for our future. We have lots of room to grow here now and are excited about adding more employees from the local workforce.

Tim: Now I also know you are a cigar aficionado. What is the best cigar to smoke to celebrate buying new truck from Custom Built?

Derek: A hand-rolled Cuban cigar is the only way!

Tim: Derek, thanks again for your time today and congratulations on your growth and success! N Visit Custom Built on social media like Facebook and Instagram as well as our website at www.custombuiltmfg.com.

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A New Addition to NRC’s CSR Tow Truck Family:

The CSR65 is the First Model of Next Generation Composite Slider Rotators.

NRC Industries introduced a new model of its well-known composite slider rotators at the American Towman Exhibition in Baltimore on Nov 17th. The CSR65 is a 65-ton wrecker well suited for tough recovery jobs.

The engineering team has worked to produce a

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truck that’s not only strong and robust, but also full of innovative, practical upgrades to help operators in their recovery jobs. “It's kind of like a 1990 Mustang versus a 2018 Mustang, a lot of upgrades,” says Kenny Tom, Trainer at Advanced Towing & Recovery.

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Among the new features, the CSR65 includes a quad-rail slide system for more torsional strength, which means a larger load-bearing surface. Thanks to its composite body, the overall weight remains the same as the current 50-65 modael. With an additional rear compartment and 15% overall extra storage capacity; this new tow truck is sure to be an asset for all who choose to add it to their fleet.

The operator interface has been upgraded as well: the control panels are now retractable, there are electronic proportional controls from both sides of the wrecker, and touch screens have been added as well as wireless multiplexed communication with the turret.

Operators will also be able to count on improved staples such as more outrigger-pad storage, a quick-detach hydraulic coupler, a smaller underlift crossbar made stronger thanks to a tempered steel casting.

The new CSR65’s price will be released in the spring within the 2018 price list and will be available for delivery in the fall.

NRC Industries has been a leader in innovative hydraulic towing and recovery equipment since 1975. The Canadian- based company does business worldwide through a network of trusted dealerships. The brand is well known for building equipment that outperforms and outlasts competitor’s equipment and exceeds customer’s expectations. N If you would like to have more technical information regarding this subject, please contact: 450-379-5796 www.nrc-industries.com 34

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Miller Heavy-Duty Product Line There is a lot of attention that is given recently to rotators; but “day in and day out,” the Integrated line up, in particular the Century 5130, is our number one selling unit.

There are two main reasons why: First, with its single and/or tandem application, the 5130 allows that client to select what works for them in their market place. As a 25-ton towing and recovery unit, the 5130 also sees the least tax exposure. Secondly, there is simply no other manufactured 25 ton like the 5130 that maintains maximum front-axle weight while minimizing the tandem-axle weight exposure. This is done with Miller’s set-forward design and a strong chassis background.

Currently, the 9055 and V100 are also getting a lot of exposure with the tandem-tandem chassis concept. These integrated models are the back bone to towing heavy-fixed frame vehicles and high-end passenger buses and coaches. This sector of the vocational chassis market has seen a huge surge in growth over the past five years. Again, with the weight-forward design of these two models being installed on the tandem-tandem model chassis, we are seeing a much greater balanced front-axle weight, enhancement steering, increased braking, and general safety of the tandem-tandem chassis--all without the need for unnecessary counter weights like the competition offers.

These two popular applications, along with the whole Miller Industries heavy-duty line up, depend on three major factors: (1) the engineering and design of the towing and recovery vehicle, (2) the Miller chassis program, which is constantly working with the chassis OEM’s to bring the performance and industry required “bling,” and (3) a product-support network that’s the industry’s best.

Our dominance in the heavy-duty product lines comes from our knowledge of what our customer are looking for, the resale of a Miller Industries chassis/wrecker (which is unmatched by any other industry), and a lot of hard work to staying “up to par” or ahead of the industry curve.

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We are consistently bringing new models to the field, like the recent V70/V100 three winch, the 9055XL with greater boom reach and capacity, and the 1150R being able to roll with a recovered load. We are poised to set the example by offering accessories and features specific to our industry. Our wide array of offerings ranges from lighting to safety 38

strobes, recovery packages to attachments, inverters, and tool storage- to name a few. Many of our new features are often some of the most copied and imitated offerings by other industry manufacturers and after-market OEMs. Lastly, the foundation of our dealer network and knowledgeable sales staff, along with superior background in engineering sup-

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ported by the most up-to-date manufacturing facilities in the world, is what sets Miller Industries apart from the rest of the industry. N 800-292-0330 www.millerind.com

SOFTWARE FOR TOWERS

Tow Operators Are You Running Your Business to Maximum Efficiency?

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owing has always been a challenging business.

Between angry drivers, dangerous driving conditions, and traffic, it is an operational climate like

no other. Add to that the economic pressures that affect a small business along with an increasingly difficult insurance climate, and tow operators and owners have their hands full. This folks, is where the wheat and the chaff separate. Towing

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business owners who are smart, efficient, and use technology to their advantage can not only survive a tough business climate, they also have a very good opportunity to prosper.

GPS tracking has been a part of most

SOFTWARE FOR TOWERS tow operations for many years. Knowing where your vehicles are at any time so you can dispatch to the scene quickly and efficiently is basically table stakes in the industry. However, GPS software has evolved over the last decade to offer a much greater amount of value to a tow operator beyond locating your vehicles and drivers. Next-generation fleet management solutions such as TomTom WEBFLEET offer advantages to every part of your business from driver to dispatch to management. Put to good use, fleet management can help you respond faster to service calls, provide better customer service when you get on scene, operate the business with maximum efficiency, affordably maintain your vehicle assets, and improve your fleet’s driving behaviors.

Ken Wilson of Panorama Truck Repair and Towing is a second-generation tower.

His business, which operates out of five locations in LA and surrounding counties, has 22 drivers and operates 38 vehicles.

Ken’s experience with fleet management goes right back to the earliest days before

GPS, when vehicles were equipped with antennae and positioning was performed using triangulation. “I used to find my guys in the ocean,” Ken chuckles. In 2009, Ken adopted TomTom WEBFLEET for fleet tracking and his business has stayed abreast of the latest advancements to the technology ever since. “I simply can’t imagine running my business without fleet management,” says Ken. “From knowing where my guys are, to managing my people and fuel consumption, to having documentation to back us up in the case of a customer dispute, TomTom WEBFLEET is essential to us.”

RESPOND FASTER Being stuck in traffic is the worst. It affects worker productivity and has a high

impact on your service and planning. For a tow operator being able to navigate to the scene quickly can make all the difference to the bottom line and to eliminating customer frustration. For Ken and his drivers, who operate in LA (the country’s most congested city ), precise traffic navigation is super critical.

The key is avoiding traffic in the first place -- which has its own challenges when your business is all about responding to the scene of a vehicle breakdown or accident. Ken and his guys use TomTom WEBFLEET, which leverages a complex network of live traffic data and uses advanced computing algorithms to deliver traffic information to drivers that is so accurate, they can even be alerted to tailgating situations which might cause them to brake suddenly.

