We continue to receive requests from partners for more modems and that is fine – remember to use the following email: jump@diaa.nz . But every time we do get a request we ask ourselves why? We have this very efficient system that alerts us when a partner is running low on modems. Each partner has a trigger level that determines when new modems are sent. To make sure you never run out, we set the trigger level to the number of modems that you are typically issuing each week – this means we have a week to get new supplies to you. We know this isn’t perfect and are always happy to receive your individual requests.
The trigger level is set in cell G2 of your Jump register; we remind you what this is every time we ship modems, so do check the next box that arrives. Or if you would like access to your Jump register, please let us know (jump@diaa.nz); this does need to be a gmail address, or an email linked to a gmail address. Many of our partners set up a generic gmail for this purpose that can be used by all staff supporting the Jump programme.
We almost always find though that when we receive an email request it is because some other element of our tracking process is not working. The most common causes are:
Modems have been issued but Jump Profile Forms have not been completed. We totally rely on a form being completed for every modem issued; this allows us to mark up your Jump register, which in turn decreases your stock levels by one. If the form is not completed, we have no way of knowing that the modem has been issued. This generally results in us asking partners to do a stocktake and advise us of the IMEI numbers of the modems they are holding; we can then mark out the others in the Jump register to get things back on track.
There is an unexpected surge in demand for Jump modems. We update the Jump registers every day, but if a partner is holding 6 modems with a trigger level set at 5 and then issues 5 modems in one day, there will be a delay of a few days in getting new supplies. The solution in this case is to increase the trigger level or if partners are able to anticipate the surge, we can help you stock up in advance.
A box of modems has been misplaced. We understand that our partners lead busy lives and often many people are involved in supporting the Jump programme. It is easy for a box to be misplaced – under someone’s desk or in a storeroom. We have records of all modems dispatched, including the courier track and trace details. This includes the name of the person signing for the box of modems when it arrives. We often discover this person is on leave and no-one else knows where the box has been stored. The Jump registers include details of all modem shipments, including the Post Haste tracker code, so it is easy for us or for partners to quickly confirm whether this is a courier issue or a local one.
Modems appear to be faulty during the set up process and are not recorded. It is easy to make mistakes when helping a customer set up their modems and their Skinny accounts and, at times, the most pragmatic thing to do is simply move on to another modem. But is is important to contact the Skinny support team by email (support-team@skinny.co.nz) and make sure the modem is delinked and reset, ready for issue to another customer. If the modem is genuinely faulty and has not been allocated, partners should indicate this by entering ‘faulty’ in column B of the Jump register. This then reduces your stock count by one, as the modem is not available for re-issue. Or if you don’t want to mark up the Register, you can always send us an email with the IMEI number (jump@diaa.nz) and we’ll mark it up for you.
Digital Inclusion Alliance Aotearoa 