The CX Fleet app helps you manage every step of the load from quoting to allocating bookings. It also helps you instantly communicate with your customer and keep them updated on the progress of your load without needing to email or call them.
IN THIS ARTICLE
- How to find and manage your bookings
- How your customer stays updated
- What to do if complications arise during a booking
How to find and manage your bookings
Step 1) Tap on ‘Bookings’.
Step 2) Tap on ‘Received’.
Step 3) When your quote was accepted and the booking confirmation sent to you, you should be able to find the booking in this list.
You have the option to view the upcoming booking on a map, see the booking details and allocate it to another member on the Exchange or to a driver in your fleet.
Step 4) Tap ‘View on Map’ to see the route of the booking.
Step 5) Tap ‘View Booking Details’ to see more information about the load.
You can scan documents or take photos if you need. You can also allocate the booking to someone in your fleet.
Step 6) Go back to ‘Bookings’ and tap on ‘Allocated’ to see all your allocated bookings.
Step 7) Tap on ‘Booking Status History’ to see how the driver’s getting on with the load.
How your customer stays updated
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.
When you or your drivers are on their way to the collection point, they would tap ‘On my way to pickup’.
Once they’ve arrived at the pickup point, they’d select ‘On Site (Pickup).
They’d continue with the following steps and do their updates for every step of the booking until they’ve arrived at the delivery point.
What to do if complications arise during a 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.
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