Vehicle under Repair Status check

Process Name

Issue: Vehicle under Repair Status check 

Owner

Fleet / CS /PE Team

Frequency

Escalate to:

1. PE to find out if a Stop gap vehicle can be assigned to the customer 

2. Fleet team to check the status of the vehicle and how many days can it take 

SLA

First response time: Under 2 hrs

Resolution time: Under 24 hours

Category: Vehicle Related 

Possible reasons:

1. Customer is not aware of of how many days will it take to get the vehicle back 

2. It has taken so many days for the vehicles in repair 

How to tackle this? (Identify cause of the issue): 

1. Confirm the DRN and Plate number and when was the vehicle given for repairs 

2. Confirm with the Fleet Team Dashboard to find the status of the vehicle  

3. Inform the customer that he will receive an email from our side once the vehicle is ready for pick up and he should check his email for regular updates on the situation of his vehicle. 

Fleet SOP - Google Docs

Vehicle reassignment after an accident or repairs are complete:

1. Fleet team updates repair status on Maintenance Vehicle records .

2. PE updates the accident sheet and indicates drivers eligible for reassignment after repairs.

3. PE contacts eligible drivers and schedules pick up and notifies fleet team.

4. Drivers go to the fleet team to have their vehicles reassigned.