Name of Process:

Select Membership/Super Saver Pass

Process Owner:

Prakash Jha

Created By:

Prakash Jha

Last Updated By:

Date Created:

22nd March 2023

Last Revision Date:

Process Purpose:

The campaign aims to attract passengers and convert them into loyal customers. It is a marketing strategy to attract passengers who travel with us regularly and give them a credible experience, giving them monetary benefits with our services. 

Process Scope:

The process will ensure we attain a regular inflow of passengers. 

Process Input:

Customers are educated via marketing and social media campaigns. This allows our customers to purchase the super saver pass. 

Customers also enquire via call, email & chat, for which they are redirected to the website and app to make the purchase.

Process Boundaries:

Customers can enquire via any channel. However, the purchase takes place on a website or app. 

Process Flow:

Scenario 1: Customer contacts to enquire about Super Saver Pass

1. Customers are reached out via campaigns and promotions to promote the sale of Super Saver passes.

2. Customer enquiries are received via calls, chats & emails.

3. Customer queries related to the offer are answered.

4. The offer details are provided below:

SuperSaver45
The super saver 45 pass campaign is “For Occasional Rides.” This pass targets the customer segment, which is not a usual traveler but wishes to get a ride discount. For example - holiday travelers. 

No. of rides that can be availed - 3 

Criteria - General Population (Anyone can avail the discounted pass)
Validity - 6 Months 
Savings - $15 on each of 3 rides = $45
Purchase Value of the pass - $33
Total Savings for the customer  - $12

SuperSaver75

The super saver 75 pass campaigns as “For Frequent Rides.” This pass targets the customer segment, which comprises the usual travelers. For example - Campus students (who travel every weekend)

No. of rides that can be availed - 5

Criteria - General Population (Anyone can avail the discounted pass)
Validity - 6 Months 
Savings - $15 on each of 3 rides = $75

Purchase Value of the pass - $52
Total Savings for the customer - $23

SuperSaver150

The super saver 150 pass campaigns as “For super Riders.” This pass targets the customer segment, which is usual travelers. For example - Working professionals (take daily/weekly rides)

No. of rides that can be availed - 10

Criteria - General Population (Anyone can avail the discounted pass)
Validity - 6 Months 
Savings - $15 on each of 10 rides = $150

Purchase Value of the pass - $100

Total Savings for the customer  - $50

Scenario 2: Customer contacts to know how to apply the coupons

1. The agent should inform the customer that the coupons are auto-applied if the customer is logged into the Rally OurBus account using the registered email address. 

Scenario 3: Customer contacts for getting the Super Saver Pass reissued

1. Customer enquiries are received via calls, chats & emails.

2. Agent performs the investigation to check the reason for ticket cancellation.

3. If the cancellation was due to OBIC, Code-red, or any issue for which OurBus was responsible, the affected pass is reissued.

4. If the cancellation was for a genuine issue and the manager is convinced, then the pass can be reissued as a courtesy and one-time exception. This is based on Manager's discretion.

Process Output:

The output of this campaign is to encourage new and existing customers and increase our customer base. 

Exceptions to Normal Process Flow

Any exceptions to the normal process flow will have to be approved by the Manager.  

Control Points and Measurements:

1. The voucher price is non-refundable.

2. OurBus SuperSaver Pass is non-transferable.

3. Only tickets priced at $16 or more qualify for the SuperSaver discount, excluding booking fees and facility fees.

4. Once a ride is booked using your OurBus SuperSaver Pass, that ride credit is considered "used" and cannot be reinstated. However, if you cancel a ticket, then the amount you paid will be refunded/credited.