2.0 Problems tab - Table structure
This functionality allows you to respond to problem situations during the work of the service and organize their solution. This is a necessary part of the development and improvement of business performance, and allows you to prevent typical incidents in the future.
Displayed Items
Registration of a problem situation
Handling Problem Situations
There are filters at the top of the page that include the following fields:
City (all or a specific city).
Status of the problem (all active, all closed, all statuses, new, open, in process, resolved, rejected).
The person responsible for the problem (all types, delivery, company, customer, operator, city, system, other).
The person responsible for solving the problem (all responsible, CC operator, CC shift supervisor, city, operations and finance, development, marketing, management).
Sorting of results (sorting by date, sorting by status).
Time interval (day, month, year).
To apply filters, click ""Apply"".
The ""Show statistics"" checkbox enables the display of summary data on problems for the selected period of time.
You can register a new problem situation in three different ways:
By clicking on the ""Add problem"" button in the ""Problems"" tab.
In the case of a rating below 5 stars, the inscription ""in problems"" will appear under the comment to the rating in the ""Clients"" tab. When you click on it, the problem will go to the ""Problems"" tab with the ""Open"" status.
By clicking on the exclamation mark icon in the order card.
After that, a window will appear for specifying data about the problem, which will contain the following fields:
Delivery. The courier or delivery service is guilty (for personal reasons or due to technical problems).
Company. Complaints about the quality or completeness of the order, changes in cost, delivery time, etc.
Client. Order refusals, conflicts, etc.
Operator. Operator errors when placing an order, incorrect distribution of orders, etc.
City. Operational problems, packaging problems, etc.
System. Situations that arose as a result of a technical failure or incorrect settings in the Control Panel.
Other. Other situations that do not fall under any of the items.
New. A problem that has just come up. It is unverified and unprocessed.
Open. The problem has been processed and transferred to the person responsible for the solution.
In process. The problem has been accepted by the responsible person and is in the process of being resolved.
Resolved. The problem has been resolved and closed.
Rejected. After processing, it was found that this situation is not a problem.
Selecting the person responsible for solving the problem (CC Operator, CC Shift Supervisor, City, Operations and Finance, Development, Marketing, Management).
Choosing a Recommended Action:
Pause the company. Stop accepting orders by the company.
Turn on the company. Start accepting orders by the company.
Blacklist client. Add a client to the blacklist.
Description of the problem details.
Description of the details of the solution to the problem.
City selection. Will be added automatically, except for cases of manual registration of a problem situation.
Order number. Will be added automatically, except for cases of manual registration of a problem situation.
Problem situations are processed directly in the table in which they are contained.
The appearance of a new problem is accompanied by sound and the appearance of an orange dot in the Problems tab. The responsible operator responds to it and clarifies all the necessary details (if required). After identifying the responsible person, all information is indicated in detail to the problem and transferred to the appropriate person. As the problem is dealt with, the operator needs to specify the appropriate statuses.
Operational actions in case of problems:
If there is a formalized problem with the need for changes in specific products / dishes - make changes to the company's menu.
If there is a problem with the need for changes for several products / dishes or categories, appoint a responsible person and inform them about it.
If it is necessary to enter information about new products/dishes, appoint a responsible person.
If there is information about a complete or partial change in prices or menus, pause the company or category.
If you find an error in the menu on the site or in the application - inform the editor.
Priority of solving problem situations:
Complaints. Within 20 minutes, the client should be contacted by a company representative or a CC operator, depending on the situation. If the decision is not found within 20 minutes, then the client is informed about the timing of the decision and control by the CC.
Operational editing, changing the status of a company or products / dishes. Processed normally, medium priority.
Problems with couriers. Immediately reported to the representative of the delivery service or company.
Other. Depending on the situation.
Inform the company about the problem and provide the customer's phone number. Ask for results.
Call the company within 20-30 minutes to clarify the result.
In the absence of a result or communication with the manager, transfer responsibility to a higher person (administrator, head of the city, head of the delivery service).
Close the issue if it is resolved.
Each problem contains the following elements:
Action. Contains the date and time the problem was created.
Type. Displays the guilty party. The change is available by double clicking.
City. The city and name of the company to which the problematic order belongs.
Order. The number of the order to which the problem relates. Clicking on the number opens a new tab with the order card.
Author. The name and role of the user who registered the problem situation (will be added automatically when creating the problem).
Problem. Text of the problem with reasons and explanations. Editing is available by double clicking.
Solution. Text with directions to solve the problem. Editing is available by double clicking. It is recommended to record even the intermediate result here.
Links. Contains links for quick access to basic settings.
City. Link to city settings.
Restaurant. Link to company settings.
Client. Link to the settings of the user to whom the problem is related (allows you to quickly blacklist the client).
Responsible. The person responsible for the problem (CC Operator, CC Shift Supervisor, City, Operations and Finance, Development, Marketing, Management).
Status. The current status of the problem. Editing is available by double clicking.
New. Problem just arrived. It is unverified and unedited. Highlighted in purple.
Open. The problem was framed by the operator and transferred to the person responsible for solving it. Highlighted in orange.
In process. The problem has been accepted by the responsible person and is in the process of being resolved. Highlighted in yellow.
Resolved. The issue has been resolved and closed. Highlighted in green.
Rejected. After processing, it was found that this situation is not a problem. Highlighted in grey.
Points. It is not required to fill in. The number of points for each problem can be indicated individually, depending on its criticality, the timing of the solution, etc.
Options. Contains ""History"" and ""Editor"" buttons.
History. Allows you to view all actions and status changes for the selected issue.
Editor. Allows you to edit the problem in a separate window.
