For HSS ProService suppliers
Be better.
Win more.
We're putting our technology to work for your business: faster payment, less chasing, one clear version of every job, and more orders for the suppliers who deliver. Here's what's coming, what we need from you, and what you get.
We are leveraging our technology to help your business succeed. Over the next six months, every supplier conversation moves into the supplier portal, your single version of the truth on every job. A new AI-assisted mediator, monitored by HSS throughout, speeds up the flow of information between you and our customers until each issue is resolved. The result is quicker invoice approval and payment, far less chasing from multiple people and channels, and a clear record of everything you do well.
From April, quality counts alongside price. We are switching on a new allocation algorithm that adds a quality measure to the fulfilment flow, so the suppliers who engage will be offered more orders.
AI speeds up the service and the flow of information. It does not replace people: HSS stays involved, monitoring every conversation and supporting you at each step.
Below is the route, stop by stop. Open any stop to see what it is, what we need from you and what you get.
01What we give you to win
We take the friction out.
Every supplier conversation moves into the supplier portal, your single version of the truth. The AI-assisted mediator speeds up the flow of information between you and our customers, HSS monitors every conversation, and a person steps in whenever needed.
- 1
Customer emails in
In their own words, about a failed collection, delivery, damage or charge.
- 2
It reaches you as a clear question
In your supplier portal, with the order details attached.
- 3
You answer in the portal
Within 24 hours. Your answer goes back and our records update.
- 4
An HSS person steps in
Automatically, if the customer is unhappy or the issue is ours. HSS colleagues also monitor all conversations.
02The route
Built for suppliers who deliver.
Below is the route, stop by stop. Open any stop to see what it is, what we need from you and what you get. Dates are the week commencing.
NowLive and rolling
- What it is
Send PODs, POCs and ETAs to one dedicated mailbox. As long as the email includes key details such as our PO number, it is attached to the right contract automatically. Your HSS contact will already have been in touch with most of you.
We needETAs before delivery and collection, PODs on the day of delivery, POCs on the day of collection. These become mandatory by 31 March 2027. We will help you find the easiest way, but suppliers unable to meet this will be placed on hold.
You getOur records stay current, so invoices are approved and paid faster. Far less chasing across channels, and if you automate the emails, much less manual uploading.
AutomationYou can automate these documents and ETAs to us today. If your hire system can send us these emails, redirect them to documents@hss.com, we'll ingest them for you, no clicks or login required to boost your score.
- What it is
We are matching our product codes to yours, using your stock code and description. Orders we send will reference your product and code, which helps new starters on your side, and the POD, POC and invoice data you send back becomes much easier to match.
We needSend us your products matched to ours. Your HSS contact will be asking if they have not already, and can support you if you reach out.
You getEasier automation of PODs and POCs, simpler invoice matching to support payment, and easier training for new starters because your information sits alongside ours, with less ambiguity and fewer mistakes.
NextOctober to December
- What it is
The mediator is built into our new AI email flow. It reads unstructured customer replies and, where relevant, turns them into a clear message to you. You answer in the supplier portal and your response goes back to the customer through the mediator until the issue is concluded. We set how many exchanges happen before a person joins, and a person steps in automatically if the customer sentiment turns negative or the issue is with HSS rather than the supplier. As each use case goes live, you will be communicating with the end customer through the mediator, in a controlled environment where HSS monitors every conversation and supports you.
We needConsidered replies as quickly as possible, and always within 24 hours (weekends excepted).
You getClear, structured questions in one place instead of raw customer emails, with HSS stepping in when it should.
- What it is
The first use case to go live on the mediator. Failed collections are accepted only when uploaded to the supplier portal with all the relevant information, and they go straight to the customer. If the customer queries or challenges, it comes to you on a new portal page (separate comms to follow) to add information or respond. The mediator understands the outcome and updates our systems, and a person steps in if needed.
We needUpload every failed collection to the portal. Answer questions quickly, and always within 24 hours.
You getThe sooner it is resolved, the more likely invoices match and the kit is back on hire or collected. We are also emailing customers 48 hours before every off-hire with a chance to extend, which should mean fewer failed collections.
AutomationYou can automate failed collection notifications to us today. If your hire system can send us these emails, with evidence of the failed collection, redirect them to documents@hss.com. We'll ingest them for you - no clicks or login required.
- What it is
Breakdowns are reported in the portal today, but with little follow-up or detail. The new module pauses charges until the cause is understood, adds statuses you update that drive customer communication, and records outcomes with paperwork. The outcome affects the pause: user error cancels it, while a machine that has been off line for a period keeps it.
We needUpdate as you go: when the customer has been contacted, when an engineer is going out, and the outcome. There will be SLAs, measured from the updates you send.
You getLess chasing from lots of sources, and one version of the truth. Breakdowns as a percentage of the live file, and within the first 24 hours of hire, become a key KPI.
AutomationAutomation will be available for the breakdown process. If your hire system can send us emails with updates on the breakdown such as engineer attendance ETA or breakdown resolution, we'll ingest these and update the site contact directly, saving you time and requests for updates.
