Good afternoon, Gerard.
Support Desk
Disputed charges and billing. Advises you
Licence Check
Validations and renewals. Advises you
The 17:00 Kona swap is staged for Jordi.
Jordi's Zoe is at 31% and won't charge before his 17:00 booking. The Kona is free at the same station, same slot, two bays over. On your approval, Lanterne cancels the old booking and rebooks the Kona on Jordi's own account, then emails him the change. Nothing posts until you approve.
Hi Jordi, your Zoe at Mataró Centre wasn't going to charge in time for your 17:00, so we've moved you to the Kona at the same station, same slot, two bays over. It's on your account already, nothing for you to do. Enjoy the trip.
How Lanterne got here
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Read the Zoe's charge from INVERS: 31%, not charging since 8:40 AM, short of the range the 17:00 booking needs.Checked TMF for a same-slot car: the Kona is free at Mataró Centre, two bays over, 17:00 to 20:00 clear, same tier.Staged the swap: cancel booking 2047106877, create the Kona booking on Jordi's own account.Checked the playbook: swaps ask the member first, and nothing posts until Gerard approves.Receipt · what Lanterne read
- Booking
- 2047106877
- Car
- Zoe → Kona · same 17:00 slot
- Playbook rule
- Swaps ask the member first
-
Making the change and messaging Jordi are yours. The swap is laid out above.
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Once you approve, the swap is made, the outcome is recorded with who decided, and the case closes with a receipt.
Laia's card was renewed; the record on file wasn't.
Laia Ferrer's licence failed validation, and the expiry on file falls inside this month: the classic sign of a licence renewed while the old card details stayed on the account. Lanterne recommends the standard retest first. About nine in ten of these clear right here.
- On the DoT site, test the same licence number with the expiry moved +12 months.
- No luck? Test it again at +5 years.
- One of them validates for most renewed cards; clear Laia and she can book straight away.
Hi Laia, we couldn't confirm your licence against the current record. If you've renewed it recently, could you send us the new valid-to date shown on your card? We'll update it and you'll be able to book right away.
How Lanterne got here 2 steps
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Picked the failed validation off the portal queue: licence number, expiry, date of birth.Expiry on file falls inside the current month, matching the renewed-card pattern that clears on retest ~90% of the time.Checked the playbook: licences are never cleared by Lanterne; the retest guidance and the customer email are prepared instead.
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If a retest validates, mark Laia cleared. If neither does, the drafted email asks Laia for the new valid-to date on her card.
New case · a member calls
New check
Dan is the booked driver; the app lost sync with the car.
Pau Serra is standing at the Mini in Mataró Centre with an active booking, and his app won't unlock it. The failed attempts in the log fit a sync error. The lock-then-unlock reset didn't take, so the remote unlock is staged. It is sent only when you approve, and the customer is waiting with the car.
How Lanterne got here
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Matched the caller to the active booking on the Mini at Mataró Centre.The app log shows three failed unlocks in four minutes: the sync-error signature.Walked the playbook reset: press Lock first, then Unlock. It didn't take.Receipt · what Lanterne read
- Driver
- Pau Serra · booking active now
- Vehicle
- Mini · Mataró Centre
- Playbook rule
- Approval-first · lockout, escalate if unfixed
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The unlock is staged, not sent. If it fails, the playbook says escalate; the case keeps its log.
The car is in its spot and charging; TMF says it isn't.
Marc Vidal called: the app will not end his booking. The rule needs the car in its designated spot with the charging session active, and TMF thinks the Kona is not in its bay. It is: GPS puts it exactly where it should be, and the charge point reports an active session. This is the stale-state pattern, usually a backend error. Force-ending frees Marc; his confirmation is drafted.
Hi Marc, sorted: your booking is closed as of 5:12 PM. The car was exactly where it should be, plugged in and charging; the platform just couldn't see it. Nothing more to do on your side, and no charges beyond the booking itself.
How Lanterne got here
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Pulled Marc Vidal's booking: the ending rule needs the designated spot and an active charging session.Checked the car: GPS puts the Kona in its bay at Mataró Centre; TMF's parking state disagrees, which is the stale-state pattern.Checked the charge point: session active on that connector, charge at 64%, enough for the 6 PM booking.Receipt · what Lanterne read
- Booking
- Marc Vidal · called 5:04 PM
- Car state
- In its bay · charging active · 64%
- TMF state
- "Not in its bay" · stale
- Next booking
- Today 6 PM
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Force-ending closes Marc's booking at the verified state and frees the car for the 6 PM member. The charge stays on.
New unlock
New call · a booking won't end
Good afternoon, Gerard.
How can I help with your fleet?
Workflows
The three routines Lanterne runs for Som. Each one carries its own playbook, and you set how far it goes: advise, ask first, or run on its own.
Logbook
Every run and every decision, with its receipt. Click a row to see exactly what was read and what was done.
Analytics
What Lanterne is carrying for Som. June, month to date.
End to end means no operator touch. Handle time runs from the call or the flag to the close, receipts included. Failed endings are tracked by reason on the weekly pattern.
Integrations
Lanterne plugs into what you already run. Reads flow continuously; writes go through the same gates as everything else.
Bookings, members and charges through the TMF REST API, read continuously. It also maps driving events to the person and the reservation. Writes only ever go through your approval gates.
Battery, state of health, mileage, charging state, location and driving events. It's how a booking gets flagged early and a force-end gets verified.
How the member confirmations travel, and how the ops team gets notified. The swap's one-tap accept is an email.
Nothing to migrate and no API to build. Where an endpoint doesn't exist yet, Lanterne can work the same screens your team does, and every click lands in the Logbook.
The build that makes this real is the TMF and INVERS integration. That is the first job after a yes, and the honest driver of the timeline.
Booking Swap
A booking whose car won't be ready, handled end to end. Asks you first
Driver Categorisation & Behaviour Management
Three months of INVERS driving data, turned into a monthly tier for every member and the action that follows. Asks you first
| Tier | What we observe from INVERS | Members | The action |
|---|---|---|---|
| Good | Braking and cornering both at 2 or fewer per 100 km · no speeding · no crash · no Critical trips | 182 | Thank-you · sent automatically |
| Rough | Braking or cornering at 3 to 7 per 100 km · 1 to 3 speeding incidents · up to two Critical trips | 27 | Drive-carefully warning · your call |
| Risky | Braking or cornering above 7 per 100 km · 4 or more speeding, or any incident over 20 km/h above the limit · any crash · 3 or more Critical trips | 5 | Temporary block and a call · your call |
The thresholds are illustrative starting points. INVERS does not publish its own scoring formula, so Som sets the final cut points once real event volume from the pilot is in view.
Since May, 8 members improved a tier and 4 slipped. Rough and Risky together are down from 40 in April to 32 in June, as last month's warnings land. Good drivers rose from 174 to 182 over the same window.
Showing the top of each tier. The full list of 27 warnings and 5 blocks is in the export, and every decision you take lands in the Logbook with the events behind it.
Ending Bookings
Bookings that won't end: the car isn't charging, or the platform can't see it. Always starts with a member call. Asks you first
How Lanterne got here
Teach Lanterne something new
Damage Triage
Return photos graded against the damage guide. Asks you first
Invoice Ingest
Supplier bills parsed, matched, reconciled. Autonomous