Services & Support

ROUTED IN SUCCESS

We offer an unmatched combination of flexible, tailored, professional services solutions, supported by our dedicated industry experts working as an extension of your team through the entire process to ensure that your route optimization goals are being addressed.

Our industry specialization means we live and breathe the operating constraints of our client industries and know how to guide you down the right path. Throughout the implementation process, you’ll not only gain valuable insight and advice, but you’ll also receive hands-on experience and real-world training before going live. This process includes:

Discovery

Our experts guide you through a series of questions to dive deeper into understanding your specific route optimization requirements and determine the best path forward. This information is then documented in a roadmap for the entire process and includes expectations on both sides of the table.

Training

From data preparation to allocating resources, we offer a variety of training options to ensure you learn all the aspects of the software needed to get the most out of your solution. Led by our veteran industry experts, we can adjust training and implement timelines to better fit your schedule and provide on- or off-site options.

JumpStart

Do you have an immediate route optimization challenge to overcome? With JumpStart, once our standard training is complete, our experts jump right into on-site management of the required project to get you up and running faster.

TECHNICAL SUPPORT

After you are up and running, our dedicated team of routing technology professionals stand at the ready to answer questions and solve routing challenges.

  • For users of RouteSmart for ArcGIS, RaaS and RouteSmart Online, we provide direct access to live technical support representatives Monday through Friday, 8:00 AM to 6:00 PM, ET.

    800.977.7284, option 2 (US and Canada)
    410.290.0226, option 2 (outside the US and Canada)

    FedEx Ground (FXG) Service Providers will receive communication directly from FXG two to three months before implementation and should not contact RouteSmart directly. Please refer to the preliminary rollout schedule found on MyGroundBiz.com for a specific station’s timeline.

  • Submit an issue online 24/7 through My RouteSmart. Submitted cases will be addressed during our standard support hours.


    Initiate a support incident via email to support@routesmart.com.

Holidays
RouteSmart will be closed for the following holidays in 2020:

  • Wednesday, January 1, 2020 (New Year’s Day)
  • Monday, January 20, 2020 (Martin Luther King Jr. Day)
  • Monday, May 25, 2020 (Memorial Day)
  • Friday, July 3, 2020 (Independence Day)
  • Monday, September 7, 2020 (Labor Day)
  • Thursday, November 26, 2020 (Thanksgiving)
  • Friday, November 27, 2020 (Thanksgiving)
  • Thursday, December 24, 2020 (Christmas Eve)
  • Friday, December 25, 2020 (Christmas)
  • Thursday, December 31, 2020 (New Year’s Eve)

Expert Services

After you are up and running, our dedicated team of routing technology professionals stand at the ready to answer questions and solve routing challenges.

When you require assistance beyond traditional technical support, Expert Services provides the remote help you need through one-on-one phone calls and web meetings.

Upon annual renewal of the RouteSmart for ArcGIS software maintenance agreement, you will receive a bundle of five complimentary hours of Expert Services.

PROFESSIONAL SERVICES

Even with the best practices in place and the most innovative software on your desktop or mobile device, a successful solution’s strength comes from the people supporting it. Our experts work closely with you to tailor solutions that meet your precise routing requirements.

RouteSourcing™

Whether due to limited resources or timing issues, you may need to complete a routing project and don’t have the staff to make it happen. RouteSourcing™ is a more efficient way for you to leverage our team’s expertise to solve unique, challenging routing problems. Unlike typical solutions, our approach provides:

  • No license or knowledge needed to operate required software
  • Our team performing all route modeling and reporting, using your data
  • Final solution modeled and delivered in a much shorter time frame
  • No training or hardware acquisition and no additional third-party fees

Custom Solutions

We tailor each of our solutions to meet a specific need, however in some cases, more unique needs call for custom solutions. The RouteSmart Custom Solutions Group creates enterprise-class solutions, translating IT, GIS, data and applications into bottom-line results.

Flexible and powerful, custom routing solutions can be integrated with existing infrastructure or work alongside it. Benefits include:

  • Improved system redundancy
  • Improved data sharing
  • Increased data security
  • Greater scalability
  • Enhanced reliability
  • Faster payback from geospatial investments