Account Walkthrough 2017

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1 Account Walkthrough 2017

2 Contents Version 2.0 The Dashboard Page 2 Viewing Bookings Page 3 Managing the Booking Flow My Pricing Page 4 Mileage Rates Uplifts for Larger Vehicles Page 5 Minimum Fares Mileage Rate Calculator Meet & Greet Fares Additional Dropoff & Pickup fees, Waiting Time & Return Trip Discounts Page 6 Other Pricing Options By Location Pricing My Availability Page 7 Setting Vehicle Number per day Minimum Notice Period Page 8 Operating Hours Free Pickup and Dropoff Areas Pausing Availability Key Points Key Terms & Conditions Page 10 Fines for Rejecting Jobs Page 11 The Dashboard Booking Flow Customer Changes to Bookings Customer Waiting Times Payment Terms Customer Complaints Getting More Bookings Page 12 Customer Star Ratings Airport Approved Page 13 Summary Bar on Results Page Adding Executive & Premium Executive Fleets Reallocated Bookings Page 14 Flash Sales Fixed Price Comparisons minicabit Account Managers Further Help Page 15 FAQs & Help Page Walkthroughs & Live Chat Page 1

3 The Dashboard Viewing Bookings When your account is set up and activated, we will present your quotes (based on your pricing and availability settings) to customers, on our website and app. When a customer chooses your quote and books with your company you will receive a confirmation that will be sent to the address you registered with. The booking will also appear on your dashboard which you can access by logging in to your account at admin.minicabit.com. You can click on each new booking that appears on your dashboard to find out all the details of the booking. The details will include customer contact information, price, flight numbers and more. Page 2

4 The Dashboard Managing the Booking Flow STEP ONE Acknowledge the booking STEP TWO Confirm driver dispatch STEP THREE Confirm passenger on board STEP FOUR Confirm final outcome Click on the booking on the dashboard, using the drop down menu on the right hand side select Yes to let our operators know you have seen the job. Up to 60 minutes before the pickup for a job is due plus drive time (instantly for short notice jobs) a new drop down will appear asking you to confirm driver dispatch. 5 minutes after the scheduled pickup time a new drop down will appear asking you to confirm passenger on board. If confirmed, that is the end of the flow. If you did not complete stage 3 or selected an option other than passenger on board, an additional drop down menu will appear. Please select the appropriate option. N.B. There is not an option to reject a job passed to you by minicabit and by selecting No you will incur a fine for rejecting the job. N.B. If the customer is not on board there are 5 further options to cover other possible eventualities. N.B. Please note that deliberately selecting an incorrect response will result in a fine. Important Information It is mandatory that you mark each job as live when it comes in, in order to let our operators know that you are aware of the job. If you do not do this step our operators will call to confirm the booking, and if they are not able to contact you the booking will be reallocated to another company and you will be charged a reallocation fee. It is mandatory that you mark each job as complete once the job is done. If you do not mark a job as complete, we will not be able to pay you for the job, so the sooner you mark it as complete, the sooner we can pay you! Page 3 If you have any problems with the booking flow we have a help section on your account available here: You can also consult our FAQ section here: For all other questions, please us at admininfo@minicabit.com and we ll help you out!

5 My Pricing Mileage Rates Uplifts for Larger Vehicles Prices through minicabit can be generated in three ways: BY MILEAGE The total distance from your base to the pickup to the dropoff. This is our most basic pricing tool, and mandatory for all active accounts. BY LOCATION A fixed price between any 2 specific points. E.g. A 2 mile radius around one postcode to a 2 mile radius around another postcode. This is optional. BY MILEAGE Mileage Rates To set your saloon mileage rates you will need to use the second table (mileage rate table) on the By Mileage page. You can adjust the mileage bands by entering new figures into the To column, and then set your rate for all miles within that band by entering the price into the 1-4 Passenger column. Please remember to take into consideration our commission when entering your pricing. You should also include any VAT that you need to pay on these prices (10% for minicabit bookings, 15% for minibus and executive). BY POSTCODE AREA A fixed price between postcode areas. E.g. NW1 to TW6. This is optional but highly recommended. In terms of priority we will show a by location price first, then a postcode area price, then a by mileage price. Please note that only your mileage rates will be adjustable when you first register an account, but once your account is activated you will have access to all of our pricing features. Uplifts for Larger Vehicles To set your mileage rates, click on the My Pricing tab, which will automatically take you to the By Mileage page. The first table (vehicle uplift table) you see is for your larger vehicle uplifts. We calculate quotes for larger vehicles by taking your saloon car rates and then applying either a percentage or flat fee increase depending on what you choose. This affects all pricing types including by location and by postcode area. Page 4

