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Standard Operating Procedure - Customer Updation

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Ravi Rundala
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31 views4 pages

Standard Operating Procedure - Customer Updation

Uploaded by

Ravi Rundala
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Standard Operating Procedure (SOP) for Updating Shipment Status to

Customers
1. Purpose: To establish a standardized process for providing timely and
accurate updates to customers regarding their shipment status.
2. Scope: This SOP applies to all employees involved in tracking,
updating, and communicating shipment status to customers at of Rightways
Air Logistics Private.
3. Responsibilities
 Customer Service Team: Responsible for initiating and sending
milestone updates to customers.
 Operations Team: Responsible for sharing periodic updates to
Customer service team.
 IT Support Team: Responsible for maintaining and troubleshooting
the software systems used for milestone tracking and updates.
4. Definitions
 Milestone: Key events in the shipment process, including but not
limited to pick-up, connection, upliftment, offloading and delivery.
(Refer Annexure-A- List of important Milestones)
 Customer: The entity or individual who has engaged with Rightways
Air Logistics Private Limited for Air Freight services provided by
Air/Train, Road.
5. Procedure
5.1. Tracking Shipment Milestones
1. Daily Monitoring:
o The Operations Team will monitor shipment status through the
tracking system at regular intervals (e.g., every 4 hours).
o Update the system with the latest information as soon as new
milestones are confirmed.
2. Verification:
o Verify all milestone data for accuracy before communicating
with customers.
5.2. Preparing Customer Updates
1. Information Compilation:
o Compile PAN India requests from mail and WhatsApp group.
oSecure shipment status from PAN India operation team against
each and every pickup request.
o Compile relevant milestone information, including current
status, expected delivery date & time, and any issues
encountered.
o Ensure all details are clear and concise.
2. Update Format:
oUse the standard template for customer milestone updates to
maintain consistency.
o Include shipment tracking number, detailed status, and contact
information for further inquiries.
5.3. Communicating Updates
1. Email Notification:
oSend an email to the customer using the standard email
template.
o Include subject line, shipment details, milestone information,
and next steps.
2. WhatsApp Notification:
o Update shipment status in respective customer groups at
regular intervals.
3. Phone Notification (if necessary):
o For critical updates or high-priority shipments, follow up with a
phone call.
o Document the call details in the customer’s file.
4. System Integration:
o Update the customer portal with the latest milestone
information.
o Ensure the portal reflects real-time status for customer self-
service.
5.4. Handling Inquiries
1. Customer Inquiries:
o Respond to customer queries related to shipment status
promptly.
o Provide clear and accurate information based on the latest
available data.
2. Escalation:
oIf issues or discrepancies arise, escalate to the Operations
Manager for resolution.
o Communicate any significant changes or delays to the customer
immediately.
o In case if there is no response from any team member or his
reporting boss, it shall be escalated to the Management.
6. Documentation
 Milestone Updates Log: Maintain a log of all milestone updates sent
to customers.
 Customer Communication Records: Keep records of all emails and
phone calls made to customers.
7. Review and Compliance
 Quarterly Review: The Customer Service and Operations Teams
will review this SOP quarterly to ensure its effectiveness and make
necessary updates.
 Compliance Check: Regularly audit compliance with this SOP to
ensure all customer milestones are communicated as per the outlined
procedure.
8. Contact Information
 Customer Service Manager: [Name], [Phone Number], [Email
Address]
 Operations Manager: [Name], [Phone Number], [Email Address]
9. Approval
 Prepared & Approved by: Mayur Patil, Director, 26.07.202

This SOP ensures that customers receive timely and accurate updates on
their shipments, enhancing customer satisfaction and operational efficiency.
Annexure- List of Updates
1. Vehicle on the Way for Pickup Vehicle Number-
Driver Number-
Current Vehicle Location-
2. Vehicle Reported at Pickup Location
3. Shipment Collected
a. LR No-
b. No of Boxes
4. Shipment Connected
a. LR No-
b. No of Boxes
c. Flight No-
d. Flight Dep. Time-
5. Upliftment Status
a. LR No-
b. No of Boxes
c. Flight No-
d. Flight Dep. Time-
e. Status- Uplifted/Offloaded/Misrouted
6. Retrieval
a. Flight Landed.
b. Shipment under clearance.
c. Shipment received at destination.
7. Out for Delivery
a. Vehicle Number-
b. Driver Number-
c. Current Vehicle Location-
8. Delivery
a. Vehicle reported at delivery location.
b. Delivered
c. POD Copy

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