Here are some of her insights into the impact of the current crisis on the transport industry:
PARS has had a mobile driver app for the past few years, and its customers can still count on this technology for contact-free pickup and delivery in this new era of distancing.
While there have been widespread closures of motor vehicle agencies, most states have extended the expiration dates for vehicle registration, temporary tags, driver’s license. About half the states are open and accepting applications online or by mail. Others are processing renewals. Some physical locations are open, but usually by appointment only and limited services. Her recommendation was that any company with expired or new vehicles needing registration get the paperwork ready now because of the influx of requests as agencies reopen.
Along the same line of thinking, Lori mentioned that we are seeing more maintenance facilities and body shops open up along with some dealerships addressing safety recalls. As a result, companies with idle vehicles should make maintenance appointments now to avoid the re-opening rush of requests.
Finally, Lori covered some additional points, but the topic that drew special interest was repurposing idle vehicles. She shared the story of a PARS customer whose scientists needed to get into the lab to work on COVID-19 studies, based on Account Manager Wendy Chichester.
Automotive Fleet and AFLA will conduct the free webinar, “Latest Market Intelligence on COVID-19 Impact on Fleet Operations and Supply Chain Partners” on Wednesday, May 6, 2020 at 11:00 AM PDT (Thu, May 7, 2020 2:00 PM EDT). Among the panelists is PARS president Lori Rasmussen, who will share market intelligence they have gleaned from a cross-section of fleets and how this data can help in managing a fleet during the COVID-19 pandemic.
Keep updated on COVID-19’s impact on fleet vehicle transport by viewing the PARSinc.com website ‘COVID-19 Update’ link.
PARS transport experts are seeing delays in obtaining some vehicle services and the unavailability of others. We expect that the growing number of state executive orders, or even the possibility of federal orders, will accelerate the rate of closings among state agencies, maintenance facilities, license and titling services, and storage locations that we rely upon to complete our customers’ vehicle relocation projects.
Of course, like all businesses concerned about employee safety and social responsibility, PARS will adhere to all COVID-19 associated governmental directives and CDC safety recommendations. However, our experienced team will review thoroughly and recommend any possible alternative strategies in order to obtain the best results for our customers.
As circumstances change, we will keep you up to date on the impact on service availability. Of course, you can continue to check on your projects through the PARS customer portal, or contact your PARS account person. If you have specific questions around license & titling please email DMV@parsinc.com Any other questions can be directed to email@example.com. Our phone number is being closely monitored so you can expect a timely call back if you leave a message.
Mike Antich, Associate Publisher/Editor at Automotive Fleet
Published on March 22, 2020
Fleets are on the front lines dealing with the Coronavirus
Disease 2019 (COVID-19), a new respiratory disease that is now a global
pandemic. OSHA’s General Duty Clause requires employers to provide a workplace
free from recognized hazards likely to cause death or serious physical harm,
under which COVID-19 would fall. For many employees, the company vehicle is
their workplace. As fleet manager, your mission is to lower potential
infections among those using fleet assets and to minimize the risk of spreading
the virus to others with whom drivers interact. The virus is primarily spread
via person-to-person contact; however, it is also possible to be infected by
touching a surface, such as a company vehicle, that has living COVID-19 virus
on it and then touching your mouth, nose, or eyes.
It is important to wipe down with a sanitizer and/or
disinfectant frequently touched vehicle surfaces, such as the steering wheel,
gear shifter, radio, armrest, power window buttons, and door handles. In
addition, drivers should sanitize equipment, such as handheld computers,
scanners, toolboxes, and cart handles used to haul equipment. However, beware
that alcohol- or ammonia-based cleaners may damage the interior dashboard and
seats. Ammonia-based cleaners may damage in-cab touch screen terminal displays.
On the Web site for the Centers for Disease Control (CDC) is a link with a list
of approved cleaners and disinfectants.
· Cleaners are
used to remove germs, dirt, and impurities from surfaces. Cleaning does not
kill germs, but by removing them, it lowers the risk of infection.
are used to kill germs on surfaces. It does not necessarily clean dirty
surfaces, but if used after cleaning, it further lowers the risk of infection.