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SOFTWARE FOR TOWERS More likely they’ll be able to avoid traffic snarls and jams thanks to TomTom WEBFLEET’s live traffic views which help to accurately predict and avoid traffic.

Even closed roads are no longer an issue as TomTom WEBFLEETs new next-generation fleet management software recognizes the closure and plans a route around it -- even when vehicles are forced into certain roads. In addition to traffic, it also factors in traffic lights, busy intersections, and other road obstacles.

BETTER CUSTOMER SERVICE Drivers who have suffered a vehicle breakdown or accident are already feeling angry. Fleet management can help eliminate a customer’s frustration by allowing your dispatchers to use telematics technology to get towers to the scene faster. Ken’s improved visibility into driver and vehicle locations means shorter wait times on the side of the road and helps improve communication between his dispatch team and the caller. Customers waiting can be provided with accurate and realistic ETAs on when the tow truck

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will arrive. TomTom WEBFLEET also provides Ken with a very precise audit trail of activities undertaken by his drivers on the road, which comes in handy when it comes to billing time. “We handle all the towing for the California Highway Patrol (CHP), and they watch their billing very carefully. I can provide detailed reports to the towing officer (who is in charge of vehicle towing and the impound lot) that tracks and timestamps all activity against a procedure. He can see the sequence of events showing from the time a call came in, to the driver entering the vehicle and turning on the ignition, to arrival at the scene, to PTO engagement and forward right to the impound yard. So there’s never any dispute, and the CHP know we are being forthright and honest in our dealings. That means a lot to the customer relationship,” says Ken.

GREATER BUSINESS INSIGHT When you know where your guys are on the road, you can move with greater efficiency and manage their time better.

Dispatching efficiently enables a tower to

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squeeze in a few extra calls a day, which can translate to more revenue. The telematics provided by a fleet management solution also tracks PTO, so tow operators can monitor vehicle behaviors and correlate driver and vehicle activity to calls being handled by dispatch. This helps eliminate phantom tows and keeping everyone honest and driver activities

on the up and up. Reporting provided by today’s next-generation fleet management solutions offers tow operators useful information to help make better business decisions. Also, very robust integrations allow Ken to flow or combine data from his fleet management solution with data from other back office applications relied upon by the industry such as

SOFTWARE FOR TOWERS Omadi, Beacon and Towbook. Ken Wilson loves that he can literally manage his drivers, vehicles and their activity from a cell phone anywhere in the country. “I have such good knowledge about my fleet. Using TomTom WEBFLEET on my phone, I can even tell you if the driver’s door opens at 2 a.m.,” says Ken.

INTELLIGENT FLEET MAINTENANCE In addition to giving you better business information, today’s next-generation fleet management solutions offer you the ability to capture current and historical data on your fleet’s fuel consumption and emissions. In California, where smog and traffic are heavy and fleets face strict emission standards, Ken can use TomTom WEBFLEET to monitor fuel consumption at an individual vehicle level. “If I see a guy who is in his vehicle with the air conditioning running and the temperature outside is 120F, I can reach out and tell him to head into the yard or home for a break versus keeping the truck running to stay cool. This helps

keep my fuel costs lower.”

REDUCED LIABILITY WHILE IMPROVING DRIVER BEHAVIORS Insurance pressures on the entire towing industry increases pressure on towers to ensure their drivers are on their best behavior and obeying the rules of the road at all times. But it is simply impossible for a business owner/operator to keep an eye on all his or her drivers all the time. Next-generation fleet management solutions such as TomTom WEBFLEET have a unique answer to that problem.

Going beyond GPS capabilities in the cab, they add in real-time driver coaching. It’s just like having their boss riding along with them in the passenger seat. Driver feedback is provided before, during and after their shift, alerting drivers to behavior issues such as aggressive driving and harsh turning or hard braking. Audio/visual cues provided by the fleet management solution and Bluetooth connectivity also mean drivers can eliminate distractions while keeping their eyes on the road

and their hands on the wheel. The fleet management solution’s satellite navigation also alerts drivers to the locations of fixed, mobile, and average speed cameras, so they are always aware of the speed limit and can stay within it.

Visibility and vehicle tracking provided by TomTom WEBFLEET offers Ken additional advantage as his firm does a lot of HAZMAT-related cleanup and towing. He says, “Insurers like to know a bad guy isn’t going to take off with your truck and some nasty chemicals in tow.”

Being in the towing and recovery business is hard enough these days. Business owners like Ken Wilson of Panorama Truck Repair and Towing need to be consistently striving for greater efficiency and productivity to keep the business running smoothly and keep customers from becoming overly frustrated. However, with all the advantages next-generation fleet management offers, it is downright foolish to not consider moving beyond just GPS. N www.tomtom.com 360-450-1941

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THE ULTIMATE CUSTOMER EXPERIENCE Customers today expect an experience with complete connectivity to service providers, so they can see the status of their job without having to call for updates. Services like Uber and Lyft have “raised the bar” for what our customers expect, in particular when they’re stranded on the side of the road or waiting on a service to be performed.

To compete in the market, towing and recovery operators must keep pace.

Customers are demanding tools that allow them to see the progress of their service, and then share their opinion about their experiences for the service 46

they received.

Equally as important, owner-operators need simple, automated ways of keep customers informed about services being performed, without having to pick up the phone and call customers constantly. It’s also critical that operators use tools to understand what customers think, and have ways to quickly resolve issues with unsatisfied customers long before issues might get shared on social media sites.

INTRODUCING ROADSIDE.IO Towbook’s Roadside.io solution, combined with our new customer survey feature, delivers the latest technology and customer experience capabilities to

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your fingertips.

With Roadside.io, you have the option of sharing info with customers while the service is in progress, helping customers understand what’s happening with their service without having to call you for an update.

With the click of a button in Towbook, an invite is sent to customers by text and email. All they have to do is select the link to use Roadside.io on their smart phone or on a computer. We give you the option to share important information related to the job, but you control what data is shared with customers.

Roadside.io also makes it simple for someone who may not be with the vehicle to monitor progress from wherever

SOFTWARE FOR TOWERS they’re located, making it great for your cash and police calls, dealership/body shop calls, and even transport jobs.

Here are a few highlights of the options you can choose from in the Roadside.io solution, these are options and none are required.

Brand Recognition. Customers can see your company name and logo, so they know who’s coming to help.

Locate Customers. Ask customers to share their location if they don’t know where they are.

Share Status. Share the status of the call if you want, helping them understand progress without calling.

See Drivers. Allow customers to see the location of the assigned driver on a map once the driver is en-route.

Call Dispatch/Driver. If your company invites customers to call your dispatchers or drivers, you can activate a link that will automatically dial your dispatcher or their driver.

INTRODUCING CUSTOMER SURVEYS Another important factor in providing the ultimate customer experience is giving your customers a simple way to share their opinions about the service your company provided. Your customers want to tell you what they think, and you need to

know what they think.

With Towbook’s new customer survey option, you have a simple tool to ask customers to rate your service after the job is complete.

