Introducing Royal Mail Tracked Reporting

Transcription

1 Introducing Royal Mail Tracked Reporting Royal Mail Tracked 24 & Royal Mail Tracked 48 Royal Mail Tracked Returns 24 & Royal Mail Tracked Returns 48 Customer Guide October 2015

2 Contents Introducing Royal Mail Tracked Reporting What reports are available? Accessing your reports: Logging In General steps to viewing a report Range of reports Delivery Statistics report Customer Summary report Quality of service report Customer contract profile Sales Order Summary report Delivery Dashboard Tracked Returns Any questions?

3 Introducing Royal Mail Tracked reporting As a Royal Mail Tracked customer, you have access to a Tracked Reporting tool via your OBA account, which provides you with a range of enhanced reports. It allows you to view a number of detailed management reports, as well as your Royal Mail Tracked parcel activity. The benefits of reporting Once you ve accessed the Tracked Reporting tool, you can view the data you want, when you want, over a specified time period. It gives you accurate up-to-the-minute tracking information. Plus it enables you to proactively notify your customers about the progress of their delivery.

4 What reports are available? Delivery statistics Customer summary Quality of service Customer contract profile Sales Order Summary Delivery Dashboard Provides a clear view of what happens to the parcels for a chosen date This provides two reports, received not pre-advised (overs) and preadvised but no received (unders) This report shows the delivery performance of parcels for a certain date range. This reports provides the profile of your parcels delivery (volume, weight, size, fall to earth). This report gives the full detail of the parcels invoiced under a sales order. This report gives a clear view of items due for delivery in the last 5 delivery days including today. Plus a range of reports are available for Royal Mail Tracked Returns too.

5 Let s take a look at the reporting tool and the reports available

6 Logging in via OBA Login You can view your reports via your OBA account which is accessed on Scroll down & click on Royal Mail Tracked and Tracked Returns Reporting Tool. Simply log in with their username & password.

7 Reports available Once you have logged into OBA you will be presented with the following screen. You can access the range of reports via the top navigation bar and by scrolling down to the bottom of the page. Note: Delivery statistics and the Contract Profile report can only be viewed by scrolling down the page.

8 General steps to viewing a report In general, once you have clicked on the report you would like to see, simply: 1. Select the account number, 2. Select the date range Note: The steps and filters to view a report are in general the same for every report. Select view report and you will see the data below. As some reports contain a lot of data it is recommended you scroll through the pages or select a format and export the report.

9 Let s take a look at the range of reports Delivery Statistics Customer Summary Reports Quality of service Customer contract profile Sales Order Summary Delivery Dashboard Tracked Returns

10 1. Delivery Statistics reports

11 Delivery Statistics report To access your Delivery statistics scroll down on the dashboard page and press the 'Delivery statistics reports' link towards the bottom of the page. This report allows you to choose an account and the days you want to report on. This can help you to understand how items have got into your customers hands. In addition, it provides information regarding how many items have been returned to you, helping you to identify if your customer databases are accurate. Simply select a data range for your report and press the View Report button. The report will appear below.

12 Delivery Statistics: Excel download What does it mean? Provides the summary that is shown on OBA, then a breakdown of items collected from the Enquiry Office then those returned to sender. Top tips When return to sender is due to an incomplete address it may be down to the address capture method. Equally, gone-away could mean that your data is out of date, so it could help to check addresses with customers prior to confirming order delivery.

13 2. Customer summary reports including: a. Despatch Manifest report This will show any parcels pre-advised which were not received b. Non-Pre advice reconciliation summary This will show any parcels not pre-advised which were received

14 Customer summary reports To access your Customer summary reports press the Customer summary Reports menu option. Then press the 'Despatch Manifest report' link at the bottom of the page. This report reconciles your details with your actual Royal Mail Tracked parcel activity, drilling down into specific pre-advice files for added detail. You can also view your Non-advised posting reconciliation reports which reviews the items handed to us without pre-advice. Simply select a data range for your report and then press the View Report button.

