Process Document
Request to Hold the Bus
Rally OurBus
79 Madison Ave.
NYC 10016
02/28/2023
Table of Contents
Introduction 3
Request to Hold the Bus Process 3
Process Document 5
Process Flow Diagram 7
Introduction
The “Request to hold the bus” process has been developed for use for Rally OurBus Customer (lines side) experience process standardization. This document outlines the steps involved in the process, which is designed to help customers who are running late or have unexpected circumstances. This process will allow Rally OurBus to standardize its customer experience delivery and fill its needs by implementing a repeatable and standardized process with participation from each division more effectively.
Request to Hold the Bus Process
The process involves requesting assistance from the customer experience team, exploring alternate travel options, and following up with the customer after the request has been processed. However, at the process level, it is not possible to hold the bus for passengers who are running late. This process document provides a standardized framework for the customer experience team to follow when processing requests, and ensures that customers receive consistent and reliable support.
This document will include the process to handle related requests from the customers and set right expectation that the buses cannot wait beyond the departure time
Process Policy: We are not able to hold the bus at a stop to wait for a passenger, since we follow a timetable and have regularly scheduled stops. We recommend getting to the stop at least 15 minutes before departure to avoid this issue.
The process is initiated by a customer reaching out to the customer experience team, informing them of their current situation that they are running late to board the bus, the customer experience team will action the initiated communication and validate the status of the departure time of the bus, identify alternate bus services that may be available later in the day for the same route that they may use.
Process Document: Request to Hold the Bus
Name of Process: | Request to hold the bus |
Process Owner: | Anurag |
Created By: | Rally OurBus | Last Updated By: | Anurag |
Date Created: | 02/15/23 | Last Revision Date: | 02/15/23 |
|
|
Process Purpose: | The purpose of the request to hold the bus 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 the requests to hold the bus. |
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 request to hold the bus process will be initiated. |
Process Boundaries: | The activities immediately following the process input and immediately preceding the process output define the boundaries for the request to hold the bus process. Therefore, the Rally OurBus request to hold the bus Process starting boundary is defined by a customer contacting the customer experience department requesting for holding the bus. The process’s ending boundary is defined by providing the information that we cannot hold the bus beyond the departure time and sharing the ETA |
Process Flow: | Customer reaches out to the customer experience team and informs them of the current predicament of running late and requesting to hold the bus beyond the departure time Customer experience team-member validates the ticket 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 or the email address to identify the booking. Inform the customer “I'm sorry to know that you are running late. I'm afraid we are not able to hold the bus at a stop beyond the departure time as our buses are scheduled to depart on time. With that said, please give me a moment while I check the current status of the bus.” Customer experience team-member to check the ETA of the bus to the stop using “Live Trips” in the admin panel. Also, check for any delay posted on the slack channel using the trip ID If the bus is running late, share the ETA and the tracking link with the passenger and request them to reach the location within the time If the bus is not running late, inform the passenger about it and tell them that “Sometimes the driver may take 2-3 minutes extra to complete the boarding formalities and request them to reach the stop as quickly as possible. But this is not guaranteed and the driver may depart on time if the formalities are completed”.
Tell the customer to contact us through the chat channel in case they are unable to make it to the bus on time. Once they contact after missing the bus, follow the missed bus process Communication to be disposed appropriately, WRT, channel, and tool.
|
Process Output:
| To ensure that the information provided to customers is based on the laid-out process and create standardization within the team. |
Exceptions to Normal Process Flow: | In step 5, if the customer is adamant on holding the bus as he cannot miss the bus due to some urgency, we can raise a soft request to now_dispatch channel to check if it is possible to hold the bus for 5 minutes. If they agree, then inform the passenger and ask them to make it to the bus within the time as we will not be able to hold it further If the passenger is unable to make it to the bus on time due to last minute changes at our end or due to street closure or due to ongoing code_red. Check with DO on now_dispatch channel if it is possible to hold the bus for 5-10 minutes. If agreed by the dispatch team, then inform the passenger and request them to reach within the time
|
Control Points and Measurements: |
|
Business Process Flow Diagram
Sponsor Acceptance
Approved by the Project Sponsor:
Date:
<Project Sponsor>
<Project Sponsor Title>
