Curri Customer Service — Expert Operational Guide

This document is written for operations leaders, customer-service managers, and account teams who support on-demand construction-materials logistics at Curri. It explains practical processes, KPIs, escalation flows, pricing-handling guidelines, and agent-level scripts based on enterprise best practices for same-day and scheduled deliveries. Where specific Curri channels exist, reference is made to the public portal (curri.com) and the mobile app; do not substitute those links for account-level SLAs without confirming contract terms.

The guidance below is vendor-agnostic where appropriate but tuned to the realities of last-mile, heavy-material delivery: frequent schedule changes, load-safety issues, and on-site contact variability. Every section contains concrete, implementable detail: time windows, target metrics, triage categories, and measurable outcomes designed to reduce incidents and improve Net Promoter Score (NPS) within 30–90 days of implementation.

Core Service Principles

Curri customer service must center on three operational priorities: speed of triage, accuracy of load information, and real-time communication. Aim for initial contact acknowledgement within 15–30 minutes for same-day bookings and 1–2 hours for scheduled deliveries. These time bands reduce escalation frequency by up to 40% in comparable logistics operations because they set realistic expectations for crews on-site and project managers ordering materials.

Every interaction should restore transparency. Use timestamped updates (accepted, en route, eta, delivered) visible in the app or via SMS. Include load photos (preload and delivery), trailer/vehicle ID, driver name and phone, and any special equipment required (e.g., forklift, tailgate). For accountability, retain a delivery-run packet for 30–90 days that includes signatures, photos, damage notes, and the relevant order number.

Operational KPIs and SLAs

Define and enforce measurable SLAs. Recommended operational SLAs: 95% on-time departures within guaranteed pickup window, 90% on-time deliveries within agreed arrival window, first-contact response within 15–30 minutes for urgent issues, and resolution or a documented escalation path within 4 hours for critical incidents (damage, major delay, wrong item). Track these KPIs daily and present weekly trend lines to stakeholders.

Use leading indicators to prevent SLA breaches: load confirmation rate (target >98%), driver check-in compliance (target 100% for same-day), and pre-delivery photo submission (target 90% for fragile or high-value loads). For customer-experience KPIs, track CSAT after each delivery (desired 90%+ satisfaction) and an NPS benchmark of 40+ as a strong target in B2B construction logistics.

Support Channels and Communication Templates

Offer a multi-channel support model but prioritize channels that provide traceable artifacts: in-app chat, SMS, email, and a dedicated phone line for urgent escalations. Ensure all channels integrate into a single ticketing/dispatch system so that communications are visible to operations, drivers, and account managers. Maintain separate routing rules: urgent (safety, injury, major damage), high (wrong delivery, equipment failure), and standard (ETA questions, invoicing).

• In-app notifications: Primary for real-time ETA/driver updates and two-way photo exchange; set to push for every status change.
• SMS: Use for sites with limited Wi-Fi; prioritize short ETA updates and a link to the live tracking map.
• Email: For invoicing, documentation, and non-urgent follow-ups; include delivery packet as a PDF within 24 hours of completion.
• Phone: Reserved for critical safety incidents and escalations; agents should have a spoken script and an escalation button that notifies the operations manager immediately.

Example short script for urgent inbound: “This is Curri Operations — we received your message about [issue]. Can you confirm site safety and whether immediate removal/containment is needed? We will dispatch a supervisor within 30 minutes and follow up with an ETA.” Include the order number and driver ID in every reply to reduce back-and-forth.

Escalation Matrix and Resolution Flow

Define a three-tier escalation matrix. Tier 1 (agent): triage, attempt first fix (reroute, ETA update, minor rescheduling) within 30–60 minutes. Tier 2 (operations lead): resource reallocation, partner carrier coordination, petty-credit authorization up to a predefined cap (for example, $100) to remedy on-site issues. Tier 3 (manager/claims): formal claims, refunds, and contractual remedies requiring review and approval.

• Triage steps: 1) Identify severity and safety risk; 2) Lock the order (prevent further automated updates); 3) Contact driver and site; 4) Provide interim remedy or alternative ETA; 5) Escalate within defined time windows.
• Claims timeline: Acknowledge within 24 hours, investigational hold of 7–14 days for documentation, and a preliminary findings report to the customer within 14 days. Settlement timelines should align with contract: typical settlement within 30 days after evidence submission.

Document every escalation in the ticket with timestamps and the communication channel used. For recurring root causes (more than 3 similar incidents in 30 days), trigger a cross-functional review with safety, carrier-partner management, and account management to implement corrective action plans.

Billing, Pricing, and Refunds

Clear billing policies reduce disputes. Present line-item invoices that match the order confirmation: pick-up fee, per-mile charges, handling surcharges (stairs, pallet jack, long-carry), and detention time (e.g., $50 per 15 minutes after the first 30-minute free window). For transparency, publish example pricing tiers: local same-day under 15 miles $85–$150 average, regional long-haul rates priced per mile and weight bands. Always reference the contract or portal quote for exact customer pricing.

Refund policy: differentiate between service failure (refunds or credits) and customer-directed changes (reschedules, cancellations). For service failures, offer a tiered remediation: 10–100% refund depending on severity, or equivalent credit if the customer prefers. Handle chargebacks within 30 days and maintain claims documentation to reduce financial leakage.

Training, Tools, and Continuous Improvement

Equip agents with a knowledge base, decision trees, and a weekly performance dashboard. New agents should undergo a 7–14 day ramp: two days shadowing dispatch, three days handling low-risk tickets, and final two days for escalation simulations. Maintain playbooks for common scenarios (missed delivery, incorrect materials, damaged items) with example language and remediation options.

Run monthly quality reviews with key metrics: first-response time, resolution time, CSAT, and re-open rate. Implement NPS and CSAT surveys post-delivery and use verbatim feedback to create a quarterly improvement roadmap. Where patterns emerge (e.g., recurring late arrival at specific zip codes), implement mitigations such as driver re-routing, buffer time increases, or pre-notification checklists for those areas.