Performance. Your survey results are listed in a report in Towbook, allowing you to quickly identify any poor ratings and see how each driver is performing for customer satisfaction.

Fix Problems Immediately. Towbook is set up to generate an alert to Managers and Dispatchers any time a poor customer rating is received on a survey. If you have an unhappy customer, the best time to fix that is now. Long before a problems spins out of control or ends up on some social media website, you need the ability to contact that customer and make it right.

Let the World Know. When your customers are happy, you want your community, and potential customers to know that. Towbook makes it simple for you to obtain great customer feedback and share that on your popular social media sites. Grow your brand, grow your business.

MAKING A DIFFERENCE Here’s what one of Towbook’s customers had to say about Roadside.io and Customer Surveys.

This feature has been a great addition to Towbook, and our customers have a VERY positive response to receiving text messages regarding their real-time updates.

From the company standpoint it is a great addition as it allows our customers the opportunity to provide feedback on the quality of service that they are receiving from our company.

Ian Vaillancourt, North Algonquin Towing

ABOUT TOWBOOK Towbook is the unquestioned leader in cloud-based towing software, providing tools made possible by the latest technology and helping companies to raise their level of service while lowering operating costs.

Built for the cloud, Towbook makes it so you and your team can work from just about anywhere. With important features like digital dispatching, mobile apps for iPhone and Android, QuickBooks integration and GPS tracking, Towbook supports companies of all shapes and size. Plus, Towbook can be set up very quickly, often in just a few hours.

Free Trial, Free Setup, Free Support.

With Towbook, you get a 30 Day free trial, plus free setup and support, and there are no contracts. Plus, you don’t need a license for each employee, you get unlimited user accounts with your subscription.

Towbook Management Software is headquartered in Michigan and has provided cloud-based towing software for 10 years. With the industry’s most advanced and flexible software, Towbook supports all types of towing and recovery operations. At Towbook, we take great pride in having the industry’s best customer support. Support is free and available 24/7/365 – even on holidays.

Thousands of companies count on Towbook every day to help them run their business. N www.towbook.com sales@towbook.com 810-320-5063

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SOFTWARE FOR TOWERS

The Beacon Software “Difference.”

It’s What Makes It the Number One Towing Software.

It seems like towing software competitors come and go today. New companies appear monthly offering a slick solution and seemingly promising the world!

Unfortunately, it’s the towing company that suffers when these companies go out of business: lost data, scrambling to start over and learn a new system, and more importantly---potential loss of business.

In addition, it seems there is an endless barrage of new software features that come daily. Technology features seemingly change hourly. Keeping your employees trained and up-to-date on features are critical to maintaining your competitive position.

While your towing software investment doesn’t come close to the cost of a new, 35-ton heavy-duty wrecker, it has become the number-one source for incoming jobs efficiently managing your fleet and properly controlling your financial picture.

That’s why towers have come to rely upon the Beacon “Difference” to help them effectively manage the constant barrage of change owners are faced with today.

Todd Althouse “Our people make the difference.”

product. It’s a commitment to help the customer succeed and make a difference in their business.”

Designed by towers for towers, Beacon was started 17 years ago by Rudy Smith, a Louisiana tower. “Our employees have a natural empathy for towers. It’s a tough business,” stated Smith. “Our employees need to relate to the tower and understand that this is a time-sensitive business. That’s why customer support is critical. You don’t find too many competitors that have a fullystaffed training and customer-support desk like Beacon. Also, it is our belief that we should be involved in the industry beyond just selling product. As an exam-

BEACON’S PEOPLE MAKE THE DIFFERENCE “Beacon Software employees are dedicated to the industry!” Beacon Software President, Todd Althouse exclaimed. “It’s not enough to build a great software product (Beacon is the number one towing software.) Yes, our software has powerful features, but it is our employees that have created a unique culture of collaboration and community that go beyond the 48

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The NEW Dispatch Anywhere includes phone apps for drivers and dispatchers.

SOFTWARE FOR TOWERS

ple, we’ve been involved in enacting towing legislation that has created a positive impact on the industry.”

HOW TO SELECT TOWING SOFTWARE You wouldn’t buy a car solely based on a glossy brochure, what a salesperson tells you or what a snazzy website said about it, right? Before you can make any decision on a car, you get a demonstration and drive it to see if it is right for you.

The same idea applies to buying towing software.

Customers can schedule a demonstration through a live webinar or see Beacon at trade events and get a firsthand look at the powerful features. The architecture allows for a comprehensive solution to be delivered in an intuitive manner, creating ease-of-use and streamlined training.

Towers need to consider the time investment loading the initial data into the software system. You don’t want to waste time loading data into a software that isn’t going to work for you. You also shouldn’t pay for training or new updates.

Beacon keeps it simple with a monthly cost that always has the tower on the newest version with lifetime training and support.

THE NEW “DISPATCH ANYWHERE” - SIMPLE - AFFORDABLE - RELIABLE Since 2017, towers have been converting to the new version of “Dispatch Anywhere” - truly the most advanced towing software available today while maintaining the simplicity and ease-of-use Beacon has become known for. Plus, it has features that towers have come to expect: - New intuitive screens and interface make it easy to run your business.

- Driver and dispatcher phone apps.

- Tracking and reports give you the tools to make better decisions no matter what size your company is.

- Full-Featured desktop and laptop version.

Beacon’s YouTube Channel has instructional videos for its Dispatch Anywhere Total Towing Software Solution.

- Any-size company capability (5-500 calls per day).

- GPS Integration--the most of any software! Track daily routs and take advantage of powerful reporting.

- One-Click Motor Club Billing. Have peace of mind knowing billing is done in a timely manner with less labor.

- Track Resources. Know where all your drivers and vehicles are in relation to their jobs on a map.

- Smart Assign. Lightning fast recommendations to minimize time finding the best driver for the call.

- Status updates and timestamps seamlessly update dispatch as jobs progress from start to finish.

- Vehicle damage report records the existing condition of your customer’s vehicle prior to the tow.

- Paperless Tickets to improve tower efficiency and get customer conformation on work performed.

- Magic Vin Decoder to quickly capture vital job information and ensure accurate call details.

- Automatic email invoices will help towers save time by eliminating manual entry and help increase cash flow!

AUTO-GENERATED EMAIL OR FAX INVOICES (AND STATEMENTS) NOW AVAILABLE The concept is quite simple---once a towing call is posted/finished, an invoice is automatically emailed or faxed to the customer. This can also be set daily, weekly or monthly. It’s account-specific so towers can determine which accounts get the automatic invoice.

The “Automatic Invoice” feature eliminates a manual step. It helps towers get a better handle on their accounts receivables, preventing the possibility of invoices not being mailed. Money is then received in a timely manner. N www.dispatchanywhere.com support@beaconsoftco.com 440-237-6653

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SOFTWARE FOR TOWERS

The 5 Most Common Mistakes to Avoid In Selecting A Tow Management Solution Many towing companies do not have a lot of experience in evaluating alternative tow management solutions (TMS) for their business. There is no shortage of software options from which to choose, which further complicates the task. Also, successfully making the “right” choice for your business is generally not as easy as buying equipment where you can “kick the tires” and quickly compare alternatives.