Personal Hygiene: Drivers should sanitize their hands after
the completion of each delivery or service call. Encourage respiratory
etiquette by covering a cough or sneeze with a tissue or sleeve to avoid
expelling viral secretions on vehicle surfaces. Encourage drivers to sanitize
all commonly used surfaces multiple times a day. In a shop setting, some
companies timestamp when cleanings occur to reassure that there is a proactive
effort to keep things clean.
Transporting Crews: “Social distancing” is the key to
slowing the spread of the virus by breaking the chain of transmission. If there
are two passengers in a vehicle, some companies ask the passenger to sit in the
back seat to practice a degree of social distancing. Fleet policy guidance is
recommended when multiple people or work crews drive together to a job site.
Some companies are temporarily limiting the number passengers in single vehicle
Sanitizing Pool Vehicles: Instruct drivers to wipe down
every touched surface in a vehicles – first when entering the vehicle and
second, when they return it. The coronavirus can survive for 72 hours on a
surface before dying if the surface is not cleaned.
Tools and Equipment: Discourage workers from using other
workers’ phones, desk, office, or other work tools and equipment when possible.
If the driver is using a cart or dolly on their route, they should clean and
sanitize it. The same is true for tools used by service techs. Mandate cleaning
tools if different techs are using the same tools within a 72-hour period.
Also, clean and disinfect tool belts and other gear prior to reuse using a cleaner
or disinfectant following application instructions on the product label.
Disposal Gloves: If offered, be sure to make latex and
non-latex gloves available because some drivers may be allergic to latex.
Refueling: Instruct drivers to wipe down the fuel pump
handle and keypad prior to inputting their odometer and driver ID. If you don’t
have wipes, then consider using a paper towel to grab the fuel dispenser
handle. Ask drivers to wipe down fuel cards, especially if it is a shared card.
Consider assigning a fuel card to each driver to avoid sharing. If drivers wear
gloves when refueling, be sure to instruct them to dispose of them before
re-entering the cab.
Cabin Filters: Consider accelerating the frequency of
replacing cabin filters beyond OEM schedules and recommendations.
HIPAA Restrictions: The Health Insurance Portability and
Accountability Act of 1996 (known as HIPAA) makes it a criminal act to divulge
medical information without the employee’s permission. If you are informed that
an employee has tested positive, inform HR and clean the vehicle. Violating
HIPAA regulations could legally comprise yourself and your company.
Customer Interaction Guidelines: Some companies do not
require a customer to sign for services or invoices. Instead the driver signs
on their behalf to avoid the sharing of pens and devices. It is recommended to
avoid letting customers use a company phone and to discourage handshaking.
Also, establish procedures on how a driver interacts with another party if
involved in a street accident.
Personal Use: Consider whether to modify personal use
policies to gain tighter control as who is riding in the vehicle. When
companies allow spouses and children to use company vehicles, it loses control
over who is a passenger in a corporate vehicle.
Mobile Fleet Service Providers: Some fleets are minimizing
driver interaction at service centers by transitioning to mobile fleet service
providers to minimize the need to take a vehicle to a shop.
Resources: As fleet manager, you need to stay abreast of
guidance from governmental health agencies and consider how to incorporate
these recommendations into your fleet.
The CDC provides the latest information about COVID-19 at
OSHA offers information specific to workers and employees –
Commit to doing everything possible to protect drivers and the customers with whom they come in contact and their loved ones. Be positive, empathetic, and solutions driven to help fleet users during this uncertain time.
PARS recently brought their 12 field office managers into
its Gainesville, VA, headquarters for a four-day Service Excellence event that
combined training, an update on customer portal and mobile driver app
enhancements, and plenty of socializing and team-building time.
Department heads had the opportunity to review procedures
and to take suggestions for further workflow improvement. The meeting provided
a unique opportunity to gain and share insight into actions the PARS team can
take to improve its service, address customers concerns and expedite customer requests.
