Prodensus Support
Welcome to Prodensus Support
All support is managed via emailing support@prodensus.com which creates a support case that our team uses to track your support request and provide you with updates and fixes.
We aim to respond to all registered customer requests within 2 hours during office hours, Monday - Friday 0900hrs - 1700hrs in Europe & North America.
For any escalations, please contact your account manager as nominated during the onboarding process.
Using DataMate or RateMate
Prerequisites:
- Have a DataMate account - if you don’t have access, email support@prodensus.com for assistance
- Use of a desktop computer and browser such as Microsoft Edge or Google Chrome - the Prodensus toolset is not optimised at this time for tablet or smartphone use
- Have your spreadsheets ready to go in the suggested format as outlined below
Excel file formatting:
We suggest that your files are organised using the concept of the first row containing all the column headers. The Prodensus DataMate toolset can process hierarchical files, for example a file with multiple rows of column headers as shown below, however this increases the potential for error rates.
To help with ensuring a smooth experience, we suggest downloading the standard template using the link below to see an idealised sheet for processing. You'll find a link to this file once you're logged into either tool.
Login to the DataMate or RateMate environment:
- Visit https://app.prodensus.com and login using the credentials you were provided at sign-up
- If you experience login issues, use the self-service password reset feature or email support@prodensus.com for assistance
Frequently-Asked Questions (FAQs)
What kind of files can I upload to the platform?
You can upload Excel spreadsheet and comma-separated value files such as .xlsx, .xls and .csv files. At present, files not matching this format will be rejected.
What’s the maximum number of files that can be uploaded at the same time?
You can upload 4 files at one time to the system – these are then combined into one single file. If you want to process files individually, please upload them individually.
What’s the maximum file size you can upload?
The maximum total volume that can be uploaded in a single transaction is 512MB.
What columns are required to successfully complete the processing?
The following columns or some representation of them are required to complete the file processing sequence:
- OriginCity
- OriginCountry
- DestCity
- DestCountry
- EquipmentType (if not provided this will default to 53’ Dry Van)
This is because they are the basic columns required to create a lane
Do my columns need to have a specific header to be analysed?
No – DataMate is designed to deal with the non-standardized freight terms that we experience every day. For example, a column could be labelled:
- “equipment type” in the first file
- “equipment” in the second file
- “trailer type” in the third file
In each case, DataMate will read the column header and the data contained within the column to determine these are all the same variables.
What happens if my data cannot be read?
If the data uploaded is entirely unreadable it’s due to the structure of the data (even humans and AI have limitations). A prompt will appear on screen to advise the error.
If there is a specific column that is unreadable, e.g. the column header or data within it is too ambiguous, this column will be ignored to allow the rest of the data to be processed.
Do my columns need to be in a specific order?
No – they can be in any order, DataMate will realign all sheets into 1 single order of your choosing.
What modes of transport are supported and what modes are not supported?
At present, DataMate is fully supportive of Full-Truckload (FTL). Other supported movements are being deployed regularly.
How are columns analysed by the DataMate platform?
- Cleaning and validating all city, state, address and ZIP information utilizing Google Address Validation.
- Standardizing equipment, stop flags and other mode specific variables.
- Calculating the mileage from point A to B using MileMaker.
- Standardising currencies (if charge information is present)
- Identifying and correcting duplicates shipments across various data points
- Resolving conflicting data
How do I access support for using the Prodensus platform?
You can get support with any aspect of using our platforms by emailing support@prodensus.com
For more, visit our Terms of Service page.