Welcome to Customer Success

Support Topics

New to LifeSaver – Getting up to Speed
How to onboard new customers
Customer Support tools – after on-boarding

Thank you for being a part of our culture targeting outstanding customer service!

Suggestions to improve this page can be sent to your primary LifeSaver contact.

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New To LifeSaver - Getting up to speed

This section contains general content to get up to speed in understanding and supporting LifeSaver partners and fleet customers.

1. LifeSaver 20 minute overview

This video will give you good overview of LifeSaver as presented to prospects.

These two pages you’ll find useful as well.

  1. Customer ‘how to’ videos.   Short videos for the customer.    You’ll see almost an identical view of the customer data and capabilities as the customer’s fleet administrator.
  2. Driver ‘how to’ videos.   These videos are made available to the driver within the app, and various correspondence such as the daily digest to help them understand how to use the mobile device hands free for critical functions like navigation and hands free calls.

2. Getting Your Support Login

Your LifeSaver point person will provide you with the special username and password needed to access the accounts you’ll be supporting through https://fleet.lifesaver-app.com.

 

 

 

 

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LifeSaver team members.  You will have access to customers supported directly by LifeSaver.   This includes Insurance carrier and direct sale accounts.

LifeSaver Resellers. You will have access to support all fleet accounts sold and maintained through your company.

How to onboard new customers

Below are the process steps to bring customers on-board.  The order may vary a little depending on how much the customer has setup during the trial phase..  but the basic idea here is to first have the customer provide the import spreadsheet and help them setup the fleet groups/admin/officers as needed.  Next, massage the spreadsheet and import the drivers and confirm the import looks good (you and with the customer). In addition you will want to confirm the settings within ‘Corporate Policy’ with the customer prior to having them start ‘inviting’ each of the drivers you imported.   As part of this last step you should monitor the first invited drivers and help them address any issues.

1. Adding new Fleet Groups

Typically when you on-board the customer will already have a trial account established.   You’ll typically be converting this same trial account to a live account.    As you do, you may get a ‘final’ list of fleet groups from the customer via the import spreadsheet.

1.   Make sure the first 10-12 chars of each fleet group name is a unique identifier.   Only the first 10-12 characters will show in the group dashboard.

2.  Create any new fleet groups as shown in the video.   If they haven’t defined safety officers yet just assign them all to the fleet administrator (main contact) to start.

 

2. Adding new Officers or Administrators

As part of on-ramping you may be asked to create and assign new officers or administrators.   This video shows how to create an officer.   As part of the create there’s a simple flag to flip to make them a fleet administrator.  Fleet Administrators have full access to policy, report setup, fleet groups, and drivers.   Officers are limited to only the fleet groups they are assigned.

3. First time setup of corporate policy

Prior to a customer deploying the app to drivers’ devices (via the ‘Invite’ button on drivers after you have imported them) it’s important to confirm the corporate policy settings including the iPhone/Android settings along with any other settings that impact the driver’s app.   While it’s possible to change these values afterwards and redeploy to the drivers it’s better to plan and setup once ahead if possible.

 

 

4. Importing Drivers  

This video shows how to import a company’s drivers from a spreadsheet they will provide.

  1. Get the latest xls template and provide it to customer to fill out.
  2. Validate the formatting of the spreadsheet to the template.
  3. Add or fix any fleet groups (see next section for video).
  4. Assign the correct fleet ‘id’ to the column specified.  This is very important.  The fleet ‘name’ is not used for the import so you will need fleet ‘id’, not the fleet ‘name’.    The fleet ‘id’ is shown on the import page for all fleet groups for the customer (Note: you may need to create the fleet groups for them first before importing)
  5. Follow instructions as shown in the video.   But do NOT click the ‘Invite Driver’, this should be left for the customer pending how and when they wish to notify drivers.

 

 

5. Have customer Invite and monitor

Once you validate the import worked correctly (all drivers are correctly assigned to fleet groups, emails and phone numbers look good) you can let the customer know they can start inviting drivers.

As part of this you should ‘monitor’ the progress under ‘Manage Fleet Drivers’ and confirm that drivers are coming on-line (green) and the health check for drivers is green too.   If there are problems related to this proceed to the Customer Support Tools topic to address these.

 

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Customer support tools (after on-boarding)

This section contains content to help you support your group of customers using the fleet portal and username / password shared with you.

In addition to these support videos provided for you to support customers,   be aware of these additional resources:

  1. Customer ‘how to’ videos.   Many of these also apply to you as part of the customer support role.    You’ll see almost an identical view of the customer data and capabilities as the customer’s fleet administrator.
  2. Driver ‘how to’ videos.   These videos are made available to the driver within the app, and various correspondence such as the daily digest to help them understand how to use the mobile device hands free for critical functions like navigation and hands free calls.
  3. The LifeSaver Knowledge base is an internal repository of common questions and answers about lifesaver to help you support customers.   This is a living knowledge base so if you identify new topics or solutions to new problems please inform the knowledge base owner (currently reiko@lifesaver-app.com)

 

 

1.  Confirming driver is connected to the portal

After importing or manually inviting drivers to the portal here’s how you can search and find out if the driver installed the app and/or accepted the invitation.   Note there’s a option at the top of Manage Corporate Policy page for a customer to setup automatic reminders for drivers who don’t respond.

2.  Checking driver’s app ‘HealthCheck’ values (cell data and gps connectivity and more)

Here’s how to see if cell data or gps are not being reported for the driver (happens about 3 times during the day.. the app reports to server).    If these values don’t look good have the driver go into ‘HealthCheck’ link in the app to review any ‘Red’ and ‘Yellow’ status problems.    Have user toggle off and on settings for GPS and Cell Data,  and restart LifeSaver.   If this doesn’t work a reboot of the device and restarting LS is sometimes needed.

3. Reviewing history of cell data and gps connectivity

It is useful to review history of cell data and gps connectivity for drivers that are not reporting drives on LifeSaver.

Note the new HealthCheck in app capability reports this information with contextual information for the driver’s current information.

4.  Checking if Drives are being reported

In cases where customers are reporting a problem on a driver’s phone,  such as no locking banner (iPhone) or no locking curtain (Android),  it’s a good start to see if there are drives reporting for the driver.   If not, and especially if ‘no drives’,  you’ll need to next check the cell data and gps (device settings) which are part of the driver HealthCheck as well.

5. Mapping a driver’s drive with violations

When supporting customers you may need to review actual drives and violations.   This video shows how to review drives for a day an determine an approximated route.

Note: The route is approximated using google and may not be the exact route taken.