Process Document


Resend Ticket






Rally OurBus

79 Madison Ave.

 NYC 10016




02/24/2023























Table of Contents

Introduction                                                                                                                                                            3

Resend Ticket Process                                                                                                                                           3

Process Document - Resend Ticket                                                                                                                     5

Process Flow Diagram - Resend Ticket                                                                                                               7




Introduction


This Business Process Document has been developed for use for Rally OurBus Customer (lines side) experience process standardization. Historically, Rally OurBus has performed in fulfilling its process nuances, via practices and informal processes. Resend Ticket (Lines) as a process has been identified as a key area of standardization by Rally OurBus executive leadership. This process will allow Rally OurBus to standardize its customer’s cancellation requests and fill its needs by implementing a repeatable and standardized process with participation from each division more effectively.


Resend Ticket Process

Business Processes are effective ways to improve business performance, increase workforce and resource efficiencies, and perform value-added functions to meet critical needs.  To be effective, a business process should also be easily integrated with other processes and the organizational structure.  As potentially useful and effective as business processes are, oftentimes they’re poorly planned, implemented, or communicated.  In such cases, a process may result in confusion and create an even more ineffective environment than previously existed.  When planning, implementing, and communicating a new business process, it is important to provide structure, a formal process flow, process boundaries, inputs/outputs, and control points.  This will allow the organization to not only achieve improved performance, but to have a mechanism to continually improve the business process.




Business Process Document


Name of Process:

Resend Ticket

Process Owner:

Mayank Sharma

Created By:

Rally OurBus

Last Updated By:

Mayank Sharma

Date Created:

02/22/2023

Last Revision Date:




Process Purpose:

The purpose of this document is to have clear guideline on how to resend tickets as per the customer’s request only for OurBus LOB.

Process Scope:

The process is restricted to only customers requesting a ticket confirmation for the OurBus LOB. 

Process Boundaries:

The activities immediately following the process input and immediately preceding the process output define the boundaries for the resending of a ticket to the customer. Therefore, the starting boundary is defined by a customer contacting the customer experience department requesting confirmation of the transaction or resending the ticket. The process’s ending boundary is defined by providing the customer with an e-ticket at their registered or preferred email address.

Process Flow:

  1. The Customer reaches out to the customer experience team and informs them for resharing the e-ticket or mentions that they haven’t received the confirmation of the ticket.

  2. The service team member can try to pull the user’s details through their phone number or email address or request their unique details (Pass reference code or registered email id) to find the booking of the customer. In case they do not have any information available, please ask them the itinerary i.e time and name of their pick up stop. Then check on the OurBus website for buses departing at that time and their route details. Post this, log into the full schedule on the admin panel and check for the same bus timing and try to locate the client in the passenger list.

  3. The team member then validates the details on the admin panel. One needs to validate the operator's name and the platform from which the ticket was purchased.

  4. Next step is to Click on “Resend Email” and verify the email address with the passenger. If a passenger mentions an alternate email address, enter the email address in the “Alternate Email” option and hit send.

  5. Confirm the details to the passenger and inform them to check the Inbox and Spam folder for the e-tickets.

Process Output:


The output for this process is a customer having been provided a resolution on their request for resending the e-ticket or the confirmation of their ticket for the payment that has been made.

Exceptions to Normal Process Flow:

Passengers can also share an alternate email address, different from registered email address and we need to follow the same process.

Control Points and Measurements:

Regular Audits and Feedback along the interactions being handled by the agent 




Process Flow Diagram - Resend Ticket
































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