Want to create interactive content? It’s easy in Genially!

Get started free

Customer Care & Log. Org.

Tonal Learning and Development

Created on February 1, 2024

Start designing with a free template

Discover more than 1500 professional designs like these:

Business Results Presentation

Tech Presentation Mobile

Geniaflix Presentation

Vintage Mosaic Presentation

Shadow Presentation

Newspaper Presentation

Zen Presentation

Explore all templates

Transcript

Overview

Customer Care & Logistics Organization

Index

Introduction
Team locations
Team structure
Who we support
Tools & partners
Contact channels
Closing

Introduction

Our Tonal team is located multiple locations and we have an extensive structure to ensure our customers/members receive the best support in every step of their Tonal experience. Let's take a look at our locations, structure and partners!

Team locations

Let's take a look at our locations

Click on each icon to learn more about the different locations where Tonal is handled.

+ INFO

Team structure

Field Operations

Logistics

Let's take a look at our team structure

Logistics Development

Content

Click on each icon to learn more about what each team/departments responsibilities consist of.

Technical Team

Care Operations

Learning & Development

Quality Programs

Who we support

Who do we support?

InternalStakeholders

Members

BPO

+INFO
+INFO
+INFO
+INFO
+INFO
+INFO
+INFO

Tonal Community

Partners

Stakeholders

+INFO
+INFO
+INFO
+INFO
+INFO
+INFO

Tools & partners

Tools & Partners

Let's take a look at the partners we work with. Within the next modules, we will learn more about each one.

  • CH Robinson
  • Extron
  • Flagship
  • RXO
  • Ryder

Partners

Click on the plus sign on the screen to look at the different tools you will be using to assist our members. Each tool will be reviewed into more detail within the following days.

Contact channels

Contact Channels

Inbound

The customer/member calls us.

Outbound

We call the customer/member.

Closing

Congratulations! You have now completed the Customer Care & Logistics Overview. You are now able to identify:

  • Our team locations
  • Our team structure
  • Who we support
  • Our tools & partners
  • Our contact channels

Got an idea?

Bring it to life with an interactive window

Create a new layer with all the Genially features.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.
  • Activate and surprise your audience.

The Tonal Community is an external Customer. This is our Member base for all users of Tonal products including trainer and membership. They are our primary focus and we base every decision, every step, on their experience doing continued improvement in order to enhance their brand loyalty.

Logistics

  • Inventory and shipment management
  • Planning for shipments in advance and providing estimated ship weeks
  • Processing of sales orders
  • Processing of RMAs

Content

  • Internal content development for knowledge base.
  • Macros, quick texts, and template creation.
  • External content develo9pment for Members.
  • Marketing content development and alignment.

Techincal Team

  • Inbound/Outbound support for troubleshooting issues.
  • Collaborative work with the Field Product Specialist (FPS) team.
  • Virtual Support for our Members.
  • Reviewing and monitoring updates for WOs/RMAs throughout completion.

Care Operations

  • In house queues and views triage and case handling.
  • TTEC operations management on queues, views, and individual performance.
  • Escalation support for frontline team.
  • Escalation support for executive escalations.
  • New initiatives and feedback loop for internal stakeholders.

Stakeholders are an internal Customer. From Accounting to Software, Product Development and Content -- we support all of our Internal Customers with the same approach and level of quality as the External Tonal Community. Services provided for Internal Stakeholders include: Data capture Business Development / Sales & Marketing opportunities Product feedback!

Field Operations

  • Installer team operations overview and management
  • Scheduling and installation feedback for partners
  • Escalation management
  • Stud build out reviews
  • Field specialist are part of this team

Our BPO partner is one of our main customers. We provide feedback, we support and drive CSAT by providing feedback.

Quality Programs

  • TTEC learning and development management and follow ups.
  • Quality assurance monitorings for in house team.
  • Quality assurance management for TTEC team.
  • Workflow and procedure deep dives and efficiency identification.
  • Quality assurance deep dives and data.

Learning & Development

  • New hire training for internal hires.
  • New hire training management for TTEC team.
  • Up-trainings for internal team.
  • Up-training management for TTEC team.

Logistics Development

  • New project intake form and management
  • Project development and management
  • Pulling in all resources that need to action and be informed together

We support Care Operations, Content, Logistics, and a number of other internal stakeholders through our work.

Our partners are an external Customer. We consider our partners as a part of the extended Tonal team! Our partners, like TTEC and RXO, interact directly with the Tonal Community. We rely on these partner teammates to provide the right experience, contribute recommendations, and escalate unexpected or unknown situations.

Tools you will use:
  • Amazon Connect
  • Dispatch Track
  • RXO Connect
  • Salesforce
  • Yoobic

Members always come first. We strive to provide a paramount Customer Experience. They are our main focus.