Frequently Asked Questions

General

How do I login to REACH (web)? 

  1. Open your web browser (Chrome, Safari, Firefox, Internet Explorer, etc.)

  2. Enter the URL for your domain

  3. Enter (on your keyboard)

  4. Enter Username & password

  5. Click Login.

How do I change the password to my account on REACH?

  1. Click on the drop-down next to your name on far right.

  2. Select "Change Password".

  3. Enter Current and New Passwords as directed.

  4. Click Submit.

How do I View/Edit my profile in REACH?

  1. Click on the drop-down next to your name on far right.

  2. Select "My Profile".

  3. Click Edit and make desired changes.

  4. Click Save.

How do I edit the name of my company?

  1. Login.

  2. Click on the top banner where your company's name is displayed.

  3. Click on "Edit" to modify the desired changes.

  4. Click "Update" to save these changes.

How do I view service events in REACH?

  1. Default screen shows Service Events in list view.

  2. Click appropriate tab/s (All, Open, Submitted, In-Process, Rejected, Completed, Approved) to go to list of all events in that status.

How do I edit an event?

A Truck Dispatcher can edit all the fields whereas, a SC can only edit ETA and Services. Follow the steps below to edit an event:

  1. Login

  2. Go to the event-show screen.

  3. Scroll down and click "Edit".

    • Once in edit screen, a TD can edit any/all fields on an event.

    • A SC on the other hand can change:

      • ETA

      • Service

      • Request For Action

      • Both, Public and Confidential notes.

  4. Click Save.

How do I request for action from another tenant?

A Trucker Dispatcher and/or Service Provider can "Request for Action" from each other in case you need their immediate attention on a particular event.

  1. Login.

  2. Click on the Event# to view an event in show-event screen.

  3. Scroll down to "Request For Action" field.

  4. Click the appropriate tenant to activate the request.

How do I add services to my service center?

  1. Login.

  2. Click on "Service Center" button from the menu on the left (this is usually the third button from top).

  3. Click on "Manage Service" button.

  4. Start typing the service in search field. The system start narrowing down the big list for you.

    • In case of multiple services, use the master button to select/unselect all (narrowed-down) services in one go.

  5. Use the Yes/No button to select or unselect service(s).

  6. Click "Update" to save the changes.

How do I create a new user? 

Only your facility admin can View/Edit/Delete all/other user(s) in REACH. If you are an admin for your facility, follow the steps below:

  1. Click on the Company name on the top banner.

  2. Click 'Add User' on the far right side of the screen.

  3. Fill the required fields.

  4. Click "Save".

View the video tutorial here.

How do I log out on the web application? 

  1. Click on the drop-down next to your name on far right.

  2. Select "Logout".

What are the requirements of an auto-assigned event?

There are 4 requirements for an event to qualify for auto-assignment:

  1. The Event takes place during after hours of the Truck Dispatch.

  2. TD has an Agreement with the Service Provider.

  3. SP has an Agreement with the Equipment Provider.

  4. SP needs to be "Preferred" for both the Equipment Provider and Truck Dispatch.

How do I view/edit a user in my domain?

Only your facility admin can View/Edit/Delete all/other user(s) in REACH. If you are an admin for your facility, follow the steps below:

  1. Click on the Company name on the top banner.

  2. Click on the "Users" tab.

  3. The list of users is enlisted.

  4. Locate the Edit and/or Delete button under Actions column for respective action.

 

Truck Dispatch

How do I create an event?

Only a user/admin can create an event. To do so:

  1. Click "Create Event" on the far right side of default screen (also known as Service Event's list view)

  2. Provide the details in the appropriate fields:

    • Equipment Type

    • Associated Tractor

    • Shipper

    • Departed Terminal

    • Departed Date

    • Driver

    • Check loaded for a loaded truck

    • Address

  3. Click "Add Service" to select the service from the dropdown list.

    • You can also type the name of the service to narrow down the list of services.

    • Choose the appropriate defect and location

  4. Click "Save" to save the event.

How do I submit an event? 

  1. Select the event that you want to submit. Click on the event number from event list view.

  2. Scroll down and click on "Find Service Center" button.

  3. REACH would enlist all the viable options for this event.

  4. Click on "Assign" button (far right) against the appropriate Service Center.

What can I upload as a Truck Dispatch admin? 

As Truck Dispatch admin, you can upload:

  1. Events

  2. Users

  3. Tractor

  4. Terminals

  5. Ancillary Locations

  6. Trailers

Can I suppress service vendors I do not approve? A Truck Dispatcher can suppress/prevent a service center from showing up as an option in the Find Service Center list even if the service center is in proximity of the event.

 

Service Center

How do I reject an event I or my technicians are not able to perform? 

  1. Login.

  2. The default screen shows list of events segregate in different status.

    • See Status of events in tabular form on the top of the list.

  3. Select the "Submitted" tab.

  4. Select the event that you wish to "Reject".

  5. Click on the event number (will appear as a hyperlink).

  6. Provide notes on why this event is being rejected.

  7. Click "Reject" next to the Accept button on the top of the screen.

Can I create custom fields to be included in service event forms? Custom fields, as the name suggests, are fields that you can create to show up in event show page. Up to three custom fields may be added to a Service Center portal. 

What is a "hot" event? 

The Hot Event section appears on top of the list of events. These are the events that need your attention. You can choose to have these events show up under Hot Event section:

  • New events

  • Auto-Assigned events

  • Mobile events

What does it mean when an event is auto-assigned?  

Auto-Assign is a feature where REACH assigns the event automatically to a service provider while your office is closed for the day.

An Auto-Assign Event works when all the following conditions are met:

  1. The Event takes place during after hours of the Truck Dispatch.

  2. TD has an "Agreement" with Service Provider.

  3. SP has an "Agreement with Equipment Provider.

  4. SP needs to be "Preferred" for both Equipment Provider and Truck Dispatch. 

What are the different event types? 

REACH has the following types of events: 

  1. Service Event

  2. Equipment Inspection

  3. Maintenance Event

  4. Facility Inspection

  5. Cargo Inspection

  6. Driver vehicle inspection report (DVIR)

How are service events in REAH created on the web application?

Breakdown recovery can be requested in three simple steps:

1) Click

2) Fill

3) Submit

First, the driver will click the red button on the bottom of the screen. Second, the driver will fill in required information such as repair time, equipment type, and address. Lastly, the driver will submit the event by clicking "save" in the top right corner.

View the video tutorial here.

How are service events in REACH managed?

When an event is submitted, a service provider will accept or reject it. To re-assign events to new providers, click the event number. Then, click "Find Service Centers." From the list, the dispatcher may select the preferred provider.

When a service event is completed, drivers and REACH will rate the service provider based on response time and other service qualities.

View the tutorial video here.

How do DVIRs and equipment inspections appear on mobility?

To create a driver vehicle inspection report (DVIR), click the red button from the home screen and then select "DVIR." Drop your location, select the equipment type, and fill in the remaining required information. When you're done, press the arrow at the top of the screen.

Click through the DVIR categories to note the condition of each. Take photos and add comments for the most accurate description possible. When you're done, click the double check mark in the top right corner.

For equipment inspections, click the red button from the main menu and select the option from the popup window. Similar to DVIR, fill in the required information and select the inspection type. Note the equipment conditions and select the double check mark to submit.

View the tutorial video here.