One System Across Multiple Touchpoints With Real Time Visibility

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3 One System Across Multiple Touchpoints With Real Time Visibility 3

4 PROCESS FLOW FOR ORDER PLACEMENT VIA XDEL HOTLINE ORDER PLACEMENT CUT OFF TIME EXPRESS SAMEDAY from 9.00am by Same day by Next day by 6pm Basic Information required User name & Department Service Requested Type of shipment (Doc/Parcel) Pickup location postal code & details Delivery location postal code & details Pickup ready timing Lunch time to avoid? Consignment Note Number (if any) Reference Number (if any) Customer Service officer logs in the order into XDel Order System Courier deliver shipment and update delivery status Users Delivery status is ed to the User. In the event of a failed delivery notification, User can reply to the notification directly with new instructions Operations despatch Courier to pick up the Consignment Ops Control Upon order acceptance, is sent to the user on the job details with the Consignment note (PDF) Shipments are scanned to the Courier and out for delivery Shipments are checked into XDel Hub and re-routed to different Courier for onward delivery Courier update pick up status and return the shipments to XDel Hub Courier look for the Admin staff and collect shipment from the Collection Point User print 1 copy of the Consignment note and tag to the shipment and place at the collection point 4

5 PROCESS FLOW FOR ORDER PLACEMENT VIA XDEL ONLINE ORDER PLACEMENT CUT OFF TIME EXPRESS from 9.00am by 2.00pm from 9.00am Same by day 11.00am by After 11am Next & day before by 6pm 3pm Users Basic Information required User name & Password Service Requested Type of shipment (Doc/Parcel) Pickup location postal code & details Delivery location postal code & details Pickup ready timing Lunch time to avoid? Consignment Note Number (if any) Reference Number (if any) Delivery status is ed to the User. In the event of a failed delivery notification, User can reply to the notification directly with new instructions User log into XDel Online and enter the job details and select the Pick up Ready time of either 10am or 3pm User print 1 copy of the Consignment note and tag to the Consignment Ops Control Courier deliver shipment and update delivery status Shipments are scanned to the Courier and out for delivery Shipments are checked into XDel Hub and re-routed to different Courier for onward delivery Courier update pick up status and return the shipments to XDel Hub Courier look for the Admin staff and collect shipment from the Collection Point Operations despatch Courier to pick up the Consignment User place the consignment at the designated collection point 5

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9 XDel Online Home Page Menu Bar: Manage Address Book Create Delivery Order Manage Unposted Jobs and Track Current Jobs Track International Air Way Bills Track inventory in Xdel warehouse Click here to create new delivery jobs immediately 9

10 XDel Online Menu Bar DELIVERY JOBS: Under the Menu Bar, you can also select the Create Delivery Orders as well as Manage Unposted Jobs. In addition to this, you can also Look at your Job History and also track your posted jobs from the Menu Bar. MANAGE: Click on this Menu Bar to change your PASSWORD. 10

11 XDel Online Manage Address Book Click to view contacts in alphabetical orders 11

12 XDel Online Manage Address Book Choose the number of addresses to be displayed in one page Click ADD to add a new contact to Address book After selecting the alphabet of contact, refine search by keying the keyword of contact. 12

13 XDel Online Add A New Contact ADDRESS: REMEMBER POSTAL: Input the Postal Code of the address to auto populate the address for Block and Street. Do not forget to key in the unit number to the address if there is one. Red asterisk * refers to mandatory fields SAVE: Once all the fields are completed, click SAVE to proceed to next step 13

14 XDel Online Add A New Contact Contact Person of New Address: Next, add contact details in order to use the new address. 14

15 XDel Online Add A New Contact System will prompt that contact number is invalid when the wrong starting digit of the contact number is keyed in. 15

16 XDel Online Add A New Contact Click SAVE to complete adding the contact to the address book. Notification of contact successfully added. 16

17 XDel Online Add Another Contact Person to Same Address Key in a new contact and click SAVE to add more contact person to the same address. 17

18 XDel Online Deleting Contact from Address Book Click button to deactivate contact from address book. Then click SAVE to complete removing the contact. Notification of contact successfully removed. 18

19 XDel Online Edit Contact CONTACT: Click EDIT to make changes to contact. CONTACT: Click EDIT CONTACT to update or amend contact details then click SAVE. 19