Those that do have experience in making TMS decisions have often learned the hard way and are now seeking to upgrade. Jordan Peterson noted, “...success may be a mystery, but failure is generally not ....” So, what might be learned from those that have the experience? The following themes reflect what we hear in talking with customers who are considering an upgrade to Ranger: #1 - “We were hoping for a good result but should have clarified expectations upfront and in writing.” As with most other purchased services that will be used for an extended period, it is prudent to get a contract or services agreement.

The most important elements are: • For “cloud” offerings, confirming you have access to your information if you ever decide to use a different tow management solution. It is NOT just about data. To be useful, you will need ongoing access to the provider’s software and reports so that you can you can retrieve needed business information at a nominal cost. Get it in writing.

• Documenting the functionality to be delivered - get the list. Unfortunately, 50

time.” Getting “all that we offer” sounds great but lacks needed specificity.

• Clarifying pricing and support to avoid surprises. For example, does pricing include the cost of GPS services - hardware, airtime, and reporting? Are there upfront costs - and if so, what support is included- and if not, is it DIY? • Identifying the reliability of the system. Ask two questions: 1.) How often has the provider’s system been down for more than 15 minutes in the last 12 months? 2.) Is there a separate data center for disaster recovery, and how long would it take to failover? some providers promote “vapor ware” – functionality that is not ready for “prime

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#2 - “We cruised past the assessment of pricing capabilities and missed finding

SOFTWARE FOR TOWERS

the treasure below the surface.” Pricing in towing and recovery is much more complicated than in most other industries for drivers and dispatchers and owners.

• Drivers: Ideally, drivers are pre-authorizing credit cards before they deliver service. Additionally, they are entering pre-priced “extras” that are delivered onscene.

These, along with mileage-related charges, should get incorporated into the pricing calculation by the device (not the driver or Dispatch). In addition, the appropriate role of drivers often varies by call e.g., in some cases drivers should confirm any pricing changes they make with Dispatch before taking payment.

• Dispatchers: Rates are often negotiated by account, and in some cases, consistency is essential. Flipping through the rate book is not optimal. Even in the case of motor club calls, there is frequently a need to include “over-mileage.” Too, in other cases, dispatchers may prefer the

flexibility to develop a quote in advance or determine the pricing for a Cash Call based on available towing capacity.

• Owners: Frequently rate structures are designed to be manageable for Accounting. With the computer doing the heavy lifting, the opportunities to increase revenue expand, for example: day/night/weekend rates and added extras for services delivered such as safety flares, cleanup, fender pulls, batteries, installed parts used in a repair, etc. #3 - “We placed too much emphasis on placating the ‘resisters,’ rather than building the skills needed to thrive in an increasingly competitive marketplace.”

There are always practical implementation concerns such as dispatchers that are not computer

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SOFTWARE FOR TOWERS • Get advance indication before “Dropped,” when a driver is soon to be available for another call?

• Confirm (100%) that drivers have received a call assignment without calling or sending a text message?

• Collect on-site customer signatures: “Consent to Tow,” “Acceptance of Financial Accountability?”

• Integrate pictures of the vehicle in the lot with those taken when it was towed?

• Prevent drivers from running up airtime costs e.g., by downloading videos and/or surfing the web? savvy or drivers wed to their cell phones.

However, towing is not flipping burgers.

Questions to think through: • Are the expressed concerns lack of ability or fear of change? Our experience suggests that it is the latter. Old dogs CAN learn new tricks. Don’t settle - build skills. Consider incentives for professional growth.

• Does the TMS provider have a robust plan for training? For example, Ranger will provide personalized OTJ training upon request as employees become more proficient. Recognizing how adults learn, Ranger also has a portfolio of over 40 training videos for self-paced instruction and a demo app for drivers. #4 - “We got comfortable that the basics were OK but have since discovered that handling the ‘tough stuff’ is what is most critical. We don’t want to work for the technology - the technology has to work for us.” Every tow management solution on the market provides a capability for dispatch, which is obviously

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important. But, productivity hinges on deeper functionality enabling teamwork among dispatchers, drivers, and accountants. Note some differentiators by asking how easy it is to: • Handle recoveries - multiple trucks/jobs on one invoice, with a large number of extras (for which pricing may vary for private accounts vs. the police)?

• Choose from multiple options and match the operation of the QuickBooks link to your accounting processes?

• Manage port-to-port assignments where the truck may not be departing from and/or returning to the port (base)?

• Assign drivers/trucks to a job from the map based on a view of “All Open Jobs” and “All Trucks That are Soon to be Available?”

• Create and dispatch swaps (good unit, bad unit), and re-tows from the lot?

• Pinpoint the location of stranded motorists and automatically send those coordinates to the driver’s mobile device for navigation to the exact (“last mile”) location?

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#5 - “We put together ‘piece parts’ that were workable for the short-term but wish we would have built on a stronger foundation with options for the future.”

One key consideration is integration every bolt-on adds complexity and creates “frictional losses” and errors e.g., information disconnects and/or manual reentry of data:

• Does the TMS have fully integrated GPS tracking and mapping capabilities (built on Google maps) - NOT a separate bolt-on from a provider with a different name?

• Does the TMS offer integrated credit card processing capability both on the driver’s device and for dispatch/accounting?

SOFTWARE FOR TOWERS

The second key consideration is looking ahead - business strategy is about creating options for future growth, and the TMS plays an important role. With capabilities for transport/hauling operations management, and private property enforcement, Ranger is a solution you can grow into and never grow out of. N

TESTIMONIALS “After a review of alternatives, we selected Ranger as having the most robust solution for our needs. Ranger worked with us to hone an application for the scheduling and automatic dispatch of transport jobs — for us, moving heavy construction equipment (about 30% of our business). This piece by itself has streamlined the planning/dispatch process and added driver accountability into the process. The dashboard provides real-time information on which drivers have acknowledged their assignments and the on-time status of each job.

Ranger provided on-site training for myself and my staff multiple times, and they are always willing to help over the phone. More importantly, their ability and willingness to customize their system to cater to my company’s needs is exceptional. It was a great decision for us.”

assistance. We had some legacy QuickBooks issues. Ranger stepped up to help us, and in the process convinced us that the data in Ranger is correct. I recommend the Ranger tow management solution to others that are looking to make a change.”

-Kevin Wilson, Operations Manager, Rob’s Automotive & Collision Center, Towing & Hauling Division

- Quinn Piening, Owner, Central Towing, Fremont

“We have been a long-time user of the Ranger mobile solution for drivers. It is simply the most capable and the most reliable solution available. Initially we used the mobile solution with another dispatch/accounting software. However, about a year ago, we converted 100% to Ranger to take advantage of the full solution and the benefits of the tight integration with the mobile app. Ranger was onsite twice for training and implementation

“Ranger SST has been an integral part of our operations since 2015. What sets Ranger apart from other tow management software solutions is the company’s high-level of customer service, their responsiveness to feature requests, and willingness to innovate to accommodate customer needs and industry changes.”

