How to handle ORA related calls? – SRT Team
- CC or PC Team receives call from partner/customer informing about the situation and the call is transferred to SRT.
- SRT Supervisor handles the call and assesses the situation. If customer/partner needs assistance, then informs him/her that our partner vendor 'Strandd - Roadzen' will contact them within 20 minutes.
- SRT Supervisor opens the ride details in CRM and raises a ticket with disposition Request: Outstation RSA required (which triggers an email to Roadzen).
- Auto-captured Fields: ORN number, Driver Name, Driver mobile, Customer Name, Customer mobile, Car Registration Number.
Manual Fields: Incident Category (Cab Breakdown, Fuel, Minor Accident, Major Accident, Medical Emergency, etc.,), Nearest City, Location. - An email is also triggered to customer Email Id informing about the same along with 'Terms and Conditions' of using a substitute cab being provided.
- Roadzen immediately confirms, by sending an acknowledgement mail in a standard format and generates a 'Concerto Case ID’– SLA < 5 mins.
- Roadzen contacts the driver/customer, takes details and sends email providing details about service being offered (Eg: Service provider dispatched or Substitute Cab dispatched etc.) SLA < 20 mins.
- Roadzen provides update at every step taken and all these mails get captured in Zendesk. If partner/customer asks for the update, SRT agent should inform as per the update
- In case, if there is no update when partner/customer calls second time, then SRT will contact Roadzen Helpline and check for any update. Follow Escalation Matrix if required. POC from Outstation team will review open tickets periodically and SRT team will close open tickets
Dispose the call as Request > Outstation Related > Roadside Assistance
ORA - Services Provided
ACCIDENT:
Scenario wherein the Outstation cab met with an accident (minor / major)
Roadzen will take care of medical emergencies by providing medical help to the customer and repatriation of the customer by providing an additional cab
TOWING:
Scenario wherein the Outstation cab broke-down and need to be towed
Roadzen will provide towing service to the partner if needed. Roadzen will charge OLA for first 10 Km of towing of the breakdown vehicle. Beyond 10 Km driver will have to pay Roadzen service provider for extra Km of towing.
SUBSITUTE CAB:
In case of breakdown, Roadzen will arrange for replacement vehicle to continue the journey
In case of repatriation of the customer, Roadzen will arrange vehicle for onward journey of the customer and will be in touch with partner at regular intervals. Roadzen will make sure the details are available for the vehicle including RC, insurance and other necessary details.
Payment to Drivers in case of Substitute Cab:
If the Ola partner has travelled more than 80% Kms of the minimum base Kms for the respective city of origin, then the customer will pay the driver for the actual Km travelled at OLA rates only and stop the trip. SRT will re-complete the ride for the actual Km travelled by the first cab. The toll, taxes etc. need to be paid at actuals to the driver.
For Replacement vehicle provided by Roadzen, Customer will pay the driver for actual Km travelled including the return Kms (In case of one way trips) at OLA rates for the respective city only. The difference if any will be paid by OLA for the replacement ride to the Roadzen who will in turn pay the driver. The toll, taxes etc. need to be paid at actuals to the driver.
Other Car Related Service Provided
- BATTERY
- PUNCTURE - REPAIR
- PUNCTURE-SPARE
- LOCKOUT-LOSTKEY
- LOCKOUT-KEYINCAR
- FUEL-PETROL/DIESEL/WRONG
- OTHER – NOT START
- OTHER – BRAKE / CLUTCH
- OTHER – STEERING / LIGHTING
Roadzen will bill OLA Outstation for the services offered as per the rates proposed for the trial period. All the spare parts, coolants, batteries etc. will be charged at actual to the driver.
Roadzen Rate Card - ORA
|
Service |
Flat Fee |
KM (included) g2g |
Fee/ extra KM |
Paid By OLA |
|
ROADSIDE-ASSISTANCE-DAY (8am-8pm) |
550 |
20 |
12 |
Yes |
|
ROADSIDE-ASSISTANCE-NIGHT (8pm-8am) |
660 |
20 |
12 |
Yes |
|
Conventional Towing |
1800 |
40 |
22 |
Only for first 10 Km - Rs 450 |
|
Flatbed Towing |
2300 |
40 |
29 |
Only for first 10 Km - Rs 600 |
ORA – Roadzen Helpline & Escalation Matrix
Primary Helpline No: +91 11 45735503
Back-up Helpline No: +91 11 45735504
Level 1 –
General StrandD Helpline Head - Archana – 08470044623
Level 2 –
Ankur Kamboj, Network Head – 9999190220
Level 3 –
Senior Management Team – Rohan, Ranjit
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