Create an operating model integrating dispatch, last-mile operations, and customer service across [Cities] to meet a delivery window of [DeliveryWindow] and raise NPS from [NPSBaseline] while lowering return rate from [ReturnRate]. Define unified statuses, SLA timers, and proactive notification rules in [CRMSolution] (e.g., ETA change, driver near, delivery failed). Align proof-of-delivery capture, photo evidence, and disposition codes with CS workflows. Establish “save the delivery” interventions and goodwill policies by customer tier.
Output format: 1) Event/state model (Status, Trigger, Owner, SLA). 2) Customer comms playbook (Scenario, Message Outline, Channel, Timing). 3) Scoreboard design (First-Contact Resolution, Promise-kept %, On-time to Window). 4) Root-cause taxonomy for failures (Code, Definition, Resolution Path). 5) Training checklist for CS and Dispatch.