RR-10 RR-10-08-02 — Digital Customer Channels and APIs
This process involves the management of digital customer channels and APIs for tracking shipments and providing real-time updates to customers through various digital platforms.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-08-02 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Digital Customer Channels and APIs |
| Trigger | Customer initiates a shipment request or inquiry via the up.com portal or Loup Logistics system. |
| Outcome | Successful completion results in accurate, timely, and secure delivery information provided to the customer through the chosen digital channel. |
| Systems | NetControl I-ETMS up.com secure portal Loup Logistics |
| Regulatory Hooks | 49 CFR Part 232 GCOR Rule 88 and related |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Shipment Request | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Shipment request details | Confirmation of receipt | Response time within 1 hour | Handling incorrect or incomplete shipment information | N | Y |
| 1.2 | Validate Shipment Details | VP-Loup (Loup Logistics) | Loup Logistics; Umler | Shipment request details | Validated shipment details | Validation accuracy rate above 95% | Ensuring data consistency across systems | Y | N |
| 1.3 | Assign Shipment to Train | Train Dispatcher | NetControl; I-ETMS | Validated shipment details | Train assignment confirmation | Shipment-to-train assignment accuracy rate above 90% | Optimizing train capacity and schedule | Y | Y |
| 1.4 | Update Shipment Status | Control Operator | I-ETMS; up.com secure portal | Train assignment confirmation | Updated shipment status | Status update frequency every 30 minutes | Ensuring real-time data synchronization | N | Y |
| 1.5 | Monitor Shipment Progress | Service Design / Network Planning Analyst | NetControl; I-ETMS | Shipment status updates | Progress report | Progress monitoring accuracy rate above 85% | Handling unexpected delays or disruptions | Y | N |
| 1.6 | Notify Customer of Shipment Status | Dedicated Logistics Representative (Loup) | up.com secure portal; Loup Logistics | Progress report | Customer notification | Notification delivery rate above 98% | Ensuring customer satisfaction and trust | N | Y |
| 1.7 | Handle Customer Inquiries | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Customer inquiries | Inquiry resolution | Inquiry resolution time within 2 hours | Addressing customer concerns promptly | Y | N |
| 1.8 | Update Shipment Tracking Data | Control Operator | I-ETMS; up.com secure portal | Customer inquiries | Updated tracking data | Tracking data update frequency every 15 minutes | Maintaining accurate and timely tracking information | N | Y |
| 1.9 | Review Shipment Completion | VP-Loup (Loup Logistics) | Loup Logistics; Umler | Updated tracking data | Completion report | Shipment completion accuracy rate above 95% | Ensuring all shipments are delivered correctly | Y | N |
| 1.10 | Finalize Shipment Record | Train Dispatcher | NetControl; I-ETMS | Completion report | Finalized shipment record | Record accuracy rate above 98% | Maintaining comprehensive and accurate records | N | Y |
| 1.11 | Provide Final Customer Feedback | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Finalized shipment record | Customer feedback request | Feedback collection rate above 80% | Gathering customer satisfaction data | Y | N |
| 1.12 | Close Shipment Case | VP-Loup (Loup Logistics) | Loup Logistics; up.com secure portal | Customer feedback request | Closed shipment case | Case closure rate above 98% | Ensuring all aspects of the shipment are properly addressed | N | Y |
📊 KPIs & Risk Register
KPIs
Response time within 1 hour Validation accuracy rate above 95% Shipment-to-train assignment accuracy rate above 90% Status update frequency every 30 minutes Progress monitoring accuracy rate above 85% Notification delivery rate above 98% Inquiry resolution time within 2 hours Tracking data update frequency every 15 minutes Shipment completion accuracy rate above 95% Record accuracy rate above 98% Feedback collection rate above 80% Case closure rate above 98%
Key Risks
Incorrect shipment details leading to misrouting Train scheduling conflicts causing delays Data synchronization issues between systems Customer dissatisfaction due to inaccurate tracking information Inadequate record-keeping affecting future operations
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.6, 1.7, 1.11 VP-Loup (Loup Logistics) · 1.2, 1.9, 1.12 Train Dispatcher · 1.3, 1.10 Control Operator · 1.4, 1.8 Service Design / Network Planning Analyst · 1.5 Dedicated Logistics Representative (Loup) · 1.6