The CX platform has many smart tools designed to help you make your booking a success. You can effortlessly manage every step of your load transportation while you’re on the go using the mobile app which keeps your customer updated and helps you stay organised.
IN THIS ARTICLE
- Overview of the Diary
- How to update your customer
- What to do if there are complications during the booking
Overview of the Diary
The Exchange stores all your activity in the diary, even if a load has already been completed or cancelled. It also syncs with real-time status updates from your mobile app so your customer can track your progress.
The Diary has 7 important functions:
1. Emailing PODs (the only proof you have that you’ve delivered the load and must be submitted with your invoice).
2. Creating invoices - Use SmartPay to create invoices
Raise a supplementary invoice or credit note
3. Leaving feedback
4. Running payment reports
5. Doing manual status updates for your journey
6. Viewing current or past bookings
7. Making internal notes
How to update your customer
The only way your customer can stay updated at every stage of your booking from pickup and delivery is through live status updates and frequent communication. This is important as they need might need to compensate for changing ETAs, any issues you experience en route, or simply having peace of mind that their load will arrive safely.
All status updates reflect in real-time in your customer’s Diary.
Live Status Updates
When you’re on your way to the collection point, select ‘On my way to pickup’.
Once you’ve arrived at the pickup point, select ‘On Site (Pickup).
Continue following these steps and do your updates for every step of the booking until you arrive at the delivery point.
What to do if there are complications during the booking
Let’s face it – we're human and sometimes certain events happen that we have no control over.
It might happen that complications arise during your booking:
- Falling ill;
- Encountering a roadblock or unexpected road closure;
- An issue with your vehicle (breakdowns or engine not starting);
- Conflicting pickup or drop off schedules;
- A sudden family emergency.
If this is the case, we urge you to immediately contact your customer so they can make another plan or arrange for another driver to take over your booking.
To avoid receiving negative feedback for an unforeseen circumstance, we encourage you to collect as much evidence as possible proving that there genuinely was a problem and you couldn’t proceed with the booking. The more evidence you have that you were ill, or encountered road or vehicle issues, the more able we’ll be to protect you.
Here are some ideas of the type of evidence you can provide us with:
- Photos or videos of traffic, roadblocks, or any other route complications
- Photos or videos of your engine not starting, any evidence of a breakdown like a receipt from a Tow Truck Operator etc.
- A doctor’s note or any evidence proving that you could no longer operate the vehicle and went to seek medical attention.
Although this situation was out of your control, please keep in mind that it was an inconvenience for the customer who will now have to make alternate plans and potentially at a greater cost.
To avoid receiving negative feedback, it’s best to provide us with as much evidence as possible and communicate clearly with your customer.