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Preparing for PCS Peak Season
With Peak Season officially kicking off in less than two weeks, we want to provide a list of reminders to ensure successful relocations for our agents and service members. Our continued focus is the customer experience. Providing excellent customer service is the very base of what we do and who we are and it all starts with you – our valued agents.
Top Suspensions and Warnings
Below we’ve highlighted some key trends we’re seeing regarding suspensions and warnings issued based on Transcom’s Industry slides. Preventative measures should be taken to avoid Transcom’s highlighted challenges. Understanding and addressing these issues proactively will help ensure smooth operations and maintain our high standards of service.
 Failed to Reweigh Prepared Inventory Improperly Failed to List Electronics Properly on Inventory Missed Required Delivery Date (RDD) Failed to Prevent Loss & Damage Missed Pickup Failed to Deliver on the Scheduled Delivery Date Failed to List Pro-Gear on the Rated GBLFailed to Communicate on Times with Customer  Failed to Reweigh Failed to Use Floor/Door CoveringsFailed to Prevent Loss & Damage Missed Required Delivery Date (RDD) Failed to List Electronics Properly on Inventory Improper Packing Improper Packing Material Improperly Packed and Loaded Shipment Failed to Communicate on Times with Shipper |
Key Information and Guidelines
Missed RDD: This impacts our BVS 2.0 score, potentially reducing shipment awards.
Missed Pickup: Affects our BVS 2.0 score as well, particularly noteworthy for pickups from NTS.
Reweighs: Reweighs continue to be a top infraction in 2024 and one the bases continue to keep a close eye on. Non-compliance may result in suspensions due to potential financial implications for members.
Improperly Prepared Inventory: The use of electronic inventories is highly encouraged. Please ensure meticulous detail in preparing inventories, ensuring both accuracy and legibility. It’s imperative that stickers correspond precisely with the inventory list to avoid discrepancies.
Improper Packing: Follow guidelines for wrapping and protecting goods to prevent damage. All items susceptible to scratching, marring, soiling, or chafing must be adequately wrapped at the time of loading at the residence. Utilize textile or paper furniture pads, covers (excluding burlap), or other approved wrapping materials for this purpose. Please be aware that failure to comply, such as by using tape on plastic totes, will result in a warning being issued.
Door/Floor Coverings: Compliance with this requirement is imperative, especially considering it is the top infraction for LOWs. Before pack-out and delivery, it’s essential to install floor coverings in high-traffic areas within interior living spaces. Additionally, ensure that doorways in high-traffic zones are adequately protected. Implementing this precautionary measure is necessary to avoid liability for any potential property damage.
Failed to List Electronics Properly on Inventory: Accurate listing of electronics with make, model, and serial numbers is essential. This includes stereo equipment, computers, televisions, and more. Failure to do so could have significant financial implications in the event of a claim.
Operational Reminders
Shipment Piece Count: When receiving a crated shipment, please verify shipment piece count at the time of arrival, at the time of clearing, AND when offering out the delivery date. We are finding we are not being advised if the entire shipment has been received.
Crew Arrival Time: Origin and destination agents are required to provide the customer with the crew’s arrival time 1 day prior to scheduled services.
Date Changes: Date changes must not occur without TSP approval. Communicate any requested date changes to our Customer Service or Operations team immediately. Failure to do so could affect BVS 2.0 scoring.
Billing Questions: Please email SGSStatements@suddath.com for all billing-related questions
Shipment Offers: Ensure you are monitoring the Vendor Portal for code 2/D shipment offers and keep a close eye on your emails for manual shipment offers pertaining to codes 4/J. Your attention to these channels ensures timely action and seamless coordination for all our shipments.
Weights and Pieces: Sending weights and pieces information promptly, prior to requesting a BOL, is crucial. We need all weights within 2 days during Peak Season to allow us time to dispatch and update the information timely in DPS per the business rules. Additionally, for crated shipments, please ensure weights are sent to the correct inbox: alfy@suddath.com
Liftvan Management: Please remember to communicate promptly if you are low or completely out of lift vans before beginning the packing of shipments. This proactive communication helps us avoid any potential issues, ensuring smooth operations and uninterrupted services for crated shipments.
Third-Party Crating: Agents are encouraged to emphasize and clearly indicate on the pre-move survey when third-party crating is required.
Industry Updates
As part of our ongoing commitment to staying informed and sharing industry trends and news, we wanted to share with you a resource related to GHC that we found insightful. MoversForAmerica.com is a website that strategically highlights the various challenges industry and TRANSCOM face in relation to GHC.
We are pleased to announce that we have signed up as member of this coalition not only as support for our industry and valued partners but also to stay informed on relevant information. We believe that by staying informed and connected with industry insights, we can continue to drive awareness in this dynamic landscape.
The Investment in a Good Inventory
Maintaining a good inventory is crucial in protecting against claims, but it is often overlooked that over-inventorying can be a bigger problem.
It is important to clearly note the conditions and locations of items, otherwise the inventory loses its value. Exceptions in the inventory should be limited to those items that exceed normal wear and tear. In the past, drivers have written inventories based on the notion that there is no perfect piece of furniture, but adopting a “less is more” approach is a better strategy.
When on a job site, the driver typically inventories the furniture while the crew prepares the house and loads items onto the trailer. The driver’s time is limited, so it is important to use it wisely. Instead of spending 10 minutes on 8 dining room chairs to switch up locations and damages when there is no obvious damage, the driver should focus on finding obvious damage and paying close attention to furniture that is important to the customer.
Creating an inventory is a binding agreement between the driver and the customer that the items and their conditions listed have been accepted into the driver’s care, custody, and control. According to the law, any ambiguity in the agreement goes against the party that drafted it. It is therefore recommended to use three or more location codes for each damage location (e.g. SC, 10, 4, 5, 3).
It is also important to avoid damage conditions that are open to interpretation. Exceptions such as “SO” (soiled) leave too much room for doubt and do not provide adequate protection. Writing out the pre-existing damage condition will alleviate any ambiguity and protect all parties involved.
As we approach peak season, it is important to focus on writing a fair and accurate inventory that all parties can understand, without spending too much time over-inventorying items.
Thank you for your attention to these matters. By addressing these issues proactively, we can ensure smooth operations and maintain our commitment to excellence this peak season. If you have any questions, please reach out to your Network Development representative.