With Case Management, Shippers and Carriers can create cases when issues are identified with shipments, assign ownership, communicate directly with internal or external teams, and it all happens on the same page where all the relevant order, shipment, and customer information is located to maximize efficiency. Logistics and Customer Care leaders can also view the activities of their team on powerful, interactive dashboards to help load balance their teams and optimize productivity.

For Shippers

Cases are part of the Recover product. It is designed for Logistics and Customer Care teams to be able to quickly escalate any shipping issue into a case and instantly pull in the most appropriate carrier support person or respond to a carrier's request for disposition more efficiently. The main benefits are:

More efficient Logistics and Customer Care teams
Increase customer satisfaction by resolving shipping issues faster
Less incurred costs by avoiding charges related to changes in delivery and storage

For Carriers

Many carriers do not have a case or ticket tracking system. They are forced to track emails, or add notes to Asset Management systems in order to keep track of the escalations and actions with customers.

Carriers gain access to the Convey Recover product through their shippers who are utilizing Convey so that they can better serve their customers. The main benefits are:

More efficient Customer Care teams
More loyal shipper relationships
Increase customer satisfaction by resolving shipping issues faster
Reduction of shipments clogging up terminals while waiting for resolution
Increase revenue by enabling capacity for more shippers

Creating Cases

Working Cases

Solving Cases

Case Reporting and Analytics

Getting Started

Use Cases

Use Case	Details
Shipper Reactive Outreach	A shipper may create a Case regarding a consumer WISMO (where is my order) call. This Case may require internal and carrier collaboration to seek resolution.
Shipper Proactive Outreach	Convey helps users find shipping exceptions before customers call in about them. A shipper can create Cases around these particular issues for collaborative resolution.
Carrier Inquiry or Seeking Disposition	A carrier may be experiencing difficulties contacting a customer to schedule a delivery or a shipment may have been damaged in transit. A carrier can create a Case in order to reach resolution.

Collaboration Types

Convey User: This company has active Convey application users.
Email Recipient Only: This company does not currently log into Convey. They receive notifications from Convey in their preferred email client.

Shipper	Carrier	Engagement Rating	Advantages / Considerations
Convey User	Convey User	⭐⭐⭐⭐⭐	The best engagement scenario is when both the shipper and carrier are active users of the Convey platform. The advantages are: Shared performance dashboards on responsiveness to Cases Shared responsibility on marking cases as solved More efficiency because of customer workflows for each party Better shipment data on Cases
Convey User	Email Recipient Only	⭐⭐⭐⭐	Some carriers have their own workflows for managing shipper/carrier collaboration and that's ok! The shipper can manage Cases the same way, but will be responsible for marking all issues as solved. The carrier will be notified by email of any new messages posted on Cases and the carrier can simply reply to that email. All replies, including attachments, will be logged on the Case.
Email Recipient Only	Convey User	⭐⭐⭐⭐	The same goes for the shippers who work on our platform because their carrier is Convey's customer.

Overview and Definitions

Glossary

Term	Definition	Things to Know
Case	A particular shipping situation or incident, which requires resolution. A Case is not the same as an exception, but may be the result of one.	Up to one shipment can be assigned on a Case, but is not required. Multiple Cases can be created and active for one shipment.
Case Type	The reason code that explains why the Case was created. These Case Types are the same for all accounts: Address Correction Delivery Scheduling General Status Update Missort Lost OS&D - Over OS&D - Short OS&D - Damaged Pickup Scheduling Refused by Receiver Refused by Delivery Agent Request Paperwork Requires Special Equipment Reroute Return to Sender Service Approval Other	This is different than an exception type, but can have similar naming in some instances. This is a static list to enable future network metrics among our customers.
Case Status	The resolution status of the Case. The Case Status will be either Active or Solved. Active means that the Case still needs resolution. Solved means that the Case has been resolved to the user's standards.	A Case in Solved Status can be reopened and set to Active again if it was discovered that the resolution standards were not met.
Collaborator	The shipper or carrier organization involved in collaboration. A Shipper Collaborator example is The Home Depot and a Carrier Collaborator example is Nonstop Delivery.	Each Case does not require a Shipper and Carrier Collaborator. Sometimes a shipper may want to resolve a shipping issue without collaboration with the carrier.
Case Creator	The user who originally generated the Case in Convey.	By default, the creator becomes a Case Owner for their Cases.
Case Owner	The user who is responsible for the resolution of the Case.	There are a maximum of two Case Owners for every Case, one Carrier Case Owner and one Shipper Case Owner.
Case Watcher	The designated users want to follow the activities in a Case, yet are not responsible for its resolution like a Case Owner.	Watching is useful for manager visibility into aged or escalated Cases.
Case Participant	A user or email address that has posted or been Cc'd on a message in the collaborative Case thread.	Case Participants are included in Case Notifications if they are subscribed.

