- From a Swiss Fuel perspective, what information fields would be mandatory for us to collect from the client to set up a client completely, end to end?
| Customer Name |
| Primary admin email |
| Email to send invoices |
| Overall Limit |
| Cash advance limit |
| Diesel limit |
| Reefer Limit |
| DEF limit |
| Chek Limit |
| T-Chek Limit |
| Load Cash Limit |
| Money Code Limit |
| Prompt Policy |
| Bill setting frequency |
| Grace Days to calculate due date |
| Invoice Type |
| Primary Contact Person |
Address
country
State
City
Zip/Postal Code |
| Phone |
| home address details |
Address
country
State
City
Zip/Postal Code |
Customer
Sign up documents for instance. Signed Fuel contract between &
Client. (with Fuel application form filled by client)
2. CAD & USD Banking information – VOID CHQ from Bank only
3. Driver’s license.
4. Proof of address.
5. Active Insurance of trucks.
6. Incorporation papers of company
7. Truck ownership papers. |
- Whenever there is an issue with EFS, would IIMSWISS work on it, or would it be expected that Swiss team takes the lead for it?
Usually, it would us unless it is something related to your account or any specific issue that is clearly because of EFS/any fuel supplier vendor , then you would lead. We have a monitoring system that runs everyday and if system encounters any issue while processing price files/transaction files, we would contact EFS and copy you. For all issues, we strongly recommend to contact us, we will diagnose the issue at our end, then contact EFS if necessary.
- What types of typical issues do you foresee from EFS after launching clients?
- Transaction file not provided to us at all or on time (usually occurs on US long weekends but not limited to).
- Price file not emailed to us (in this case fuel vendor needs to be contacted by you), these issues are not that common but do occur once in a while.
- Card being rejected at the pump, though we can view real time rejected transactions but rejected messages are not reliable as per EFS so we often have to contact them in scenarios where we are certain that driver is at an authorized location trying to purchase an allowed item and has available limit.
4. Please provide the issue resolution process for the following common activities from IIMSWISS and if the issue needs to be resolved with EFS:
- Transaction error - Transaction errors can include incorrect fuel charges, incorrect fuel type, and incorrect readings.
Please contact us in case of any discount calculation mismatch. If will troubleshoot and resolve it at our end but find inaccurate data provided by EFS/fuel vendor we will contact them and copy you.
- Card Loss or theft: If a client loses their fuel card or it is stolen, they may face the risk of unauthorized transactions being made on their account.
As part of recent EFS security system update, if you report to EFS that a card has been stolen and an unauthorized transaction occurred they do not provide any refund, I would advise you to discuss this with your EFS account manager. We strongly recommend as soon as a card is stolen, customer informs you and your team block the card right away and report it to EFS.
- Fuel Fraud/Unauthorized fuel: Fuel is purchased using the card at an unauthorized location
As part of initial setup, we will setup policy(s) on EFS portal and allow only authorized locations and items which drivers can fuel which would eliminate unauthorized product fueling. As far as fuel fraud is concerned, EFS has its own set of security system where they detect such cards/transactions and either block the card or mark it as fraud and notify you via email. They usually advise to replace the card in such cases.
- Technology issues - such as problems with card readers or difficulty accessing online account information
Any issue that driver faces at the pump while conducting the transaction, please contact EFS and copy us. If there is any issue in accessing Swissfuel portal, contact us.
5. Are there any other frequent issues you deal with on an ongoing basis? We need to share a process for each of the issues above with the account reps so they know what to expect if an issue arises while the client is en route.
When client contacts you regarding any issue, it is advised to confirm the details and issue on Swissfuel portal, if unresolved, contact us via ticketing portal.
- Most common issue that occurs is that drivers do not enter correct information for instance enter wrong driver id or unit number at the pump, which your team can verify by looking at Rejected Transactions option on Swissfuel portal.
- Other common issue would be driver tries to fuel at unauthorized location or purchase unauthorized product ( for instance, trying to take cash using card but you have not allowed cash advance on the cards) Again this can be verified by viewing Rejected transactions on the portal.
- Card is not active yet but driver is attempting a transaction.
- One most common issue we face during the initial few weeks of the account setup is that your team member potentially managing cards/policy on EFS website directly which is not recommended as this could lead to inconsistent data on Swissfuel portal vs EFS portal. We only advise to make a change on EFS website only if the required option is not available on Swissfuel portal which can be confirmed with us before proceeding.
- To handle any issues reported by your team, we have to follow our company’s protocol where all communication will be via our ticketing portal. Your email has already been authorized to access it. Once everything has been setup at your end, please provide me Microsoft emails of all of your team members so that I can add those to your file. Emails and phone calls should be reserved exclusively for urgent issues. (Link for reference - https://iimswiss.visualstudio.com/)