inForm Safety — Storyboard Guide

Customers call with questions about their safety data, their ISS scores, and how to access the tools that help them stay on the road. inForm Safety is the product behind those answers — and knowing how it works makes you the expert on the other end of the line. In this module, you’ll learn what inForm Safety does, why carriers depend on it, and exactly how to handle every type of inForm call that comes your way.

By the end of this module, you’ll be able to: explain what inForm Safety does and why carriers use it. Identify the key data points in the inForm dashboard — ISS score, BASICs, and inspections. Route inForm calls correctly — existing users, new customers, and non-PrePass callers each go somewhere different. Walk a customer through the access setup process. And set accurate expectations on data sources, refresh timing, and report formats.

inForm Safety is an online reporting and visualization tool that comes included — at no extra cost — with every PrePass and PrePass Plus subscription. It takes complex government safety data from the FMCSA and turns it into dashboards that carriers can actually use. The core purpose? Help carriers understand and improve their Inspection Selection System score — their ISS score. That’s the number that determines whether a truck bypasses a weigh station or gets pulled in for inspection. A better ISS score means more bypasses, less downtime, and happier drivers.

Let’s talk about the ISS score, because it’s the reason inForm Safety exists. The Inspection Selection System score is set by the FMCSA and it determines whether a truck gets a green light to bypass a weigh station or a red light to pull in. A poor ISS score means more pull-ins — which means lost time, missed deliveries, and frustrated drivers. For carriers, improving that score isn’t optional — it directly affects their bottom line. inForm Safety shows them exactly what’s driving their score so they can take action.

The ISS score is built from data across seven categories called BASICs — Behavior Analysis and Safety Improvement Categories. These are: Unsafe Driving, Crash Indicator, Hours-of-Service Compliance, Vehicle Maintenance, Controlled Substances and Alcohol, Hazardous Materials Compliance, and Driver Fitness. The FMCSA calculates these from roadside inspections, crash reports, and violations over a rolling 24-month window. Lower scores are better. You don’t need to memorize all seven — but knowing they exist helps you understand what a customer means when they say “my Vehicle Maintenance BASIC is too high.”

Here’s what inForm Safety looks like in practice. Beneficial Cartage couldn’t participate in bypass programs because their ISS score was too high. They used inForm Safety to uncover three specific root causes — and built a roadmap to bring their score down. Sharptown Trucking compared their hours-of-service violation trends with internal dispatch records and discovered that drivers were already behind schedule when they left the yard. That led to management-level corrective actions. And Donamy Transportation — a fleet with a strong safety record — used inForm’s visual tools and Google Earth photos to run driver meetings without confusing government jargon. Three different fleets, three different problems, all solved with the same tool.

You don’t need to be a safety expert. But understanding what inForm Safety does helps you speak the customer’s language. When a carrier mentions their ISS score, their BASICs, or their inspection trends — you’ll know what they’re talking about. And that confidence comes through on the call.

Let’s take a quick tour of what a carrier sees when they log into inForm Safety. You won’t be navigating this system yourself — it’s a customer-facing portal. But knowing the layout helps you answer questions and set expectations when someone calls in confused about what they’re looking at.

The first thing a carrier sees is the Company Snapshot. This has three panels: the ISS Score with its last-updated date, a Fleet Summary showing vehicle count, driver count, inspections, and out-of-service rates, and an Inspections Summary covering total inspections, violations, and OOS events over the last 24 months. Below that is a CSA BASICs bar chart — all seven categories at a glance — and a 24-month trending view that shows how violations are weighted over time. This is the screen customers are usually looking at when they call with questions.

One of inForm Safety’s most powerful features is the geographic heat map. It shows color-coded violation intensity across the country — and carriers can drill down from the national level all the way to a specific state, county, or interstate highway route. It integrates with Google Maps and satellite views, and includes filter controls for date range, violation type, category, and state. This is the feature that lets a safety manager walk into a meeting and say “we have a problem on I-81 in Virginia” instead of wading through spreadsheets. If a customer mentions heat maps or geographic data, this is what they’re talking about.

