ROLO Operations System
Lesson 2: Client Master, Address Cleanup & Customer Communication Setup
This lesson teaches the ROLO team how to clean client records, standardize saved addresses, and activate customer communication settings so orders move through dispatch with fewer errors and better visibility.
ROLO Rule
Clean client data creates clean operations. Bad client records lead to bad pricing, bad dispatch, bad communication, and billing problems.
Step 1: Review Active Client Records
Where: Accounting → Client Master
What to do
- Start with active clients only.
- Open each active client record.
- Confirm client status is Active.
- Confirm correct Delivery Center.
- Confirm pricing scheme is assigned.
- Confirm billing terms are correct.
- Confirm market segment is assigned.
- Deactivate old, duplicate, or unused clients.
Why this matters
Client Master controls pricing, billing, notifications, order entry defaults, portal access, and customer experience. If the client record is wrong, the order will likely be wrong too.
Step 2: Assign Market Segments
Where: Administration → Market Segments / Client Master
ROLO Standard Market Segments
- Medical / Healthcare
- White Glove / Retail
- 3PL / Warehousing
- Final Mile / Courier
- Commercial / Industrial
- Specialty / High-Risk
What to do
- Assign one market segment to each active client.
- Use the segment that best matches the client’s primary work type.
- Do not leave active clients uncategorized.
Why this matters
Market segments help ROLO understand customer type, service expectations, pricing strategy, and reporting. This also helps management see which customer categories are driving revenue and workload.
Step 3: Clean Client Address Books
Where: Client Master → Addresses
What to do
- Open the address book for each active client.
- Remove duplicate addresses.
- Standardize address names.
- Add contact name when available.
- Add phone number when available.
- Add email when available.
- Add special delivery instructions.
- Mark important recurring addresses as Permanent.
- Set default pickup or delivery addresses where appropriate.
ROLO Address Naming Standard
Use clear, searchable names that dispatchers and drivers can understand quickly.
Avoid
- Warehouse
- Store
- Main
- Client Address
Use
- ROLO WH – Riviera Beach
- ABC Medical – West Palm
- Retail Store – Boca Raton #104
- Client DC – Oakland Park
Why this matters
Clean saved addresses reduce typing, prevent wrong locations, improve route sequencing, and give drivers better instructions. This is one of the fastest ways to reduce dispatch errors.
Step 4: Set Default Pickup and Delivery Addresses
Where: Client Master → Addresses
What to do
- Identify clients with repeat pickup points.
- Set their main pickup location as Default Pickup.
- Set default delivery only when the delivery location is consistently the same.
- Use Shared Pickup/Delivery if the same location is used for both pickup and delivery.
Why this matters
Defaults speed up order entry and reduce manual mistakes. This is especially important for warehouse, medical, and recurring route clients.
Step 5: Confirm Client Notifications
Where: Client Master → Communications
ROLO Standard Notifications
- Order Submitted Notification
- Pickup Completed Notification
- POD / Delivery Completed Notification
What to do
- Confirm Auto Submittal Notification by Email where appropriate.
- Confirm Auto POD Notification by Email for active clients.
- Confirm notification email addresses are correct.
- Confirm whether client wants updates sent to caller, pickup contact, delivery contact, or all applicable parties.
- Use client-specific notification templates when needed.
Why this matters
Automatic notifications reduce manual phone calls and improve customer confidence. ROLO wins on visibility, speed, and professional communication.
Step 6: Confirm Driver Mobile Rules by Client
Where: Client Master → Communications → Wireless Access Settings
What to do
- Confirm Wireless POD is enabled when appropriate.
- Decide whether drivers can edit package count, weight, or reference fields.
- Require signature for White Glove, Medical, and high-value deliveries.
- Use location scan rules for medical, high-value, or compliance-sensitive clients.
- Use package scanning when item accuracy matters.
Why this matters
Client-specific wireless settings control what drivers can and cannot do in the field. These settings protect ROLO from missing PODs, incomplete scans, and delivery disputes.
Step 7: Configure Shared Stops for Repeat Locations
Where: Client Master → Communications → Shared Stops
What to do
- Identify clients with multiple orders going to the same pickup or delivery location.
- Enable Shared Stops where appropriate.
- Match shared stops by street, city, state, zip, and company name where needed.
- Use pickup and delivery target matching if the same location is visited multiple times per day.
Why this matters
Shared Stops reduce repeated driver actions at the same location. This improves driver efficiency, reduces scan repetition, and speeds up route execution.
Step 8: Use Open-Form Templates for Special Work
Where: Client Master → Communications → Open-Form Templates
Recommended ROLO Use Cases
- White Glove delivery checklist
- Medical delivery confirmation
- Damage inspection checklist
- Customer satisfaction confirmation
- Return item confirmation
Why this matters
Open forms turn MobileTek into a field checklist tool. This helps ROLO document service quality, protect against claims, and make drivers follow the correct process.
Lesson 2 Completion Standard
This lesson is complete when active client records are clean, addresses are standardized, notifications are configured, and driver mobile rules are aligned with client service expectations.