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

Learn how to track delivery issues, assign responsibility, and ensure follow-up.

If an issue is not tracked, it gets lost. Case Management ensures every problem is documented, assigned, followed up on, and resolved properly.

Identify Issue → Search Existing Cases → Create Case → Assign Owner → Set Follow-Up → Resolve & Close

Step 1: Open Case Management

Navigation → Operations → Case Management

Case Management screen

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

Step 2: Search for Existing Cases

Before creating a new case, always verify whether the issue already exists.

Search using OrderTrackingId
Filter by Driver, Account, or Status
Review open and pending cases first
Avoid creating duplicate cases

ROLO Standard:
One issue = one tracked case with one clear owner.

Step 3: Create a New Case

If no case exists, create a new one immediately.

Click Add New
Select Client Case or Driver Case

Use:

Client Case → customer issues, delivery concerns, complaints
Driver Case → driver performance, operational, or route issues

Step 4: Enter Clear Case Details

Every case should clearly explain what happened and what needs to happen next.

Enter the OrderTrackingId
Select the correct Case Type
Add detailed notes
Set urgency or priority level
Set a follow-up date
Include customer communication details when relevant

Good Example:
“Customer reported damaged item during delivery. Photos requested from driver. Customer follow-up scheduled for tomorrow morning.”

Bad Example:
“Problem with order.”

Step 5: Assign Responsibility

Every case must have a clearly assigned owner.

Assign to dispatcher, manager, or support staff
Ensure someone is accountable for follow-up
Do not leave cases unassigned
Clarify who owns the next action

Step 6: Track and Follow Up

Open cases should be reviewed throughout the day.

Review open cases daily
Check overdue follow-ups
Update notes as progress happens
Document customer communication
Close cases only after full resolution

Important:
Do not rely on memory, texts, emails, or verbal conversations alone. If it requires follow-up, it belongs in Case Management.

Best Practices

Keep notes clear, professional, and specific
Always include order references
Set follow-up dates for every active case
Update cases immediately after customer communication
Close resolved cases promptly
Use consistent documentation standards

Common Mistakes

Handling issues without creating a case
Leaving cases without an assigned owner
Using vague notes
Forgetting follow-up dates
Closing cases too early
Assuming someone else is handling the issue

What Happens If You Don’t:
Untracked issues lead to missed follow-ups, customer frustration, repeat calls, internal confusion, and weak accountability.

Do it now: Create a test case for a recent delivery issue and assign a follow-up date and owner.

Success Check

Open and search Case Management
Create a new case correctly
Assign a case owner
Write professional follow-up notes
Set follow-up dates properly
Explain why issue tracking matters operationally

Strong operations track every issue. Nothing gets lost, and every problem gets resolved.