6 My Pricing Minimum Fares Mileage Rate Calculator Meet & Greet Fares Additional Dropoffs & Pickup Fees, Waiting Time & Return Trip Discounts Minimum Fares At the bottom of each column you will find your minimum fares for each vehicle size. Please us your minimum fares (including our commission) and we can enter these for you. Please note that these are separate to your mileage rates, so do not enter you minimum fare as your first mile rate. Mileage Rate Calculator The third table (mileage rate calculator) is a calculator that will tell you how much you re charging for trips of certain distances to help you perfect your mileage rates. Meet & Greet Fares All minicabit airport pickups include a mandatory meet and greet service. The extra costs for this service are added on to your route fixed price, and can be entered for any postcode area on this page: Additional Dropoffs & Pickup Fees, Waiting Time & Return Trip Discounts Under the pricing calculator you will find these boxes: Price per dropoff/pickup For any via trip we add the extra mileage incurred in your quotes, but you can also add a flat fee on top of this for each stop. Hourly rate for waiting time Your hourly waiting time rate that you wish to charge in your quote for wait and return trips. Discount on wait & return trips What discount you offer for wait and return trips with a maximum of 20 minutes waiting time. The final item on the By Mileage page is if you charge an overnight increase. If you charge extra rates overnight you can add a percentage uplift, and the hours between which you charge this increased amount. If you do not operate overnight then you can change your operating hours in the My Availability section (see Page 7). Key points Please ensure you include our commission (10% for minicab bookings, 15% for Executive and minibus) when entering your prices. Please us your minimum fares these will be the cheapest possible booking you will receive from us. It is mandatory that you have entered in your mileage rates and vehicle uplifts as a bare minimum before we activate your account. You can adjust your mileage rates at any point, so if you find the bookings that you receive are a little off, you can change them. Page 5

7 My Pricing Other Pricing Options By Location Prices By Postcode Prices BY LOCATION To add a fixed price from a specific location to location, click on By Location then click Add Prices. You can then specify a start postcode, the radius around this postcode the price is applicable for, the finish postcode, the radius around the finish postcode the price is applicable for, and the 4-seater price for the journey. To make the price also apply for the reverse journey please click the Create a return journey price? Please note that for larger vehicles we will apply your larger vehicle uplift to calculate your quote. Remember to click Save after making any changes. BY POSTCODE Fixed prices by postcode area are our most widely used and reliable way of pricing popular routes, and we highly recommend you enter as many postcode area prices (PAPs) as possible. Typically, companies who have entered PAPs to cover their area receive significantly more airport work. The option to add PAPs becomes available once your account has been made active. To enter a PAP, click on By Postcode Area then click Add Price. You can then enter the pickup postcode, dropoff postcode and your saloon vehicle price for any trip starting in the first postcode area, and finishing in the second postcode area. If you tick the box underneath it will add an identical return journey and price too. Please note that prices for larger vehicles will be automatically calculated using your pricing uplifts on your By Mileage page. Additionally, the cheapest price that is currently listed on minicabit for the PAP you have entered into our system will appear beneath. Remember to press save once you re happy with your price! An example location price from London city centre to Oxford An example journey from Heathrow to Central London Alternatively If you want us to upload prices for you, simply us at admininfo@minicabit.com and we will send you an airport spreadsheet for you to complete and send back to us. This will be in a form of a matrix (start postcodes along the left-most column, finish postcodes along the top and corresponding prices in each box) or a columnised list (column A start postcode, column B finish postcode, column C price). Page 6

