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Support Options

Our customer support is here to provide you with expert help with your towXchange products and services. You can contact us directly by email and phone, or use our online support resources.

Online Support

Support issues can be submitted online and will be addressed promptly during our support hours from 9 - 6 ET, M - F. To submit an online support request click here.

Online and phone support are handled with equal priority, providing you the convenience of online support with prompt response.

Phone Support

Our standard, toll-free telephone support is available to all customers between 9 and 6 ET, M - F (excluding holidays).

Our support center can be reached at 866-800-8677, Opt 1.

After-Hours Support

Business Critical after hours support is available through our on-call support staff, which can also be reached at 866-800-8677, Opt 1. Non-Critical support request are invoiced at $100/hr (minimum one hour).

Training and local network support issues are chargeable events. Keep in mind that non-critical issues and requests can be emailed or submitted online at any time and will be reviewed the next business day.

Email Support

Support issues and requests can be submitted via email and will be addressed promptly. Our support staff will contact you by telephone or email during normal business hours regarding your issue.

Support issues should be emailed to support@towxchange.net.

Training

Our customer training team is here to provide you and your team with expert training on your towXchange products and services.

Free Web Based Training

To support the training needs of our customers, we offer regularly scheduled Internet based training for Call Taking and Dispatch. We understand that our customers have training needs associated with turnover and on-going education and offer this service to better support our customers. This Internet based training is a free benefit from towXchange.

Premium On-site Training

Get the most from your software by providing your staff with professional onsite training. Contact our Sales and Support center for more information and to schedule a training seminar at your location.

Common TOPS Questions

All your questions answered in one place.


What single tool can I use to automate our auto pound operation?

TOPS is a comprehensive application used by municipal and private auto pounds to manage every aspect in a transparent, accountable and efficient way.

How can I use TOPS to take the load off my call / dispatch desk?

TOPS Public Search allows the general public to locate their vehicle on the City's web site or a vanity site created specifically for the auto pound, provides a map and directions to that pound as well as any other information the City would like to pass on, including the current accrued charges, if desired.

How can images help my impound lot operation?

TOPS Images assigns pictures or scans of documents to a call record, easily accessible to the user, to provide everything from proof of damages, easy access to police impound data and a possible near-paperless solution. Most new cameras time and location stamp so TOPS can pin point both the time and location the picture was taken. This helps considerably with fraudulent claims that damage was caused while in the auto pound.

How can I ensure the correct vehicle is impounded and released?

TOPS has a built-in VIN decoder which verifies the VIN is correct as well as making sure the subsequent DMV information is accurate so notifications can be sent appropriately. Late model VINS can be barcode scanned into the system. By giving an attendant a copy of the release report, verification of the vehicle can be done prior to the vehicle leaving the pound.

How do I manage multiple "holds" put on vehicles in the pound?

TOPS keeps track of multiple holds and time stamps releases. It also knows whether storage can accrue during holds or not, keeps track of reasons as well as contact information for hold release info. It does not allow vehicles to be released that are on hold and provides comprehensive reports on vehicles on hold. TOPS Images can store the release in the call record for added accountability.

How do we avoid quoting the incorrect price over the phone?

TOPS can be set up to populate the pricing screen automatically with the appropriate charges and storage is calculated based on the regulations in place at that time based on the time stamps of actions within the call. This can get extremely complicated when considering investigative holds. An accurate estimate can be given at any time, either electronically or over the phone.

What kind of information can I get from TOPS to help me run the impound lot more efficiently?

TOPS comes with multiple standard reports. The "dashboard" helps managers know what is going on at any given time of the day. Reports can be created for every data point and any report can be exported to Excel and manipulated from there.

How do I keep track of bidders and deposit requirements, etc.?

TOPS logs bidders who can sign in very easily using the license swipe. It records the required deposit and as soon as winning bids are input into the system, either in the office or remotely by the auctioneer, a statement to checkout the bidder can be generated. In states where additional fees and taxes have to be charged, these charges are automatically added to each bidder's statement appropriately.

Common Municipal Questions

All your questions answered in one place.


We are thinking about outsourcing our towing management - can TOPS help?

TOPS products are used by the largest towing management company in the world, as well as collectives of local towing companies and municipalities, to assist them in helping cities outsource their towing dispatch/management. Our applications provide real-time accountability and transparency so the City has complete oversight and insight without having to manage the managers.

How do I control multiple auto pounds?

TOPS municipal gives access to call status, inventory and call details to authorized personnel. This allows a comprehensive search function, the ability to manage investigative holds put on vehicles as well as possible remote access to images and details of people who have visited the vehicle, for example.

How does the citizen know where to go if we have multiple pounds?

TOPS public search is the perfect tool for directing citizens to their vehicle. It can inform them of any investigative holds and what charges to expect as well as permissible payment methods. This helps mitigate surprises at the impound lot and the possible need to make multiple trips.

Is there a source for best-practices with regards to auto pound management?

towXchange has been the premier provider of automated towing dispatch/operations and auto pound management solutions for many years. Its staff and executive team collectively has hundreds of years experience in auto pound management, municipal contracts and has seen just about every scenario possible.

What is wrong with using the dispatch tool provided by our CAD provider?

CMA, whether integrated into the City's CAD system or not, starts with the officer's request for a tow. All aspects of dispatch from there are automated - the communication, acceptance, call status and completion, whether taken to the auto pound or not, are time stamped and user stamped.

How do I keep track of tows that do not go to the City auto pound?

TOPS municipal not only gives access to tows taken to the pound but also those taken "private". A constant frustration to the general public because of over-charging, all call details are accessible for any police-directed tow even after the tower changes the customer to a body shop, for example. This transparency stops complaints to the City immediately. Also, all towing requests are accounted for to prevent Internal Audits from claiming vehicles might have been impounded and released without being accounted for.

How do I reduce phone or face time to create efficiencies at the window?

TOPS provides the ability to search every data point of the call record. Locating the vehicle for the citizen is quick and simple. By scanning the license of insurance adjusters or others who visit the vehicle, accurate information is acquired that is accessible for investigative purposes as well as consistently input to allow integration with municipal records systems.

How do I make sure all the funds received are deposited in the bank or sent to the City Treasurer?

TOPS was created to manage multiple auto pounds remotely. A very important part of that is to make sure money received makes it to the bank. Internal Auditors love the controls inside TOPS!

Is there a way to automate the notification of private property non-consent tows?

TOPS PPI enables authorized private towers to report towing of abandoned vehicles to the City electronically and gives the citizens the ability to locate their vehicle using TOPS Public Search and additional information necessary to release the vehicle. It is then possible for the City to use those notifications to automatically check citation and stolen-car databases prior to allowing the tower to release the vehicle.

CONTACT

Give us a ring

Toll Free: 866-800-8677
Local: 423-664-1300
Mon - Fri, 9:00a-5:00p ET

Support

866-800-8677
Mon - Fri, 9:00a-6:00p ET
support@towxchange.net

Postal

P.O. Box 5695
Chattanooga, TN 37406