11.0 Supporting You
11.1 Implementation
Tracked Services customers will be supplied a dedicated Whistl Implementation Manager to support Sales in the process
of migrating to Whistl. Implementation support is supplied once a contract has been agreed, through to a customer’s first
trading date and the first two trading weeks..
Acting as liaisons between both the wider Whistl business and also our IT suppliers – our Implementation team project
manage a customer’s migration and assist in areas such as file creation and system training as required.
11.2 Customer Services
As part of your relationship with Whistl, you will be provided a dedicated Customer Services Specialist to assist with the
every-day running of your account. Any service, operational or invoice queries should be raised direct with your
representative who will manage your complaints, escalations and queries on your behalf.
When contacting Whistl Customer Services, we aim to answer phone calls within 3 rings and aim to acknowledge emails
within two hours.
11.2.1 Raising queries and issues
The complexity of a query will determine how long a query will take to resolve.
We try to resolve queries relating to postal services within one working day, however any resolution will be
entirely dependent upon the complexity of the query and matters outside our control, such as receiving a reply
from one of our carriers. Should a resolution take longer than this, our team will keep the customer updated on
the progress of their query.
Our Customer Services team will try to resolve queries related to courier services to the same time period. If
however a query requires Whistl to contact our carriers for more information or assistance, we will need to wait
to receive their response , following which our team will feedback to the customer. Should a resolution take
longer than this, our team will keep the customer updated on the progress of their query.
Example queries may include:
Query Complexity
Illustrative Resolution Time
Description
Low
• Provision of signature image • WISMO (Where is my order) query
2hrs
Medium
• WISMO (Where is my order) query – where carrier escalation is required • Request to return an item in transit
1 working day
• Change of delivery address • Additional delivery instructions
High
• Complaint regarding courier behaviour or damage to property
1-2 working days
The table above is for illustrative purposes only.
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Whistl Tracked Services Customer Guide
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