How do I notify Emergency Roadside Assistance (ERS) when a Driver Partner needs a tow truck?
IMPORTANT REMINDERS:
- Always submit the Maintenance/OOS Form first. This applies to drivable and not drivable vehicles.
- CHECK THE APPLICABLE 🛞DRIVER INFO CARD FOR ANY ERS/TOW INFO SPECIFIC TO EACH MARKET
1) Confirm vehicle is not drivable
- Always confirm that the vehicle is not drivable before contacting Emergency Response Services (ERS),
- If the vehicle is drivable, the Driver Partner (DP) should drive to either a local repair shop or back to the Via lot, and we can perform a swap if necessary
- For guidance on how to support DPs with maintenance issues, see this card
2) If Zipcar, verify Vehicle Service tag
- If the vehicle has the Zipcar Program service tag, flag the FM before contacting Zipcar ERS. They may request a local tow instead.
- If the FM does not respond within 2 minutes, continue with next step.
3) Contact the designated towing company (phone numbers)
Start a three-way conference call with the applicable number
NOTES:
- If the DP is not available for a three-way call (ex: they were transported away from the scene for medical treatment, Drug & Alcohol testing, or detained by the police) --> Please still call Zipcar to arrange the tow
- (Zipcar only) If local police have towed the vehicle --> Please still follow the steps on this card to conference in Zipcar's ERS Towing service at the time of the incident
Vehicle Partner | Towing Company | Phone Number |
VGM | VGM ERS | 347-970-2884
|
Zipcar | Zipcar ERS | 866-494-7227 |
Kingbee | See specific info on relevant 🛞Driver Info Card | See specific info on relevant 🛞Driver Info Card |
Elevate Luxury | See specific info on relevant 🛞Driver Info Card | See specific info on relevant 🛞Driver Info Card |
4) Let the tow company know who we are
When contacting a tow company, we want to mention certain info so they know you are calling about a Via vehicle:
Vehicle Partner | Who We Are |
VGM | Say "this is for a Via vehicle" 🙏Please be patient -- hundreds of ERS calls are answered daily and agents are less familiar with the Via program, and may need additional time to review information |
Zipcar | Mention this is a Zipcar vehicle for the Via Service for the specific market |
Kingbee | See specific info on relevant 🛞Driver Info Card |
Elevate Luxury | See specific info on relevant 🛞Driver Info Card |
5) Be prepared to provide several pieces of critical information
- The driver’s name
- The driver’s phone number
- The vehicle information
- License plate
- VIN
- For VGM: Vehicle ID number (the Partner ID in Salesforce)
- The vehicle location (including the nearest address)
- What exactly is wrong with the vehicle
6) Request the dispatch number
7) Make the DP unavailable and instruct them to wait
Advise the DP remain at the scene with the vehicle until ERS arrives
8) Create a swarm
Escalate the case in SF to create a swarm
- Use "Unavailable - OOS Vehicle Mid-Shift"
- tag the relevant FM and OM
The TFC/SC will handle it from here