The Data Insights section gives carriers a detailed view — every inspection from the last 24 months, sortable by inspection site. They can export data to local files, XML, or CSV. And there’s a subscriptions feature that lets carriers set up automated email reports — daily, weekly, or monthly. Each DOT can have up to 50 subscriptions, and reports come in PDF format only. The data gets refreshed right before each send. If a customer asks about setting up subscriptions or changing their report schedule, this is the feature they’re referencing. You can explain the basics, but if they need help navigating the portal, that goes to Second Level Support.

Here’s something that will save you on calls. Customers sometimes say their data looks wrong or out of date. There are two main data sources, and they refresh on different schedules. Inspections and violations come from SAFER — that data gets a full upload nightly with incremental updates every 15 minutes. Crash data comes from the FMCSA and is uploaded monthly. Also, inspection reports in the Industry Portal show data at the account level, but inForm Safety displays at the DOT level — so the numbers may look different even if they’re both correct. If a customer says “my data doesn’t match what I see on the FMCSA website,” these timing and scope differences are usually why.

When a customer calls about inForm Safety, the first thing you need to figure out is which of three buckets they fall into — because the routing is different for each one. Bucket one: an existing inForm user who has questions about their data or the platform. Bucket two: an existing PrePass customer who wants inForm Safety access but doesn’t have it yet. And bucket three: someone who is not a PrePass customer at all, but is asking about inForm. Let’s walk through each one.

If an existing inForm user calls with questions about their data, their dashboard, or anything related to how the platform works — transfer them to Second Level Support at extension 1925047. You are not expected to troubleshoot inForm data. Acknowledge their concern, provide context if you can — like the data refresh timing we just covered — and route to the team that specializes in it. Think of it this way: you’re the expert on getting the customer to the right place. Second Level is the expert on the data.

This is the call type you own. An existing PrePass or PrePass Plus customer wants inForm Safety access. Here’s the process, step by step. First, verify eligibility — they need an active PrePass account. Remind them that inForm Safety is included at no additional cost. They’ll need to accept the End User License Agreement. Second, verify authorization — confirm the requester is an authorized Safety User for the DOT. If they already have a PrePass.com username, inForm access can be enabled on that same account. Third, collect three pieces of information: their email address, their first and last name, and their DOT number. And fourth, email that info to [email protected]. Phoenix Ops handles the actual setup from there. Set the expectation: “Our operations team will get your access set up, and you’ll receive a confirmation email.”

If someone who is not a PrePass customer calls asking about inForm Safety, transfer them to Inside Sales. English-speaking callers go to extension 1925037, and Spanish-speaking callers go to extension 1925012. Sales will discuss PrePass subscription options and handle the conversation from there. You can let the caller know that inForm Safety is a feature available to PrePass subscribers — and that our Sales team can walk them through their options.

Here’s your quick reference — keep this handy. Existing inForm user with data questions: Second Level Support, extension 1925047. Existing PrePass customer wants access: you handle intake, then email [email protected]. New customer, not on PrePass: Inside Sales, extension 1925037 for English or 1925012 for Spanish. Three call types, three clear paths. When in doubt about whether someone is an existing user or a new access request, ask: “Do you currently have inForm Safety access on your PrePass account?”

Scenario one. A PrePass customer calls and says “I heard you have a safety reporting tool — how do I get it?” This is your setup call. Explain that inForm Safety is included with their subscription at no extra cost. Verify they’re an authorized Safety User for the DOT. Collect their email, name, and DOT number. Email that info to [email protected]. And close with: “Our operations team will set up your access and you’ll receive a confirmation email.” This is also a great opportunity to sell the value: “inForm Safety gives you dashboards and visualizations of your fleet’s inspection and violation data — it’s a great tool for understanding your ISS score and coaching drivers.”

