RR-10 RR-10-07-02 — Customer Service Center and Shipment Tracing
This process involves tracking and managing customer shipments through various stages of transit on a US Class I freight railroad. It ensures timely updates to customers, handles exceptions, and maintains compliance with regulatory requirements.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-07-02 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Customer Service Center and Shipment Tracing |
| Trigger | A customer initiates the shipment tracing request via the up.com secure portal or contacts the Customer Service Center directly. |
| Outcome | Successful completion produces accurate and timely shipment status updates for the customer, ensuring satisfaction and adherence to service level agreements (SLAs). |
| Systems | Loup Logistics ShipmentVision up.com secure portal |
| Regulatory Hooks | 49 CFR Part 1180 49 CFR Part 232 |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Shipment Inquiry | Account Manager / Sales Representative | up.com secure portal | Customer inquiry via up.com | Shipment tracking request logged in Loup Logistics | Response time within 5 minutes | Handling of incorrect or incomplete customer inquiries | N | Y |
| 1.2 | Validate Shipment Data | Dedicated Logistics Representative (Loup) | Loup Logistics | Shipment tracking request | Validated shipment data | Data validation accuracy above 95% | Inaccurate or missing shipment data | Y | N |
| 1.3 | Query Shipment Status | Dedicated Logistics Representative (Loup) | ShipmentVision | Validated shipment data | Current shipment status | Status update accuracy above 90% | Delayed or inaccurate shipment status updates | N | Y |
| 1.4 | Update Customer Portal | Account Manager / Sales Representative | up.com secure portal | Current shipment status | Updated shipment status on up.com | Portal update frequency within 15 minutes of status change | Technical issues with portal updates | N | Y |
| 1.5 | Notify Customer | Account Manager / Sales Representative | up.com secure portal | Updated shipment status | Customer notification email or message | Notification delivery rate above 98% | Failed notifications due to customer contact issues | N | Y |
| 1.6 | Monitor Shipment Progress | Dedicated Logistics Representative (Loup) | ShipmentVision | Current shipment status | Continuous monitoring of shipment progress | Progress monitoring frequency every 30 minutes | Real-time data latency issues | Y | N |
| 1.7 | Handle Exceptions | Claims Adjuster | Loup Logistics | Exceptional shipment status | Exception resolution plan | Exception resolution time within 2 hours | Handling of complex exceptions | Y | N |
| 1.8 | Update Exception Status | Dedicated Logistics Representative (Loup) | ShipmentVision | Exception resolution plan | Updated shipment status with exception details | Exception status update accuracy above 95% | Updating outdated or incorrect exception statuses | N | Y |
| 1.9 | Notify Customer of Exception | Account Manager / Sales Representative | up.com secure portal | Updated shipment status with exception details | Customer notification email or message regarding the exception | Exception notification delivery rate above 98% | Handling customer dissatisfaction due to exceptions | N | Y |
| 1.10 | Review and Close Case | Claims Adjuster | Loup Logistics | Final shipment status | Closed case record | Case closure rate above 95% | Resolving outstanding issues before case closure | Y | N |
📊 KPIs & Risk Register
KPIs
Response time within 5 minutes Data validation accuracy above 95% Status update accuracy above 90% Portal update frequency within 15 minutes of status change Notification delivery rate above 98% Progress monitoring frequency every 30 minutes Exception resolution time within 2 hours Exception status update accuracy above 95% Exception notification delivery rate above 98% Case closure rate above 95%
Key Risks
Handling of incorrect or incomplete customer inquiries Inaccurate or missing shipment data Delayed or inaccurate shipment status updates Technical issues with portal updates Failed notifications due to customer contact issues
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.4, 1.5, 1.9 Dedicated Logistics Representative (Loup) · 1.2, 1.3, 1.6, 1.8 Claims Adjuster · 1.7, 1.10