Embedded Files
Annoucements: Please use the Hand Off Channel to pass tickets :)
fetch is a last mile logistic company that aims to disrupt and innovate the delivery market for a bigger and brighter future. fetch designed a solution that removes the package burden from property managers and gives residents a delivery experience worthy of their excitement. that is, we allow property managers to focus on their core business (not package delivery), and bring every package safely to its owner’s waiting hands.
the fetch team tree
the fetch team tree
how to contact human resources
HR can be contacted at hr@fetchpackage.com. Driver Support agents may reach out to HR directly for any HR-related needs. 1099 Delivery Partners are independent workers and therefore not covered by the Fetch HR team. Please do not share the HR email with any DPs.
Who is CX?
CX stands for Customer Support. The Customer Support team handles all inquiries from our residents and works with the DS Research team on Active Deliveries and Delivery investigations.
Any Residents who reach out to the Driver Support inbox should be directed to CX at help@fetchpackage.com.
Residents who call in to Driver Support should be immediately redirected as DS agents are not trained to manage resident communications. Agents may follow the Resident Call Script to assist in managing these calls.
What issues should be redirected to CX?
What issues should be redirected to CX?
Any time a resident reaches Driver Support or a DP Submits Proof of Delivery photos. These photos will be shared with the resident once redirected to CX via a Gladly task.
How do agents send someone to CX?
To Send a conversation to the CX team we open our Answers in Gladly and apply the “Send to Customer Support” answer. We may also provide the CX email: help@fetchpackage.com or direct the resident to the Support Chat in their Fetch App.
who is client success(cs)?
The Client Success team works to investigate any property access issues that occur during active delivery windows. For instances where Driver Support agents have worked through all access issue troubleshooting and still are unable to find a resolution to the obstacle our Delivery Partners are facing at one of our communities, they will create a Gladly task for the Client Success team to report the issue and work on a solution. The Client Success team will follow up with the next steps or confirm the issue exists and begin working on a long-term solution.
who is driver ops?
The Driver Ops team consists of our Payroll and Driver Operations team members. The Driver Ops team is in charge of:
Enforcing Relationship standards with Fetch Delivery Partners company-wide.
Recruiting
Onboarding
Payroll
Driver Operations directly affects protocols enforced by Driver Support agents and vice versa! Driver Support leads work closely with the Driver Ops team to obtain information and guide our delivery partners to a variety of resources and solutions.
fetch residents!
The only incidents Driver Support may handle regarding residents would be the DP submitting a resident complaint if the resident was rude, aggressive, or threatening.
In these occurrences, DS agents will use the FAQ: Driver Incident Report (Not Tow/Ticketed) First Touch (Followed by the FAQ: Driver Incident Report (Not Tow/Ticketed) 2nd Touch) answer to gather information before making the call to document the feedback via the DP Feedback form or Escalate the situation to DS leads
warehouse team
Warehouse team
Warehouse team
The Warehouse team receives communication requests directly from WH personnel regarding a variety of issues including communicating first-day information with new DPs, sending property information, DP check-ins on delivery progress, etc. The WH team will take all WH tasks assigned when a DP needs to be contacted on the WH's behalf.
gladly inboxes
Reassign Conversation
DS Leads: Driver Support Tier 2 - reassign escalations to inbox
DS Warehouse Team: DS WH Requests - pass to other agents via conversation reassignment
Onboarding Specialty: DS Onboarding- reassign conversation to inbox
CX: CX | 1 Customer Support - Reassigning to inbox when residents reach out
DS Medium Priority- If the volume is high, a DS Lead will make an announcement informing the team to use the answer, "DS - Medium Priority" or "DS - Onboarding First Touch".
DS- Package Pick Ups- This is where you will send Pick Up Requests for the next day or if you receive a Pick Up Request over the weekend for Monday.
Reassign Task
Driver Support Pick-Up Request Task: Reassign DS- Pick-Ups if it needs to be worked on the next day or Monday
DS WH Requests: Reassign to yourself >corresponding WH> or the agent the conversation is assigned to.
Create a Task
CX For POD: CX | Reachout - create a task
CS: PM | CS | Property Access- create a task
Warehouses: DS | OPS | (WH)- create a task
Page updated
Report abuse