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View Using Did Not Accept Status

Category:HWeb Agent

Using the Did Not Accept (DNA) Status in HWeb Agent

Many times you will begin recording a reservation for a caller or client to discover that you are unable to provide service to the client. This could be for any one of many reasons such as: no vehicle or driver available, objection to price, pickup time is too early or too late, declined credit card, etc.  Using the Reservation - Did Not Accept feature of the Hudson system, you can now record these events and follow up with clients later should conditions change that permit you to provide service after all.  Further, you will be able to report on the reasons why reservations were lost and what specific actions your staff is taking to avoid these denials of service. 

Configuring the Did Not Accept function is very simple. Using it is simpler, and reporting is easy!

Enabling the feature:
Tools > Configuration > Advance Features > Reservation Tab.
Place a check mark in the field next to: Enable reservation ‘Did Not Accept’ (DNA) tracking

Entering the Reasons:

This will be your pre-configured list of reasons why a Reservation was not accepted. Your staff will select one of these when recording a DNA record. This could be Price too high, Service not available,  Business closed due to holiday, Competitor had lower rate, Pickup time too early, Pickup time too late, etc.
  1. Tools > Configuration > Codes
  2. In the drop list of Groups, browse to and select:  Reservation not accepted reasons
  3. Click the Blank Sheet icon to enter a new reason
  4. Select first a two character alpha numeric code (eg:  $$, TM, )
  5. Then enter the description associated with the code (eg: Price objection, Time not convenient, etc.)
  6. Click UPDATE button after each entry
  7. Return to step 3 above and repeat for additional Reasons.
  8. Click SAVE CHANGES TO DB button when finished.

Entering the Actions:

This is where you will create a drop list of followup actions to be completed internally when a DNA reservation is created. Examples may include:  Assign to wait list,  farm out to affiliate, call client for alternate payment type, Send quote by mail / email, etc.

  1. Tools > Configuration > Codes
  2. In the drop list of Groups, browse to and select:  Reservation not accepted actions
  3. Click the Blank Sheet icon to enter a new action
  4. Select first a two character alpha numeric code (eg:  WL, EM, FO,etc )
  5. Then enter the description associated with the code (eg: Wait List, Email, Farm Out, etc.)
  6. Click UPDATE button after each entry
  7. Return to step 3 above and repeat for additional Actions.
  8. Click SAVE CHANGES TO DB button when finished.
Usage:
Start a reservation in HWeb Agent in the normal fashion.
On the Fare and availability screen, you will see a button in the right-center area of the window, beside the "Generate Fares and Pickup Times" bar, labeled "DNA"

If the client decides not to proceed after hearing the service and rate options available, you can select this button with the mouse and a new window named Reservation-Did Not Accept will open.  The selections that were last entered on the Fare and availability window will be pre-populated in the DNA window. The lower half of the window may be completed with as much information about and from the prospect as possible, including:
  • Name:  Client / caller name
  • Phone (placing a check / tick mark in the box will display the # in international formatting)
  • Reason:  ~ A drop list of preconfigured Reasons, similar to a cancellation reason, is available.
  • Action:  ~  If followup actions have been configured, this field will appear.
  • Additional Comments:  ~  Free form text entry with additional details, as desired.

When finished recording the DNA data, click OK at the bottom of the window.  A Refusal Record (and ID) will be recorded.  You may then cancel out of the current reservation being entered.

Reporting:
You can produce reports for all Reservations - Did Not Accept records that are entered.

Open HWeb Admin
Browse to Reports > Reservation > Not Accepted
You then can select from:
  • Full Detail   (extensive details on each Reservation Denial Record)
  • Partial Detail ( useful when displaying multiple records in table format)
  • Single Detail ( you will enter a specific Reservation Denial Record ID)
Within the first two above, you can further specify:
  • Start Date
  • End Date
  • Service
  • Reason
When you select one of the report types, you are determining what type of date range you are seeking to report on:
  • by pickup date:  date set as the pickup date on the fare and availability screen
  • by creation date:  the date which the Did Not Accept record was entered / created


Information about this feature may be found in the Hudson Release Tracker at:
http://hudsonltd.com/releasetracker/release_notes/4/ALL/ALL///did not accept/A/—-

 

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