What we review
Recipient notice timing review
A comparison of when the rider marked a stop against when the SMS, WhatsApp, or in-app notice actually went out — and whether the recipient still had time to come down.
In many Klang Valley drops the recipient is upstairs, in a shop lot, or behind a guardhouse. A notice that leaves after the rider has already walked back to the van is a notice that only documents a miss.
We do not argue about the wording of the message first. We put the three clocks next to each other — rider mark, notice send, proof of delivery — and write down what the clocks show.
Who it is for
Customer desks that take calls about “the rider left before I reached the lobby,” and operations leads who suspect the notice is firing from the wrong event.
What you leave with
A timing table for the sampled stops, a plain-language note on which event currently triggers the notice, and a recommended trigger that matches how your riders actually work the street.
Scope
One notice channel (SMS, WhatsApp, or in-app) and one week of stops for a named locality or rider set.
Included
- Alignment of rider mark time, notice send time, and proof-of-delivery time on the sample
- A walkthrough with the customer desk on the calls that week produced
- A two-page timing note
Not included
- Buying or configuring a new message vendor
- Writing message copy in Malay or Chinese unless you supply a draft
- Call-centre staffing advice
Who does the work
Aisha Rahman leads from Puchong, with a short sitting at your customer desk if the calls are still on paper logs.
How the work runs
- Agree the channel and the sample week.
- Match notice logs to tracking events on the sample.
- Listen to how the desk currently explains late notices to recipients.
- Issue the timing note.
Place and delivery
Puchong desk, plus one visit to your customer desk in the Klang Valley when call logs are not exportable.
What to prepare
Notice send logs with timestamps, plus the matching tracking events. Strip phone numbers if your policy requires it; keep a hashed id so we can still join the rows.
Constraints
If the vendor log is only a daily total, we cannot build a timing table. We will stop at the quote and say what export would make the review possible.
Fees
From RM 3,600 for one channel and one week. A second channel is quoted as a sibling piece of work, not a bundle discount.
Next step
Tell us which notice channel worries the desk and whether you can export send times.