Cheetah Service Desk – Customer Service
Cheetah Customer Service applications provide information on routes and stops for customer service to use when providing support to customers and on quality metrics when reviewing individual driver performance
Cheetah Service Desk and Cheetah Stop Monitor are the applications used by the CSRs to view Predicted ETA’s, Real-time maps and Status, Track Orders, Messaging, and Historical and Live GPS.
Cheetah Service Desk
Service Desk supports the data entry, searching and updating features required to service the customer and give them up-to-date information about their orders. The application offers searching for customer orders by name, phone number, or transaction number. Orders are presented with all relevant information needed by a customer service representative while conversing with a customer. Basic order management functions such as rescheduling and canceling can be performed within this interface. Additionally, special instructions and other special handling notes can be placed into an order through this screen. Messages can be sent to the driver performing a stop for a customer from the Service Desk. Additionally, the history of message communication between Terminal Office and Customers and the Drivers is available for viewing through this application. While a customer is on the phone, the customer service representative can see the currently projected arrival time and the ETA to the stop for that customer, as well as other information about the current status of the stop.
Cheetah Stop Monitor
The Customer Stop Monitor is used to monitor the progress of the drivers during the day and is used to provide the CSR with information regarding stops that are going to potentially be late or that have some problem with the delivery. This information is used to contact the customer and track their interaction. All potential problems are assigned among available CSRs and are prioritized according to the severity of the problem. This subsystem is continuously updated by Cheetah Logistics Framework in real time.
Cheetah Customer Service Application Features and Display details:
Name, address and phone number
Line-item order/service information
Special instructions & comments
Customer digital signature and signer name
Projected & actual arrival and depart times
Pre-caller name, status, and time
View route progress
View stop status for exceptions
Route id, stop no., dock, and driver
Cheetah Stop Monitor application can:
Prioritize customer’s potential or actual problems
Allocate issues across available CSR for immediate resolution
Track customer contacts with date time and response.
Filter issues by location and type of issue
Assign driver messaging to specific CSRs
Dispatchers and Customer Service Representatives can:
Search for orders by name, phone numbers, transaction, or PRO
Search for driver by name or ID
Update customer information
Add or modify a pickup or delivery transaction
Add special instructions, notes, or other comments
Cancel or reschedule orders in the query screen
Send and receive messages from drivers
View messaging history associated with an order