What is Online Management?
Online Management is a real-time service designed to monitor and manage store deactivations for both integrated and non-integrated brands. It ensures minimal downtime by quickly bringing stores back online and maintaining continuous revenue flow and customer satisfaction.
Key Benefits
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Revenue Protection: Prevents substantial financial losses by minimizing downtime.
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Customer Satisfaction: Ensures customers can continuously order their preferred meals without interruptions.
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Operational Efficiency: Quickly addresses technical or operational issues that cause deactivations.
Sign up for online management by filling out the form here, and our team will reach out to you.
How Online Management Works
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24/7 Live Monitoring: Automatically detect when your restaurant goes offline on marketplaces and send real-time alerts to our support team.
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Fast Investigation: Investigate within 10 minutes to determine the cause of the offline status and coordinate with the marketplace if needed.
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Quick Resolutions: Swiftly address technical or operational issues, ensuring your restaurants return online quickly.
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Detailed Reports: Provide follow-up reports detailing the impact and any trends. Reports include offline hours analysis, saved revenue, offline hours trends, and other relevant data. Reporting frequency and content can be tailored based on individual client requirements.
Escalation Process
| Step | Timeframe | Action and Notification |
|---|---|---|
| Initial Email | Within 10 minutes of deactivation alert | Our team sends an initial email to the store Point of Contact informing them of the deactivation. |
| 1st Follow-Up Email | 15 minutes after the initial email | Our team sends a follow-up email if no response is received from the store Point of Contact. |
| 2nd Follow-Up Email | 15 minutes after the 1st follow-up email | Our team sends another follow-up email if no response is received from the store Point of Contact. |
| Reactivation (if permitted) | Within 60 minutes of deactivation alert | Our team reactivates the store if there is no response from the Point of Contact and client permission is granted. If not permitted, the store remains offline until a response is received. |
| Temporary Deactivation by OP <60 Minutes | Upon completion of specified period | Our team sends an initial email informing the store of the temporary deactivation and offers an earlier reactivation option. We cross-check whether OP has automatically reactivated the store once the deactivation period has ended. |
| Deactivation > 60 Minutes | Continuous | Our team follows the escalation matrix, as detailed above. We reactivate the store if the Point of Contact does not respond within 60 minutes as permitted. |
Note: The Escalation process is subject to change based on your requirements.
FAQs
The Point of Contact (POC) is the designated person responsible for receiving and responding to notifications about store deactivations. Their role includes promptly handling alerts, coordinating with our support team to resolve issues, and providing necessary permissions for store reactivation. The POC should be knowledgeable about the store's operations and have the authority to make decisions related to reactivation.
The POC should be someone familiar with store operations and able to respond quickly to alerts. If the POC is unavailable or does not respond within the required timeframe, our escalation process will be followed, including sending follow-up emails and, if permitted, reactivating the store after 60 minutes. For temporary deactivations under 60 minutes, the store will typically be reactivated at the end of the deactivation period if no response is received.
Fill in the onboarding form here to sign up for this feature.
Reporting frequency is based on your requirements. We can have weekly sync calls to discuss the reports further. Reports include offline hours analysis, saved revenue, offline hours trends, and deactivation reasons categorized by brand and store. The reporting content can be customized based on your needs. By default, the report will be shared in the following format:
Stores can go offline due to various reasons including technical issues with the marketplace, internet connectivity problems, menu configuration errors, or operational disruptions at the store.
Our team aims to investigate within 10 minutes of receiving an alert. The time it takes to bring the store back online depends on the nature of the issue and the Point of Contact's response time.
Yes, we can tailor the alerts and notifications based on your preferred communication methods (e.g., email, phone) and any additional contacts you want to be notified during store deactivations.
For more information, visit our website or contact us at RevenueManagement@itsacheckmate.com.
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