Process Document

Verify Stop Location




Rally OurBus

79 Madison Ave.

NYC 10016




                                                              02/15/2023





Table of Contents

Introduction                                                                                                                                                                       3

Verify stop location Process                                                                                                                                            3

Process Document : Verify stop location                                                                                                                      4

Process Flow Diagram : Verify stop location                                                                                                                7








Introduction


This Business Process Document has been developed for use for Rally OurBus customer experience process standardization. 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.



Verify Stop Location Process 


Customers reach out to our customer experience team for verifying the stop location so they can identify the correct boarding point and board the bus hassle-free. A well laid out verify stop location process helps the customers to receive standardized communication and solutions regarding their concern. It is our responsibility to share correct and speedy information as any delay caused in sharing the information may lead to a passenger missing their bus.


A brief address of the pick-up and drop-off location is mentioned below departure and arrival time on the website as well as the app on the search page. This address has a link to the stop details web page. The stop details page contains images of the stop location, full address, landmark, information about public transport and parking information (if any). On the ticket, one  can be redirected to the stop details webpage by clicking on the “Stop Details” link below the pick-up location and drop-off location respectively. Further, there is another link on the stop details page as well as the ticket, called “Directions to Stop”. One can use this link to navigate to the exact stop location. We can share the respective links with the passenger through text or guide them to use the available links on the ticket to reach the location precisely.


If the customer is somewhere around the location but is unable to locate the exact boarding point, we should use the street-view available on the map on the stop details page immediately and guide him with nearby landmarks. A few of our stop locations may have Rally OurBus signage to make it easy for the customers to identify the exact boarding point. With that said, not all stops may have the signage as we are a fast-growing company with many new routes, not all stops have official signage yet. However, using the “Stop details” and “Direction to stop” links the stop can easily be located.




Process Document : Verify Stop Location


Name of Process:

Verify Stop Location

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 Verify Stop Location 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 pick-up or drop-off location.

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  verify stop location 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 seeking help in identifying the stop location

If the customer already has a ticket:

  1. Customer experience team-member to ask for the email address or the ticket reference code to identify the trip.

  2. Open the users report in the admin panel using the detail shared by the customer and identify the booking.

  3. Click on “Resend” option against the ticket and enter your email address to receive a copy of the ticket

  4. Customer experience team-member to open the ticket in their inbox 

  5. Customer experience team-member to open the “stop details” page and share the address. The link can be found below the departure time for pick-up location and below the arrival time for drop-off location

  6. Customer experience team-member should share the URL of the stop location page through text and ask the customer to use the “Directions to Stop” link to navigate to the location.

  7. Customer experience team-member to use the street-view and share nearby landmark(s) with the customer to identify the location. Share a screenshot of the street view with OurBus pin to identify the exact location

  8. Also inform the customer they can use the link “Directions to Stop” on their ticket to navigate, and “Stop Details” link to get full address information and images of the stop

If the customer is willing to purchase a ticket:

  1. Customer experience team-member to ask for the city from where the customer is willing to travel along with the departure date and time

  2. Customer experience team member to open the website www.ourbus.com and search for the trip

  3. Customer experience team-member to open the “stop details” page and share the address. The link can be found below the departure time for pick-up location and below the arrival time for drop-off location

  4. Customer experience team-member should share the URL of the stop location page through text and ask the customer to use the “Directions to Stop” link to navigate to the location.

  5. Customer experience team-member to use the street-view and share nearby landmark(s) with the customer to identify the location. Share a screenshot of the street view with OurBus pin to identify the exact location

  6. Also inform the customer, once they purchase the ticket they can use the link “Directions to Stop” on the ticket to navigate, and “Stop Details” link to get full address information and images of the stop

Process Output:


To ensure that the customer is able to identify the stop location and create standardization within the team.

Exceptions to Normal Process Flow:

  1. If there is any change in the pick-up location of the trip, communicated to the passengers but not updated on the website & admin panel

  2. Last-minute stop changes due to street closure or weather changes. In such scenarios, customer experience team members immediately check the email sent to passengers using the passenger’s email address either on [email protected] or [email protected] email account.
    If the relevant email has been found, guide the passenger to reach the location using the details in the email.
    If not, raise an alarm on the now_dispatch channel

Control Points and Measurements:

  1. Customer experience team member to proactively inform the customer if there are multiple stops within a city on the trip and ask for the stop from where the customer is willing to board the bus

  2. If the customer complaints that the address or the “stop details” link or the “Directions to the stop” link is taking the customer to an incorrect location, escalate it to the Planning team on general_report_planning_issue slack channel mentioning the trip ID, trip name, city name, stop details webpage link, correct address, nearby landmark and google maps link


Process Flow Diagram : Verify Stop Location


            






















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