CUSTOMER JOURNEY ✈️

EVENT 💥

CARE 😎

Pre-Purchase 👀

Customer calls CARE to ask if we deliver to their address

Search for the serviceable zip codes 🔍

If the Customer asks - Where does Flexcar deliver?

• Advise the Customer that we NOW offer in ALL 4 markets! 🥳
• We also offering delivery to a subset of Rhode Island Customers as well but check the available zip codes at the bottom of this card as it may not be available in some areas of those states.

NOTE: Until further notice, we will NOT be offering delivery to Connecticut.

CUSTOMER JOURNEY ✈️

EVENT 💥

CARE 😎

Placing an Order 🛒

Customer calls CARE to advise us of any issue they are having with placing an order

FOR ASSOCIATES

• Escalate the issue in detail to tier 2 via Zendesk

FOR TIER 2

• Escalate in the #boston-delivery-2023 channel
• For Rhode Island deliveries as well.
• Escalate in the #alanta-delivery-2023 channel
• Escalate in the #nashville-delivery channel
• Escalate in the #charlotte-delivery channel

CUSTOMER JOURNEY ✈️

EVENT 💥

CARE 😎

Before Delivery 🤔

Customer wants to reschedule the delivery date or time window

If a Customer wishes to adjust their delivery date to either EARLIER or LATER than their original date they can do so via the mobile app! 🥳

• We have provided Customers with information on how to process this request via their mobile app as well as including details surrounding the $50 rescheduling fee.
• IF a Customer calls into Care Support to adjust their order date, please perform the following actions:
1. Please inform the Customer that they are able to do so on their own via their mobile app BUT offer to assist them in their request.
2. IF the Customer reports an issue with the app OR wishes for Care to assist them instead, please locate their upcoming order in Optimus and select the requested available date.
1. 
2. 
3. IF the Customer's requested date is available, please select it and hit "confirm" to update the order.

Customer wants to cancel their order.

Customers will need to cancel their delivery via the mobile app.

There is a $100 Cancellation Fee for any orders cancelled 24 hours AFTER their order was created.

• Orders cancelled WITHIN the 24 hour window of order creation will not be charged this fee.
• If the order was cross-market, the shipping fee will not be refunded
• Customers will be prompted with a pop-up when they initiate an order cancellation AFTER the 24 hour window informing them of this policy.
• The fee will automatically be applied if they follow through with cancelling.
• IF a Customer calls in to cancel their order via Care, please direct them to cancel their order via the mobile app.
• IF they state they are unable to cancel via the app, please escalate this to a Supervisor for review and further assistance, if needed.

CUSTOMER JOURNEY ✈️

EVENT 💥

CARE 😎

Day of Delivery 🚚

Customer wants to cancel their order

1. Customers will need to cancel their delivery via the mobile app and inform them that a $100 Cancellation Fee will be applied automatically.
• IF they state they are unable to cancel via the app, please escalate this to a Supervisor for review and further assistance, if needed.
2. Inform the Logistics Coordinator using the side conversation function on the delivery order ticket in Zendesk

If there is no side conversation already started on the delivery order ticket, open a side conversation on a separate ticket [not the delivery order ticket] in Zendesk

Customer will be delayed by X mins and wants to inform us

Inform the Logistics Coordinator using the side conversation function on the delivery order ticket in Zendesk

If there is no side conversation already started on the delivery order ticket, open a side conversation on a separate ticket [not the delivery order ticket] in Zendesk

Customer has an issue with their car AND the Member Experience Specialist has already left the customer

• Car is malfunctioning
• Unhappy with state of car - unclean/smoke
• Unhappy with fuel level of car

Please action as per usual 👇

• Car is malfunctioning
• Recommend the customer schedule a maintenance service at our hub
• Unhappy with the state of car - unclean/smoke
• Credit the customer
• Unhappy with the fuel level of the car
• Advise the customer that we will make a note of the situation, as well as, when they are ready to return it with the same amount of fuel as when received

Customer has an issue with Member experience specialist

• behavioral
• feels unsafe

If the Customer contacts Care:

The Associate should escalate it to their Supervisor

If a Customer feels threatened, then instruct the Customer to call 911

Customer doesn't have their driver's license with them

Inform the Logistics Coordinator using the side conversation function on the delivery order ticket in Zendesk

If there is no side conversation already started on the delivery order ticket, open a side conversation on a separate ticket [not the delivery order ticket] in Zendesk

Customer wants to verify that the Member Experience Specialist is a Flexcar employee

Inform the Logistics Coordinator using the side conversation function on the delivery order ticket in Zendesk

If there is no side conversation already started on the delivery order ticket, open a side conversation on a separate ticket [not the delivery order ticket] in Zendesk

Selected Make/Model/Color is not available

Ops will inform Tier 2 to reach out to the Customer

Vehicle is delivered but the order was cancelled

Ask the Customer to return the car

Inform the Logistics Coordinator using the side conversation function on the delivery order ticket in Zendesk

If there is no side conversation already started on the delivery order ticket, open a side conversation on a separate ticket [not the delivery order ticket] in Zendesk

Customer cannot locate the Member Experience Specialist and/or vehicle

FOR ASSOCIATES

• Escalate the issue to Tier 2 via Zendesk

FOR TIER 2

• Direct message the logistics coordinator using the side conversation function on the delivery order ticket in Zendesk

If there is no side conversation already started on the delivery order ticket, open a side conversation on a separate ticket [not the delivery order ticket] in Zendesk

CUSTOMER JOURNEY ✈️

EVENT 💥

CARE 😎

After Delivery 👏

Delivery bill unpaid

N/A

Customer will fall into the Delinquency flow if still unpaid by invoice posting.

CUSTOMER JOURNEY ✈️

EVENT 💥

CARE 😎

Anytime 🃏

Customer wants to update the delivery address

1. Obtain the new address from the customer
   
2. Check that the address is within one of the approved zip codes
   
3. If it is, then escalate the request to the field-ops team requesting the address change using the side conversation in Zendesk
   
4. Set the expectation with the customer that address changes are subject to review
1. The request to make this change must only be done via escalating to the Field-Ops Team.
   

Feel free to offer a call back/email upon confirmation of the address change.

Customer wants to change selected vehicle

Deny request; if Customer requires this change, the order must be cancelled and new order placed for selected vehicle

Here's a useful talking point to use when informing the Customer 👇

"Unfortunately, once an order is placed for delivery, we are unable to modify the selected vehicle. What I can do as an alternative solution is to cancel the original order and that will allow you to place a new order for the [desired vehicle]."