Name of Process:

WiFi Name & Password

Process Owner:

Anurag

Created By:

Rally OurBus 

Last Updated By:

Anurag

Date Created:

03/01/23

Last Revision Date:

03/06/23

Process Purpose:

The purpose of the Wifi name and password process is to improve Rally OurBus’s ability to standardize and efficiently identify any process deviations; these requirements will be fulfilled by implementing a standardized organizational process with participation from each division.

Process Scope:

This process pertains only to help customers identify the wifi credentials

Process Input:

The process is initiated by a customer contact via any incoming channel, namely Call, Email, Chat, social media post. Once this input is identified, the  process will be initiated.

Process Boundaries:

The activities immediately following the process input and immediately preceding the process output define the boundaries for the Verify Stop Location process. Therefore, the starting boundary is defined by a customer contacting the customer experience department to help them identify the exact stop location.  The process’s ending boundary is defined by providing the customer with correct information about the location so that they do not miss the bus

Process Flow:

1. Customer reaches out to the customer experience team asking for wifi credentials

2. Customer experience team-member validates the details on the admin panel using the email address/phone number visible on the Freshworks tool. If details are not found, customer experience team-member requests for the ticket reference code to identify the ticket and the transportation provider (TP)

3. Refer to this sheet and check for the wifi credentials listed against the TP

4. If the details are not available on the sheet, ask the Dispatch team for the credentials on now_dispatch channel. It may take some time for them to get back with the details. Wait for the information and share it with the customer once you have it.

5. If the Dispatch team is unable to contact the TP for details, politely request the customer to walk up to the driver and get the credentials to connect to the wifi.

Process Output:

To ensure that the customer is able to identify the wifi network & connect to it and create standardization within the team.

Exceptions to Normal Process Flow:

1. WiFi reliability is subject to cell phone tower signals along the route. The passenger may complain that they are able to connect to the Wifi but there is no internet. It may be because the bus is in a network deficit zone. We can request the passenger to wait for some time to get network coverage. If the problem still persists, check with Dispatch team on now_dispatch channel

2. If wifi is not available on the bus and confirmed by the Dispatch team, get the list of the passengers on the bus and process a coupon worth 5% of the ticket price to all the passengers marked boarded. Also, file an incident through the incident reporting form

Control Points and Measurements: