Business Process Document

<CX Marketing - Discounts & Promos>






Rally OurBus 






March 22, 2023 















Table of Contents


Introduction 

Process Document: CX Marketing - Discounts & Promos

Process Flow Document: CX Marketing - Discounts & Promos

Reporting Structure and Logics: CX Marketing - Discounts & Promos








Introduction 


The marketing team introduces various promotional coupons & discounts in order to promote sales and help increase revenue generation. These offers and promotions are marketed across various channels - website, App, local newspapers, influencers etc. 



CX Marketing - Discounts & Promos 


The document lists the processes where a customer can get information about below coupons. 

  • Discounts & Promotions coupons available 

  • First time user coupons 

  • Group discount coupons




Process Document: CX Marketing - Discounts & Promos 


Name of Process:

CX Marketing - Discounts & Promos

Process Owner:

Prakash Jha

Created By:

Prakash Jha

Last Updated By:


Date Created:

22nd March 2023

Last Revision Date:


Process Purpose:

The promotions aim to attract passengers and increase revenue generation. 

Process Scope:

The process will ensure our sales numbers increase. 

Process Input:

An incoming contact via call, chat or email. 

Process Boundaries:

The promotional discounts/offers are time based and have some underlying conditions without fulfilling which the offers can’t be availed. 

Process Flow:

Scenario 1: Customer is a first time rider and requests for a first time ride discount

  1. Agent creates a coupon worth $10 in the admin panel and shares the same with the customer. 

  2. The validity of the coupon is set as 90 days.

  3. The nomenclature of the coupon will be REF10.


Scenario 2: Customer contacts to enquire ongoing offers/additional discounts

  1. Agent checks the airtable shared by the marketing team which has all the promotional discounts and offer details. 

  2. The relevant details are provided to the customer. 


Scenario 3: Customer’s ticket is canceled and the new ticket is costlier

  1. Agent checks the reason for cancellation. 

  2. If the reason was due to OBIC, even if the promotional coupon is not available, an additional coupon for the balance amount is created and shared with the customer.

  3. If the ticket was canceled by the customer for personal reasons, the available coupons are offered. If no such coupon is available, the same is informed to the customer. 


Scenario 4: Customer requests for group discounts

  1. In such scenarios, customers are offered to purchase Super Saver passes to avail multiple discounts. 




Process Output:


The output of this process is that the customer receives the information about the available promotional offers. 

Exceptions to Normal Process Flow

Any exception to the set process has to be approved by the Manager. 

Control Points and Measurements:

  1. The coupons are non-refundable & non-transferable. 

  2. The underlying terms & conditions have to be fulfilled to avail the offer. 

  3. The coupons are not-reinstated in the event of cancellations barring OBIC & code-red. 


Process Flow Diagram


Sponsor Acceptance 



Approved by the Project Sponsor:



        Date:    

<Project Sponsor>

<Project Sponsor Title>