Lesson 8: Case Management — Tracking Issues & Follow-Up

Learn how to document issues, assign responsibility, and manage operational follow-up correctly.

If an issue is not tracked, it gets lost. Case Management ensures every operational issue is documented, assigned, and resolved.

Why Case Management Matters

Dispatch operations involve constant exceptions, delivery issues, customer concerns, and driver follow-ups. Case Management creates accountability, visibility, and operational consistency across the organization.

Issue Reported → Case Created → Assigned → Followed Up → Resolved

Step 1: Open Case Management

Navigation → Operations → Case Management

This screen is used to track customer issues, delivery problems, driver concerns, and operational follow-up items.

Case Management screen

Step 2: Search Existing Cases First

Before creating a new case, check whether the issue already exists in the system.

Search using OrderTrackingId
Filter by Driver, Account, or Status
Review existing notes and activity
Avoid creating duplicate cases

Step 3: Create a New Case

If no existing case is found, create a new operational case.

Click Add New
Select the appropriate case type
Choose Client Case or Driver Case

Use Client Case: customer complaints, damaged deliveries, delays

Use Driver Case: driver incidents, compliance concerns, operational coaching

Step 4: Enter Accurate Case Details

Every case should contain enough information for another team member to understand the issue immediately.

Enter OrderTrackingId
Select the correct case type
Add detailed operational notes
Set urgency level
Add follow-up date if needed

Example Note:
Customer reported damaged item upon delivery. Driver submitted POD photo. Follow-up scheduled with account manager tomorrow morning.

Step 5: Assign Responsibility

Every case must have an owner.

Assign dispatcher, manager, or operations lead
Ensure accountability is clear
Avoid unassigned operational issues
Track who is responsible for resolution

Step 6: Manage Follow-Up Properly

Case Management is not complete until the issue is fully resolved.

Review open cases daily
Monitor follow-up dates
Update notes as progress happens
Communicate clearly with customers and drivers
Close cases only after resolution is confirmed

Important:
Do not rely on memory, phone calls, or text messages. If follow-up is required, it must exist in Case Management.

Operational Best Practices

Keep notes clear and professional
Always include order references
Use consistent case types
Set realistic follow-up dates
Close resolved cases promptly

Common Mistakes

Handling issues without creating a case
Leaving cases unassigned
Using vague notes
Forgetting follow-up dates
Closing cases too early

Do It Now: Create a test case for a recent operational issue and assign a follow-up date and owner.

Success Check

You should now be able to:

Open and navigate Case Management
Search existing operational cases
Create new client and driver cases
Add detailed operational notes
Assign ownership and accountability
Manage follow-up and resolution properly

Strong operations track every issue, assign accountability, and ensure nothing falls through the cracks.

Continue to Lesson 9 →