- What it is
There is currently no way to record a failed delivery through the supplier portal. You will be able to upload the information with evidence, it goes straight to the customer, and any response comes back to you through the mediator.
We needUpload all failed deliveries on the portal, not by email. Reply to messages quickly, always within 24 hours.
You getOne of the only things still done outside the portal, so it is harder to see what is happening. This streamlines the information and gives a clear outcome.
AutomationAutomation will be available for the failed delivery process. If your hire system can send us these emails, with sufficient evidence of the failed delivery, redirect them to documents@hss.com. We'll ingest them for you - no clicks or login required.
- What it is
Very similar to the failed delivery and collection flows. You upload all required damage information, it goes straight to the customer, and any queries or concerns come back to you through the mediator.
We needA response as quickly as possible and within 24 hours, as with the other flows.
You getQuick resolution and confirmation, so invoices are processed and paid smoothly.
AutomationAutomation will be available for the damage charge process. If your hire system can send us these emails, with sufficient evidence of the damage, redirect them to documents@hss.com. We'll ingest them for you - no clicks or login required.
LaterJanuary to April
- What it is
The same process as damage and failed collection, but for loss.
We needThe same as the other flows: upload everything required and respond within 24 hours.
You getThe same: quick resolution and confirmation, with invoices processed and paid smoothly.
- What it is
A customer, or HSS, can put an item to loss at the point of off-hire, which stops you trying to collect it. You will be sent the off-hire and loss notification and asked to submit the loss notification, which then follows the process above.
We needAction it promptly. It will be obvious when this has been sent that a loss notification needs creating, so please make sure it is done in a timely way.
You getStops wasted journeys and cost, and speeds up the recovery process.
- Automation
Suppliers unable to meet the requirement will be placed on hold. Get ahead now and automate this process. Read more on how to automate these documents below.
- What it is
The same process: submit through the supplier portal, the mediator picks up any customer questions, and they are answered and resolved.
We needUpload charges in good time and respond to customer questions.
You getQuick resolution and confirmation, so invoices are processed and paid smoothly.
- What it is
Like POD and POC, but for the relevant compliance documents. They are requested on order and, if you send them to the dedicated email address, we can pick them up and attach them.
We needCompliance documents on all orders. This will become mandatory, and we will work with you to find the easiest way to do it.
You getDocuments attached to the right order automatically, with less chasing at the point of delivery.
AutomationAutomation will be available for compliance documents. If your hire system can send us these emails with your compliance attached (LOLER, PUWER, Pre Hire Inspection's), redirect them to documents@hss.com. We'll ingest them for you - no clicks or login required to boost your score.
- What it is
This is the big one. In April we switch on the new algorithm that adds a quality measure to our fulfilment flow. Your quality score sits alongside your price to decide your place in the queue for every order. We are also adding alternative products and dates within the flow.
We needEngage with everything above, starting now. Your score comes from the metrics on your dashboard, so build the habits before the algorithm goes live.
You getA real chance to earn more business by being better, not just cheaper.
03How you build your score
Every good job now counts.
Your quality score is built from things you already do every day. Do them well, do them on time, and they work for you.
Step one
Send ETAs, PODs and POCs on time
Email them to documents@hss.com with our PO number. They attach to the right job automatically.
Counts: POD · POC · ETA
Mandatory by 31 March 2027
Reply within 24 hours
Considered answers to customer questions in the portal, weekends excepted.
Counts: message response time
Keep breakdown statuses updated
When the customer is contacted, when an engineer is going out, and the outcome.
Counts: breakdowns
Stand by the orders you accept
Once you accept an order, deliver it.
Counts: rejected after accepted
04How orders will be allocated
Price still counts. Now quality will too.
It also rewards the suppliers who engage. From April, we switch on the new allocation algorithm that adds a quality measure to the fulfilment flow. Quality and responsiveness will count alongside price when we allocate orders.
Your price
What you charge, as now
+plus
Your quality
How well you do the job
=equals
Who gets the order first
Your place in the queue
What goes into your quality score
Six things already on your dashboard
POD
Proof of delivery, sent on the day of delivery.
POC
Proof of collection, sent on the day of collection.
ETA
Sent before every delivery and collection.
Breakdowns
Statuses kept updated: contacted, engineer out, outcome.
Rejected after accepted
Once you accept an order, deliver it.
Message response time
Considered replies, always within 24 hours.
Get ahead now
Start building your score today.
The new way rewards the suppliers who engage. Four things to do now:
Check your score on your supplier dashboard and see where you stand.
Send your ETAs, PODs and POCs to documents@hss.com with our PO number.
Share your product matching so orders and invoices line up.
Get your team watching the portal from w/c 26 October, ready to reply within 24 hours.
Owners decide. Office and transport teams make it happen. Make sure whoever sends your paperwork and answers customers has seen this page.
Your HSS contact
Please reach out to your category manager
We would rather help you in than have you struggle
Quick answers
What suppliers ask.
01 · How it works