8 My Availability Setting Vehicle Numbers per day Minimum Notice Period After you have completed your My Pricing page, you will be able to access the availability page. On this page you can enter which vehicles you want to offer quotes for on our website and app. You can do this by clicking on the My Availability tab. Setting Vehicle Numbers per day On the vehicle availability table you can set how many vehicles of each type you have, on any given day of the week. The number of vehicles you enter will dictate the maximum number of jobs you can receive at the simultaneously. So, if you have entered 5 saloon vehicles, we will stop showing quotes for your saloon vehicles when you have 5 bookings to be completed at that same time. If you click the Same no. of cars every day box, then the rest of the table for that vehicle type will be filled with Monday s number. If you don t, you can enter different amounts into each box. adding vehicle availability on this table, you are accepting responsibility for subsequent bookings made. If you set your vehicle numbers to 0, you will not show for any quotes on our website and app for that vehicle type. This should only be used as a last resort when you have no cars available to take further bookings. Minimum Notice Period The second table is the minimum notice period table. This shows the minimum amount of notice you will receive before the pickup time for any local job. For nonlocal jobs we will add your notice period to the journey time. Notice period can be set at anywhere between 30 minutes and 24 hours but the shorter the notice, the more bookings you are likely to receive. If you want to change your minimum notice period, please us at admininfo@minicabit.com. You are required to complete all minicabit bookings so it is important that you always keep your car availability updated. By Page 7

9 My Availability Operating Hours Pausing Availability Free Pickup & Dropoff Areas Operating Hours Under the minimum notice period table you can set your operating hours. This sets when you will appear for pickups on our system. If you select around the clock, then your quotes will appear for pickups at any time of the day. If you select, for example, 7am to 7pm, bookings can still be made at any time, but the pickups for those bookings will only ever be between 7am to 7pm. If you want to change your operating hours, please us at Free Pickup & Dropoff Areas Below your operating hours you can enter your Free Pickup and Free Dropoff Areas. As detailed in the pricing section of this walkthrough, all mileage rate quotes are based on the distance from your base, to the pickup, to the dropoff. However, for any postcode area where you can pick up a customer without charging the mileage to get to the pickup, you enter them in the first box. This is useful for making yourself more competitive in your local postcode areas, where you don t start charging until the customer is in the car, in other words for the dead mileage. Pausing Availability At the bottom of the My Availability page, you will find the Pause Availability function. This allows you to stop your account from receiving any jobs with a pickup within up to 6 hours. To pause your account, simply select the vehicles you want to pause, select the amount of time you want to pause for, then press Pause availability. For example if you selected 6 hours, this means you can still receive bookings, but not with a pickup within 6 hours of the time you pressed pause. If you press the button again you can resume availability immediately. We will monitor how much you use this function and do not expect it to be abused. Similarly, for any postcode areas where you are happy to drop a customer off at and not charge them mileage to get to their initial pickup, you can enter them into the second box. This is useful for local postcode areas, and postcode areas where you know you will be able to get an onward booking, such as airports. Please note that if you were to select TW6, Heathrow Airport, as a free postcode pickup then you could hypothetically receive a job from anywhere in the country to Heathrow Airport without charging any dead mileage. Page 8

10 My Availability Key Points Key Points Always keep your vehicle numbers updated. You are obliged to complete all bookings that appear on your dashboard, and these are only made if you have specified vehicles as being available. If you don t have cars available, you can either pause your account with the pause availability button for up to 6 hours, or set your availability to 0. Your minimum notice period and operating hours can be changed at any time by ing us at admininfo@minicabit.com. The Free Pickup and Free Dropoff areas boxes make you more competitive in certain areas, so make sure you use these to get more bookings. Page 9

