Knowledge & Communication Solutions

Rally Communitas Corp - Services 4

• What is Services?
• Operating Procedure of Business Intelligence
• Project Management
• RCC Company Portfolio

Knowledge & Communication Management 16

• Revenue Dashboard Video Test
• How many Knowledge Base do we have in Rally OurBus?
• How to write an article?
• Training Curriculum
• Knowledgebase Management

View all 16

Slack 1

• Alerts

Freshdesk 8

• How to Handle Tickets
• Types of Tickets
• Deleting and Marking as Spam
• Paypal Emails (e.g. Notification of Payment Received)
• BD Leads, Ops Leads, Information Provided-Ops and Press Inquiries

View all 8

Fresh Caller 2

• How to Login FreshCaller?
• Fresh Caller Navigation Videos

HR Tools 0

Business Intelligence 7

• Revenue Dashboard - BI Dash
• How to Report an Issue in Azure DevOps for BI?
• How to create User Story in Azure Devops?
• Facility Fee - BI Dashboard
• Planning Dashboard - BI Dashboard

View all 7

Customer Journey & Helpdesk (Email Support/Freshdesk) 32

• Partial refund irrespective of seat count (e.g. moving to a less expensive RP)
• Riders' Request Types/Topics
• Missed Bus: Lines
• Rescheduling: Lines
• Ticket Cancelation Policy: Lines

View all 32

Emergencies & Phone Support (Fresh Caller) 1

• Phone Support- Helpdesk for Riders

Brand & Program Management & Social Media 5

• Social Media SOP
• Review Platform SOP
• Review Responses
• OTA and their Processes
• Referral Program SOP

Using Rally.co & Helping Users 3

• Finding the most direct link for a trip
• Searching for sports games
• Booking over the phone

CX Agent Handbook 13

• FAQs
• Start of Shift Tasks
• Downtime on shifts
• Refunds & Cancelations
• Difficult Riders

View all 13

Event Days (aka Day Of) 11

• EVENTS: HOW TO
• PRE EVENT
• USER-CREATED EVENTS/TRIPS
• Day Of Event
• DAY OF

View all 11

OurBus - internal processes 0

CSAT 1

• CX CSAT

CX Process 32

• CX ADA & Service Animal
• CX Alternate Transportation & Uber
• CX Bus Amenity
• CX Canceled & Refund
• CX Code Red Compensation & Reimbursement

View all 32

Apollo 1

• Operator Assignment Page

Dispatch 13

• Dispatch Ethics
• What is the process of trip cancelation?
• How to make the timer sheet?
• How to manage ADA request?
• Weather & Hurricane Report

View all 13

Operators 8

• How to onboard a new operator?
• How to vet contracts?
• What is the process of OurBus Insurance?
• How to change the transport provider in admin panel?
• How to review trip history?

View all 8

Procurement 3

• How to procure buses for Lines/Events?
• How to manage charter?
• How to fetch cost report for events?

Buses 4

• How to raise an Incident?
• What is the process of Signage?
• How do the drivers do announcement on the bus?
• What is the process of ordering OurBus branded water bottles?

Emergency 8

• How to manage Dispatch emergencies?
• Relief Transportation
• Emergency Case Studies
• Practice Emergency Scenarios
• How to write Code Red Stories for Lines?

View all 8

Drivers 3

• Driver Support FAQs
• How can I get the trip details?
• How to request Trip Modification?

D2D 1

• How to manage D2D?

Events 0

Lines 0

Charter & UCEs 0

Shuttles 0

Commuter 0

College Breaks 0

Digital Marketing 0

Recruitment 0

Company On-Boarding 0

Asset management 0

Employee Grievances 0

Employee Handbook 1

• What are the Policies of Rally OurBus?

Policies 1

• Medical Insurance: Loop Health

Employee Onboarding 0

Payroll Process 0

HRMS Management 0

Rewards & Recognition 0

CX Quality 6

• Peer to Peer Review (P2P)
• Process: Supervisor/Escalation/Managerial Callback
• Internal Quality Audit Parameters for Calls/Phone (CX)
• Internal Quality Audit Parameters for Email (CX)
• Internal Quality Audit Parameters for Chat (CX)

View all 6

Invoicing 0