Package AI

1. Overview
2. Important Views within the Desktop Application
3. Routes Console Screen 
4. Reviewing Delivery Time Frame Windows 
5. Reviewing Guest Communications via Package AI
6. Cancelling Delivery for Future Date 
7. Cancelling a Delivery for Today
8. View the Day Level Summary
9. How to Read the Day Level Summary
10. Delivery Dashboard 
11. Review Driver Stops Procedure 
12. Update an Order in Package AI Procedure 
13. Delivery Reports
14. Run Jenny for Delivery Time Frames 
15. How to view what PAI chats are assigned to you

1. Overview

Delivery Completion Data (DCD) captures customer feedback on the road team’s orders. Delivery Teams and Technician’s electronically contact the Service Center for all no issues calls via Package AI and call into the Service Centre for every issue call to provide real time service to customers, track the performance and reconcile items to support the completion process. Benefits of the Delivery Completion Data Process include: 

• Real-time customer contact with a Guest Care Agent facilitates immediate customer service and an understanding of how well we perform to customer's expectations and our promises. 
• Confirmation of items delivered and serviced to support the completion process.  

Additional plan benefits include:

•  Product arrives in SNL with proper status, ready for SNL administration 
• Sets up automated completion reconciliation 
• Allows re-scheduling deliveries and modification of orders in a timelier manner 
• Immediate resolution 
• Parts ordering in real time  

Website: https://app.package.ai/login/tdg/#/default 

Username: guestcare@dufresne.ca 

Password: 1234

2. Important Views within the Desktop Application

Map View

Orders View

Order Detail

Icons

Icon List: Truck

Icon List: Stop

3. Routes Console Screen

Below will provide you an overview of how to understand the Routes Console Screen.

4. Reviewing Delivery Time Frame Windows

See below to determine how to review our guests three hour time frame windows. 

5. Reviewing Guest Communications via Package AI

Within the Routes Console Screen, click the required run, which will allow you to view the guest communications with Jenny.

6. Cancelling a Delivery for a Future Date

Use the following procedure to update PAI when a guest messages to cancel their future delivery date:

      1. On the main page in package AI, click on three dots 

      2. Select Cancel this Stop from the available options 

      3. Click on character figure 

      4. From drop down menu, select delivery planner this cancellation pertains too 

            a. If 885 region, select 885 Delivery Planner 

            b. If 888 region, select 888 Delivery Planner  

            c. Etc.  

Note: Delivery planning will remove order off manifest to ensure pick, prep, stage process doesn’t occur within the distribution center. 

Important! DO NOT mark the conversation as resolved, as communication will disappear, resulting in delivery planning will being able to see it.  

If the characters color is red, this means delivery planning was looped in successfully.  

7. Cancelling a Delivery for Today

Use the following procedure to update PAI when a guest messages to cancel their delivery for today:

1. In the main page of Package AI, click the three dots 

2. Select Cancel this stop 

3. Mark conversation as resolved 

Note: Do not loop in delivery planning as they are not required since this is day of delivery.   

8. View the Day-Level Summary

Transportation Supervision can use the Day-level Summary screen to monitor the drive teams (Delivery and Technician’s) throughout the day. 

1. In Package AI, click the Menu icon and choose Day-level Summary. It defaults to today’s date.  

2. Review the graph and route information to see how the day is going. 

3. Contact the Drive Teams as required to review stops completed, or if you notice the Drive Team is outside their time frames (falling behind) to see if they need additional assistance.     

9. How to Read the Day-Level Summary

10. Delivery Dashboard

Transportation Supervision and the DCD Team use the Console in Package AI to monitor the drive teams (Delivery and Technician’s) throughout the day. If a Drive Team contacts DCD with a concern, the Agent must update the order in Package AI. 

11. Review Driver Stops Procedure

      1. In Package AI, click the Menu icon and choose Routes Console. 

      2. Click on the appropriate route from the left-hand navigation pane.  

      3. Review the top navigation pane to see the status of the run immediately, including how many calls were completed, failed, on route, confirmed, referred to an agent, etc.       

      4. Do one of the following:

             a. Referred to Agent 

                    i. Click on the Referred to Agent icon. The orders display in the left-hand pane.  

                    ii. Review the order information and contact the guest as required. 

                    iii. Update the service order in Storis. 

            b. Out of Time Window 

                    i. Click on the Out of Time Window icon. The orders display in the left-hand pane. 

                    ii. Review the order information and contact the Drive Team. 

                    iii. Determine next steps with the Drive Team and contact the guest to notify of new time window or cancellation. 

                    iv. Update the service order in Storis. 

           c. Failed Deliveries (partial or incomplete order) 

                    i. Click the Failed icon. The orders display in the left-hand pane. 

                    ii. Review the order information for Driver comments. 

                    iii. Contact the guest to initiate resolution stream. 

                    iv. Update the service order in Storis. 

12. Update an Order in Package AI Procedure

1. In Package AI, click the menu icon and choose Routes Console
2. Double click on the required route from the left-hand navigation pane
3. Click on the required stop number to view more information about the delivery

       4. To edit the order, click the ellipsis icon and choose Edit

       5. Update the order as required

       6. In Storis, update the Audit Comments Log accordingly

       7. Process the order and contact the guest as per standard operating procedures within Storis

       8. Click Save

13. Delivery Reports

There are a few different reporting functions we have within Package AI, including:  

      · General stats 

             o Yesterday 

             o 3- Days 

             o 90 Days 

      · Customer Communications 

      · Feedback and Rating 

      · Financials 

      · Job Durations 

Example of how to run a report:

14. Run Jenny for Delivery Time Frames

The day prior to the delivery date we will use Jenny to send out our delivery confirmation windows. Guests who confirm the visit are identified with a green thumb’s up icon on the Status bar. If the guest replied with a ‘non-positive’ response, the order is marked as ‘Referred to Agent’.  

      1. Chose ALL from the left-hand navigation pane.  

      2. Click Run Jenny from the top right-hand corner. 

      3. Do one of the following:  

            a. Click Cancel to stop Jenny from contacting the guests. 

            b. Click Yes to initiate the calling / text. 

      4. Do one of the following:  

            a. If the guest replies with a positive response, no further action required.  

            b. If the guest replies and wants a new time window, determine if you can accommodate.  

                   i. If you can adjust the route to accommodate, notify the guests of their new time frames. Update the Audit Comments Log of the sales order to reflect this change. 

                   ii. If you cannot adjust the route, notify the guest that they either must keep the time frame or reschedule the delivery. If they choose to reschedule, send them Guest Care’s telephone number (provide 1-800 number). 

Note: DCD is responsible for all guest communications on the day of delivery.  

15. How to view what PAI chats are assigned to you

Use the following process when wanting to view what PAI chats are assigned to a specific individual:

      1. In the Customer Support Chat box of Package AI, click on the Filer by Agent box  

      2. Select No Filter 

      3. Select your name from the drop down list 

You will now be able to view all chats that are assigned to you currently through Package AI via the left side navigation bar.