BTR Dealer Playbook - Final

DEALER PLAYBOOK

RENTAL RETURN

Table of Contents

2

GoCanvas App Download

3

How to Complete Inspection in GoCanvas

4-13

10 Step Covering Process

14-26

Dealer Scorecard

27-33

Q&A + How-to Videos

34-35

GoCanvas App & Inspection Guide The GoCanvas app is your go-to tool for completing truck inspections with ease. It provides a simple, step-by-step guide to help you move through each part of the inspection confidently while ensuring all required details are captured. Once finished, the app clearly outlines how to submit your inspection for each truck so everything stays consistent and compliant.

Download The GoCanvas App: Apple:

Google Play:

Windows:

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GoCanvas Login & Settings GoCanvas login page. Please enter your email and password.

Password Reset for Dealer Portal and GoCanvas The portal does NOT support self-service password recovery. Please follow these instructions if you are unable to login or forgot your password: 1. Contact BTR Reach out to BTR Field Operations: Logan Martin: (304) 780-8109 lmartin@bigtruckrental.com 2. Receive Reset Instructions Once you have contacted BTR you will receive an email with a reset link Your new password should follow a secure format (include uppercase, lowercase, numbers and special character) 3. Confirm Access Ensure you are able to successfully login and bookmark the URL for future use 4

Password Reset for Dealer Portal and GoCanvas The portal does NOT support self-service password recovery. Please follow these instructions if you are unable to login or forgot your password: Contact BTR .1 Reach out to BTR Field Operations: Logan Martin: (304) 780-8109 lmartin@bigtruckrental.com Receive Reset Instructions .2 Once you have contacted BTR you will receive an email with a reset link. Your new password should follow a secure format (include uppercase, lowercase, numbers and special character)

Confirm Access .3 Ensure you are able to successfully login and bookmark the URL for future use

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Image Sharing Do not save photos on your device all images are stored in the cloud to save space and keep everything accessible.

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GoCanvas Sync Sync Button: Make sure you have the most current version of the inspection and ensure the auto sync button is turned off.

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Tasks

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1.

If you have a task, it is an inspection sent to you to complete

2.

You will receive a notification by email

3.

A truck should have arrived via transport or customer drop-off

4.

Do not start a new inspection if you already have one in your task

Inspection Types: 1.

FEL

2.

AFL

3.

REL

4.

ROL

5.

ASL

6.

TT

7.

GRP

8.

Other

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Fill Out Information Please complete all truck information fields. Any field marked with a red * is required, and the inspection cannot be submitted until all required fields are filled out.

Truck number is supplied by BOL/email and posted on the driver side seat post Take clear, squared pictures, explain issues if present

Example photos:

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Save and Continue Later If you need to pause mid-inspection, you can save your progress and easily pick up right where you left off once you’re ready to continue.

1

2

3

Tap the three dots in the upper right hand corner

Select Save & Close

Name the inspection as the Truck Number and select Save & Close

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Complete Inspection When you have completed all previous steps you should now be able to submit your inspection successfully

1.

Find your Saved Inspection (black circle with number(s))

2.

Select saved inspection (could be more than one)

3.

Choose Continue

4.

Complete and Submit

1.

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2.

3.

4.

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10-STEP PROCESS COVERING

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10 Step Process: 1.

Truck return notification

2.

Vehicle arrival and check-in

3.

Rental return inspection

4.

Repair instructions issued

5.

Execute repairs

6.

Vendor management

7.

Progress updates

8.

Repair completion and closure

9.

Invoicing

10.

Payment processing

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Dealer VS BTR Responsibilities DEALER

BTR

The dealer is responsible for performing thorough inspections on each rental truck, ensuring any damages or maintenance issues are properly identified and repaired. They are also responsible for managing vendor relationships related to service and repairs, overseeing any outsourced work, and submitting all associated invoices and documentation in a timely manner for processing.