- Morgan Bressler, Bressler’s, Inc.

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IT’S MORE THAN JUST TOWING Along with most other North American family businesses, the towing and vehicle storage industry is under pressure to modernize and reduce operating costs. If you are a small family-owned business with less than six employees including family members, it will involve many tough decisions. Our automotive future suggests driverless vehicles (especially cars) will enter mainstream production within two years and become commonplace within ten years. Think-tank experts, including major insurance companies and motor clubs, forecast these driverless vehicles will have fewer accidents, which in turn means less towing opportunities, and that could mean less revenue. If you are not thinking about developing alternative revenue streams to protect your company’s bottom line, then maybe you should!

Let us examine the basic concepts surrounding our industry and break them into work modules. After all, your busi54

ness “Is More Than Just Towing.”

Tow Module - It is unlikely that we will see any radical design changes in current towing and recovery vehicles.

Technology (primarily software technology) will continue to advance the operational efficiency of towing and recovery vehicles; however, it will still need an experienced operator to perform the recovery operation. Choosing what kind of towing and recovery vehicle you purchase, may allow you to develop alternate revenue streams to support your company’s bottom line. Fundamentally, a wheel-lift vehicle is limited to towing and vehicle recovery, whereas a rollback can perform other transportation tasks.

Technology is rapidly accelerating the cycle of “creative destruction,” as one new creative idea takes hold in our everchanging culture, the other old and less efficient ideas will fall by the wayside.

Look for new opportunities where you can add value by providing delivery and

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recovery services at a lower cost than the new creative idea company can itself.

Support Module - No other part of your business will undergo such radical changes as your support module, this includes your business office. Hence, it is critically important that your management software provide integrated interfaces including dispatch, towing, vehicle storage, automated lien/notification letters, and ultimately disposal of unclaimed vehicles via a public sale/auction module. All these features and more must add value to your bottom-line and keep you compliant with the local or state regulator. In states such as Texas (which is highly regulated), failure to comply often means a fine north of $10,000. VTS Systems (Vehicle Towing & Storage) offers both PC/server and web/cloud-based management software; and regardless of your state, both will continue to evolve to meet our industries ever-changing needs while maintaining state compliance.

SOFTWARE FOR TOWERS

For many small companies, the question may be “Do we need a physical office?” Moreover, the challenge of reducing the number of people needed to operate an efficient support module will confront many small family businesses.

Who goes and who stays is no easy answer! A better question might be, “How do we develop new opportunities and find additional revenue streams to not only provide for existing family members, but also to grow the company and add employees?”

Operating any business efficiently requires Standard Operating Procedures (SOP). Without structure, any organization, business or society rapidly declines into chaos and eventual failure. The primary function of a leader is to define policy, set the standard by which all parties operate, and be prepared to enforce them for the benefit of the organization. One of the benefits of management software is that it forces SOP on companies, which may be lacking. Sadly, not all management software is created equal so do your research and ask questions. VTS CLOUD, our web-based platform, offers all the standard features that were developed over the last two decades in our PC plat-

form, but also adds many new timesaving interfaces and features, which reduce costs and provide greater operational flexibility. VTS Systems encourages a modular approach to software licensing, “Do not license what you do not need.”

Beyond the basics, the size of your business and the market you serve will determine your software needs. Licensing only what your company needs to operate efficiently will significantly reduce your operating costs.

Access to Company Data – Although access security is strictly enforced, any authorized employee with an internet connection, wireless or landline can access VTS CLOUD, and the company’s management data from any device, any time, and from anywhere. Operational simplicity is paramount, and software should flow from the moment the phone rings and an employee begins to enter dispatch or tow data. Moving efficiently from the left side of the screen, VTS CLOUD presents information that is only relevant to that specific customer and/or the type of call serviced. Visual screen clutter often presents the greatest challenge to operational efficiency; too much information presented at one time creates operator confusion and inefficiency.

VTS Systems software designers use active filters and relationship tables that present only the information required at that moment in time, for the operator to manage the task. Reducing screen clutter increases operator focus, reduces the time needed to recognize important line items, enter data, and speed the dispatch, towing, vehicle storage, and the release of a vehicle to its registered and/or authorized claimant.

Regulatory Module – Every two years your state government meets to pass into law new or amended legislation. In many instances, legislative changes suggest advances in public protection or safety but are often about money. Financially vested entities lobby state regulators to

change towing and impoundment rules in their favor. The bottom line here is money--more money for them and less for you! To fight these financially vested parties, get involved with your state towing association, form alliances, and learn to speak with a single voice and purpose.

If you have concerns about the future of your business, and would like to discuss your options, VTS Systems, Sr. Partner offers confidential, one-hour, no obligation, no charge, discussion service under strict, non-disclosure agreement (NDA) terms. [281.373.3072, Ext 3] About VTS Systems - VTS Systems is a family-owned business based in Texas, which focuses solely on the needs of the towing industry. Our chief technology officer began offering towing software in 1996 to Houston towers. For more than 20 years, we have offered our North American clients exceptional service and value, growing from humble beginnings to serve all the United States and Canada.

Our management team hails from the UK, Canada, and the United States, but we are all proud to be Texans serving a great industry. N www.vts-systems.com

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Built with Accountability in Mind From its very beginnings in the summer of 1999, all the development discussions for TOPS (Towing OPerations System) centered on accountability of monies within the system. TOPS has checks and balances all along the lifecycle of an invoice to assure all dollars are accounted for such as tying the dispatch record to the driver’s ticket, reconciling the drivers’ tickets and cash, balancing the release clerks’ cash drawer, and moving monies collected at time of tow or through the AR process. TOPS also helps to ensure all necessary data is captured before the tow request is locked down and invoiced, which helps the invoice get paid quicker.

There are several features within TOPS which help business owners achieve this heightened sense of accountability. Let’s explore a few:

automatically added to tow requests based on your rules. Some examples of when services can be automatically added include: • When a new tow request is taken – regardless of the customer.

• When a new tow request is taken for a “Customer Type of Police” and the “Reason is Accident.”

• When a new tow request has a “Tow Type of Heavy Duty” and the “Reason is “Broken Axle.”

• When a new tow request is taken between 8 pm and 6 am for “Customer ACME Brick.”

• When the customer is Mayberry Police Dept. and the “Call Status is In

Security- The TOPS system requires all users to have a unique user id, and each user id is associated with an access role. The access roles define the users’ capability or access level to the system. A very simple example of this is that call takers and dispatchers in a large operation probably do not need access to the accounting side of the business. Another example is that a release clerk might have access to take a payment at the window, but manager-level access is required to modify or remove a payment.

Pricing- Pricing within the TOPS system is extremely robust. Pricing can be added either automatically based on the circumstances of the tow request or done manually as needed. The pricing in TOPS is structured around the services you provide your customers and the prices you charge for those services. Services can be 56

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Inventory.”