20 XDel Online Create Delivery Order Click NEXT unless you are using another person s account to key in the job. 20

21 XDel Online Create Delivery Order Service Type: Click on box to select if the job is One-way or Two-way. 21

22 XDel Online Create Delivery Order Shipment Type: Click on box accordingly to select type of shipment. Shipment Type Definition: Unsure what is your shipment type? A prompter box with shipment definition will pop up to help you make the right selection. 22

23 XDel Online Create Delivery Order Shipment Dimensions: For delivery of light parcel or parcel, you are required to key in the Length, Width and Height to automatically generate the volumetric weight. Quantity: Key in number of parcels to be picked up. 23

24 XDel Online Create Delivery Order D/O or Invoice: Key in D/O or Invoice reference number that is tagged to this job, if any. 24

25 XDel Online Create Delivery Order SHIPMENT READY DATE: Select the date when the shipment is ready to be picked up. Once date is selected, indicate if there is any lunch hour to avoid picking up shipment 25

26 XDel Online Create Delivery Order Shipment Ready Time: Indicate the time that shipment is ready to be picked up. If there is a lunch hour to be avoided, these timing will automatically be blocked off for selection. 26

27 XDel Online Create Delivery Order PICK UP TIME: Once the various fields for Pick Up are selected, you can proceed to click on DELIVERY TIME. 27

28 XDel Online Create Delivery Order DELIVERY START DATE: Select Delivery Date before proceeding to select lunch time avoidance, delivery start time and delivery by time. 28

29 XDel Online Create Delivery Order DELIVER BY: Depending on selection of delivery start date, lunch avoidance and delivery start time, the system will automatically display the deliver by time. 29

30 XDel Online Service Available Click on CONFIRM button to confirm the service type available for your account. NOTE: Not all accounts have the services displayed above. 30

31 XDel Online Create Delivery Order (Two-way) Refer to steps for PICK-UP TIME and DELIVERY TIME for One-way order. Once delivery time is completed, click on RETURN TIME. 31

32 XDel Online Create Delivery Order (Two-way) RETURN: 1. Select Shipment Type 2. Input D/0 or Invoice reference tagged to the return job 3. Select 32

33 XDel Online Create Delivery Order (Two-way) RETURN: 1. Select Shipment Type 2. Input D/0 or Invoice reference tagged to the return job 3. Select Return Start Date 4. Indicate if there s lunch hour to avoid 5. Select Return Start Time 6. Return by time choices will be automatically generated 7. Select the Return by time 33

34 XDel Online Services Available for Two-way Click on CONFIRM button to confirm the service type selected for each job that are made available for your account. NOTE: Not all accounts have the services displayed above. 34

35 XDel Online Create Delivery Order Address Book: Alternatively, click here to retrieve sender s information from Address Book. Postal: Key in postal code to autopopulate address. DON T FORGET To key in unit number if there is one Instructions: If there s special instructions to note, please key here. E.g. Look for envelope for ABC Company DON T FORGET Click SAVE once all fields are completed. 35

36 XDel Online Create Delivery Order Address Book: Search for recipient by selecting the Alphabet and refine the search by keying in the key word. Select the intended recipient from the generated list. 36

37 XDel Online Create Delivery Order Address Book: Select the contact person if there are more than one contact person recorded for this delivery address. DON T FORGET Key in pick up instructions if any. DON T FORGET Click DELIVERY ADDRESS to enter address BACK: Click here to go back to Service Selection 37

38 XDel Online Create Delivery Order Address Book: Alternatively, click here to retrieve recipient s information from Address Book. Postal: Key in postal code to autopopulate address. DON T FORGET To key in unit number if there is one 38

39 XDel Online Create Delivery Order Save A New Contact If keying in a new contact which will be used frequently in future, you can save this contact into the address book by clicking here. Delivery Instructions If there are special instructions for delivery, please key here so delivery success rate is higher. Don t Forget Click RETURN ADDRESS to key in address. 39

40 XDel Online Create Delivery Order Address Book: Alternatively, click here to retrieve recipient s information from Address Book. Postal: Key in postal code to autopopulate address. DON T FORGET To key in unit number if there is one Don t Forget Click NEXT to complete the delivery order 40

41 XDel Online Create Delivery Order ONE-WAY TWO-WAY 1. A summary of the order will be displayed 2. Click on the EDIT buttons at any section to make changes 3. If the order is correct, simply click SUBMIT to confirm the order. 41

