Tutorial
Welcome to the online customer support portal. This tutorial will guide you
through the following steps:
- Account creation
- Submitting a survey
- Submitting a testimonial
- Tracking a shipment
- Claims handling, including sending and receiving messages
Account Creation
To create an account, please click here. Complete
the requested information and then click "Create Account." Make sure you completely
fill out each field accurately. Note all fields except "Representative Name"
are required. You must accurately complete these fields before you can continue.
Your reference number is the same as your job number. It
should be five (5) digits in length and can be found on the top of your Bill of
Lading and on your estimate. It is also on most other moving documents.
Your representative name is the sales person who helped you book
your move.
Sending a Survey
Sending a survey could not be easlier! Please click here
for the survey form. You do NOT need to have an account or be logged in to
complete the survey. All fields are optional but we encourage you to complete
as many questions as possible. Your feedback is important to us. You
do not need to be logged in to submit a survey.
Submiting a Testimonial
Much of our success is due to past customers who refer us to family and friends
and serve as a reference for future customers. Our customers are extremely
important to us. If we provided you with excellent service, we request that
you complete and submit a testimonial by clicking here.
All fields are optional, but we encourage you to complete as many fields as possible.
While not required, we ask that you allow us to publish your testimonial on our
website and/or in print. We ask for your permission to do so. But don't
worry -- we will only publish your testimonial if you permit us to do so.
We also request that we be allowed to publish your email address and telephone number
for potential future customers to contact as a reference for us. Again, this
is completely optional. You do not need to be logged in to submit a testimonial.
Tracking a Shipment
To track a shipment, click here. Once you submit
the short form, your information will be immediately sent to our dispatch office.
Our crew of dispatchers will track your shipment and get back to you right away
by email or telephone. If your request is during normal business hours, you
can usually expect a response within four (4) hours. If your request is outside
normal business hours, you can expect a response no later than the next business
day. You do not need to be logged in to track a shipment.
Claims Handling and Sending Message
You must login for claim handling. If you do not
have an acount, please see above on account creation. Once you have logged
in, you will be able to see your message history. For a new account, your
interface will look like Exhibit 1. In Exhibit 1, fictional customer Jane
Doe just created an account and logged into the Customer Support Panel.
Exhibit 1
Note that the message history shows no messages. The first time Jane Doe sends
a
message, the message history will change and display all messages between the company
and Jane doe. Please see Exhibit 2 for a sample of how a message history will look after one (1) questions and one (1) answer.
Exhibit 2
Messages from customers appear in light purple and message from the company appear
in light blue. Once a message is submitted, it will also be emailed to both
the customer and the company.
The company's policy is to answer all customer messages within three (3) business
days. If no response is received within three (3) business days, please contact
the company again.
Customer satisfaction and support is the number one priority of the company.
Handling claims through the above process will expedite the customer's claim and
will assist in reaching a satisfactory conclusion.
Please be sure to log out when done using the Customer Support Panel.