Big Truck Rental is responsible for providing timely notifications of unit returns, reviewing and approving repair estimates submitted by the dealer, and processing payments for approved work and related invoices.

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Why This Matters

Ensure consistent processes and standards are followed across all

.1

dealer locations.

Reduce overall shop time by setting clear expectations for inspection

.2

procedures and repair timelines.

Strengthen communication between dealers, BTR, and sub-vendors to

.3

minimize back-and-forth and accelerate the repair process.

Establish defined quality benchmarks for all inspections and repair work

.4

to maintain fleet reliability and performance.

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1. Notification of Truck Return

Trigger

Inputs

Action

Customer ends rental

Bill of Lading (BOL), email notification, contact list

Fleet/portal logs return notice

2. Vehicle Arrival The truck arrives at the dealer or service location via transport or customer drop-off with a BOL. Inspect the truck and body If body is full of trash reject the truck from being returned Action: Check-in process is completed within 24 hours of arrival If a customer drops off a truck without a BOL: Check for a full load of trash If body is full of trash reject the truck from being returned If the truck is empty, contact BTR service to let them know the truck has arrived Action: Check-in process is completed within 24 hours of arrival

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3. Rental Return Inspection

STANDARDIZED BTR INSPECTION: Conducted through the GoCanvas app, including: Photos .1 Inspection checklist .2 Damage/condition reports .3 SUPPORTING TOOLS: Tire Gauge Tire Air Gauge Brake Gauges Disc Brake Gauge th 5 Wheel Kingpin Inspection Tool Mobile Apps KEY EXPECTATIONS: Clearly document the truck’s condition in the app .1 Provide detailed, well-labeled photos .2 Ensure inspection notes are complete and easy to understand .3

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4. Repair Instructions Issued 1.

Repair List Generation The repair list is generated through the Dealer portal A quote may be required if requested

2.

Dealer Responsibilities Review the repair list Complete all assigned repairs Repair Timeline

3.

Average time to complete repairs: 10 days Timeline includes Weekends & holidays Truck time at chassis shop Tire vendor installation time

Minimum Truck Conditions Requirements To ensure safety, reliability, and compliance, all trucks must meet the following minimum conditions before being placed into operation: FLUIDS Engine oil, coolant, hydraulic fluid, washer fluid, and power steering fluid topped off and free from leaks TIRES AND WHEELS Proper tread depth, no visible damage, and inflated to manufacturer specifications Check for proper torque on lug nuts Document any mismatched rims EXHAUST SYSTEM Secure, no excessive leaks or damage BATTERY & ELECTRICAL Battery terminals and disconnect switch connections clean and tight No exposed or frayed wiring Disconnect switch operational 20

SUSPENSION & STEERING: No excessive play, leaks, or broken components Driveline free of excess play; carrier bearings in good working order BRAKES Service and parking brakes are fully functional No air or hydraulic leaks WINDSHIELD & WIPERS Glass free of cracks Wipers in working condition Washer system functional MIRRORS Secure, properly adjusted, and free of cracks or damage BODY & FRAME No unsafe damage to frame, cab, or body Doors and latches are secure SAFETY EQUIPMENT Fire extinguisher, triangles, first aid kit (Canada only), horns, reverse camera, and required PPE present and serviceable CLEANLINESS Registration and inspection stickers up to date and stored in the vehicle License plate properly installed with a valid registration sticker; verify registration matches plates DOCUMENTATION & LICENSE PLATES Registration and inspection stickers up to date and stored in the vehicle License plate is properly installed with a valid registration sticker; verify registration matches the plate BODY FUNCTIONS All body functions tested; lockouts working properly All components function within OEM cycle times No excessively worn parts or safety hazards (e.g., frayed roll-off cable) AUTO-GREASERS Reservoir full and system functional Repair or replace any damaged lines or fittings