15 a. Despatch Manifest report Top Tips When looking at items advised and received and there is a discrepancy, this suggests there is something wrong with your pre-advice or that you are pre-advising before you have cleared your packing stations for that day. When pre-advice is missing, we can t measure the quality of these parcels, and we can t send the notifications for these parcels.

16 a. Despatch Manifest report: Excel download

17 b. Non-Advised posting reconciliation report Top Tips This provides a summary of those parcels which have not been pre-advised.

18 b. Non-Advised posting reconciliation report: Excel download

19 3. Quality of service reports

20 Quality of service report To access your Quality of service reports press the Quality of service reports menu option, then press the 'Royal Mail Tracked 24 Quality of Service Report' link or the 'Royal Mail Tracked 48 Quality of Service Report' at the bottom of the page. These reports allow you to take a look at your quality of service for each Tracked product you are using. Simply select a data range for your report and then press the View Report button. The date range includes anything posted during that period. If you look at the report too soon, some items may not be due for delivery just yet. For Royal Mail Tracked 24 we would suggest waiting 3 days after sending and For Royal Mail Tracked 48 we would suggest waiting 4 working days.

21 Quality of service report: Excel download Tab 1 on excel sheet What does this mean? Total is all the parcels posted between the dates. If you look at it too soon the parcels may not be due for delivery just yet. We can only measure quality for items that are pre-advised, so the numbers won t add up to the total if this isn t the case. Our quality of service is a true reflection of the recipients experience, we do not exclude any data from the report, due to incidents out of our control e.g. motorway closure, bad weather.

22 Customer view Quality of service report: Excel download cont. Tab 2 on excel sheet

23 Customer view Quality of service report: Excel download cont. What does this mean? The second sheet on the excel download gives you the breakdown of all items that didn t meet quality of service. Typical events are: Pre-Advice Parcel information that you have submitted to Royal Mail Outward MC or DC The first parcel processing site, where we sort your parcels Inward MC or DC A processing site which serves the delivery region for this parcel Ready for Delivery Item arrived at the local Delivery Office, parcel is sorted to the delivery route Doorstep Delivery scan Day A is the day received into our network so Royal Mail Tracked 24 is due on day B and Royal Mail Tracked 48 is due on day C for High Volume and day D for low volume. Open items are those which haven t received a doorstep i.e. attempted delivery scan, so whilst we don t consider these as a quality of service pass, the vast majority will have had a delivery attempt.

24 4. Customer contract profile reports

25 Customer contract profile report To access your Customer contract profile scroll down on the dashboard page and press the 'Customer contract profile reports' link. This report allows you to keep an eye on your profile so that there aren t any surprises when it comes to reviews. By account, you can see your average sizes and weights and proportion of traffic to the Mainland, Highlands and Islands. Simply select a data range for your report and then press the View Report button. The average weight and size are taken from your pre-advice unless you are a high volume customer and you parcels are processed through a volumetric scanner. We also undertake sampling to support your quarterly profile review. This sampling data will not appear here.

26 5. Sales order reports

27 Sales order summary report To access your Sales order summary reports press the Sales order summary reports menu option. Select a data range for your report and press the View Report button. This report provides you with an overview of your parcels billed under a Sales Order including parcels signed for and those with SMS/ notification requested. The report will appear below. If you would like to Export the report as an excel document press the 'Create Excel Report' link at the top of the page. You will be prompted to Open or Save the document. The Excel download drills down to individual parcel level.

28 Sales order summary report: Excel download What does it mean? Details for all items included in a sales order. If customers submit numerous preadvice files each day then this increases the amount of sales orders, so submitting a single file each day makes it much easier for them to reconcile sales orders and invoices.