Case Management Page

This is the landing page for Case Management. There are six default views, which help users prioritize cases, as well as the ability to customize your own saved views to create workflows.

The Case Management page displays all cases in your account with a Convey created date in the last 13 months.

Views

All Active Cases is the overview of all work in progress. This view shows all cases with Active status for the account.
Recent Responses is helpful to show recent responses on cases no matter what the status is, since occasionally messages are posted on cases with Solved status. This view shows all cases where the latest response is not from someone at your company.
My Active Cases shows cases that are in an Active status and the Case Owner is the logged in user.
My Watched Cases is a great place to keep track of high priority items. This view shows all cases where the logged in user is a Case Watcher.
New Cases is a view that shows all cases in Active status that do not have a Case Owner designated from the logged in user’s account.
All Cases is the view that contains all historic cases for search purposes.

Case Filters

Filter	Description
Brand	Choose one or multiple brands if there are multiple available for the account.
Carrier	Displays a list of your carriers if you are a shipper. Choose one or multiple.
Case Owner	The user who is responsible for the resolution of the Case. Choose one or multiple.
Case Source	Choose the source which did or did not create the case. Options are API, email, rule or user.
Case Status	The resolution status of the Case (Active or Solved). Choose one or multiple.
Case Type	The reason code that explains why the Case was created. Choose one or multiple.
Case Watcher	Users who want to follow the activities in a Case, yet are not responsible for its resolution like a Case Owner. Choose one or multiple.
Closed Date	Choose a date range based on the date the case was marked solved.
Created Date	Choose a date range based on the date the case was created.
Customer Segment	Imported from a shipper order feed: a label typically used for VIP or high LTV customers. Choose one or multiple.
Destination Name	Input freeform text and choose whether that text is the same, is not the same, contains or does not contain the destination name for any of your shipments that have a case.
Destination Postal Code	Choose whether your numeric input starts with or does not start with the destination postal code for any of your shipments that have a case.
Direction	Imported from a shipper order feed: whether the shipment is inbound, outbound or third party. Choose one or multiple.
Latest Message	Choose whether the last Case Message was or was not posted by the current user or the current user's account.
Latest Message Date	Choose a date range based on the date of the most recent Case Message.
Mode	Choose whether the shipment on the case is designated as parcel or freight.
Origin Name	Choose whether your freeform text is, is not, contains or does not contain the origin name for any of your shipments that have a case.
Origin Postal Code	Choose whether your numeric input starts with or does not start with the origin postal code for any of your shipments that have a case.
Purchase Order	Input freeform text and choose whether that text starts with or does not start with a PO # on a shipment with a case.
Reference Number	Input freeform text and choose whether that text starts with or does not start with a reference # on a shipment with a case.
Region	Imported from Order Feed: The region of the destination

Case Status

Cases can have a Case Status of either Active or Solved and is displayed on the Case Management page and Shipment Detail page. The Case Status is located in the left column in the Cases section below the Shipment Status.

Active Case Status: As Case where resolution is in progress.
Solved Case Status: Once a case is marked Solved by one party, it will display as Solved for everyone who views it.

Case Information on the Shipment Detail Page

Clicking on a Case number or Creating a Case takes you to this central page for all shipment and case information.

Case Identifiers

Convey Case Number: This is a unique identifier starting with CV that is assigned by Convey.
CRM Case Number: Do you have another ticketing system used for customer outreach? No problem. Past the corresponding ticket number from your CRM or other system in the CRM Case Number field. This allows you and your team to search by this number on the Shipments Page or Case Management page or simply just see it as a helpful reference. Shippers and Carriers can each document their own unique CRM Case Number per case.

Case Dates

Created Date: The timestamp of when the case was first created displayed in the user’s local browser time.
Last Updated Date: The timestamp of when the last update to the case was made including a change to a Case Message, Case Status, Case Watcher, or Case Owner.

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