Meeting Notes 19/09/2023

Stats on last month's performance compared to the previous month (presentation attached)

Going forward, we will be looking at targets for each depot – not done yet as need to be tailored depot by depot – different things affect this, Cornwall for example has better business in the summer. Depot-by-depot targets coming in next couple of months.

Current bugs/issues

Invoices - the issue is that any invoices after 07/09/23 aren't showing on the website 

Favourites - as you have each delivery point set up as an individual account – when a customer logs in on delivery point zero, they can build favourites, but if they want to build order for delivery point one, they will build the list, log out, then log in and the list has gone. This is happening because when you log in on a child account the website generates a unique ID, which changes each time the customer logs in and out – so the favourites will vanish as the website doesn't have an ID to attach them to. For the time being, we have blocked the ability to build favourite lists for child accounts. Head office users for delivery point zero can still build a favourites list. There is a longer-term fix in progress – no date confirmed as of yet.

Emails - the website has been sending duplicate versions of the same email, this issue is with our internal IT team. What is happening is customer places an order, which triggers an automatic email, which then times out trying to send, so then the website tries to send another email which it successfully does, but then the original email manages to send, so emails are duplicating.

Credit Stop - currently blocks customers from logging into the portal if they are on a credit stop – the change for this is hopefully coming this week or next.

Extras

When raising issues to web support, please ensure that you include the relevant information to help speed up the response process, including the account number, email address the customer is trying to log in with, and which delivery point the issue is regarding.

Online champions resource is there as a tool to help you – it is for internal use only. On there, you can see known bugs and issues which include the fix time, priority etc. the server status, any upcoming enhancements, and the meeting notes.

Online user access forms – this is the form for online champions to fill in, not the customer. These forms are trinity-specific, which will cause some confusion for the customers.

Questions

Tracey South West – Internet account number 99999, do we have to do that before or after the form submission?

Yes, either before or after submitting the form. This code acts as a trigger to send the information from Trinity to the website. Going forward, we are going to change this to just a tick box which will trigger the data to be sent to the website.

Joanne Teesside – Is there a decision as to whether account managers can set up customers?

We aren’t against it, it is that the setup process is very different to the old one. Because of the way the accounts are set up, we wouldn’t recommend this yet. Possibly sit with the customers whilst completing the registration form together. If it is a single delivery point account, it is quite a quick process, however, if it is a more complex set-up, it will have to come to our team anyway, so for simplicity, it may be best to just fill in that form with the customer to guide them through it.

Tracey South West – Special offer promo prices aren’t selling with the online orders. 

The reason for that the business has changed the way they do special price offers, so Old J for example, on the old website the price override would reduce the price on the paid product code. The special price is now a separate code, which has affected how we can set up offers, we must set it up as a new SKU so the customer can pick which offer is better value for them. There will be a badge which shows customers that it is on a special price offer, so it is up to them to select the offer, rather than go in and override.

Joanne – Still receiving incorrect delivery date orders?

The customer can see yellow or green dates when they select a delivery date, there is a known bug that isn’t sending the email to the depot to say it is out of schedule but it is telling customers when they place an order.

We will send an email to everyone after the meeting to get the best availability from people to schedule the next meeting. Also, we would like to know what you want to get from these sessions, so would be good to get your feedback for things that you want to know.

Austin mentioned earlier about the targets – this has come from Ebrahim – Richard will be discussing with Sue and Ebrahim as to what this means and will give a clearer picture then.