42 XDel Online Create Delivery Order A prompter box will pop up to confirm that the order has been submitted successfully. 42

43 XDel Online Create Delivery Order 1. Print out the consignment note/s and attach to the shipment. 2. Hand shipment with consignment note/s to courier messenger during pick up. 43

44 XDel Online Printing Consignment Note PRINT CONSIGNMENT NOTE: Click on the Print Icon to print one copy of the Consignment note and attach to the document or shipment before placing at the designated area. SAVE CONSIGNMENT NOTE: Click on the Save Icon to save the Consignment note to your local hard disk for your own reference. 44

45 XDel Online Manage Unposted Jobs UNPOSTED JOBS: Jobs which you have created but have not been posted. You can choose to Delete (Remove) individual or all unposted jobs. You can choose to create all the jobs first and then send all the unposted jobs at once. You can edit the unposted jobs before you post the job. 45

46 XDel Online Manage Unposted Jobs UNPOSTED JOBS: This message will appear if you are deleting an unposted 2-way job. Deleting any part of the job will cause the entire order to be deleted. 46

47 XDel Online Track Delivery Jobs SEARCH AND TRACK POSTED JOBS: For tracking of posted jobs, you can select by Date Range. Click on one of the coloured boxes to view only jobs Completed, In Progress or Attempted. Under Options, you can: 1. Retrieve the Consignment Note to save or reprint. 2. Track the Job status 3. Add Instructions to the Job if it has not been set to DIP status 4. Cancel the Job if it the job is not set to DIP status. For jobs cancelled while in DIP status, a stop shipment charge is imposed. 5. Chat with our Customer Service via VCS Choose to view jobs by: 1. Job number 2. Status 3. Receiver 4. Delivery From or By schedule 5. Service Type 47

48 XDel Online Track Delivery Jobs Viewing Details of Job 48

49 XDel Online Track Delivery Jobs Viewing Job s Consignment Note 49

50 XDel Online Track Delivery Jobs Tracking Job Details 50

51 XDel Online Track Delivery Jobs Stop the Job 51

52 XDel Online Track Delivery Jobs (Stop Shipment) Shipment Stopped: Key in reasons for stopping shipment. Once successfully stopped, a notification box will pop up to confirm. 52

53 XDel Online Track Delivery Jobs Chat with XDel Customer Service Agent on Job VCS available on: Monday to Friday, 9am to 6pm and Saturday, 9am to 1pm Unless it is a public holiday in Singapore. 53

54 XDel Online Track Delivery Jobs Input of new instructions 54

55 XDel Online Track Inventory 55

56 XDel Online Settings Change New Password: 1. Key in old password 2. Key in new password 3. Confirm new password 56

57 Status Codes STATUS CODE PU DS OK RT SS BAD CAD ND NH RD POD PIP DIP RG SCL BAP CAP RD04 FP DESCRIPTION Shipment Pickup Shipment Destroyed / Disposed Shipment Completion Returned to Shipper Shipment Stopped Bad Delivery Address Closed on Arrival At Delivery Location Not Delivered Not In Office / Home Rejected Delivery Proof Of Delivery Pick Up In Progress Delivery In Progress Recall Goods Self Collected Bad Pickup Address Closed On Arrival At Pickup Location Wrong Receiving Facility / Address Failed Pickup STATUS CODE NG OKP IWD-SCH PNR WHSE-OPS WHSE-CCA REPICK IDA SSCL RCL WHSE-PSCH WHSE-SCHED WHSE-SCL RGCNCL NR CCSCH WHSE-PDEL WHSE-PSCL OKV DESCRIPTION No Shipment In Hand Shipment Completion w/out Proof Job Scheduled (Item With Driver) Pick Up Not Ready Checked In To Warehouse - Ops Checked In To Warehouse - Cust Care Pending Reattempt Pick Up Insufficient Delivery Address Customer Scheduled Self-Collect Item Recall - Undelivered Pending Scheduling Customer Scheduled Delivery Customer Self Collection Cancel Recall Goods Not Required Cust Care Scheduled Item Prepared For Delivery Item Prepared For Self-Collect Shipment Completed Pending Verification

58 Useful Contacts and Escalation Customer Service Hotline Customer Care Team Customer Service Supervisor Online Technical Issues Key Account Management Finance After Office Hours Contact

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