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Transcript

Customer Care & Logistics Organization

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

Index

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

+ INFO

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

Let's take a look at our locations

Team structure

Learning & Development

Quality Programs

Technical Team

Care Operations

Content

Logistics Development

Logistics

Field Operations

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

Let's take a look at our team structure

Who we support

Partners

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+INFO
+INFO
+INFO
+INFO
+INFO
+INFO
+INFO
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Tonal Community

+INFO
+INFO
+INFO
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BPO

InternalStakeholders

Stakeholders

Members

Who do we support?

Tools & partners

Partners

  • CH Robinson
  • Extron
  • Flagship
  • RXO
  • Ryder

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

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.

Tools & Partners

Contact channels

The customer/member calls us.

Inbound

We call the customer/member.

Outbound

Contact Channels

Closing

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

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

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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.

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

Logistics

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

Content

  • 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.

Techincal Team

  • 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.

Care Operations

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!

  • 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

Field Operations

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

  • 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.

Quality Programs

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

Learning & Development

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

Logistics Development

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.

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

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