Fleet Service Opportunities FAQ

Article Contents

1. Program Introduction
2. Eligibility
3. New Fleet User Resources
4. Program Expectations
5. Availability Dates
6. How to Opt In / Opt Out
7. Service Request Process

8. Service Request Form

9. FAQ's

Program Introduction

As a dealer, you know the value of generating high-quality leads for your business. That's why we're excited to announce the availability of Fleet Service Opportunities, a new program designed to help dealers like you access a steady stream of leads for service and maintenance work. With Fleet Service Opportunities, you'll gain access to a wide range of potential customers who are in need of regular or one-time maintenance, generator service, connectivity, and more.

By participating in this program, you'll be able to expand your customer base and increase your revenue potential, all while delivering top-notch service to customers who trust Generac for their power needs. To participate in this program, all you have to do is opt-in! This article contains all the information you need to get started.

*Program rules and details are subject to change at any time at the sole discretion of Generac Power Systems

Eligibility

In order to participate in the Fleet Service Opportunities program, you must adhere to the following standards:

1. You must be a Generac service dealer with GenService login credentials
2. You must have at least one qualified Generac Service Technician who has completed service training and purchased necessary service parts kits per lead.
3. You must opt into the program and agree to the terms and conditions (located in your dealer settings within Fleet)

New Fleet User Resources

If you are a Generac servicing dealer but are new to Fleet, there are plenty of resources available to help you get started! This content will help improve your knowledge of Fleet, and teach you how to be successful.

To access Fleet training content all you need to do is visit the Generac University website. There you can browse the Fleet training section and explore a wide variety of educational materials
For additional documentation and Marketing Materials on Fleet, visit Dealer360, log in, then click the "Resources" tab.
Within the "Table of Contents", click "Fleet and Mobile Link".
There you will find a number of helpful assets to improve your knowledge of Fleet, and facilitate the Marketing and Sales process.

If you still need additional assistance, please contact your Generac ISR, TDM, or Customer Support

Program Expectations

In order to maintain good standing in the program and to receive prioritization over other participating dealers in your region, you must adhere to the following program expectations.

1. Accept and schedule your lead within 48 hours of receiving it
2. Respond fast and provide professional service
3. Purchase and use Generac parts when fulfilling service
4. Close the customer in the Service Opportunities dashboard, as soon as the service completed
5. Connect customers' generators via Wi-Fi or LTE, and enroll them in Fleet
6. Retain customers and sell ongoing maintenance

Availability Dates

Service Opportunities will be launched in 3 staggered releases between the end of Q1 and the beginning of Q2 2023. Each release will unlock additional interface features, and program components, until fully released on May 10, 2023. Here's what will be available in each phase:

Phase I: Early Opt-In (March 8, 2023): On March 8th, Fleet will launch the much-anticipated Service Opportunities opt-in functionality, providing dealers the opportunity to proactively participate in the leads program. By simply visiting their Fleet account and completing the opt-in process, dealers may opt-in and be officially ready to receive leads when the program launches regionally on April 12th. For step-by-step instructions on how to opt-in, please scroll to the next section.

Phase II: Regional Launch (April 12, 2023): On April 12th, Generac will launch the program regionally to consumers, in the US, where adequate dealer coverage exists. Consumers that are visiting the Service and Support Page, that are looking for service, and are located within the coverage area of an opted-in dealer, will be able to complete a web form outlining the desired service. Dealers who have opted in to receive service leads, and are in the same region, may begin seeing leads populate in their Fleet dashboard if a consumer request becomes available.

Phase III: National Launch (May 10, 2023): On May 10th, Generac will launch the program nationally to all consumers. Consumers that are visiting the Service and Support page, and are looking for service, will be able to complete a web form outlining the desired service. If a participating dealer is located within the coverage area, they will be assigned to that dealer.

How To Opt in or Opt out of Service Opportunities

As a Fleet dealer, you may choose to opt-in or opt out of program participation at any time. Opting in or out takes just a few minutes. Please follow the instructions below:

1. Visit fleet.mobilelinkgen.com and log in with your GenService/Fleet credentials.
2. Navigate to the "Account" menu and click "Settings".
3. In the "Generac Service Opportunities" section, you will see a button labeled "Opt-In". Click the button.
4. After clicking "Opt-In", you will be required to provide an email address that will be used to send an email notification when a new opportunity is delivered to your dealer account in Fleet. Provide your preferred email address and click submit.
5. You will be required to agree to the program's Terms and Conditions in order to complete the Opt-In process.
6. After you have successfully completed the Opt-in process, you will be able to see your Participation Status on the SETTINGS page:
7. You can update the email address that you use to receive emails for new opportunity notifications by clicking the pencil icon next to the email address
8. In the event you want to opt out of the Generac Service Opportunities program, simply click the "Opt Out" button on the Settings page. You will be required to confirm that you want to discontinue your participation in the program.  You may opt-out at any time.

