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Pain Points (broken down by department that is will relate to sales) (CST…
Pain Points (broken down by department that is will relate to sales)
Sales
Chat rota?
Customer handovers - how do we ensure returning customers stay to one account manager? Schools, corporate etc
System errors - Salesforce?
Communication with Clarkes ops
Not being told when a job has gone wrong
Switchboard for incoming calls to streamline the enquiry to the right department
Have a generic number for outbound calls when dealing with NX customers - e.g. 0845 or 0300 so people are more likely to answer. If they are based up North for example, they wont answer an 01634 number from Kent
Finance
The way invoice will not show 20% to pay
Coach manager being shut down on 1st of each month during trading hours
Very old school outlook from account
Communication
From sales point of view I would not be able to take a payment at present training would be good
Times when no refunds can be made when customers are due money
How long it takes to refund a customer at times due to the amount of paperwork etc CS need to fill in
Marketing
Contracts
CST
Lack of communication when process change
Customers waiting for invoices
Awaiting cases to be actioned which lead to client chasing Sales Ex
Payments who can tale which type and when
The way invoicing is actioned
Client contact sales chasing complaints when already had a case sent
No update on complaints from our customers
Extra info itineraries etc no hand over process
System automatically assuming customer is a male. Take out the salutation
Contact numbers
Company id/vehicle id/vehicle type all being different because of the way we're receiving a lead gets very confusing when it comes to scheduling.
Applying booking references and reasons when sending through to cases
Operations
Smarter Allocations - using correct depots etc
More details from customer/sales for pick up and drop off locations
Correct vehicle allocation - use more suitable sized vehicles for the passengers numbers. Eliminate using 60+ seater for 50 pax
Better communication across departments
More private hire info - not just postcodes
Payroll and allocations systems do not talk to one another - Drivers hours sold vs Drivers hours allocated vs Drivers hours delivered needs to be seen
Reporting for month end is also a bit of a task with many different spreadsheets carrying the same information going to different people
BD