The visit was capped with an all-employee dinner that
allowed everyone – no matter where they work around the country — to get
acquainted. Awards were handed out and employees with 5 and 10 years of service
were recognized by management.
In a recent video interview with Fleet Management Weekly, PARS Vice President of Sales & Client Relations Teri Ross explained how PARS’ advanced systems permit customized data exchange to serve the needs of a fleet management company and its customers. According to Ross, this capability simplifies and speeds management of vehicle transport and associated services. She notes that the FMC account management team can stay within its own account management software to access the PARS customer’s portal to take action, check status of vehicles and any associated repairs, storage, titling, and so on. She notes that this integration is a huge win-win for both the FMC and its customers. Ms. Ross’ complete interview can be found here: https://bit.ly/2E5Wl0c
2018 Fleet Hall of Fame Inductees Revealed
October 1, 2018
PARS founder Jim Christiano was named to Fleet Hall of Fame last night during the 2018 Automotive Fleet & Leasing Association (AFLA) Conference at the JW Marriott Orlando, FL. He was selected through an online public survey online. The Fleet Hall of Fame is now comprised of 81 members.
In marking the event, Automotive Fleet summarized Jim’s career:
“Jim Christiano joined Buick in 1971, serving in service and sales roles for the Buick Motor Division at locations across the United States. In 1981, he transferred to Buick’s home office in Flint, Mich., and took on the role of director of fleet sales, his first official role in fleet. He led Buick’s Olympics project, placing 10,000 Buicks on the ground in Los Angeles.
After leaving Buick in 1986, he opened a dealership for a time, which he sold in 1991. He later managed sales for a drive-away business, and founded PARS in 1998. In its first year, PARS quoted 50 moves a day and received 10 orders. Since then, the company has grown dramatically, recently moving into new 10,000 square-foot headquarters in Gainesville, Va. He led PARS until 2006 (when his daughter, Lori Rasmussen, took over), but he remains active in the business.”
Congratulations to Jim, his wife, Marilyn, and his family for this well-deserved honor! (Photo courtesy of AFLA)
Jim is inducted into Fleet Hall of Fame by Automotive Fleet Editor Mike Antich
Consider the following situation: A fleet management company places an order to vehicle logistics provider PARS to pick up a car from a terminated employee of a fleet customer and to then deliver it to a new hire.
But, after the PARS driver uses the new PARS driver app to assess and document the car’s condition, the PARS customer service team immediately advises the fleet manager of the car’s condition and provides a copy of the signed pick-up condition report with extensive photos.
The fleet manager can see that the terminated employee did not take very good care of the vehicle, which showed numerous exterior blemishes.
“Now the fleet manager can decide, based on the pictures, ‘Do I want to get those blemishes fixed, or do they not look that bad where I could just thoroughly detail the car and deliver it to the new employee without any repairs?’” said Erik Rasmussen, director of strategic operations for PARS.
The above situation is fictitious, but Rasmussen likes to provide examples to show how the new app’s real-time features can benefit fleets. He notes that the app allows fleet managers and fleet management companies to see real-time order updates from the minute a vehicle is picked up or delivered. Never before have customers seen such thorough condition reports with photos standard and available real time, he said.
The New Tech
Previously, the process was paper-driven. PARS drivers would carry three-ply carbon copy bill of lading forms that included the vehicle pickup information, destination information, and a condition report that the PARS driver would fill out.
The problem was it wasn’t real-time, because the PARS driver had to call that information back to a PARS field office representative, and the representative might or might not immediately key it into the system.
“They may key order and vehicle in-formation at the end of the day,” Rasmussen said. “It was not real-time, not comprehensive, and we certainly didn’t capture pictures like we do with the PARS driver app today.”
The new PARS driver app has been about three years in the making. PARS’ previous IT system for vehicle delivery worked well, but in 2014 the company began looking to improve it in areas such as more integration with fleets and fleet management companies’ vehicle management systems. PARS considered whether to rebuild its existing system or start from scratch.
