Process:
1) Customers send a charter request. This can be done in the following ways:-
‘Request a Charter’ form on the website - https://www.ourbus.com/charter
The completed form is sent to [email protected]
Email to [email protected] or [email protected]
Yelp
2) We acknowledge the request and ask for any missing information.
Information needed - a) The date of travel.
b) The number of passengers.
c) The origin and destination’s addresses.
d) Departure time.
e) Return Trip - Yes/No
f) Email address and phone number of the point of contact.
3) After all the required information is received, the next step is to find out the transport providers who can possibly do the charter trip. For this we use:-
Google search.
The internal data of transport providers we are partnered with - Admin Panel
Bus company’s location map - https://www.google.com/maps/d/u/0/edit?mid=1GtfMOukvOoyVFv8VVEab1pfe285HyQZG&ll=40.84815622143918%2C-75.18607770814481&z=8
4) After figuring out the potential transport providers, the next step is to send them the charter trip’s details and ask for a quote. This is done via email. All companies that are sent RFQs are notated in “Column O” of the charter update sheet.
5) After we receive a quote from the transport providers, we add our profit margin to it (upto 25%) and send our quote to the customer along with the vehicle’s details and pictures. After that, there are follow ups every 24-48 hours if the customer doesn’t reply. And the inquiry expires for us 1 week before the date of travel if the customer doesn’t reply at all.
6) If the customer doesn’t agree with the quote, we are open to negotiations. But, if the customer agrees with the quote, then the next step is to send them the ‘Charter Confirmation Form’ that contains all the details of the trip and we ask the customer to sign it and send it back to us. We also send a receipt from bill.com to the customer to make the payment.
7) After the customer makes the payment and sends us the signed charter confirmation form, the next step is to give a confirmation to the transport provider and book the vehicle.
8) The next step is to create the trip into the system and inform the dispatch team members.
9) A day before the trip, we receive the driver’s name and phone number and we share that with the customer for better coordination.
Info is sent to customer via email, around 18-24 hours before departure
10) After the trip is completed, we send an email or call the customer to get their feedback.
Within 24-48 hours after the trip is completed.
Timelines to be followed throughout the process:
Acknowledge the charter request and ask for missing details from the customer within 1 business day of receiving it.
Provide a firm quote to the customer within 3 business days of receiving all the information. Offer payment link. Emphasize use of technology and 24X7 dispatch and customer service support.
If the customer agrees to the quote, send the charter confirmation form/Rally Link to book the trip within 1 business day of the customer's reply.
Minimum booking amount to be received within 3 business days after the customer agrees to the quote or immediately if the travel date is within 1 week.
Full payment to be received 15 days before the date of travel.
Send a thank you email and feedback form within 1 business day after the trip is completed.
If the customer doesn’t reply after the quote, 1st follow up email to be sent within 2 business days. Ask the customer if price is an issue. Tell them we are open to negotiations and discussion.
2nd follow up email to be sent after 2 business days of the 1st follow up.
3rd follow up email to be sent after 2 business days of the 2nd follow up.
Final follow up to be sent 2 weeks before the date of travel.
The lead expires 1 week before the date of travel if the customer doesn’t reply at all.