11 Key Terms and Conditions Fines for Rejecting Jobs Once your account is set up and activated, there are some important bits of information which is vital for you, your controllers (both day and night) and your drivers to know. Fines for Rejecting Jobs As mentioned in the My Pricing walkthrough, there are charges that minicabit will levy in certain situations to ensure the smooth running of all bookings. Rather than apply these charges, we would much prefer you to complete each booking. Every booking is based on your individual account settings, and if you have no availability at certain times, it can be reflected in your My availability vehicle table, or by pausing your account to prevent any bookings coming in at these points. Similarly, if your pricing doesn t seem quite right, you can adjust your mileage rates and fixed pricing at any point, so the power is in your hands! Page 10

12 Key Terms and Conditions The Dashboard Booking Flow Customer Changes to Bookings Customer Waiting Times Payment Terms Customer Complaints The Dashboard Booking Flow For every booking that appears on your dashboard it is vital that you mark each job as live as this lets us know you have seen the booking. If this is not done, one of our operators will have to call you to manually confirm the booking, and if they are not able to get through to you they will have to reallocate the booking to another provider and you will incur a fine. Similarly, once each booking is completed it is important that you mark it as complete. If this is not done, we will not be able to pay you, so it is in your best interests to mark jobs as complete as soon as possible! Customer Changes to Bookings A customer, when booking, has chosen a certain route, luggage and number of passengers with your company through minicabit, and that is exactly what they have paid for. After booking, if they want to change the number of passengers, luggage or route, you can charge any extra fees directly to the customer in cash, as stated in our Terms and Conditions. It is important you confirm this with the customer beforehand and we will be unable to claim this for you in arrears. Customer Waiting Times When a customer books with your company through minicabit, they are entitled to 15 minutes free waiting time after the pickup time stated in the booking. However, after this point you can either pull your driver away from the booking (having attempted to make contact with the customer first) or your driver can charge the customer extra for the waiting time in cash, payable up front. This is important as minicabit is not liable to pay any for any additional service or waiting time the customer has incurred. Payment Terms For all prepaid bookings we will transfer payment on the 2nd Monday after you have marked the job as complete on the dashboard, so a minimum of 8 and a maximum of 14 days. Any commission owed for cash bookings will be netted against payment owed for prepaid bookings. Statements are generated weekly on a Monday, itemising the jobs you have completed up to the Monday before, and including any outstanding balances. These statements are located under the Statements tab on your account. Customer Complaints From time to time, when bookings don t go to plan, we might receive complaints from customers regarding your service. We will pass these complaints on to you to, so that you can come to an amicable conclusion with the customer yourself. However, to ensure that all complaints are treated seriously, we require a confirmation that an investigation into the complaint is being made within 24 hours of sending the complaint over. Failure to respond within this 24 hour window may result in a 10 fine being applied to your account. Page 11

13 Getting More Bookings Customer Star Ratings Airport Approved Customer Star Ratings After taking a trip, minicabit customers are asked to rate their experience and also feedback on particular details of the trip, such as, the quality of the driver/vehicle, their punctuality in arriving for the scheduled pickup time and whether the best route was taken. This feedback directly determines your star rating and will be displayed next to your name and quote, so it can influence how many bookings you will gain via minicabit s platform, including airport jobs. Therefore, it is really important your office staff & drivers provide an excellent level of service to all customers throughout the booking experience, and encourage customers to rate their journey after they have completed each trip. If your rating declines significantly towards 1 star and you fail to improve it, it is likely we will have to remove your ability to receive any bookings. You can see your star rating score via your minicabit dashboard (top right corner of screen). Airport Approved Only once you have achieved a consistently high star rating from customers, and we can see you are managing our bookings smoothly, will you be able to attain Airport Approved status and start receiving our high value airport bookings. As airport bookings are typically the most time sensitive As airport bookings are typically the most time sensitive and high value bookings made through our platform, it is vitally important that only the most reliable cab operators are trusted with these bookings. If we receive significant negative customer feedback about your company, or if you reject or don t turn up to minicabit bookings, we will have to remove your Airport Approved status so you will stop receiving airport jobs. Of course, if you improve your performance, we can then reinstate this privilege. You can see your Ariport Approved status via your minicabit dashboard (top right corner of screen). Page 12