Service Request Process

When a Generac home standby customer is in need of service or maintenance, they will visit the Generac Service and Support Page and complete a short request form. When completed, Generac will notify the customer that their request has been received. Generac will then evaluate and qualify the lead, and deliver it to a nearby dealer who has opted into this program. If there is more than one dealer located within the serviceable area, Generac will take into account the frequency of leads accepted, and closed, satisfaction scores, leads added to FLEET, and historical lead delivery frequency, to determine which dealer receives the lead.

Service Request Form

Customers can find the form on the Generac Website here: https://www.generac.com/service-support

Why is the generator serial number required?  

We use the serial number for the following purposes: 

• Ensure the product type with the dealer’s technician certifications to ensure that they have qualified techs to service the equipment.
• Ensure that the generator does not have an existing relationship with a service dealer.
  • Verified against Connectivity data to find any Dealer Managed, Unmonitored, or Preferred Dealer relationships

•Upon submission, the service requests will be matched with a qualified Generac Service Dealer who has opted in to participate in the Service Opportunities program based on their distance to the generator location and technician certifications. When multiple dealers are found, a round-robin assignment process will be used to ensure the fair distribution of opportunities.  •Service Opportunities are delivered to dealers in Fleet on the Service Opportunities page.

Frequently Asked Questions

Where is this program available?

At this time program will be available within the United States only. 

Who is eligible to receive service opportunities?

In order to participate you must adhere to the following standards:

1. You must be a Generac service dealer with GenService login credentials
2. You must have at least one qualified Generac Service Technician who has completed service training and purchased necessary service parts kits.
3. You must opt-in to receive opportunities, located in your dealer settings within Fleet

How do I maintain my eligibility to continue receiving service leads?

Participating dealers will be evaluated based on the following criteria:

• Engagement Rate – Opportunities that are rejected or lost will have a negative impact on the dealer’s engagement rate measurement.
• Fleet conversion rate – Accepted service opportunities converted to enrollment in dealer-managed remote monitoring in Fleet.
• Customer Reviews – CSAT will be collected through a survey process and ranking factors will influence core rank.

Keep these numbers high and you will maintain your eligibility.

Is there any evaluation of whether I am qualified to service the opportunity? (LC vs. AC)

The type of unit will be validated against technician qualifications in GenService

Can my leads be taken from me?

Opportunities that are not accepted or rejected within 48 hours will be removed from your new opportunities. We will evaluate accepted opportunities that have not had their status updated and may remove them if there is a lack of activity.

Does my preferred dealer status in Mobile Link have any bearing on whether a customer can be delivered as an opportunity to another dealer? Does this mean the rules for “protecting” a customer from being contacted by Generac change due to this new program?

The lead delivery process will verify if there is a known dealer relationship for the generator, using the generator serial number. When a match is found, the lead will be delivered to the dealer found associated with the generator. A known dealer relationship will be verified with the following criteria:

• Mobile Link - Preferred Dealer
• Fleet Dealer Managed
• Fleet - Unmonitored

We will not associate a customer with a dealer by registering installer data

What if the installation is not code compliant? Does it impact my service rank if I decline?

Dealers can close the lead as “Installation not code compliant”. Leads closed, for this reason, will not negatively impact the close rate.

How do I receive opportunities? Where will I receive leads?

Leads will be delivered through the Fleet application in a new Service Opportunities view.

What kind of information are you going to give me about the opportunity?

When new opportunities are delivered, you will be provided with information about the consumer and the generator, including the location. After accepting an opportunity, you will have access to additional information about the consumer, including their contact information and contact preferences.

Are you going to monitor my purchases of maintenance items?

Generac Service Parts will track sales history and monitor purchases, compared to your lead activity, on an ongoing basis.

Can Mobile Link users request service through the app?

No, this is not currently available. Customers may only submit requests from the Generac Service and Support page.