Landside Platform Ideas Portal
What impact would it have on your daily tasks in terms of time saving or cost reduction? |
Ability to easily indicate (in bulk) where we received approval to rebill customer charges, customer responsible amounts, charge explanations, etc. through the CCDA worklist when approving/rejecting/revising charges rather than either doing individually or having to insert FROs into the worklist to leave comments in bulk. |
How frequently would you use this improvement? |
Every time a charge is approved we could use this field to leave an internal note to the rebilling team with why it needs to be rebilled, etc. |
How should it work? |
Either an additional button next to the approval button which will allow us to leave a note, or an option within the approval reason/code popup that allows us to leave a note (at this time notes should not be mandatory to approve a charge - this is not a requirement to have notes be mandatory when approving) |
Discussed in a call with Friday and Rozanne 17Sep2024
Cx/Customer induced, Indicate case number, attach documents to provide ground for rebilling on the top of the "Customer induced" reason code
Dispute team/Cx/Customer/Management/ Requests to understand the Reasons/rational of the approval decision
Most of the Charges discussions in case management option to point to it
After few years, request still come. Case management is archived hence no way to provide evidence hence the notes mechanism is handy
Next step, i) Align with FPO on the instruction of an approval charge ii) Size the effort iii) no specific ETA as not high priority
Hi @Guest I would suggest to leverage customer induced in the approval reason code
Thanks Elder,
It is great goal to ensure that approved additional charges or futile trips are rebilled. Let's review the current process as we do have a mechanism to indicate "Customer induced" in the approval reason code. This information is pulled by Cx team
Would it be possible to organise a call with the Cx billing team myself, pradeep.dsouza@maersk.com and kirsa.schildt@maersk.com to discuss the process used in NAM?
Regards,
Hichem Tlemsani - Product Manager always listening to new ideas