Delivery Completion Data Resolutions

Included in this article:

1. Overview 
2. No Fit / Faulty Orders
3. No Homes

1. Overview

Delivery Completion Data captures guest feedback on the road team’s orders. Delivery Teams and Technician’s electronically contact Guest Care for all no issues calls via Package AI and call into Guest Care for every issue call to provide real time service to guests, track the performance, and reconcile items to support the completion process. 

Benefits of the Delivery Completion Data Process include: 

• Real-time guest contact with a Guest Care Agent facilitates immediate customer service resolutions based upon our TDG Resolution Stream, setting the guest expectation. 
• Confirmation of items delivered and refused to support the invoicing process and avoid possible BIEs (Billed in Error) 
• Allows modification of orders in a timelier manner 
• Parts ordering in real time 
• Product arrives in SNL with proper status, ready for SNL administration 
• Invoicing of all delivered exchanges, COGs, returns and trouble orders at the end of each business day  
• Generating the Technician Cancellation List and contacting guest, as required  

2. No Fit / Faulty Orders

When we have a guest who has experienced a no fit or faulty order, we need to email the selling store location to have the sales personnel reach out to the guest to further discuss. This could result in the guest reselecting new product, ordering the correct product originally requested, or refunding the guest. 

3. No Homes

When we have a guest who is not home for their scheduled appointment (delivery or technician), the following procedure must take place:

      1. Contact guest on all available telephone numbers

            a. If we do not reach the guest, leave a voicemail that we will have the drive team wait 15 minutes, however after that we will need to move on with their day.

            b. If we reach the guest, advise them that we will have the drive team wait 15 minutes, however after that we will need to move on with their day. 

      2. Update the orders Audit Comments Log with the first no home contact, if a voicemail was left or if we spoke with the guest and the details of the conversation

Should the guest not be home after 15 minutes, the following procedure will need to occur:

      3. Contact guest on all available telephone numbers

            a. If we do not reach the guest, leave a voicemail that we will have the drive team will need to move on with their day and to call back to rebook a new possession date

            b. If we reach the guest, advise them that we will have the drive team will need to move on with their day and we will call them tomorrow to rebook a new possession date

      4. Update the orders Audit Comments Log with the second no home contact, if a voicemail was left or if we spoke with the guest and the details of the conversation