What new services are available from Bridgestone and iFLEET?
Dave Kolasinsky, manager, truck tire marketing, Bridgestone: "For some time, we've offered a free emergency service provider locator via our website, www.trucktires.com. iFLEET helped us create that system, and maintains it for us.
"In addition, iFLEET provides toll-free call center services for our National Fleet and National Preferred customers.
"And coming soon, with our new Breakdown Manager program, you will be able to use the Internet to keep records on all your emergency road service incidents."

How will that work?
"Customers enrolled in Breakdown Manager will have their own private and secure site, where they can make a variety of service provider selections that reflect their own particular preferences."

Who are these providers?
"It's an 'audited' list, including authorized Bridgestone dealers, truckstops and other tire suppliers, along with a selection of well-respected mechanical service providers. "Using the Internet will be faster and more efficient than using phone books or paper directories, and of course, the information will always be up to date."

What if we run established routes and have relationships with service providers along the way? "Breakdown Manager will let you 'grade' the providers you use to create a list of 'preferred suppliers.' For mechanical services, you can add, delete and grade these providers as well."

How will we handle the actual dispatching? "Whether you use the Bridgestone Dealer locator (found at www.trucktires.com), or Breakdown Manager, you would then call the Bridgestone Hotline (which is administered for us by iFLEET) to dispatch the service. "And, if a call comes at a busy time, or in the middle of the night, or on a weekend, you can have the Hotline oversee the entire road service process for you. Or, you can get the process started yourself, then hand it off to the Hotline to finish the job. "And with Breakdown Manager, you will be able to make use of powerful new Internet-based software to 'manage' the call."

What will "Breakdown Manager" do? "Breakdown Manager, which you'll have access to via your special, secure site - administered by iFLEET - will track the entire service call, from start to finish. And it will also create accurate records of the process. "Again, you'll be able to 'rate' performance of service providers for future reference." [Editor's note: look for more details on Breakdown Manager in a future issue of Real Answers.]

"While the job is under way, you'll be able to predict when the vehicle should be back on the road, so you can adjust scheduling and future loads for that vehicle.
"There even is an 'alarm' that will let you know if the process is behind schedule, so you can take appropriate action."

What will all this cost?
"For National Fleet or National Preferred members, the cost for Breakdown Manager will be very nominal, depending on the level of services you use."

What's the primary focus of iFLEET?
Rusty Gordon, ceo, iFLEET: "In simple terms, we see our goal as using the Internet to 'provide EDI for the everyday guy.'"

EDI?
"Electronic Data Interchange. You may already use it, to manage transactions with customers and suppliers, but if not, iFLEET will offer many ways to use it in your business.
"In the example Dave just cited, the system will greatly reduce the amount of paper and data entry - and thereby, the potential for errors - while speeding up every aspect of the process."

How much faster will it be?
"Our experience shows that in a typical breakdown, the vehicle is out of service two hours and forty minutes - on average.
"Generally, we should be able to reduce that to an hour or less. And, with far less paper, and far fewer data entry errors. That means lower costs and more on-time deliveries - for greater satisfaction for your customers - and better management for you."

What else does iFLEET offer?
"We want to help you manage your business by multiplying the effectiveness of your existing staff. Managing emergency road service is just one way.
"Imagine tracking all repairs and maintenance, using powerful software you access via the Internet. Even having reminders pop up on your screen when a PM is due on a vehicle. And if it's something that can be done on the road, getting a list of providers and prices to do the work - near the vehicle's present location. "Or, imagine using the Internet to find the best sources of parts, services, used equipment and supplies."

How is iFLEET.net different from other trucking-related sites?

Do you expect to go beyond emergency road service?
Rusty Gordon: "One of the most exciting aspects of what we can offer is the ability to improve operational efficiencies in many different ways."

How would that work?
"Imagine you have access to an incredibly powerful computer, very fast, with the very latest software, and almost unlimited storage - but without the headaches of having to install, maintain and upgrade equipment and software.

"And besides the things we've already described, imagine you can handle many other tasks, like human resources work, online. Or, process your payroll, then have checks delivered.
"And you can store your maintenance and inven- tory databases online, knowing you'll never run out of space, and that you'll always be using the latest, state-of-the-art software.
"Best of all, it won't matter how big or small your fleet is. You'll have access to the same kinds of tools that, in many cases, only the very largest fleets have today. That's another reason we say iFLEET 'brings EDI to the ordinary guy."

Katherine Canipelli, general manager, portal marketing,
iFLEET: "iFLEET is structured to be an Internet 'hub,' rather than the more common 'portal.'"

What's the difference?
"For one thing, a hub has a great deal of information at its location, and tends to be specialized. Portals are more general, and often are little more than starting points - from which you leave to find information.
"With iFLEET, you'll find trucking-related information right on the site, with links that focus on the trucking industry.
"And, it might seem a subtle difference, but when you're using a hub, information is brought to you. With portals, you tend to go to the information.
"As you use iFLEET.net more and more, you'll be able to customize the way it interacts with you, directing it to bring you the kinds of information you need - automatically."

How safe is our data if iFLEET has a crash?
"We operate three different service centers, in three widely separated locations. Everything in each center is fully backed up.
So, your data will almost certainly be safer with us than on a single hard disk in your own shop. And, you can download and make your own backups, anytime you choose."

What if iFLEET service is interrupted?
"If any of our centers should have a problem, Internet traffic is automatically routed to the others. In case of a simple power failure, we have emergency generators that kick in to restore operation.
"Even during the big ice storm in Atlanta a few years ago, our customers using that center experienced no disruption in service or loss of data."

Still, if everybody decides to sign up for iFLEET services, won't the system bog down? "Everything we've built is completely 'scalable.' That means we can add additional equipment quickly and easily. And it also means there's virtually no limit to the number of customers we can handle. As that number grows, so will we."

Will we need special equipment?
"You'll need Internet access, of course. And because our computers do the bulk of the computing work, you may even be able to use one of those new, inexpensive 'Internet appliances.' These devices provide Internet access, without the extra-cost options found on most personal computers."

Why isn't Bridgestone doing this through its own site?
Dave Kolasinsky: "Rather than re-invent the wheel, we felt it would be faster to team up with iFLEET, which already has considerable expertise in these areas.
"Like many companies today, we want to focus on our core competencies, what we do best. iFLEET has a long history of providing call center services to dispatch emergency road service, and in providing cargo security services.
"In addition, iFLEET.net is a major provider of Internet content, offering Bridgestone customers many additional benefits. The iFLEET.net site is rich in trucking-related information, offering lots of valuable information for fleets. And, iFLEET has also created Truck.net, a special new portal that provides information and services for drivers and owner operators.
"And that's just the beginning. With those resources and that kind of background, we believe iFLEET has a great deal to offer Bridgestone customers, and is an ideal organization for us to collaborate with."