Customer Interaction. Systems User Guide V1.4

Transcription

1 Systems User Guide 1 V1.4

2 Document Contents Contents Page Number Introduction 3 ETA Generation / configuration 4-5 Consolidated Deliveries 6 Vehicle Overview 7 Driver Performance 8 ETA Planner 9 Notifications Custom Product Entry 15 Customer Services 16 2

3 Palletways > Introduction The document covers the following areas of customer interaction available in the Palletways systems: ETA Generation create an estimated time of arrival for each of your consignment deliveries. Drivers have full control of the run drop order, drop times and breaks for planning. ETA times will be sent to the delivery contact via SMS or . Customised notifications setup delivery notification on an address, consignment or account level and choose how often these are generated based on consignment statuses. notifications can be duel branded with customer logo and text. Itemised product lists Customer can provide an itemised list of products for consignments, these will be visible on the notifications received by the end customer. 3

4 Palletways App > ETA Generation Once a route has been selected your driver is presented with the ETA generation screen. This screen allows you to move routes into drop order and will generate ETA times dynamically. Click start once the drop order has been completed. Click the skip button to bypass the ETA generation. Once start is pressed the ETA times will be posted out to Depots and customers. Select driver start time by clicking on current location ETA times automatically update with each change made to the route Add an extra break into the run list, to edit / remove the break details click on the break in the drop list Consignments display delivery times and will also group jobs by delivery location / customer. Move consignments and breaks into drop order with slider bars 4

5 Palletways App > ETA / Break configuration Once you have clicked on the break in the run list you will be able to set the break start time and duration. You are also able to remove the break if required. ETA s can be configured in a similar way. By clicking on the consignment from the drop list you will have access the to ETA screen. Here you can manually set the ETA time and also the unload time. Currently these are set to a default of 15 minutes. 5

6 Palletways App > Consolidated Deliveries The Palletways App can handle consolidated deliveries. This will allow the driver to enter one signature and apply this POD to all grouped consignments. The number of consignments per delivery is specified in the route. When you click on the consignment to see the delivery details the grouped consignments are listed. When entering the POD details for a delivery you will have access to the list of consignments for that customer. If one of the cons is not to be delivered you can select the tick box to remove a con from the delivery. 6

7 Sirius > Vehicle Overview The driver generated ETA s are listed in the Vehicle Overview screen in Sirius, along with all other collection & delivery data. This allows you to monitor and manage your drivers in real time for all KPI requirements. Historic route data can also be exported into a spreadsheet for reporting purposes. The depot can manually update the ETA s by pressing the Launch ETA button. 7

8 Palletways Portal > Driver Performance Individual driver delivery performance can be monitored via the new Driver Performance screen in the reporting section of the Depot Portal. Here you can pull out your daily KPI s for deliveries and drill down into individual drivers statistics. Delivery data can be exported into spreadsheets if further reporting is required. 8

9 Sirius > ETA Planner ETA s can be manually adjusted from Sirius if required. This function is designed for a depot to resend out ETA times in the event of a driver not being able to make his delivery times. Pressing Adjust ETA will allow you to enter the new ETA times for your delivery run. Once these are saved a new notification will be sent out to the specified recipient with the updated times you have set. Adjustments should only be made if a consignment is significantly going to be delayed. 9

10 Sirius > Notifications Consignment update notifications can be entered on an account, consignment or address basis. This will allow a customers contact to be sent details regarding their delivery and is required for sending the projected ETA time to the consignee. This can be configured via the Account Maintenance screen in Sirius. If a customer sets their own notification settings in the portal they will override the settings entered into Sirius. Notifications can be sent to an address or to a phone via SMS. SMS messages are triggered when a consignment status reaches out for delivery and when the ETA times are generated. All other notifications are sent via . 10

11 Sirius > Notifications Status notifications can be triggered at multiple points throughout the consignments lifecycle. Each notification will driven through the scanning of the consignments barcode at different locations throughout the network. The list of statuses are listed in the Account Management screen. Default notifications can be set for all accounts depots can also configure separate notification settings on a per account basis. Each time a specified consignment hits a certain status, such as loaded out for delivery the corresponding notification mail or text message will be sent to the requested contact. 11

12 Palletways Portal > Notifications Customers are also able to configure their own notifications. Useful if they have a customer with specific notification requirements. They will have the option to enable notifications when entering consignments via the Portal Consignment entry screen and confirm the address details upon saving the consignment. Default notification details can be saved per delivery address in the company directory. 12

13 Sirius > Customise Content Customer notifications can now be configured to include dual branding and customer text. This is managed by the depot via the Portal in the Pallet Connect / Content menu. You will have the option to enter bespoke text for your customer and also an image file for their company logo. This will then be applied to all notifications that are triggered for that customer and this is available for all Portal customer accounts. 13

14 Sirius > Example Customised 14

15 Palletways Portal > Products Products can be entered via the customers Portal or Sirius in consignment Entry. It will allow the entry of a product, quantity and reference codes. Customers will also be able to enter limited quantity values for items such as alcohol or ammunition. This information will be sent in the customer notification s, to allow the delivery point to have a better understanding of what is being delivered to them that day. 15

16 Sirius > Customer Services Product, notification and ETA information is visible in the customer services screen under the new Notifications tab. Depots are be able to see the notification details that a customer has specified, exactly what statuses will trigger them, the delivery ETA window and the list of products on that consignment. Only the paying (entering) depot will be able to amend these functions if any changes are required, but all involved depots will be able to review the information. 16