“Ultimately, we decided to start from scratch,” Rasmussen said. The company adopted a customer relationship management (CRM) product that PARS customized for its logistical needs. The system houses all of PARS’ customer and order data and marketing information. The company at the same time implemented a new customer portal and web site.
“And we knew from the beginning that mobile was going to be part of it,” he said.
Evolution of the App
In early 2016, after the new order management system was stable and functional, PARS’ focus immediately shifted to a mobile app. The result is an app with features such as real-time updates to orders available through the PARS customer portal regarding pickup and delivery; and detailed electronic condition reports that provide photos, damage documentation, confirmation of glovebox contents, and capturing of pickup and delivery signatures.
Rasmussen came up with another fictitious example to show how the new app’s real-time features can benefit fleets. The scenario would involve PARS picking up a vehicle from a terminated employee, with the vehicle showing body damage that the termi-nated employee failed to report. In some cases, fleet management companies and fleet managers are now using the information in the PARS app report to charge the terminated employee for the damages he or she failed to report.
“They have the pictures and the detailed condition reporting with the signature, too,” said Rasmussen. “The pickup party and the delivery party both sign these condition reports, so it’s a document they can use in the case of going back and charging separated employees for unreported damage.”
In the coming months, PARS will kick off an unusual anniversary celebration ad campaign. Rather than looking back at its growth, continuous investment in the best people and technology, or review its history of service excellence, PARS will focus on specific cases of “helping to drive business results” for its customers through innovative, responsive and customized transport solutions. The first ad details how a leading national provider of home healthcare services that serves nearly 400,000 patients found that PARS shared the same formula for success — built on responsiveness and customer-driven service. Future PARS ads will highlight the value of PARS’ partnerships with companies in other fields.
PARS just announced the hiring of Teri Ross as Vice President of Sales & Client Relations, reporting to PARS President Lori Rasmussen, President and Chief Operating Officer. Ross replaces Terry Langness, who announced his retirement effective January 31, 2018.
Ross, an accomplished fleet industry professional, has over 20 years of experience in business development, strategic planning, sales and marketing, contract negotiations and project management within the fleet industry.
According to Rasmussen, Ms. Ross will be responsible for developing strategic sales plans based on company goals as well as strengthening existing customer relationships.
“In her career, Teri has shown an extraordinary ability to build successful teams that consistently achieve company goals and deliver impeccable service in several different fleet service company settings.
“Her unique fleet-specific skill set includes fleet service operations, account management, project management, and consultative services,” noted Rasmussen. “Finally, she brings an established record of advocacy on behalf of her clients that aligns with PARS’ high-touch customer service commitment.”
Ross joins PARS after 10 years with a leading fleet management company, where she served as vice president of client services. Prior to that, she directed marketing and sales for a vehicle transport company. She is an active member of NAFA, AFLA and AALA.
Langness Looks Back
Ross replaces Terry Langness, a 40-plus-year fleet industry influential who began his career in various leadership positions with Gelco Corporation and GE Capital Fleet Services.
Rasmussen notes that Langness was a key contributor to PARS’ growth since he joined the transport logistics leader in 2002: “In the early years, simple point-to-point transport projects were the norm. However, as fleet demands became more complex, we invested in advanced technology and began to offer additional services, such as repairs, storage, license and titling, and more.
Terry led his team through this transition by introducing a more consultative sales effort and working directly with the end customers.”
Terry Langness has been involved with AFLA for many years, serving on its Board as Director-at-Large, Education Committee chair, the golf chair and member of the Sponsorship and Membership committees. He won the AFLA President’s Award in both 2010 and 2011. He has also been active in NAFA on both the national and chapter levels.
Looking back on his career, Terry Langness said, “It is hard to believe that I have been blessed to be in this industry for almost 43 years. I have truly enjoyed the friendships, associations and competition. This is an industry of professionals, and I will miss the networking opportunities at AFLA, NAFA and AALA. But, it is time to spend more time with my family and with my grandchildren, as they are growing up so fast.
“PARS is a great company and will continue to lead the industry in both service & technology. It has been fun to be a small part of the success that we have seen over the past 15 years. The company is great and the people are the greatest!” he added.