 Take timely actions as per the client escalation matrix.
 Ensure all updates, actions, and escalations are recorded in both the dashboard and tracking sheets.
 Maintain accurate communication and documentation of all daily events, escalations, PODs, and trip-related activities.
2. Scope of Work
The CT team is responsible for the following:
 Continuous monitoring of the live dashboard.
 Acknowledging alerts in proper sequence.
 Taking action within 20 minutes of ticket creation.
 Recording all actions in both the dashboard and internal sheets.
 Collecting and uploading PODs.
 Preparing daily escalation reports.
 Documenting actions taken for each escalation.
 Escalating critical or high-priority cases to Ranjeet.
 Monitoring and coordinating the movement before pickup, including tracking the vehicle/trip status, coordinating with the driver/transporter, and ensuring timely updates until pickup is completed.
 Handling MIS operations, including maintaining required operational reports, updating MIS data, and ensuring timely and accurate reporting to the relevant stakeholders.
3. Collecting and Uploading PODs
3.1 POD Collection
3.1.1 Collection from Drivers (Primary Step)
 The first step is to contact the driver who performed unloading.
 When the driver confirms unloading completion, request the POD image immediately.
 Explain to drivers that POD submission is essential for their bill clearance.
 If the driver is at the unloading point but has not unloaded yet, ask for the expected unloading time and call back accordingly.
 If the driver denies, delays, or fails to send the POD after follow-ups, escalate POD collection to the transporter.
3.1.2 Collection from Transporters (Secondary Step)
 If POD cannot be collected from drivers, contact transporters through their respective WhatsApp channels.
 Share the completed trip details.
 If no response is received within 2 days, call the transporter for follow-up and request immediate POD submission.
3.1.3 POD Tracking Sheet
The CT team will maintain a POD Tracking Sheet, including:
 Truck Number
 Driver Contact Number
 Trip Start Date & Time
 E-way Bill Number
 Invoice Number
 Source & Destination
 Driver Calling Remarks
 Transporter Remarks
 POD Status (Collected / Pending)
The sheet must be updated daily.
3.2 POD Uploading
Before uploading a POD, CT must validate:
 Truck Number
 Source
 Destination
 E-way Bill Number or Invoice Number
Only correctly validated PODs should be uploaded into the system.
4. Daily Escalations and Reporting
 CT must maintain a Daily Escalation Sheet with all driver and transporter remarks.
 All escalations must be updated both in the dashboard and the sheet.
 A daily email report must be sent to the Attero team.
 The email body should highlight critical issues requiring immediate action.
 The escalation sheet must be attached to the daily email.
4. Critical Case Handling
Critical cases must be flagged and escalated immediately.
5.1 Types of Critical Cases
a. E-way Bill Expiring or Expired
b. Vehicle Breakdown
c. Critical halt incidents such as accidents, police seizure, or any severe issue
d. Long Halt (>10 hours) without a valid update from the driver
e. No Tracking for >24 Hours, especially when:
 Driver is not giving consent
 Driver is not reachable
 Driver number is unavailable
 Transporter is not providing updates
If no tracking is available beyond 24 hours, escalate to Ranjeet immediately.
f. Vehicle didn't get marked as reached after 5 days.
6. Escalation Handling Procedure
6.1 First Level - Driver Calling
For any escalation, the CT team must first contact the driver.
6.2 Possible Outcomes
a. Driver Responds (Ideal Scenario)
 Driver provides the update.
 CT records the reply in both the dashboard and sheet.
b. Driver Does Not Respond
 Call the driver three times at 30-minute intervals.
 If no response, contact the transporter.
 If the transporter takes more than 5 hours to respond, classify the case as critical and escalate to Ranjeet.
c. Driver Denies Consent
 Inform the transporter immediately.
 If possible, arrange a conference call with the transporter and driver.
 If unresolved or transporter is unreachable, escalate the case to Ranjeet by EOD.
7. Pre-Pickup Movement Monitoring
The Control Tower team will also monitor and coordinate vehicle movement before pickup. This includes tracking pre-pickup movement, coordinating with drivers and transporters, identifying delays or exceptions, taking timely follow-ups, and ensuring the movement status is updated in the relevant systems and tracking sheets until the pickup is completed.
8. MIS Operations
The Control Tower team will support MIS operations by maintaining accurate operational data, updating daily MIS reports, consolidating trip and escalation information, tracking pending actions, and sharing required reports with the relevant stakeholders within the defined timelines.

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