Link to this article: here
Table of contents
Displayed Items
Registration of a problem situation
Handling Problem Situations
Displayed Items
There are filters at the top of the page that include the following fields:
City (all or a specific city).
Status of the problem (all active, all closed, all statuses, new, open, in process, resolved, rejected).
The person responsible for the problem (all types, delivery, company, customer, operator, city, system, other).
The person responsible for solving the problem (all responsible, CC operator, CC shift supervisor, city, operations and finance, development, marketing, management).
Sorting of results (sorting by date, sorting by status).
Time interval (day, month, year).
To apply filters, click ""Apply"".
The ""Show statistics"" checkbox enables the display of summary data on problems for the selected period of time.
Registration of a problem situation
You can register a new problem situation in three different ways:
By clicking on the ""Add problem"" button in the ""Problems"" tab.
In the case of a rating below 5 stars, the inscription ""in problems"" will appear under the comment to the rating in the ""Clients"" tab. When you click on it, the problem will go to the ""Problems"" tab with the ""Open"" status.
By clicking on the exclamation mark icon in the order card.
After that, a window will appear for specifying data about the problem, which will contain the following fields:
* Choosing the responsible one:
Delivery. The courier or delivery service is guilty (for personal reasons or due to technical problems).
Company. Complaints about the quality or completeness of the order, changes in cost, delivery time, etc.
Client. Order refusals, conflicts, etc.
Operator. Operator errors when placing an order, incorrect distribution of orders, etc.
City. Operational problems, packaging problems, etc.
System. Situations that arose as a result of a technical failure or incorrect settings in the Control Panel.
Other. Other situations that do not fall under any of the items.
* Selecting a status:
New. A problem that has just come up. It is unverified and unprocessed.
Open. The problem has been processed and transferred to the person responsible for the solution.
In process. The problem has been accepted by the responsible person and is in the process of being resolved.
Resolved. The problem has been resolved and closed.
Rejected. After processing, it was found that this situation is not a problem.
Selecting the person responsible for solving the problem (CC Operator, CC Shift Supervisor, City, Operations and Finance, Development, Marketing, Management).
Choosing a Recommended Action:
Pause the company. Stop accepting orders by the company.
Turn on the company. Start accepting orders by the company.
Blacklist client. Add a client to the blacklist.
Description of the problem details.
Description of the details of the solution to the problem.
City selection. Will be added automatically, except for cases of manual registration of a problem situation.
Order number. Will be added automatically, except for cases of manual registration of a problem situation.
Handling Problem Situations
Problem situations are processed directly in the table in which they are contained.
The appearance of a new problem is accompanied by sound and the appearance of an orange dot in the Problems tab. The responsible operator responds to it and clarifies all the necessary details (if required). After identifying the responsible person, all information is indicated in detail to the problem and transferred to the appropriate person. As the problem is dealt with, the operator needs to specify the appropriate statuses.
Operational actions in case of problems:
If there is a formalized problem with the need for changes in specific products / dishes - make changes to the company's menu.
If there is a problem with the need for changes for several products / dishes or categories, appoint a responsible person and inform them about it.
If it is necessary to enter information about new products/dishes, appoint a responsible person.
If there is information about a complete or partial change in prices or menus, pause the company or category.
If you find an error in the menu on the site or in the application - inform the editor.
Priority of solving problem situations:
Complaints. Within 20 minutes, the client should be contacted by a company representative or a CC operator, depending on the situation. If the decision is not found within 20 minutes, then the client is informed about the timing of the decision and control by the CC.
Operational editing, changing the status of a company or products / dishes. Processed normally, medium priority.
Problems with couriers. Immediately reported to the representative of the delivery service or company.
Other. Depending on the situation.
The algorithm for processing company problems includes the following steps:
Inform the company about the problem and provide the customer's phone number. Ask for results.
Call the company within 20-30 minutes to clarify the result.
In the absence of a result or communication with the manager, transfer responsibility to a higher person (administrator, head of the city, head of the delivery service).
Close the issue if it is resolved.
Each problem contains the following elements:
Action. Contains the date and time the problem was created.
Type. Displays the guilty party. The change is available by double clicking.
City. The city and name of the company to which the problematic order belongs.
Order. The number of the order to which the problem relates. Clicking on the number opens a new tab with the order card.
Author. The name and role of the user who registered the problem situation (will be added automatically when creating the problem).
Problem. Text of the problem with reasons and explanations. Editing is available by double clicking.
Solution. Text with directions to solve the problem. Editing is available by double clicking. It is recommended to record even the intermediate result here.
Links. Contains links for quick access to basic settings.
City. Link to city settings.
Restaurant. Link to company settings.
Client. Link to the settings of the user to whom the problem is related (allows you to quickly blacklist the client).
Responsible. The person responsible for the problem (CC Operator, CC Shift Supervisor, City, Operations and Finance, Development, Marketing, Management).
Status. The current status of the problem. Editing is available by double clicking.
New. Problem just arrived. It is unverified and unedited. Highlighted in purple.
Open. The problem was framed by the operator and transferred to the person responsible for solving it. Highlighted in orange.
In process. The problem has been accepted by the responsible person and is in the process of being resolved. Highlighted in yellow.
Resolved. The issue has been resolved and closed. Highlighted in green.
Rejected. After processing, it was found that this situation is not a problem. Highlighted in grey.
Points. It is not required to fill in. The number of points for each problem can be indicated individually, depending on its criticality, the timing of the solution, etc.
Options. Contains ""History"" and ""Editor"" buttons.
History. Allows you to view all actions and status changes for the selected issue.
Editor. Allows you to edit the problem in a separate window.
Link to this article: here
Updated on: 27/05/2024
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