This list goes on and on, and is totally customizable. These rules are based on how your company operates, the contracts you have with your customers, and the regulations that you are compelled to adhere to. This feature helps to ensure you are paid for all the services that you provide and that you are paid at the rates you’ve contracted.

Control Customer- The TOPS system retains a record of the initial customer who makes the tow request, along with the customer that is responsible for the final billing of the invoice. For example, a tow is requested by the Mayberry PD, but

SOFTWARE FOR TOWERS

the vehicle is towed to Ace Body Shop, and they are billed for the final invoice. By keeping track of both customers related to the tow request, you can run reports and do sales analysis on tow volumes by requesting customer as well as by billing customer.

Reconciliation and ConfirmationThe TOPS system requires your accounting department review, reconcile and set each tow request to be invoiced. These accounting steps in TOPS are referred to as “Reconciliation” and “Confirmation.”

The “Reconciliation” step tells the TOPS system that the call price is correct, and that if the driver receives a commission on the call that he has done, what is required of him to receive it. This includes turning in the proper paperwork and any monies he may have received for the call. “ Reconciliation” also ratchets-up the available security on the call, and once reconciled, you can restrict access to make many changes to the call including pricing additions and/or deletions.

“Confirmation” is the final step in the accounting process and tells TOPS that you have everything you need to get paid and that this call is ready to be invoiced.

TOPS also flags calls if a PO, RO or VIN is required and will not let you confirm the call for invoicing if you do not have the necessary info.

make quick work of what is a very important task in your organization.

Tow Ticket- If your organization uses tow tickets (manual invoices), the system will keep track of the status of the tickets that are open and unassigned and those assigned to your drivers. No more keeping logs or ledgers of ticket books that are handed out to drivers, and no more orphaned or lost tow-tickets that suddenly reappear when someone needs a copy of their receipt.

Retain All Records- Most important to you as an owner, calls cannot be deleted in TOPS. Once the initial call is created and saved, it can never be deleted. Calls can be canceled or worked through to completion, but they cannot be deleted under any circumstances.

New Feature- We recently released a digital integration with FleetNet through the TOPS Motor Club platform. In addi-

tion to FleetNet, TOPS customers are able to receive digital tow requests from ADS, Agero, Allstate, Geico, NSD, Quest, Road America, and USAC. About Our Company TXI Systems, Inc. dba towXchange markets and sells towing management products under the brand name of TOPS®. The TOPS® suite of products is deployed to private tow operators, municipalities, and law enforcement. TOPS® software tools support towing dispatch, freeway service patrol, impound lot management, private property towing and more with efficiency, transparency, and accountability in mind. BudgetGPS fleet tracking is also marketed to the towing industry and offers a full-service fleet tracking tool with includes a visual dispatching integration with TOPS®. Let TXI Systems customize a solution for you today! N www.budgetgps.com 866-800-8677 Opt 2

Checkout- The TOPS “Checkout” screen allows your accounting department to perform your reconciliation and confirmation in a batch process. TOPS “Checkout” offers the accounting department a simple and organized view of closeout documents outstanding by “Driver” or “Release Clerk.” This intuitive and interactive view allows the accounting department to manage any outstanding monies or documents owed by the driver or by the release clerks based on when the call was completed, when the money was supposed to be received, whether the vehicle was towed, released from inventory or sold at auction, and many others. This screen is a very powerful tool for your accounting department to Volume 7 • Issue 2 | www.towprofessional.com | Tow Professional

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At the helm of a fast-growing company, Anne Weil of Weil Wrecker says Auto Data Direct’s web-based suite of tools has improved the efficiency and compliance of her family-owned and -operated business. “The best thing about my ADD account is that I have what I need for my notification letters and state records all in one place,” she said. “I used to go through a ton of paper, and now I do it all electronically from my desk. From looking up state records to completing my letters and getting them in the mail, it’s just a matter of a few clicks of my mouse.”

With over 80 trucks now at her Birmingham, Alabama location, Mrs. Weil says the ADD system has made it easier to grow without pushing too much work on to employees. “It’s so efficient we’re able to do more in less time. That’s good for our bottom line!” ADD’s DirectPost Office (DPO) is a tow operator’s best friend. It combines letter creation with state record searches to complete forms and send certified letters through the United States Postal Service without an aggravating trip to the Post Office!

Once a vehicle is towed, and the record is accessed, DPO allows the data to be merged into the appropriate form, saving keystrokes and ensuring accuracy. Once the letter is electronically submitted to the mail stream, DPO allows for tracking the certified letter every step of the way providing details on when the letter(s) was received and by whom or if it was undeliverable. The DPO archive provided in an ADD account gives tow operators documented proof that notification requirements were followed if a question arises about whether the appropriate actions were taken to find the owner/lienholder prior to holding an auction.

“I’m the Chief Compliance Officer for our company,” said Mrs. Weil. “When 58

Alabama reduced the number of days required to send notification, we were concerned about being able to comply with the state code. The ADD system absolutely helps with compliance. It makes us a lot more confident in our ability to meet those timeframes. Also, because all our documentation is maintained in our account manifest, I know I can always provide proof that I met the

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requirements.”

Coined DMV123, ADD’s most sought after service allows its customers who qualify under the Drivers Privacy Protection Act (DPPA) to search through its secure system using a VIN and immediately retrieving the most current record available in real time. Currently ADD offers tow and wrecker operators access to 33 state databases with others under

SOFTWARE FOR TOWERS development. “We used to have to search the individual state sites for records and sometimes never received them,” she said. “Now I get the most up-to-date record from the state, and I know I’m going to get it in seconds, so I don’t worry about missing deadlines and being able to collect our charges.”

Mrs. Weil says that if she doesn’t know or have access to the state of title, using ADD’s National Title Pointer helps narrow down the search. ADD’s customers can identify the most recent state of title, search the real-time database if that state is available or send a good faith letter directly from their ADD account to the appropriate DMV. Now while her company doesn’t have to report a lot of vehicles to NMVTIS, Mrs. Weil says the ability to do it from her ADD account is a big benefit. Tow/wrecker operators need to report junk and salvage vehicles they purchase from a private party, take possession of in lieu of towing or storage costs or sell at auction. ADD provides the solution from the same webbased account. Any entity that deals in

more than five junk and salvage vehicles per year must provide specific vehicle information to the national database on at least a monthly basis. NMVTIS reporting applies to any vehicle a company parts out or crushes or any vehicle for which a salvage certificate, a certificate of destruction or similar document is obtained. If a business has the right to sell or re-title, rebuild, restore or crush the vehicle, and it is a junk or salvage vehicle under the federal definition, it must be reported to NMVTIS. ADD's NMVTIS upload tools are designed to help businesses fulfill the reporting requirement quickly and easily.

Two account types are available to suit any size business or upload volume. Full Service accounts include individual vehicle entry, batch vehicle entry using a spreadsheet and business-to-business processing which can be arranged with the customer's IT staff--all for a low perreport fee. Basic Service accounts include no-cost individual entry and emailed confirmation receipts.

