Photo: FTI Groups
Fti Groups Servi Case Example

FTI Groups launches fleet self-service breakdown management platform

Feb. 19, 2021
ServiCase allows drivers and fleet managers to locate towing and roadside mechanical service providers quickly and to establish electronic interactions.

FTI Groups announced the release of its new transportation breakdown case management system, called ServiCase.

This self-service platform connects service providers to carriers, enabling them to more easily find someone to help get their vehicle back on the road. Fleets can also use ServiCase as a case management system – enabling them to better manage their equipment.

There is no cost to fleets for the ServiCase tool. Service providers are receiving a free starter listing for 2021. The beta version is available now for clients to begin using the system today. The official launch will occur in early March. 

Platform overview and features

ServiCase allows fleets to track breakdowns, locate and dispatch service providers, and to track events from initiation through to completion including event status, photos, invoices, etc. In addition, ServiCase gives fleets access to over 60,000 service providers with the ability to store private notes and ratings with the providers or any others they add to the tool. 

“We want to provide carriers a self-serve solution while also supporting the service provider community we have partnered with for more than two decades," said Jeffrey Godwin, president of FTI Groups.

The ServiCase tool is designed to help expedite fleets in identifying and connecting with a service provider, from a single truck operator to a fleet operating hundreds of trucks. It is optimized for use on a desktop or mobile phone, and no smartphone application is necessary to download.

The ServiCase tool can be accessed by simply registering at Once registered, when a breakdown occurs, the fleets create a new case by providing information about the vehicle, its location and the service type needed. ServiCase accesses the service provider database to identify the best matches for the service event while factoring in information such as the fleet's own ratings and/or preferred status for providers with whom they have experience.

ServiCase is different from other search services in that the service provider is not charged for events or jobs they receive, and there is no bidding for higher positions in the results listings. ServiCase does not charge variable fees for large markets and does not dictate rates, though many listed providers are extending their commercial account rates to carriers using ServiCase. Nothing is marked up because payment is made directly to the service provider.

"We're committing a lot to those service providers and not having bidding against each other," said Godwin. "There's no guaranteed territory, like it's exclusive or anything like that. We're not managing their rates. We're not taking a percentage. We don't take anything per call. Everything is between them and the carrier." 

Comprehensive network

At its foundation, the ServiCase management tool utilizes FTI Group's software product called sureEcosystem, to manage the communication between fleet service providers and carriers. Various service providers in the commercial vehicle industry utilize sureEcosystem. 

The sureEcosystem platform allows companies to connect directly to the service provider database and communications hub. These tools can be connected to a wide variety of applications from shop maintenance systems to backend systems for third-party administrators. Leveraging the power of this proven system, FTI created ServiCase as a value-added offering to the sureEcosystem family of products. 

FTI Groups was acquired by FleetNet America in 2014. FleetNet offers a full-service model for roadside breakdown services. Utilizing its already-established service provider network developed through the sureEcosystem platform as well as supplementing with FleetNet's established service provider network, the FTI Groups ServiCase is designed as a self-service breakdown management model. 

"We've got a network of about 60,000 providers of our own, and then added in some FleetNet data and expanded that even further. We know what services they provide, where they're located and how to reach them, and a lot of them have updated their own profiles," noted Godwin, of the service provider network already in place.

“FTI Groups is committed to serving the market with quality solutions, and we intend to expand the capabilities of the ServiCase tool,” Godwin said. 

About the Author

Commercial Vehicle Staff

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