Cloud Driver Assistance SOP V1.8

Overview

Cloud Order Success process to assist the Cloud Drivers to ensure the success of Mr D Food orders

Key Areas

1. General Cloud Order Success Responsibilities 
2. Driver and Branch Monitoring
3.  Delayed Order Monitoring
4. Accessing Driver Contact Details
5. Driver escalations in the collection leg 
6. Driver escalations in the delivery leg
7. Emergency Escalations
8. Branch Disable/Enable Requests
9. Tech Issues with the Driver App
10. Third Party Communication Outages
11. Contact information

1. General Cloud Order Success Responsibilities 

The Team is to support the Cloud Drivers as much as possible to ensure the successful fulfilment of the Mr D Food order placed by the customer. These can include and are not limited to the below tasks:

1. Monitor order delays
2. Assist and resolve any driver escalations and queries that pertains to live orders

2. Accessing Driver Contact Details

While monitoring delays you will need the driver’s contact information so that you can reach out to the driver via an outbound phone call. Below are the steps on how to retrieve this information. 

On Branch dashboard, make sure you are in the dashboard the delayed order is assigned to (ie if the delayed order is for 1CT make sure you are in Cloud Cape Town)

1. Firstly see who is the assigned driver to this order. (in this example Driver is Jabu Smith.) 
2. Go to Admin in the very top row of the Branch Dashboard.
3. Then Drivers in the second top row. 
4. On the side panel by “Filter everything…”; search for the driver. 
5. Once you have the number, reach out to the driver via an outbound phone call.

NB:: Do not edit the Driver’s information profile.

 

3. Driver and Branch Monitoring

1. Monitor the Cloud OPS: Operational Exceptions Dashboard (Kibana Dashboard), check that there are no exceptions under “Operational Exceptions : NEW No Driver Assigned by Hub”. Raise any issues of no Driver Availability to the MOD for the MOD to escalate to the Cloud Slack group. Cloud Co-ordinators are to address any Driver behaviour issues with the Drivers.

4. Delayed Order Monitoring 

Monitor the Cloud OPS: Operational Exceptions Dashboard and check for any orders that could be late. The following delays will be visible on the dashboard:

• Operational Exceptions : NEW No Driver Assigned by Hub
• Operational Exceptions : NEW Driver not arrived at restaurant by Hub
• Operational Exceptions : NEW Driver not arrived at customer by Hub
• Operational Exceptions : NEW Delivery delay at customer by Hub

Any updates or lack thereof need to be captured in both the Branch Notes and on Admin.

Priority Remedy

Priority	Remedy
No driver assigned	Check if we have any drivers offline. Inform and apologise to the customer for any excessive delays. Contact the Customer and ask the Customer if they prefer to wait for the order or if they would like to cancel. If the Customer answers and opts for cancellation, ensure the Customer is compensated correctly. If the Customer does not answer, attempt contacting them 2 more times, if the Customer still does not answer - allow the order to be allocated to a Driver naturally.
No Driver Assigned (2TM & 4UM) NB GROC Orders ONLY	No driver assigned due to the order requiring a car Navigate to branch Dashboard and select assign ASAP Monitor the order, once driver is assigned inform them of the following via They will have to make 2 trips as the number of parcels are too many “Scan all parcels at the store and scan parcels delivered after each trip” Only mark the order as delivered after the second trip Call customer & inform them that the driver will make 2 trips due to the size of the order
Driver has not arrived at store	Contact driver about ETA or any issues via outbound phone call. Driver Answers:  Understand the reason for the pre-collection delay. Assist the Driver in navigating to the store if need be. Monitor the order to see if the Driver eventually arrives at the store. Driver Does not Answer:  Contact the Customer and advise them that there is a delay and you will be making contact with the Driver. After the call with the Customer, attempt to contact the Driver for a further 10 min. If the Driver does not answer, assign a new Driver to the order. For the Agent working the delays - escalate the delay to the Cloud Slack group so that the lead and coordinator is aware of the situation.
Restaurant Delays	Contact driver about ETA or any issues via an outbound phone call ONLY if Proof of Arrival (Collection) + 30 mins has lapsed.  Inform Cloud Driver to wait a further 10 min and if the order is not available after the 10 min the Driver should fail the order as "ordered items not available”. Contact the Customer to advise them that the Restaurant was delayed in preparing their order and it was subsequently cancelled. Advise the Customer that you have processed their refund and they are able to use the credit to place an order at an alternative restaurant or request a payout. Customer Answers:  Provide the Customer with a full refund and escalate to RS for recuperation Customer does not Answer: Advise the Driver to fail the order as “Ordered items not available” at CAT+45. Provide the Customer with a full refund and escalate to RS for recuperation.
Post Collection Delays	Contact driver about ETA or any issues via an outbound phone call.  1.1) Driver Answers: Understand the reason for the post collection delay. Assist the Driver in ensuring a successful delivery.  Contact the Customer and advise the Customer that there is a delay however, the Driver is on their way. 1.2) Driver Does not Answer: Contact the Customer and advise them that there is a delay and you will be making contact with the Driver. After the call with the Customer, attempt to contact the Driver for a further 10 min. After 10 min call the Customer back and ask if the Customer would prefer to have the order cancelled or if they are comfortable to wait. If the Customer opts for cancellation, cancel their order and process their credit wallet. For the Agent working the delays - escalate the delay to the Cloud Slack group so that the lead and coordinator is aware of the situation.

