There are usually a few questions about how we operate. Here are some of the usual questions we get asked.
“How do you know how to answer a ticket if you do not know our production schedules?”
We answer all tickets with a predetermined default answer that we will work out with you and your team during the initial setup of the service. Our default answers are designed to satisfy the ticket while leaving your team enough time to complete the demand and ship out. Our default answers also leaves enough time to be able to change the ticket response if needed before receiving a “failed promise”
“How would Portal Solutions access our supply code to be able to monitor our tickets?”
There are a couple ways for Portal Solutions to gain access to your supply code:
1. The customer can setup a new signon for a Portal Solutions Portal Admin and provide access to the supplier scorecard application. This allows the Portal Solutions team to have access to your supply code and answer tickets on your behalf and maintain controls over passwords.
2. The customer can share a current signon with the Portal Solutions team. This option allows the Portal Solutions Admin to log in and monitor ticket windows for your supply code as you normally would. All we ask is that you let us know when you change your password.
Either option works for our team, and our current customers are equally divided as to which option they choose.
“What monitoring packages do you offer?”
We off the following choices:
1.Full daily coverage (Monday-Sunday)
2.Weekend only coverage (Saturday-Sunday)
3. Extended weekend coverage (Friday-Sunday)
4. Holiday coverage (All major holidays, and any other holidays requested by customer)
“Our team gets a lot of emails during the day, is there a text option to send us updates?
Yes, we do offer a text option to be added in to allow for additional levels of communication. Many customers like this option since it makes it easier to get updates for each window. It is very rare that an employee doesn’t have a phone on them, and getting a quick text to let them know the window has been checked and there are no tickets is the most efficient method of notification
“We have many production facilities that supply Stellantis. Do you offer any discounts for having multiple facilities use the service?”
Yes, we do offer a price break for companies that have multiple facilities that signup for the service. Using the service across several facilities allows for process standardization, corporate corrective actions, and a better economical solution to maintaining a perfect delivery score.