ForwardAir

Email Escalations to:
[email protected], [email protected]

Outlook email login info:

URL – https://outlook.office.com/mail/inbox

ID – [email protected]

PW – A53qn!@32tGSMJ#Ojm1

ConnectWise login info

URL – https://auth.connectwise.com/Account/Login

ID – [email protected]

PW – ContactWorks1!

Forward Air device support Workflow

800 Dial-in number: (800) 780-6999

We’re providing hardware and configuration support (utilizing MDM, Mobil Iron) for Forward Air devices. This includes Laptops and Tablets.

• If you receive calls about NEW DEVICE SETUP, please refer to the “Scheduling New Device Setup” section.
• If you receive calls request SAFETY DATA SHEETS, escalate the request to
  [email protected] and include the customer name, phone number and email address.
• If you receive calls about EQUIPMENT INSTALLATION, let the customer know that Verizon Connect Support Team will reach out to schedule install after CTS receives order for equipment.

SUPPORT FLOW:
Opening Greeting:

• “Thank you for calling CTS mobility. This is <Your name>. How can I assist you today?”

Gather issue details about device

• Verizon is providing first line troubleshooting on their app (Verizon Connect). We should not be attempting to troubleshoot that AT ALL.

Gather customer information

• Name
• Phone number

Troubleshoot device

• Most likely calls will be due to broken equipment or a setting was simply turned off (bluetooth or wifi for example).  Or a system configuration issue that will need to be resolved via MDM software.  For the time being we don’t have access to that and will need to escalate if we suspect a profile refresh is required.

Resolve issue

• If issue can not be resolved, escalate/enter RMA information

ESCALATION PROCEDURE

• Gather the following information and send it via email to George & Ken ([email protected] & [email protected]). Let the caller know you’re escalating the issue and they should receive a follow-up within the next 24 business hours.  If it is an URGENT issue (caller says its urgent) please let me know via DISCORD and/or texting me (503-413-9897).
• Caller First and Last Name
  (Get the correct spelling please!)
• Contact phone#
• Email
• Site the caller reports to
• Business Unit: Forward Air, Final Mile, or Intermodal
• Device Name/s
• Asset Tag on the laptop or PC
• Description of Issue
• Shipping address (to & from) if replacement is required.

RMA PROCEDURE

• • We’re the second line of troubleshooting when an issue occurs (unless its obvious like a cracked screen). However, we don’t actually put in the RMA request.  Forward air’s team will be doing that.  However, for reference they’ll be entering requests here: https://tools.ctsmobility.com/fw-portal/ (log in using the PW: FA_D22021).

• What is needed for an RMA
  • While we wont be entering RMA requests, the Forward Air team should be entering these, there may be rare occasions that we do need to enter one or request one via email.  We also might be asked for guidance on entering them by the forward air team.  For those reasons we wanted to make sure to also include what information is needed for RMA requests.
• Device type (Endpoint Computer[desktop/laptop], ELD Tablet, Harness, Mount, VTU [on-truck metrics gathering device])
• Model of the device:
• Serial Number for Endpoint Computer or Tablet
• Asset Tag (optional if not available)
• The address where the device will be shipped to/from

EXAMPLE CALL FLOW

1. Answer with the above intro.
2. Identify the caller’s issue.  It should be a tablet issue.  If not, fully document what they are calling about capture the escalation information and escalate via email to George & Ken ([email protected] & [email protected]). Let the caller know you’ve escalated the issue for follow up.  If the call came in outside of 8am-6pm let the caller know they should receive an answer early the next day.
3. If it is an obvious replacement issue (ex. Tablet has a crack, Tablet was broken in a known/unknown way, screen is shattered, etc.) ask the caller to enter a replacement request using the portal: https://tools.ctsmobility.com/fw-portal/
4. If it is not an obvious issue ask some probing questions to help identify what might be causing the issue. some examples are below but use your skills as support and tech agents (think Tengo), you might need to google some to get troubleshooting steps we haven’t found yet.
   1. Does the device power up? If not try a hard reboot, it might be frozen (steps on b. below)
   2. Has it been hard rebooted? If not, do so. (Hold down the power button & possibly the volume down button for up to 45s)

1.          If the device wont turn on at this point confirm (for good measure) that they have attempted to charge the device. If yes. Have them enter an RMA request.

1. 1. If the Bluetooth or Wi-Fi (if either are needed) still aren’t working have the caller try to turn them on via settings (they might not have access to this due to MDM software. If that is the case escalate.)

1.          You can use this article for help with Bluetooth issues (https://www.samsung.com/us/support/answer/ANS00078053/#:~:text=On%20the%20phone%20or%20tablet,you%20want%20to%20pair%20to.)
   1. Basic setting issues use google to help direct the caller to the correct place (brightness settings for example).
   2. For any other issues you’ll likely need to escalate a ticket for follow-up.  This will change as we learn more, keep an eye out for update emails and CARE updates.
2. If you have no idea what the caller is needing help with/on be polite and let them know you’re escalating the issue and will have a member of the escalation team follow up with them asap.  They are in 9a-6p M-F.

SCHEDULING NEW DEVICE SETUP