Fleet Management-Call-Flow-Guide

RT 46 Department of Transport Fleet Management TenderMOVING FORWARD

Your readiness to the new RT46 contract is a

priority to us and this short guide will help you

understand how best to get in touch with us should

you require any assistance.

Please remember that as of the 1 of April 2014, the

new RT46 contract will be implemented with

changes to processes. As a user you must have an

understanding of the new requirements and

processes for you to benefit from the services

available to you.

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Background Purpose

As of 1 April 2014, the RT46 contract will feature process that you need to familiarize

yourself with. By now you would have received a number of artifacts and Standard

Bank’s Fleet Management material.

This material is highlighted in the blue pack and will serve as a reminder in the event

that you require assistance.

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Background Purpose

The contents of the envelope sent to you include following material

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Contents of the blue envelope/pack

Maintenance label Fleet User Guide and a Managed Maintenance brochure

Roadside Assistance Stickers

Let’s first accept that there are a number of scenarios that are likely to occur during the lifecycle of

RT46 contract and this short guide will help you navigate through those scenarios.

Please note there is only one number you need to know in the event you experience or need to report:

•A declined Card Transactions;

•A need for Service and Repair Authorisations;

•A need for Roadside Assistance; and

•A Lost or damaged Card.

0860 106 249 &

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What you need to know….

When calling the Call Centre for assistance you will hear this voice recording , “Welcome to Standard Bank Fleet Management. Please

listen carefully and select one of the following three options”:

•For declined Fleet Card transactions, press 1.

•For Government Fleet enquiries, press 2.

•For any other fleet management enquiries, please hold the line for a consultant.

As a government fleet customer or official you only need to select option 2.

Whilst option 1 and 3 seem to be obvious options to choose from, selecting them will refer you

to an incorrect destination. Option 1 and 3 are provisioned for pre-existing fleet customers.

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What you need to know as a Government Official/SAPS

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What you need to know as a Government Official/SAPS

Existing customers

This means

Customers that have been with Standard

Bank Fleet Management prior to 1 April 2014

and are not part of the RT46 contract.

They will dial the call center number and will

press either option 1 or 3

This is you as a government

Official/SAPS. You are part of the RT46 contract and you will therefore when

necessary dial into our call center,

0860 106 249

Then

Only Press 2

Not Option 1 or 3

Remember options 1 or 3 are applicable to existing Customers

only.

Options 2 has been specially ring-fenced for you as a Government

specific Customer/SAPS.

As a government fleet customer or official/SAPS you form part of the RT46 contract

therefore when dialing into the call center please only select option 2, then all sub options

to assist your specific needs will be available to you for selection.

“For Government Fleet enquiries, press 2” - Now that you have pressed option 2,

the following sub- options will be made available for you to further select the type of

support you require:•For declined fleet card transactions, press 1•For State Officials maintenance pre-authorisations, press 2•For merchant maintenance authorisations, press 3•For roadside assistance, press 4•For general card enquiries, press 5•For general merchant enquiries, press 6

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What happens when you press 2?

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So to simplify further

11

22

33

44

55

For declined fleet card

Maintenance pre-authorisations

Merchant maintenance authorisations

Roadside assistance

For general card enquiries

For merchant enquiries

First Dial

Then Press 2

Select an option for

your query

66

This is where a fleet card transaction was declined at the fuel station and the vehicle

driver must then phone and select this option to ask for the transaction to be

overridden.

Overriding any transaction will be done only if it was a valid transaction.

Once overridden, we will call the driver and ask him/her to instruct the merchant to

swipe the card again, upon which the transaction will be authorised if the exact

amount that was previously declined, is entered by the merchant.

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Options 1-6 explained

11 For declined fleet card

For maintenance transactions, State Officials (in most cases a Transport Officer) must

phone in for a pre-authorisation and select this option where they will be given a

reference number and the name and address of the merchant/dealer where the

vehicle must be taken to for the service or repair.

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Options 1-6 explained

22 Maintenance pre-authorisations

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Maintenance Pre-authorisation

What you need to know:

•The vehicle’s repair is controlled and authorised by Standard Bank

Fleet Management.

•Use this maintenance label as a form of identification when any

service, repair or maintenance work is under taken on the vehicle.

•Make sure that the label is affixed to the front cover of the Service

Hand Book of the Vehicle.

•Always obtain prior approval from your Fleet/Transport manager to

have the vehicle serviced or repaired.

•Inform dealership that the vehicle is on Standard Bank Fleet

Management’s Government Managed Maintenance and authorisation

is required from Standard Bank Fleet Management before any repair or

service is carried out.

•Do not present your fleet card for payment as the transaction

will be declined

Once a vehicle was taken to the merchant/dealer, that merchant/dealer must phone

and select this option to obtain an authorisation from us before the work on the

vehicle will be paid for by Standard Bank.

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Options 1-6 explained

33Merchant maintenance authorisations

If a vehicle breaks down or was in an accident and cannot be driven any further, the

vehicle driver can phone and select this option where we will provide a reference

number to the driver and then pass the call on to the Automobile Association (the

AA).

The AA will obtain further information from the driver, i.e. vehicle registration

number, nature of the problem with the vehicle, and the exact location of the vehicle.

The AA will then tow the vehicle to the nearest merchant or Government Garage.

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Options 1-6 explained

44 Roadside assistance

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Roadside Assistance

What you need to do:

Please ensure that you affix the sticker inside your

windscreen for ease of identification when assistance is

to be rendered.

Call the number on the sticker in the event you have:

•Breakdown of your vehicle;

•A flat or damaged tyre and you need assistance;

•Run out of fuel;

•Flat or run-down battery and need jump starting of

your vehicle; and

•Keys locked in a vehicle.

This option is for any other queries by Government officials on cards. This may be

queries about their vehicle fleet in general (e.g. to report lost/stolen cards, to ask for

vehicles to be moved from one cost center to another, account queries, etc.).

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Options 1-6 explained

55For general card enquiries

This option is for merchants with any queries other than authorisations. Merchants

may for instance have payment queries, or it may be a new merchant that wants to

come onto our Merchant database.

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Options 1-6 explained

66For general merchant enquiries

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For any queries please call the number below

00 2288 66 00 11 00 66 44 99

Select an option for your query.

Then

Then