Role Customer

Individual Customer Role

Role Purpose

The Individual Customer role represents end-users who initiate moving and delivery requests, track fulfillment in real time, manage payments, and raise service issues when needed.

Core Responsibilities

• Create accurate move requirements and shipment details.
• Monitor order lifecycle from booking to completion.
• Complete digital payments and wallet usage.
• Submit exceptions such as damage claims and support tickets.

Customer Journey

1. Create quote or direct booking with origin, destination, schedule, and cargo details.
2. Confirm service options and payment mode.
3. Track assigned vehicle and ETA in real time.
4. Complete delivery confirmation and post-delivery actions.
5. Raise support, claim, or refund requests if required.

Key Capability Areas

• Booking and quotation management.
• Real-time map visibility and status progression.
• Wallet and transaction history.
• Damage reporting with evidence upload.
• Ticketing, FAQ, and direct support interaction.

Success Metrics

• Booking completion rate.
• Payment success rate.
• Order visibility satisfaction.
• Damage claim turnaround time.
• Ticket first-response and closure time.