Mrs. Weil says the system is so easy to

use but there are times she needs to call ADD for assistance. “We’ve had great experiences working with customer service both through emails and phone calls.

If we had a problem it has been solved promptly and completely. It’s really nice to call your hi-tech company and get hitouch service with a smile.”

Thousands of tow operators have found ADD an incredibly easy, accurate tool to save time, money, and the aggravation of standing in line at the post office. State specific notification letters and forms are available for Florida, Texas, Alabama, Georgia, and Indiana with additional state specific letters in development.

Accurate data, efficient paperwork, effective compliance are all available in one cost-effective, easy-to-use tool through Auto Data Direct. All this is provided with the friendliest, most knowledgeable customer service in the business. N www.add123.com 850-877-8804

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Dad taught us great things characterized by hard work and integrity. He introduced us to the ins and outs of the towing industry, and his leadership inspired us to enter the business. The towing process was relatively standardized in those times. Some things, however, are changing for the better, and that’s why we need to be receptive to the changes made so we can remain in the business in the future.

We all remember times when we called from landline phones, wrote letters by hand, and even used paper maps to navigate our driving routes (some of us still do); but with evolutions in technology, come changes in trends. Now, smartphones are standard, text and email are everyday forms of communication, and GPS navigation is the go-to method for directions. Even the best-practices of towing have changed in recent years.

DAD’S WAY WAS GOOD, BUT NOW IT’S TIME FOR YOU TO LEAD THE WAY OF TOWING.

Pricing for all heavy-duty tows done by someone who feels out the situation and just knows about what you can charge (it’s done in someone's head).

Handshake deals with all the locals (Unique for each customer and no legal protection on commitment).

VS

We don’t change purely to make life easier although that is typically a byproduct-we change to stay competitive. Not only that, but our customers expect us to adapt and improve. Even companies feeling comfortable with the accounts they have, and the methods they are using become much more efficient and profitable by merely adapting to the current trends of towing. Here are three trends to keep your business alive and growing: I. Pricing Using tools to track all time and activity on the job and having it auto price the tow based on standardized pricing.

Standard pricing tiers or zones that automatically keep track of how much to charge.

The method of pricing through mental guesswork can lead to error and potentially lost money. Using a digital tow platform, you can minimize the guesswork and automatically and accurately keep track of how much to charge per tow.

Quote: “For the first time in 20 years, I've been able to see the whole picture of my company in one place. The Omadi software has helped me streamline most everything in my business. My costs have gone down substantially, and efficiency has increased. I had been waiting a long time for someone to introduce technology into the towing business, and they finally did it! It also works amazing for acquiring new properties as well as keeping the current ones. Great product, great people.”

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-- Michael DeLoach, CEO, Bexar Towing

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Having to juggle multiple jobs at once without letting any of the details slip (a process destined to have failures).

Owner must respond to midnight police calls to make sure the recovery is made right.

VS

II. Paper Having simplified and focused roles utilizing technology to automate key processes to not let any of the details slip all while increasing accuracy.

Trained nighttime manager takes care of the situation and lets you know how it was when you wake up in the morning.

Handwritten paper invoices for every job has been an ongoing duty for record keeping and making money since the towing business began. However, let’s face it, we live in a digital world. If you’re only using paper, you’re costing yourself time and money.

Tow tickets can be hard to read, easy to lose, difficult to search, and impossible to keep everyone updated in real-time.

With the digital tow platform, Tow operators no longer need to worry about losing or deciphering illegible tow tickets. Information only needs to be entered once on a single platform that can be easily accessed by dispatch, management, and the tow operators. In the case where you might need a paper tow ticket for legal reasons, digital tow tickets can be downloaded and printed as a .pdf file as well. Also, digital tow tickets provide instant camera access to attach photos from your device that can be seen by dispatch.

Quote: “NO MORE TOW TICKETS… this is the greatest feeling ever, to be able to climb in any truck at any time, and you are 100% prepared. Not only do you have your tow ticket and camera with you at all times, you also have the entire filing cabinet with any piece of info you may need at your fingertips.”

--Brad Fleming, Owner, Parking Control III. Process

VS

Handwritten invoices for every job.

Labeled baskets for tracking impounds with paperclipped packets for auction.

Digitally tracked jobs that automatically create an invoice that is emailed to the customer.

Digital “baskets” with automatic reminders and notification to help you take a car through the lien process and digital packets ready for auction.

Most digital tow platforms use real-time traffic for accurate ETAs of when a truck will arrive on scene, which minimizes the errors that come with a typically late, bestguess ETA. Quote: “We have a lot of people who come and claim damage on their vehicle that we didn’t actually do thinking they can get one over on us, so the drivers have to take those pictures. I automatically tell the drivers, “As soon as you pull up on a car, take a picture and put it in the system so I know that’s what you are doing.’”

-- Jennifer, Dispatcher, Kwik Tow With new feature updates frequently coming to the digital tow process, the opportunities in the towing industry are greater now than ever before. The time is now to develop your own way of towing. Doing so allows for a smoother process, minimized errors and costs, and everything you need at your fingertips. So, what’s it going to be— stick with Dad’s way or pave your own way to a more efficient future? N

omadi.com

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More Control, Superior Service: Roadrunners USA Partners with Swoop Towing Software to Drive Performance How Roadrunners USA Miami Uses Swoop to Deliver Superior Customer Service

By Tim Chung, Swoop, VP of Operations Roadrunners USA, a provider of lightduty road services, has partnered with Swoop to improve their service operations. Roadrunners USA, established in 2005, is a top-rated road service organization and 5-time recipient of the ACE Award (recognizing the top 1% of the industry’s service providers).

Roadrunners USA serves the greater Miami, FL metro area with over 10 roadservice trucks. Like any towing or roadservice company, Roadrunners USA was looking to streamline and improve their operations so that they could focus on what they do best – providing amazing roadside assistance to their customers.

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“Our main priority is to take care of our customers, but it’s not easy to do that without the proper tools. Swoop not only gives me the tools to deliver better service, but it makes my job easier. It puts me back in control of my operation. I needed a simple way to track my drivers and manage them more efficiently, and now I can provide more accurate ETAs because I can literally see the exact street corner at which one of my trucks is located.” said Hernel Lopez, owner of Roadrunners USA. Swoop makes it simple and easy to get started with no hidden fees or implementation costs. Hernel was thrilled with how easy the onboarding process was for

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his team: “My drivers love the app; they're confident with it. It was an easy transition for them, and a couple of them didn’t need any direct training on it -- they just downloaded and were off to the races.”

Swoop also uses automated texting features to bring unprecedented visibility into customer satisfaction by enabling customers to review their experience.

Hernel Lopez describes how he loves “seeing the reviews come back in real time. It’s really cool being able to see my drivers knocking it out of the park job after job.”

Towing and road service companies of every size choose Swoop as their pre-

SOFTWARE FOR TOWERS

ferred software solution. The reasons are clear: Swoop is a powerful yet incredibly easy-to-use towing management platform that enables service providers to run their jobs as efficiently as possible while providing excellent service to their customers on the side of the road. Swoop offers dispatching tools, motor club integrations, customizable rates, mobile apps,

truck tracking, photos, damage waivers & signatures, invoicing, and much more.

