RP 1612 - Service Event Data Transparency: Introduction

A great deal of time and efficiency is lost because of poor communication between service providers and their customers when it comes to vehicle/equipment repair status. Eliminating this communication deficiency would significantly increase customer satisfaction and asset availability.

TMC RP 535 helps service providers and their customers establish standard operating procedures for their business relationship. One of the tenets of RP 535 is establishing a method of communication by customer preference. Should an electronic means of communication be desired, TMC RP 1612 offers a standardized approach to doing so.

RP 1612 offers standardized data elements to describe and communicate each step in the repair event process. It leverages several VMRS Code Keys which are already widely accepted within the trucking industry, such as Code Keys 17, 24 52 and 76.

There are certain communication intervals that are important waypoints or markers at which time information needs to be exchanged between the service provider and customer. These include:

1. Pre-Service Event
   • Setting appointments
2. During Service Event
   • Interval based on customer need. Customer need is determined upfront when the repair order is initiated (see RP 535).
3. After Service Event
   • Unit is ready for pickup
   • Sending pre-invoice for purchase order (PO) number
   • Sending final invoice
   • Sending customer survey

Figure illustrates the data flow of a typical service event involving a service provider and a commercial vehicle/equipment customer.