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Required Tools for Truck Inspection TIRES & WHEELS Tire tread depth gauge (measures in 1/32") Tire air pressure gauge (up to 150 PSI) Torque wrench (for checking lug nuts) Pry bar or tire iron Marker or chalk (for marking tires or parts) BRAKES & SUSPENSION Drum or disc brake gauge 5th wheel kingpin tool (PN 1775175-00-A) for terminal tractors ELECTRICAL & LIGHTING Multimeter for electrical checks Flashlight Inspection mirror UNDERBODY & LIFTING Creeper for underbody inspection Floor jack or hydraulic lift SAFETY & PERSONAL GEAR Gloves, safety glasses, and steel-toe boots DOCUMENTATION & NOTES Tablet or smartphone with the GoCanvas app Notebook or digital note-taking backup CLEANING & MAINTENANCE Cleaning supplies Power washer KNOWLEDGE & CERTIFICATION Knowledge of chassis and body functions DOT/MVI annual inspector certification (where required) 22

Tool Appendix

TIRE TREAD DEPTH TOOL IN 32'S

BENDIX ADB PAD GAUGE (K109114)

AIR PRESSURE GAUGE 0-150PSI

BRAKE SHOE GAUGE

5TH WHEEL KINGPIN TOOL (PART NUMBER (1775175-00-A)

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5. Execute Repairs Dealer to complete authorized repairs. Status updates will be provided in the dealer portal: Daily updates if the vehicle is at your shop If at a chassis/other dealer, they update you on the repair, and you record those updates in the BTR portal

6. External Work/Vendor Management Dealer coordinates with outside vendors for tires, bodywork, or specialty repairs BTR approval required before any outside work; dealer communicates requests to BTR, who then coordinates directly All vendor invoices and notes are captured in the dealer portal for visibility

7. Progress Updates Daily repair status needs to be shared through the portal We have visibility of the work in progress What jobs are you on and ETA on parts How long will the repair take (ETC)

8. Repair Completion & Closure Dealer confirms repairs complete day of Case is reviewed, final work order verified, and PO issued Invoices should be submitted within 30 days of completion and repairs

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9. Invoicing Dealer send invoices to Service@bigtruckrental.com Invoices are consolidated into monthly statements and sent to ap@bigtruckrental.com

10. Payment Processing Invoices are paid according to terms Records stored for audit, reporting, and future reference

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Storage of Trucks PARKING & LOCATION Each unit must be parked in the designated, agreed-upon spot SCHEDULED CHECKUPS/STARTUPS Periodic truck checkups and startups will be assigned as tasks Invoice the task immediately upon completion TRUCK MOVEMENT RULES A truck may only leave the yard with a valid Bill of Lading (BOL) The driver must have the BOL in hand before departure All BOLs must be properly signed

Truck Storage Quick Reference

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DO

DON’T

Park trucks in the assigned spot Complete scheduled checkups/startups and invoice tasks immediately Ensure all Bill of Ladings (BOL) are signed and available before truck leaves the yard

Release a truck without a valid Bill of Lading (BOL) Allow the driver to leave the yard without a signed BOL in hand Release the truck/trailer without verifying the VIN matches the BOL

DEALER SCORECARD

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Dealer Scorecard The dealer scorecard helps us evaluate and celebrate the strength of our partnership with each dealer, ensuring we continue to grow and succeed together.

5-star grading system breakdown: Communications Days in the shop Quality of Inspection Timeliness of Inspection

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Rental Return Dealer Scorecard Communication Scoring 5 STAR Provides quality updates inside the portal without being asked Updates gave clear visibility into the status of repairs at any time Not acceptable 5-star: Vague updates like “unit in shop” “Repairs completed expect for _” (unit is not complete if repairs are pending) Advising “parts ordered” without ETAs or asking for sourcing support Note: Quick turnaround jobs completed in under 3 days qualify for 5 stars even if no portal updates were entered 4 STAR Updates provided in the portal, email, or Decisiv/Assist Communication gave a clear understanding of repair status All 5 star criteria apply, except portal use is not mandatory 3 STAR Updates were provided in some manner, mostly without being asked Responses were timely Overall, repair status was reasonably clear 2 STAR Updates provided only when prompted Responses were timely enough to provide general knowledge of repair status 1 STAR Updates provided only when asked Responses were not timely We had little to no understanding of repair status