Scenario two. An existing inForm user calls and says “my violation data doesn’t match what I see on the FMCSA website” or “some of my inspections are missing.” Acknowledge the concern — don’t dismiss it. If it feels appropriate, you can share context: inspection and violation data refreshes every 15 minutes from SAFER, crash data updates monthly from the FMCSA, and the Industry Portal shows account-level data while inForm shows DOT-level data, so the numbers may naturally differ. Then transfer to Second Level Support at extension 1925047. They have the tools to investigate. The key rule here: acknowledge, provide context if you can, and route. Do not try to troubleshoot inForm data yourself.

Scenario three. An inForm user asks about setting up or changing their automated email reports. Here’s what you can tell them. Subscriptions send automated data queries to their email on a daily, weekly, or monthly basis. Each DOT can have up to 50 subscriptions, and they’re deletable anytime from within the portal. Reports come in PDF format only, and the data is refreshed right before each send. Most customers can manage subscriptions themselves through the portal. But if they need help navigating or are running into issues, transfer to Second Level Support at extension 1925047.

Scenario four. A caller who isn’t a PrePass customer asks about getting inForm Safety for their fleet. This is a warm lead for Sales. Let them know that inForm Safety is available to PrePass subscribers as a value-added feature, and transfer them to Inside Sales — extension 1925037 for English, or 1925012 for Spanish. Sales will take it from there. Keep it brief, keep it positive: “That’s a great tool — let me connect you with our Sales team so they can walk you through the options.”

An existing inForm user calls and says their violation data doesn’t match what they see on the FMCSA website. What do you do?

A) Try to troubleshoot the data discrepancy yourself
B) Transfer to Second Level Support at extension 1925047 ✓
C) Tell them inForm data is always correct and FMCSA may be outdated
D) Transfer to Inside Sales

That’s right. Data questions from existing inForm users always go to Second Level Support at ext 1925047. You’re not expected to troubleshoot inForm data — acknowledge, provide context if you can, and route correctly.

What does inForm Safety help carriers understand and improve?

A) Their toll payment history
B) Their Inspection Selection System (ISS) score ✓
C) Their PrePass transponder signal strength
D) Their fleet fuel efficiency

Exactly. inForm Safety is built around the ISS score — the FMCSA metric that determines whether a truck bypasses a weigh station or gets pulled in. It visualizes the inspection, violation, and BASICs data that make up that score.

A PrePass customer wants inForm Safety access. What three pieces of information do you need to collect?

A) Account number, DOT number, phone number
B) Email address, first/last name, DOT number ✓
C) Company name, fleet size, ISS score
D) Username, password, account number

Right. Phoenix Ops handles setup — they need the customer’s email address, first and last name, and DOT number. You email this info to [email protected] and let the customer know they’ll receive a confirmation.

True or False: inForm Safety is an add-on product that costs extra on top of the PrePass subscription.

A) True
B) False ✓

False. inForm Safety is a value-added feature included at no additional cost for PrePass and PrePass Plus customers. This is a great talking point — make sure customers know it’s already part of what they’re paying for.

A caller who is NOT a PrePass customer asks about getting inForm Safety for their fleet. What’s the correct action?

A) Collect their info and email [email protected]
B) Tell them inForm is only for existing customers and there’s nothing you can do
C) Transfer to Inside Sales (English ext 1925037, Spanish ext 1925012) ✓
D) Transfer to Second Level Support at ext 1925047

That’s right. Non-PrePass callers interested in inForm go to Inside Sales, who will discuss PrePass subscription options. English: ext 1925037, Spanish: ext 1925012. It’s a warm lead — hand it off positively.

Let’s recap. inForm Safety is a free reporting tool for PrePass customers that visualizes fleet safety data and ISS scores. The ISS score drives bypass eligibility — poor scores mean more weigh station pull-ins. Seven BASICs categories, rolling 24-month data window. For routing: existing users with data questions go to Second Level Support at extension 1925047. Existing PrePass customers wanting access — you handle intake and email [email protected]. Non-PrePass prospects go to Inside Sales at extension 1925037 or 1925012. For setup, you need three things: email, name, and DOT number. Phoenix Ops does the rest. You now know what inForm Safety does, why carriers rely on it, and exactly how to handle every type of inForm call that comes your way. When a customer asks about their safety data — you’ve got this.