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
- Revenue Protection: Prevents substantial financial losses by minimizing downtime.
- Customer Satisfaction: Ensures customers can continuously order their preferred meals without interruptions.
- 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
- 24/7 Live Monitoring: Automatically detect when your restaurant goes offline on marketplaces and send real-time alerts to our support team.
- Fast Investigation: Investigate within 10 minutes to determine the cause of the offline status and coordinate with the marketplace if needed.
- Quick Resolutions: Swiftly address technical or operational issues, ensuring your restaurants return online quickly.
- 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.
Resolution Process
| Step | Timeframe | Action and Notification |
|---|---|---|
| Initial Email | Within 10 minutes of deactivation alert | For Non Checkmate Integrated Brands: The Checkmate team will immediately reactivate the store upon receiving a deactivation alert and inform the point of contact (POC) about the reactivation, except in the case of a “Merchant Triggered” alert, where the store will remain offline until we receive confirmation from the POC. For Checkmate Integrated brands: As soon as an email is received and offline action was not triggered via the Checkmate portal, Checkmate team will turn the store online immediately from the OP backend. The team will notify the POC that the store has been turned back online after Checkmate received the deactivation alert. |
| If the store is deactivated again | Within the next 60 minutes of reactivation time | The Checkmate team will leave the store offline, notify the POC, and await a further update. The store will be brought back online by Checkmate only after confirmation from the POCs in this case. |
| If the store is deactivated again | Post 60 mins of initial reactivation time | The Checkmate team will reactivate the store from Doordash backend and notify the POC that the store has been reactivated again. |
Note: The Resolution process is subject to change based on your requirements.
FAQs
+What Ordering Platforms can Checkmate provide Online Management Support for?
- Doordash (Both Checkmate Integrated and Non Checkmate Integrated brands).
- Uber (Only Checkmate Integrated brands).
- Grubhub support is currently unavailable as the Grubhub team has not yet developed real-time deactivation alerts. Checkmate engineering is collaborating with Grubhub to develop this feature.
+How do I sign up for this feature?
Fill in the onboarding form here to sign up for this feature.
- Provide Store Manager backend access to Doordash/Uber to Checkmate by creating a User ID for the Checkmate team.
- Ensure the Checkmate email ID om@inrevsrv.com is part of the store-wise communication distribution list for Doordash.
- Provide an escalation matrix for store-wise POCs.
+How frequently are reports generated, and what do they include?
- 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.
+What happens if the POC is unavailable or unable to respond?
- If the POC does not respond within the specified timeframes, the escalation matrix will be followed to address the issue.
- For deactivations longer than 60 minutes, Checkmate will reactivate the store as per client permissions or wait for POC confirmation.
- For temporary deactivations less than 60 minutes, the store typically gets reactivated automatically at the end of the specified timeframe.
+What kind of issues can cause my store to go offline?
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.
+How quickly can my store be brought back online?
- The Checkmate team can reactivate stores within 10 minutes of receiving an alert for non-merchant-triggered deactivations.
- For Uber, a 30-minute polling mechanism alerts Checkmate of deactivations, which are further communicated to POCs.
- Merchant-triggered deactivations require POC confirmation before reactivation.
For more information, contact us at RevenueManagement@itsacheckmate.com.
Comments
0 comments
Please sign in to leave a comment.