Tool
One delivery claim, end to end
How many claims come in a month, how many minutes closing each one takes, what an hour of the person answering costs, what share ends in a wrong credit note and what that costs. Below, the same claim with an agent: where it goes, what it does at each step and what stays with a person.
One delivery claim, end to end
- the agent does it
- a person does it
- always a person
the steps of the claim
- Identify which order they meanOrders
Resolves the order from the phone number, the name or the last purchase, without asking for a number the customer does not have.
- Query the carrier for the statusCarrier
Asks the carrier by tracking number and brings back the last event with its date, during the conversation.
- Translate it into a dateCarrier
Turns in transit into when it was due, what has happened since the last event, and whether to wait or whether this is already a problem.
- Spot the delayed shipmentCarrier
Compares status against the window and flags the ones that slipped, instead of waiting for the customer to notice first.
- Write before they askWhatsApp
Messages the customer of a delayed shipment before they message, which is the only way the second message never exists.
- Open the claim with the carrierCarrier
Assembles the claim with number, due date and last event, ready to send, which is the step postponed today for lack of time.
- Log the case and what the carrier saidCRM
Records what was asked, what the carrier answered and what the customer was told, so the next message does not start from zero.
- Commit to a new dateCRM
Promising a customer a day is a decision. A person makes it, with the claim already open and the carrier's answer in view.
Today that is 70 hours a month and 12 enquiries answered badly. Between the time and the second round, USD 1,320 a month.
With the agent holding 7 of the 7 steps, 3 hours and USD 60 are left.
The difference is USD 1,260 a month, USD 15,120 a year.
And 36% of that difference is not time: it is the answers that do not produce a second message the next day.
Of what a person still does, the heaviest step is: Commit to a new date.
You set all five numbers. How the minutes split across steps is ours, taken from how it gets done by hand. The modelling assumption: the badly given answer falls in the same proportion as checking the status and translating it stop depending on somebody having time.
This object is the interactive half of an article: Answering where an order is takes four screens and one translation