Control Tower

Weekly Meeting 18 March 2022

Index

○ Strategic
○ LT Team
○ Ops Support (Mitra & Retail )
○ Facebook Project
○ Order Processing
○ VIP Team
○ Customer Experience
○ Atoor and Shopify
○ Fleet
○ QA
Strategic
Meeting Index

• OKR Tracker Overview

• Highlights

Control Tower Shipper

 OKR Tracker Overview

Control Tower Shipper

 Highlights
● External Audit by Jhon Team is on-going, ETA scoring completed by next Tuesday 22 March.
● Feb’22 Freshdesk report have been shared. Will continue discussion with the Tech team to continue the continuous improvement especially for the shipping rate
discrepancy
● Productivity & Monitoring Dashboard of Order Processing team ETA end of Q1 (Product team - Nicho)
● Quality Audit Q1 Learnings & Q2 Plan. Can be reviewed through this Link
● Tokorame discussion will be conducted with AM on next Tuesday. This is to have a proper handover and process as the client will be moved out from the VIP Team
responsibility
● Preparing a plan to migrate LT team client to the Whatsapp business.
● Data Consolidation tools for QC Order Processing - done Link. Will start a trial next week with real time Outbound B2C data.
● There’s NPS type from issue where the number of the responds already limit and the survey is already closed. Have raised the issue to the marketing team and shared on
NPS slack channel
● CSAT Revamp Update
○ Freshdesk : Still found survey comes from Internal and duplicate survey. CSAT Dashboard on Sisense has been developed. Link
○ Freshchat : Waiting for updates regarding the T&C from Product team.
● Training/Calibration/Quiz/QA Updates
○ How to Handle Hard Complaint (22-25 March) for all Customer Service team.
○ Hard Complaint Category & Hard Complaint Handling Flow socialization - done
● Enabling guidelines and Canned Response discussion in weekly basis. Updates:
○ 195 canned response has been created & validated in total. Working for new additional 5 left of canned responses for Q1 2022.
● Hiring update:
○ Order Processing :
■ 1 Manager (under Shipper) in Bandung → Waiting for another shortlisted candidates
○ Customer Experience:
■ 1 Customer Experience (VIP) → 2 new open position (new request)
■ 1 Customer Experience → 2 replacement position
○ Strategic :
■ 1 Manpower Order Processing Quality Auditor → Waiting for another shortlisted candidates

Control Tower Shipper

Ops Support
Highlights

RETAIL
● Retail Merchant migration Phase 1 already running and we got 3 queries coming in as per yesterday
● Proposed outbound chat can be access in this link

MITRA
● Total Order From 1 - 15 March is 993,119 and Inactive order is 19,639. For the breakup and details can be accessed thru this link
● Findings while creating the report:
- Most Of 3PL issue is remarked with less details
- For " AWB automation Error" Often happened in Bandung Region
● Start from next week (3rd week of March) we will start to connect with other related departments to get the action plan from them to reduce the
inactive orders due to customer issue.
● On 1st week and 2nd week of March there are 976 Mitra Store that actively have order.

OKR Highlights
● Report sharing to the Merchant Retail : 100%
● <1% escalation from retail merchant account : 99%
● Onboarding Retail Accounts in FC : On trial phase

Control Tower Shipper

Order
Processing
Highlights & Issues

Highlights
- Gotoko first Outbound 11 March 2022 & Client Want Want first Inbound 16 march 2022
successfully running
- 27 new client in the first 2 weeks of march, and almost all of the clients already have a PIC
from the processing team
- Automatic daily report running quite smoothly yet, several client questioning about
discrepancy inventory. We will educate clients to reach out their AM/LT.

Issues
- Inventory stock issue between OMS/Intools & WMS still appear for last 2 weeks, and several orders
uploaded to Intools not delivered to WMS. And has been escalate for several tickets. ( 261591, 261397 &
261709)
- Clients sharing outbound data for future process, impacting to overdue tickets. This issue already escalate to
onboarding team and tickets has been closed.
- Email from client not coming to freshdesk, and has been escalated to Chandrika and waiting his feed back
Support We Need

- Educate clients to share outbound data D-day. So, It will not impacting
to overdue tickets and not open the chance of error
Customers Experience
Team (FreshChat and
FreshDesk)
Meeting Index

• Highlights
• Challenge/Issues & Action Plan/Support Required

Control Tower Shipper

Issue
● Education to HaloDoc about SLA Delivery Ex : 255637
https://shipper-hq.slack.com/archives/C0106RHJXHQ/p1645076674296919
● Change address delivery HaloDoc Ex : 253591 https://shipper-hq.slack.com/archives/CV3GTDR34/p1646883175635609

Highlight
● Intel assign and chatbot running on March 7, 2022

Support Need
● If it’s possible, 2 manpower that will be replaced the team member that will be resigned, able to join the organization
before they move out. This is to ease the handover process between the resigned agent and the new joinee.