“Swoop’s mission is to enable towers to deliver the best service possible to customers in need to roadside assistance” said Sameer Bhalla, CEO of Swoop. “Our software platform was built to dramatically increase operational efficiency with end-to-end towing solutions on any

device and to inspire customer loyalty with real-time tracking and alerts. We’re excited about progressing roadside assistance with technology to make life better for towers and customers in need.”

Take control of your business and start a free trial today. N www.joinswoop.com

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someone else-- it’s that simple.

Adopting methods that will minimize or prevent the possibility of missing digital offers and thus improving your performance rating with your accounts must be a top priority. That means you need tools and processes that remove the chance for mistakes and eliminate situations where you’re unable to accept all your calls.

INTRODUCING “AUTO-CALL”

BY TOWBOOK

Towbook’s New “Auto Call” Feature Maximizes Dispatch-Call Management TAKING DIGITAL DISPATCHING TO THE NEXT LEVEL Digital dispatching has had a tremendous impact on our industry. The ability to accept job offers without having to answer a phone call has changed how companies operate in just a few short years. Nearly all major motor clubs and many other businesses offer some form of digital dispatching today, and more companies are adding the feature each year.

Today, digital dispatches can be accepted on your computer or iPhone and Android smart phones. Having the mobility and flexibility to accept digital offers while you’re on the road, out to dinner or even on vacation is a tremendous benefit. Plus, clearing phone lines so your team can do other things is a huge value.

However, there are still some challenges with digital dispatching. During busy times or when your team is work64

ing on another task, they might miss digital dispatch offers, and that can be expensive if you lose out on jobs or your performance rating dips. Lost jobs and lower performance ratings translate into lost revenue.

PREVENTING MISSED OPPORTUNITIES As the industry becomes more reliant on digital dispatching, it’s become incredibly important that towing companies perform with a very high digital response rate.

Your accounts expect your company to accept or respond to a very high percentage of digital offers. The companies who have great response rates are the companies who will receive more calls and grow their business especially those who accept the digital offers with good ETA’s. Missing digital offers and requesting phone calls and having poor response rates for digital dispatching means the jobs are going to

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Towbook has introduced an incredible new feature called “Auto-Call” that greatly reduces the chance you or your team might miss a digital dispatch. If you can’t get to your computer or if you missed the dispatch alert on your phone, Towbook’s “Auto-Call” feature will route the digital offer to your dispatch phone line automatically, and you can simply accept the call over the telephone.

During times when you and your team are away from the computer, your Towbook system will call you for each job offer so you can simply press “1” on the phone to accept the call and then enter your ETA. Your Towbook system automatically responds to the dispatch offer just like it does when you’re on a computer.

This new feature is also great for drivers who might have missed a call that you dispatched to them. If you dispatch a call to a driver and they don’t accept the call right away, your Towbook system can be set up to automatically call the driver, and they can accept the call by simply pressing “1.”

MAKING A DIFFERENCE WITH “AUTO-CALL” Here’s what one of Towbook’s largest customers had to say about this incredible new feature: “We run a very tight ship, and my team works hard to make sure we never miss a digital offer. In my business, we push for perfection every single day. The ‘Auto-Call’ option helps my companies maintain our outstand-

SOFTWARE FOR TOWERS ing performance with our customers by nearly eliminating any chance that we might miss a call.”

Sanjay Anand, Owner Central Towing, Harbor Towing, All Ways Towing About Towbook Towbook is the unquestioned leader in cloud-based towing software, providing tools made possible by the latest technology and helping companies to raise their level of service while lowering operating costs.

Built for the cloud, Towbook makes it so you and your team can work from just about anywhere. With key features like digital dispatching, mobile apps for iPhone and Android, QuickBooks integration and GPS tracking, Towbook supports companies of all shapes and sizes. Plus, Towbook can be set up very quickly, often in just a few hours.

Free Trial, Free Setup, Free SupportWith Towbook, you get a 30-Day free trial

plus free setup and support, and there are no contracts. Also, you don’t need a license for each employee; you get unlimited user accounts with your subscription.

Towbook Management Software is headquartered in Michigan and has provided cloud-based towing software for 10 years. With the industry’s most advanced and flexible software, Towbook supports all types of towing and recovery opera-

tions. At Towbook, we take great pride in having the industry’s best customer support. Support is free and available 24/7/365 – even on holidays.

Thousands of companies count on Towbook every day to help them run their business. N www.towbook.com sales@towbook.com 810-320-5063

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Dealers place

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COMPANY

PG

COMPANY

PG

COMPANY

PG

Atlanta Wrecker . . . . . . . . . . . . . . . . . . . . . . . .70

FlowStop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72 .

RV Wheel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Austin Hinds . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Ginn Commercial . . . . . . . . . . . . . . . . . . . . . . .66 .

Smyrna Truck . . . . . . . . . . . . . . . . . . . . . . . . . . .66 .

Austin Insurance . . . . . . . . . . . . . . . . . . . . . . . .31

Hal Kresser . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Southern Tow Expo & Beach Bash . . . . . .40, 41

Auto Data Direct . . . . . . . . . . . . . . . . . . . . . . .59

Hide-a-Lift . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Steck . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

AW Direct . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Holly's Towing Dispatch . . . . . . . . . . . . . . . . . .65

Swoop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Beacon Software . . . . . . . . . . . . . . . . . . . . . . . . .5

INA Towing Network . . . . . . . . . . . . . . . . . . . .16

TomTom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 .

Budget GPS . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Jerr-Dan . . . . . . . . . . . . . . . . . . . . . . .Back Cover

TOPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Collins Dollies . . . . . . . . . . . . . . . . . . . . . . . . . .51

Lift and Tow . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Tow Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Command Light . . . . . . . . . . . . . . . . . . . . . . . . .43

Lodar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Towbook . . . . . . . . . . . . . . . . . . . . . . . . . . . .3, 13

Currin Graphics . . . . . . . . . . . . . . . . . . . . . . . .71

Manufacturer Express . . . . . . .Inside Back Cover

TowMate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Custer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Marking Pen Depot . . . . . . . . . . . . . . . . . . . . . .71

TRAO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Custom Built . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Mike Keith Insurance . . . . . . . . . . . . . . . . . . . .65

United Plastic Fabricating . . .Inside Front Cover

DieselSite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

MITI Manufacturing . . . . . . . . . . . . . . . . . . . . . .71

USAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Driveline Buddy . . . . . . . . . . . . . . . . . . . . . . . . .57

Omadi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

VTS Systems . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Dynamic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Ranger SST . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Waters Truck . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Eartech . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Recovery Billing . . . . . . . . . . . . . . . . . . . . . . . . .53

Weiss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

ECM Performance . . . . . . . . . . . . . . . . . . . . . . .34

Robert Young . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Will-Burt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Fitzgerald . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

RP Consulting . . . . . . . . . . . . . . . . . . . . . . . . . .15

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