14 Getting More Bookings Summary Bar on Results Page Adding Executive & Premium Executive Fleets Reallocated Bookings Summary Bar on Results Page When a customer makes a search, they are presented with a range of quotes for their journey. By default, the quotes are ordered from least to most expensive, therefore, it is important to provide competitive pricing to appear as one of the top results. We also feature a summary bar that displays... Lowest Price: The cheapest quote vailable Best Rated: This is the quote with the best combination of customer reviews and pricing Best Executive Price: The cheapest quote for an Executive vehicle Lowest Price Nearby: This is the quote for the Cab Operator that s located closest to the pickup point and has the best pricing Quotes within the summary bar have a greater chance of being selected due to their more visible position on our quotes page. To take advantage of this feature and get more jobs through minicabit, it is important to provide competitive pricing and achieve high star ratings from minicabit customers by offering an excellent customer experience. Adding Executive & Premium Executive Fleets Through minicabit we can advertise Regular, Executive and Premium Executive fleets. If you want to add a new fleet to your account you can do this by pressing the Add Fleet Type button in the top right corner of your account at admin.minicabit.com, and selecting the relevant fleet type. You will then need to set your availability and pricing for this new account. You can do this by holding your cursor over each tab ( By Mileage, By Location, My availability for example) and a drop down menu will appear, from which you can then select the specific fleet. All bookings will appear on the same dashboard with minicab bookings coloured grey, Executive bookings coloured blue and Premium Executive bookings coloured yellow. To get each new fleet active you will have to us at admininfo@minicabit.com and request for it to be activated. Reallocated Bookings From time to time our controllers will call you to offer you bookings that the original provider cannot cover. They will offer these to you based on your account settings, but you are not obligated to accept these bookings as they were not made directly with you. If you accept the booking they will transfer the booking to your dashboard, and you can treat it in the same way as a normal booking. Page 13

15 Getting More Bookings Flash Sales Fixed Price Comparison minicabit Account Managers Flash Sales One useful feature of your minicabit account is the Flash Sales calendar ( Through this page you can enter in Flash Sales, which are short term price decreases that are advertised to the customer. You can dictate which day and at one time these sales occur, for which vehicles and the percentage or flat rate price decrease you want to offer. The original price and new price are shown side by side on our website, highlighted in red to display the discount the customer can receive by booking with you. This is a powerful tool that many of our partners use to boost booking volume during quite times. Fixed Price Comparison In addition to great service, customers are looking for a great price. In order to help you make your pricing more competitive, we can send you breakdowns of the fixed prices you have on your minicabit account in comparison to your nearby competitors. Additionally, we can also help you identify key routes by sending you breakdowns of the most popular routes in your local area, along with the most competitive quote on minicabit for that route. If you would like any of these documents, simply us at admininfo@minicabit.com and we ll send them back to you. minicabit Account Managers When you sign up with minicabit you don t only get access to our large customer base and trusted brand, but we will also assign an Account Manager to your account, who can help you with any settings related issues you might be having. If you want to get more bookings, want advice regarding your prices or want to learn more about any aspect of your account simply us at admininfo@minicabit.com and one of our dedicated Account Managers will help you out. Page 14

16 Further Help FAQs & Help Page Walkthroughs & Live Chat FAQs & Help Page For any questions and queries you have which haven t been addressed in this pack, you can also consult our: FAQ Page: Help Page: Walkthroughs For help and additional information on any of the pages on your account, you can click on the red Walkthrough button on the right hand side of the screen for further information. & Live Chat You can also us at admininfo@minicabit.com for any nonemergency queries, or via our live chat features at the bottom right corner of the admin.minicabit.com page when you need an immediate response. Page 15