Control Tower Shipper

Freshdesk Performance
1 - 15 Mar 2022

● Start from 9 March 2022, Iswara incharge on Freshdesk using Panji’s Account
Fleet Team
LT Account
 Highlight

● Total number of new clients until the second week of March is 13 clients, so the total active
client of LT is currently 282 clients.
● Total exit clients until the second week of March are 4 clients so that the total exit clients are
168 clients.
● The total pending clients have not been handed over because the data completeness is 4
clients
● Regarding the closing of the SWH MDC01 (Manado) warehouse on May 1, 2022, it will have
an impact on 3 LT clients, and the confirmation results from client that 2 clients (Wahyudi Yasin
& Gudang Auto Nusantara) will migrate to UPG08 (Makassar) and 1 client (Varash Oil) will exit.
● There are 2 clients (IB Buna Rezeki & Gentle Baby) who propose exit but have not paid the
invoice then blocking the finance number and LT team number so that it is difficult to collect.
However, currently trying to reach LT AM
● There needs to be early education both in sales/onboarding related to flow client exits,
because there are clients who complain, there is no explanation at the beginning related to
flow exit clients
Facebook Project
 Highlight

● 50% discount is not extended and stopped starting on March 14, 2022.
● The total order for the second week of March 2022 is 123 orders, more than the
first week of March 2022, which is 80 orders.
● During the first 2 weeks, the most express used is Wahana with 85 orders
● The decrease in orders from month to month is due to the absence of free shipping
and Facebook will not focus on Indonesia but on the UK
● Resources for the Facebook project have now also been split to handle merchant
groups and internal groups that handled by the WAG team and Special Project.
VIP / Enterprise
Team
Highlight
● Hubless Order : J&T hubless order after discussion with the product team and AM, After more than 2x 24 hours if it doesn't get picked
up it will be switched to Sicepat hubless
● Total orders for J&T hubless Feb - March 16, there are 93 and 63 orders have been switched to sicepat
● Progress is related to the flow of the Sirclo handle process. For now, all products have been entered into the ticket by Sirclo and the
team monitors the ticket, but the reporting process is still from the CSCR Dashboard (Gsheet)
● For Nabila in preparation to handle raena and update from HR. there is already 1 candidate who will join under VIP (Handle Raena)
● Average of response time and resolution time from Matahari Client on March 01 - 13 , 2022

Issue
● System ProblemFrom Matahari : Related to orders that cannot be
processed/rejected, the SKU description does not appear in
Magento
● The issue email from Matahari doesn't go to CS@shipper.id email
so it can't be checked directly from ticket freshdesk
● Cancel orders From Kanmo: In relation to the percentage of total
orders for Kanmo orders, it has increased to 28% from March 04-
16, 2022
Atoor and
Shopify
Highlight
Quality Audit Team
Weekly Meeting – 18 March 2022
QA SCORE, HIGHLIGHTS & PLAN
QA Score
Compared to Previous Months, Quality Score on Week 10 (Mar) improved
01 and meet the target with score >90.
94.85 94,98 94,89

There is an improvement of WAG & Special team project score

Feb Avg. Week 9 Week 10 compared to previous week and score decrease of FC-FD team score.
The most issue caused by misunderstanding and improper probing for
02 ticket related API integrations and system issue. From WAG Special
Parameter Achievement
Project there are reduction number of finding on customer critical
(wrong info of checking SLA and also expected resolved SLA).

There is no hypercare session yet in March (means no score under 85),

03 but QA team still monitor potential agents that might having hypercare
session if their score was not improve within Week 11.

Internal alignment between QA and CT Manager (Satrio) done in this

04 week.
QA SCORE, HIGHLIGHTS & PLAN
Starting next week, QA team will conduct weekly session with HOD regularly.
05

Close monitoring for the external audit process performed by Jhon team to ensure the score is aligned. Current audited samples from
Jhon team are 2 samples, but they will finish the CT audit by this week, and will gather on Tuesday.
06

To support trainer observation for training of “How to Handle Hard Complaint”, We will gather role play call from agent and leader (as
07 customer), hence the trainer, QA, and Leadership team can capture agents ability regarding how the way they handle the queries. Also
reminder to leader to submit the role play by 21 March.

08 Atoor Observations
- Atoor FAQ has covered almost all the part of Atoor. Hence, agent can refer to the documents and document of inquiries and
template response still on progress to be added.
- Most query of the customer is related the general inquiries such as release date of Atoor, benefit and pricing. This query also
has been provided on Atoor FAQ and QA has also sent Atoor information on QA Channel.
- Other potential issues has been covered on the documents Potential Issue List and also has categorized the severity of the
customer potential issue.
QA SCORE, HIGHLIGHTS & PLAN
Order Them Now Observations
09 - Ticket received mostly related general inquiry and product and service (pre-sales).
- Category has differentiate between pre-sales and post sales. However, need additional category of order issuance (pre sales),
payment process (pre sales) and refund process (post sales)
- List of FAQ provided is quite cover the issue on the category, but still need additional point if possible.
- Customer potentially asking related booking process and payment process that has not covered in FAQ and category
- Booking Process e.g. there is no transactions history page that will contain all transactions (include unpaid and
cancelled) and no email confirmations sent to customer email (in my case). This might lead to possible incoming query
from customer.
- Payment Process, e.g. SLA refund for before order issuance and mechanism of payment issue (late/mismatch payment).
- Establish boundaries, what information should be provided to customer especially for the privacy information e.g. refund proof.
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