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Rental Return Dealer Scorecard Timeliness 5 STAR Inspection completed within 1 day (24 hours) of unit arrival at the rental return facility 4 STAR Inspection completed within 2 days (48 hours) of unit arrival 3 STAR Inspection is completed within 3 days (72 hours) of unit arrival 2 STAR Inspection is completed within 4 days (96 hours) of unit arrival 1 STAR Inspection took longer than 4 days (96+ hours) from unit arrival

Important Notes OVERNIGHT DROP-OFFS OR LATE ARRIVALS Units arriving within 3 hours of shop closing are counted as arriving next business day Units dropped off after hours on Friday are counted as Monday arrivals TRAINING RELATED DELAYS: Units held for BTR training (e.g., inspections delayed to train new techs or for inperson BTR training) will not be tracked until training is complete.

HOLIDAY ARRIVALS

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Units dropped off on a holiday or within 3 hours of closing before a holiday are counted as arriving the next business day If the unit arrives before that 3-hour window, the holiday counts toward inspection time

Rental Return Dealer Scorecard Days in Shop 5 STAR Unit completed in 1-7 days 4 STAR Unit is completed 8-9 days 3 STAR Unit is completed in 10-12 days 2 STAR Unit is completed in 13-14 days 1 STAR Unit is completed in 15+ days

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Rental Return Dealer Scorecard Quality of Inspection 5 STAR Clear, high quality pictures provided All damaged items identified All inspection questions were answered thoroughly and accurately 4 STAR Good, clear pictures provided Most inspection question were answered well Only a few items are missing 3 STAR Pictures provided, but not consistently clear or complete Inspection question were answered, but with limited detail or quality 2 STAR Poor inspection quality Few usable pictures Some inspection questions were answered, but many incomplete 1 STAR Very poor inspection No usable pictures None of questions answered

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Rental Return Dealer Scorecard Timeliness of Inspection Completion 5 STAR Inspection completed in under 24 hours 4 STAR Inspection completed in 24-48 hours 3 STAR Inspection completed in 48-72 hours 2 STAR Inspection completed in 72-96 hours 1 STAR Inspection took longer than 96 hours (4+ days)

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RESOURCES

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Q&A Reference Page 1. Is it okay to resync my device before finishing the inspection? a. No. Do not resync your device until you have completed your full inspection.

2. I am unable to send inspection? a. Ensure you are connected to WIFI

3. Missing details on the inspection? a. Sync your device for the most current updates prior to starting a new inspection

4. I am having trouble logging into the portal a. Save the webpage to reference b. Username is your email c. Set your password and ensure you save it so you can easily login when needed 5. Who do I contact for transportation needs? a. Please contact BTRs fleet team: fleet@bigtruckrental.com

6. Who do I contact for truck rental leads? a. Please contact the BTR sales team: BTRSales@bigtruckrental.com

7. Who do I contact for maintenance questions? a. Please contact the BTR maintenance team: BTRService@bigtruckrental.com

How-to Videos 1. How to check tread depth: https://youtube/SvyJ1Mc0x5w 2. How to do the CDL air brake test/3-step: https://youtube/WJ6mQi9ELmw 3. Bendix ADB Pad Gauge Measurement: https://youtube/bLjAnAJAuK4?si=jx2JwE-sOFhPvGnZ 4. Measuring a Brake Shoe in a Drum Brake: https://youtube/0CdkwT33Ukk 5. Fontaine Fifth Wheel Set-up and Adjustment: https://www.youtube.com/watch?v=Ublwfzl7rgk 6.How to fill a Groeneveld Greasing system: https://youtube/e0YVBFfAOHc

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