 

5. Driver escalations in the collection leg

A Cloud Driver will escalate via infobip with a screenshot of the order number on the “collect” page of the driver App. Cloud OS is to reply to the screenshot with a clear resolution (plus the waiting time before failing order) that the driver can follow. This resolution must also be captured on the Branch dashboard (ie a Branch Note). 

Below are some scenarios that can arise:

Problem	Cloud OS Action	Solution provided to Cloud Driver
Special orders/collection requests in the delivery instruction	When the driver accepts and checks the order and there is a ‘note’ other than further delivery directions or instructions regarding premise access:e.g. “Please deliver flowers too” If the Cloud Driver is struggling at POD, Cloud OS is to call the customer and educate them.	Driver must not deliver the special request. Driver must politely explain to customer at POD that notes are for “directions or premises access”
Incorrect restaurant collection address provided	Check accuracy of captured restaurant address and contact restaurant to confirm: If correct, provide Cloud driver with clear directions (Inform customer of the delay) If not, order to be cancelled on Admin and customer to be informed and compensated accordingly Escalation to RS needs to take place for RS to suspend the Restaurant and escalate to integration for integration to change Restaurant address.	If correct, provide Cloud Driver with clear directions. If not, inform Cloud Driver that the order will be cancelled.
Driver accepted order by mistake, i.e. pressed wrong button	Cloud OS to ask why the driver cannot collect the order?	If the order has not been collected or assigned yet - Remove the Driver that accepted the order incorrectly and assign a new Driver ASAP for the order to be collected.
Restaurant closed	Cloud OS to verify by calling the restaurant and also checking the restaurant's trading times.  Escalation to RS needs to take place for RS to suspend the Restaurant and adjust trading times. Inform the customer and compensate accordingly.	Authorise driver to fail order at the restaurant address as "business closed”
Restaurant wants to cancel as they cannot make the accepted order anymore	Cloud OS to verify by calling the restaurant. If the store is unreachable, call the driver and ask them to give the phone to the person assisting in the store. If above fails, ask Cloud Driver for the name of the person assisting them at the store. Inform the customer and compensate accordingly. Recuperation process to also be followed.	Authorise driver to fail order at the restaurant address as "ordered items not available”
Incorrect order prepared	Contact the Customer to advise them that the Restaurant had prepared the incorrect order and they will be making the correct order. Customer Answers: Advise and apologise to the Customer for the potential delay. Customer does not Answer: Send the Customer an SMS saying “ The restaurant has prepared the incorrect order and is subsequently preparing the correct one. We apologise for the delay in your delivery”	Authorise driver to fail order at the restaurant address as "ordered items not available”
Order items missing and Out of Stock (OOS) of part of the order.	Cloud OS to verify by calling the restaurant of what is missing or OOS. Inform the customer and compensate accordingly. Recuperation process to also be followed	If the order is not cancelled, Cloud Driver to collect the remaining part of the order.
Swap outs (eg cold drinks, flavour of ice-cream, dips/sauces)	Cloud OS to inform the customer, if the cost is less than R50. If above R50, follow the OOS process above.	Cloud Driver to collect the order and be prepared to politely explain the situation to the customer.
Driver late	Inform the customer of the delay. Compensate if need be.	Cloud Driver to follow the collection process
Restaurant Delays	Cloud Drivers should not be escalating these orders, because Cloud OS already is monitoring delays every 15 mins on the hour. If the driver escalates these, inform them that restaurant delays are already monitored and if any excessive delays are picked up, we (as Cloud OS) will reach out to the driver. Excessive delay is Proof of Arrival (Collection) + 30 mins.	If delay time (Proof of Arrival (Collection) + 30 mins has lapsed:  Inform Cloud Driver to wait a further 10 min and if the order is not available after the 10 min the Driver should fail the order as "ordered items not available”. Contact the Customer to advise them that the Restaurant was delayed in preparing their order and it was subsequently cancelled. Advise the Customer that you have processed their refund and they are able to use the credit to place an order at an alternative restaurant or request a payout. Customer Answers:  Provide the Customer with a full refund and escalate to RS for recuperation. Customer does not Answer: Advise the Driver to fail the order as “Ordered items not available” at CAT+45. Provide the Customer with a full refund and escalate to RS for recuperation.

6. Driver escalations in the delivery leg

A Cloud Driver will escalate via Infobip with a screenshot of the order number on the “deliver” page of the driver App (given that the driver has pressed Doorbell and initiated Driver Chat. Cloud OS is to reply to the screenshot with a clear resolution (plus the waiting time before failing order) that the driver can follow. This resolution must also be captured on the Branch dashboard (ie a Branch Note). 

For all escalated delivery issues at the customer Cloud OS must check the following before giving an instruction to fail order:

• Driver is at customers location
• Driver chat activated
• *5 minutes since the Driver arrives at the Customers address
• Call attempt made to the customer

Below are some scenarios that can arise:

Problem	Cloud OS Action	Solution provided to Cloud Driver
Customer is not at the pinned location	If the Driver escalates that the Customer is not at the pinned location, contact the Customer to get an understanding of where they are. Check to see if the new location is within 500m of the pinned address. If yes, instruct the Driver to continue with the delivery at the new location If not, Cloud OS will inform the customer that the delivery address is too far for the driver to deliver. Cloud OS will then instruct the Driver to fail the order. - If unreachable, Cloud OS to authorise the Driver to wait 5 min at the Customers address. Should the Customer not arrive within 5min, the Driver is to fail the order.	Address within 500m Cloud OS to authorise Driver to go to the new address Address not within 500m - If the customer is reachable AND indicates the address is incorrect AND cannot meet the driver at the pinned location.  Then inform the driver that they can fail the order as “Customer not present” Customer Unreachable: Driver to fail the order as “Customer not present”
Driver arrives at customer, but the customer is not available	Try to make contact with the customer by making at least 2 calls. Ensure the driver has escalated the customer delay properly (ie doorbell, chat, 5 min post arrival time) Customer needs more time to accept order:  Driver feels unsafe = Advise the Driver to wait 5 minutes for the Customer at their address.  Driver does not mention safety = Advise the Driver to wait 10 minutes for the Customer at their address.	Cloud OS to authorise Driver to wait the prescribed 5 min or 10 min depending on the scenario - and then the Driver can fail as “Customer not present”
Customer refuses order (late, missing items/mishandled)	Reach out to customer and compensate accordingly. Where applicable push for the customer to accept the partial/late order.	Cloud OS to authorise Driver to fail as “Not accepted by customer”
Order is a failed delivery and the driver has to return the grocery order	Call customer and inform them that there order has been failed however a refund and an additional compensation has been provided Once an image is received from the driver confirming the return of the order OS must leave a note on branch dashboard stating “Order returned to PnP and image received of signed delivery log book”	Return the order to PnP, if the PnP is closed the driver must inform the ground coordinator who must provide a solution. OS agent to inform the on-the ground coordinator and request them to indicate whether the driver or the coordinator is responsible for the return. Driver must sign the delivery log book at PnP confirming the return of the order Driver is to fail order at the PnP  Driver must send a picture of the signed delivery logbook to the OS team

7. Emergency escalations

Issue	Before POC	After POC
Vehicle breakdown - Communicated	Agent needs to remove the Driver and allocate a new Driver for any status before POC.  Cloud OS will inform the customer of any delays.	Agent needs to process the cancellation of the order. Agent to make contact with the Customer and provide the Customer with a full refund. Agent needs to inform the Driver Operations Lead of the incident.
Accidents - & Robberies Communicated	Agent is to phone the Driver and find out if the Driver needs any assistance. Since the accident/robbery occured before POC, the Agent is to assign a new Driver to collect and deliver the order.  Agent is to make contact with the Customer and advise them of a potential delay due to the accident/robbery.  Cloud OS will inform Driver Operations Lead of the incident.  Driver Operations Lead to inform Operations Manager of all cases	Agent is to phone the Driver and find out if the Driver needs any assistance.  Agent needs to process the cancellation of the order. Agent to make contact with the Customer and provide the Customer with a full refund.
Tech issues	Escalate to Cloud OS. Who will then authorise the driver to fail the order as “cannot complete collection” to allow the order to be assigned to another driver. If the above is not possible, the Agent needs to remove the Driver and allocate a new Driver for any status before POC.  Cloud OS will inform Driver Operations Lead of the incident.  TDT App Troubleshooting Steps: On the TDT Driver app home screen click on the top left menu Select "Debug" You should see a green tick and not a red cross at the top to indicate you are connected and online Additional steps: 1. Close the TDT app 2. Go to phone settings 3. Select Applications 4. Select TDT App 5. Select Storage 6. Select Clear Data or Clear Cache 7. Open the app again If the above steps do not work please follow the below steps: Delete/uninstall the TDT app Re-install the TDT app Enter your details and log into the TDT app Should you still be having issues after following the above steps, please reach out to your hub manager for assistance.	If the driver can still use their GPS app. Make Contact with the Customer to advise them of the tech issue we are experiencing. Provide the driver with the customer address and customer contact number. Make contact with the Customer to confirm if the order was delivered. Once the Customer confirms the order was delivered successfully, leave a note on the branch dashboard suggesting it was successfully delivered. inform the Driver Operations Lead of the incident.  Cases where the Driver can not use the App, Driver is to fail the order. If the Driver is unable to fail the order Cloud OS needs to cancel the order and resolve the Customer.
Unsafe Area	Escalate to Cloud OS. Who will then authorise the driver to fail the order as “cannot complete collection” to allow the order to be assigned to another driver. Before authorising the driver, ask the driver the following questions telephonically:  Why are you unable to collect and what makes it unsafe? Do you know of any incidents that have happened in the area? Please understand that this will be investigated and you may be held liable for the order lost. If after investigating the area is deemed safe. I will also be escalating this to your Hub Manager, who will reach out shortly. You are also welcome to reachout to them. Cloud OS will inform Driver Operations Lead of the incident. Once investigated, if the area is deemed safe, Driver will be held liable for the appropriate food loss compensation. .	Escalate to Cloud OS. Cloud OS will then authorise the driver to fail as “Cannot find address and unable to contact customer”.  Before authorising the driver, ask the driver the following questions telephonically:  Why are you unable to collect and what makes it unsafe? Do you know of any incidents that have happened in the area? Please understand that this will be investigated and you may be held liable for the order lost. If after investigating the area is deemed safe. I will also be escalating this to your Hub Manager, who will reach out shortly. You are also welcome to reach out to them. Cloud OS will inform the customer and compensate accordingly. Cloud OS will inform Driver Operations Lead of the incident. Once investigated, if the area is deemed safe, Driver will be held liable for the appropriate food loss compensation.

8.Branch Disable/Enable Requests

These disable and enable requests are applicable when the Cloud Branch was scheduled to be active and shifted but due to unforeseen circumstances such as bad weather, protests, roadblocks and other reasons the branch cannot be operational for a duration of time. 

Below are the steps to be taken, in assisting the Cloud Drivers once we have received escalations from the Cloud Drivers regarding the situation they are experiencing on the ground:

Problem	Cloud OS Action	Solution Provided to Cloud Drivers
Drivers escalate to the Coordinator or Cloud OS for issues regarding Weather, Protests, RoadBlocks Etc	Coordinator will escalate to Cloud OS requesting for the hub to be enabled or disabled. Add the enable/disable request to the Weekly Enable/Disable Tracker	The Cloud Hub must be Disabled. Drivers will be granted the option to stay Online or go Offline. If the Cloud Driver chooses to stay Online, Cloud Driver to follow normal operational expectations  (ie Deliver ontime, orders not to be mishandled, order offers cannot be rejected etc)

9. Temporary Blacklistings

The cloud on the ground coordinator is responsible for informing the whatsapp group of areas that need to be temporarily blacklisted. The Order Success team is responsible for blacklisting the area and confirming that the blacklisting is complete.

Temporary Blacklisting

• Cloud Lead to post the blacklisting request on the whatsapp group “Mr D Food Temp Blacklistings” in the following format:
  • Branch Name
  • Affected Area
  • All required Information received & confirmed via Call
  • Image of the Blacklisting request
• If there is no response on the whatsapp group - @Khomotso in the group to action the blacklisting request.
• OS to action blacklisting request, confirm the blacklisting on allocation Admin.
• OS to confirm actioning of the blacklisting request via whatsapp group
• Cloud on the ground co-ordinators will be responsible for informing OS of when to remove the temporary blacklisting

 

10. Tech Issues with the Driver App

Technical Issue	Resolution
Logging in issue OR loading issues	Go to “settings” and clear Data and Cache history for the app.  Then go to “Google Chrome” and clear Data and Cache, history from there too. Finally, uninstall and re-download the app.
Password issues	Contact the Driver Operations Lead
After logging you are not assigned to the correct hub	Contact the Driver Operations Lead
Unable to launch Google Maps for directions	Update your Google Maps, close then try again. If failed, physical input the address into Google Maps.
When connectivity is lost (Data, WiFi, Network)	Go to “settings” and clear Data and Cache history for the app.  Then go to “Google Chrome” and clear Data and Cache, history from there too. Finally, uninstall and re-download the app. Put the device on flight mode for 30 secs. Then switch off flight mode and make sure that the data is back on.

 

11. Third Party Communication Outages 

Below are the steps to be taken, in assisting the Cloud Drivers in cases where 3rd party communication used has an outage out of our control (ie WhatsApp Global Outage/ Nationwide Network Outages).

	Action Plan
1.1	Cloud OS team to be proactive to understand what could be the issue.  In cases where the order reaches POC but isn’t marked as collected.  Cloud OS to reach out telephonically to the driver (ie call).   **See section Accessing Driver Contact Details if unsure on how to get the Cloud Driver’s Contact Details.
1.2	Cloud OS team to be proactive to understand what could be the issue.  In cases where the order reaches POD but isn’t marked as delivered.  Cloud OS to reach out telephonically to the driver (ie call).   **See section Accessing Driver Contact Details if unsure on how to get the Cloud Driver’s Contact Details.
2	When in these outages, the Cloud Driver will be permitted to fail the order without escalation given that the Cloud Driver has followed their SOP.  Cloud Driver SOP:  Arrived and failed at the set customer location. Driver chat initiated and doorbell pressed. Driver tried to call the customer
3	If the driver calls the On The Ground (OTG) team with an exception, for example no coke only fanta. OTG will advise the driver to take the available options.  For other exceptions, the OTG team will advise the Cloud Driver accordingly.