Delivery Issues and Delivery Management

This guide explores the complaints tab, which displays information about delivery management and delivery issues. From this tab, you can:

  • view a subscription's complaint history

  • create a new complaint

  • relay messages to carriers and district managers

This guide also contains instructions for creating new complaints and adding delivery messages.

Navigation

To view the complaints tab, perform a subscription search, and then select the complaints tab.

Record and Process Delivery Issues

The add new delivery error feature allows you to process subscriber complaints. It displays product information and a redelivery window. The displayed information integrates in real-time with the client's circulation system.

This feature is highly configurable and clients define their own rules. This workflow can help determine when to record and process complaints.

Helpful Information

Here are some helpful pointers for recording and processing complaints.

  • Subscribers cannot make complaints before the redelivery window on the same day. They can inside or after the redelivery window.

  • Subscribers cannot make complaints during vacation days.

Record a Complaint

To record a complaint:

  1. Select the calendar icon and choose the complaint date(s). The client determines the number of days back, as well as the number of complaints you can select.

  2. Select an error type that corresponds with the subscriber's complaint. Use your best judgment to match the subscriber's issue with an error from the drop-down field.

  3. Choose a resolution for the subscriber that corresponds to the workflow and client's rules. To choose Redelivery, the complaint must not have been made before the redelivery window.

  4. Read the disclaimer text to the subscriber and check the Disclaimer read box.

  5. Select save. If successful, the record will appear in the complaints box.

Subscription Complaint History

The complaints grid at the top of the page displays a history of complaints and sorts them by incident date. Clients configure the incident date range of complaints (e.g., display complaints with incident dates of today and 30 days prior).

This means it is possible for a new complaint to not appear in the grid if their incident date falls out of the client's configured range.

The table displays the following categories: Transaction ID, Incident date, Complaint description, Complaint option, Credit value, and Escalated. An escalation status of yes occurs when a certain number of complaints are created within a certain amount of days.

Add Delivery Messages and Instructions

This feature allows you to create customized, real-time messages for carriers and district managers. You can create:

  • one-off notes for special instructions for carriers and district managers

  • permanent, placement delivery instructions

  • general delivery instructions

The message/instruction is added into the circulation system in real-time. It may take up to 24 hours to reflect the added message on the screen

Create Carrier and District Manager Messages

Message types are configurable and add context to the message (e.g. a message concerning the route or ZIP code). The maximum message length is 140 characters.

To create a carrier or district manager message:

  1. Select the add new button under the Carrier & district manager messages section.

  2. Chose a message type from the drop-down menu.

  3. Enter a message in the text box.

  4. Select save.

  5. Confirm your message and select OK.

Create Permanent Delivery Messages

This feature creates permanent, placement instructions (e.g. door delivery or double bag when wet). Only one permanent message is allowed per account, and the message options are predetermined. Once added, messages can be updated or removed after the next publishing date.

To create a permanent delivery message:

  1. Select the add new button within the Permanent delivery messages grid.

  2. Choose a date and message from the drop-down menu.

  3. Select save.

  4. Confirm your message and select OK.

Create Delivery Instructions and Directions

These are editable text boxes that you can use to create general carrier notes (e.g. Corner of Melrose and 1st St or backhouse). The maximum message length is 140 characters.

To create new instructions or directions:

  1. Select the add new or edit button.

  2. Enter your message.

  3. Select save.

You can have one instruction and one direction. The messages will remain until you edit or delete it.

Broadcast Messages

Broadcast Messages are customer service messages displayed on Subscribe's CSR portal and/or Account Management.

The messages are broadcasted from NCS Circ to all accounts that are experiencing delivery problems so they are usually called Late Route Messages. The information is returned in real-time from NCS Circ.

This feature makes the user aware of the delivery issues they might experience and hence decreases the number of the submitted complaints.

Pre-requisites

  • Minimum 2018.5 NCS version is required

  • Minimum Subscribe version required is:

    • Subscribe 3.5 for One CSR Portal

    • Subscribe 3.14 for Account Management

Description

Subscribe calls NCS's GETroutedeliverydelays endpoint sending the number of the account and the code of the application (Account Management and/or One CSR Portal) to display broadcast message(s) in real-time. The messages display on the account as long as they are broadcasted in NCS, and disappear when they are deleted in NCS circ.

Please note that there the broadcast messages are filtered against the application so One CSR Portal and Account Management can have different broadcast message(s)

In One CSR Portal the Late Route messages are displayed above the tabs

Late Route message - One CSR Portal

In Account Management these messages are displayed on a Delivery Issue page where the user can submit a complaint.

Late Route message - Account Management

Setup guide

Please follow the steps below:

  1. Please create a ticket for the Implementation manager to configure the feature. Important implementation details can be found below.

  2. Ask your Project Manager to create Late Route messages in NCS. Please remember to specify whether it should be One CSR Portal and/or Account Management. The Late Route messages should be displayed in One CSR portal and/or Account Management in real-time. Please see the guide below.

Implementation details

To turn this feature ON for Account Management the Subcon. Configuration property DisplayDeliveryDelayMessages inside Complaint module should be set to true (true by default).

To turn this feature ON for One CSR portal the StartCallRouteDeliveryDelays appsetting should be set to 1.

The method should send SubscriptionId and/or AccountNumber, and ComplaintSource (DSICode from Apptypes table) in the request. For the response please see the example below:

{
  "Response": {
    "ErrorNum": "",
    "ErrorMsg": "Success",
    "Result": [
      {
        "DelayFlag": true,
        "DelayMessage": "Printing was delayed so trucks are running 2 hours late."
      },
      {
        "DelayFlag": true,
        "DelayMessage": "Test Message 1 not including address"
      }
    ]
  }
}

The response returns the messages that meet the following criteria:

  • ‘Broadcast To’ is either Customer Service - will be displayed in One CSR portal, and/or iServices Subscriber - will be displayed in Self-Service

  • Message is not expired, i.e.Start Date is less than MAX (PublishingDate/TODAY) and EndDate is NULL or greater than MAX (PublishingDate/TODAY), where MAX (PublishingDate/TODAY) means latest of publishing date or calendar date

  • Subscription starts before publishing date

Broadcast messages setup in NCS circ

In NCS circ go to Messages tab. At this tab you can add a new broadcast message as well as view existing broadcast messages, modify them or delete them.

To add a new broadcast message please click 'Add' buttton and specify the following:

  • Message information section

    • Product - please select the product for which the message should be sent.

    • Start date, End date - please enter the date range during which the message should be distributed, End date may be left blank

    • Selection type - please select the distribution type for this message (could be district, truck, route or all). Messages with Selection Type = All will be displayed to all subscriptions including those with delivery methods Online and Mail

    • Selection - enter the specific truck, district, route or delivery method for which the message should appear. E.g. if you have specified the route in the Selection then enter the exact route number here.

    • Message - add the text of the message

  • Message Usage section

    • Print on - this section has options used by NCS operational staff. Leave this section blank

    • Broadcast To - please select the following

      • 'Customer service' - the message will be displayed in One CSR portal

      • 'iServices Subscriber' - the message will be displayed in Self-Service

  • Broadcast time section - here you can set the exact time the message should be broadcast during the selected date range. Please enter the time and specify whether each is AM or PM

After all the required information has been entered please click 'Ok' to save the changes and start broadcasting.

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