29 6. Delivery Dashboard reports

30 A reminder of the tracks Item ready for despatch Royal Mail Tracked label attached Pre-advice sent Royal Mail collects items Accepted at outward Mail Centre/ Distribution Centre Transport to inward Mail Centre Customer receives item Out on delivery: Delivered/ Not Delivered Arrives at Delivery Office: Ready for Delivery Accepted at inward Mail Centre SMS and/or notification sent SMS and/or notification sent

31 Delivery dashboard On the reporting landing page you can quickly select your account number and agreement number to view current information on the progress of items due for the last 5 delivery days including today. You can also input your sender s reference number in addition to the Royal Mail tracking reference to make it easier to cross-reference your systems with our systems. The data for the delivery dashboard may be up to 30 minutes behind real time. This is normal as it takes a short time for the data to be uploaded. If you run the report early in the day, delay possible numbers will be very high as the ready for delivery scan may not have taken place yet. We recommend you run the report after 9am.

32 Delivery dashboard report: Excel download Once you have clicked submit you will notice that the scheduled Total is subdivided into Awaiting delivery, Delivered, Delivery attempted and Delay possible. This report defaults to today s date plus the previous 4 working days. An additional column is now available within the Delay possible items to provide a categorised reason for delay, informing you of our confidence in that delay status. This helps you to establish how best to use the potential delay information and make a more informed decision about if and when to proactively contact your customers. Now you can choose to export the data into excel.

33 Delivery dashboard: Excel dashboard cont. Top tip If you click on any of the tracking numbers on the excel download, it will take you to the online tracking details that the recipient can see. There are two additional sheets on the download which shows the delay likely and the delivery attempted items.

34 Delivery dashboard: What do the definitions mean? Status What determines the status? What is the likely delay? Potential delay A missort scan has been recorded in a Delivery Office other The item is not in the correct location for delivery and is unlikely to be Missorted item received at incorrect DO than the expected Delivery Office based on the items destination postcode delivered on the expected delivery day Item on track Incorrect missort scan A missort scan has been recorded at the expected Delivery Office based on the item s destination postcode An incorrect scan has been used but the item is in the correct location for delivery today and is unlikely to be delayed Item on track Damage scan at DO Item on track Inward MC scan received on time Potential delay Inward MC scan received late Potential delay Missorted item received at incorrect inward office Potential delay Not scanned since outward office Potential delay Item incorrectly scanned The item has received a damaged scan at the expected Delivery Office based on the items destination postcode The item has received an Inward Mail Centre scan before 06:00 on the due day of delivery The item has received an Inward Mail Centre scan after 06:00 on the due day of delivery The item has received either a missort scan or an Inward Mail Centre acceptance scan at a Mail Centre other than that expected based on the destination postcode of the item The item has not received any further scans since acceptance into the Royal Mail network Any item which does not meet any of the above criteria If the item is damaged it will be delivered today with a message from Royal Mail explaining what to do if the contents is missing or damaged. The item is unlikely to be delayed Although the system is not yet showing a Ready for Delivery scan any items handled by the Inward Mail Centre before 06:00 on the due day of delivery are highly likely to go on to be delivered that day Any items handled by the Inward Mail Centre after 06:00 on the due day of delivery are unlikely to make the connection to be delivered that day The item is not in the correct location for onward connection to the correct Delivery Office and is unlikely to be delivered on the expected delivery day The item is not in the correct location for onward connection to the correct Delivery Office and is unlikely to be delivered on the expected delivery day This category catches any item where the status cannot be determined due to an anomaly in the series of scans and so there is a potential delay based on the absence of a delivery office scan

35 Tracked Returns reports

36 Royal Mail Tracked Returns reports If you use Royal Mail Tracked Returns you can also benefit from a range of reports for this product too. They are access via OBA too, and then by clicking on the Tracked Returns reports tab. You will see a range of reports which are similar to Royal Mail Tracked. The same process for downloading these reports applies.

37 Any questions? If you have any questions regarding Royal Mail Tracked and the reporting available you should see the FAQs online, speak to your Account Manager or regular contact point or call