Scope: Any article or stuff lost by the customer should be reported by customer service and OurBus Dispatch coordinates with TP and updates CS. CS informs the customer accordingly.
If found, TP informs DO and shares the articles’ details. DO updates the Report To Claim Sheet.
Service Level Agreement (SLA): 4 hours
Tools: Emails, Freshdesk & Vonage
Roles & Responsibilities :
RACI Model for Process Execution: Please read R as Responsible; A as Accountable; C as Consulted ; I as Informed
* Customer Service: CS; Dispatch Operations: DO; Transport Provider : TP; Bus Operations: BO*
Table 1.0 (Incase of lost)
RACI Model for Process Execution: Please read R as Responsible; A as Accountable; C as Consulted ; I as Informed
* Customer Service: CS; Dispatch Operations: DO; Transport Provider : TP; Bus Operations: BO*
Table 1.1 (Incase of Found)
Process:
CS receives Lost & Found requests via call, Freshdesk or email from the customers.
CS checks the Report To Claim Sheet as per SLA.
CS report the same to DO via email in the below format:
Hello Team,
Lost Item: Brown Wallet
Additional information: In the wallet there was $200 cash, driving license and credit cards.
Ticket Reference Code: 9KJC6P
Passenger Name: Utana Siaka-Bamidele
Email address: [email protected]
Contact Number: 6314699771
Travel Date: 05/28 - New York, NY Baltimore - White Marsh, MD
Bus Company: LX Transportation LLC
Driver Name: Allen // 2396014554
Trip ID: 61192
New York, NY - Philadelphia, PA - Baltimore - White Marsh, MD - Washington, DC
DO check the contact info of TP here Partners Contact Info for ADA & Lost And Found and forward the same email to TP for the update.
If the response is received, DO informs the CS.
If not found, close the case then and there.
If the response is not received from TP, then follow up with them after 24 hours.
We call after 48 hours
If found, verify the customer and co-ordinate the pick up with TP and inform the CS
Verification Process; match the name of the caller and the customer’s name.
Advise the customer to carry an ID Proof with the same name mentioned on the ticket for the pick-up.
CS informs the same to CX in both cases.
Execution model: Based on RACI Model
Quality Check (QC): NA
Compliance Assessment (CA): Yes/No, if no what’s the reason? NA
Business Continuity Plan (BCP): NA
Work-Load assessment: 10 minutes (Not Found), 15 minutes (Found)
Cost Saving:
Total workload saving: 7 minutes per transaction
Impact on Turnaround time: 24hours
Average Transactions per month:
Total Cost Saving: