Client Manager Journey

Role: Client-side management: visibility, SLA tracking, org-scoped approvals, and reporting
Org: Client organisation
Scope: One or more assigned client organisations (cannot access other orgs)

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Preconditions

• Account created by System Admin
• Assigned to one or more client organisations
• Cannot override AI decisions or access platform-wide data

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1. Dashboard & Visibility

Step 1.1: View Organisation Overview

• Client Manager logs in and sees a dashboard scoped to their assigned organisation(s)
• Overview metrics:
  • Active orders (by state)
  • Orders on hold (integrity holds)
  • Deliveries completed today / this week
  • SLA compliance rate
  • Operator count active today

Step 1.2: Switch Between Organisations

• If assigned to multiple orgs, Client Manager selects which org to view
• Data is always scoped to the selected org, no cross-org visibility

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2. Order & Container Monitoring

Step 2.1: Track Orders

• View all orders for their org across all states
• Filter by: state, corridor, date, operator, SLA breach risk
• Drill into any order to see:
  • Container list and individual states
  • Current custody operator
  • Last GPS position (from telemetry)
  • Integrity assessment history
  • Scan evidence (view videos and reason codes)

Step 2.2: SLA Monitoring

• Each order has an expected delivery window set at creation
• Client Manager sees:
  • Orders at risk of SLA breach (within X hours of deadline)
  • Orders that have breached SLA
  • Average transit times by corridor
• Alerts sent to Client Manager for SLA-at-risk orders

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3. Org-Scoped Approvals

Client Managers have approval authority scoped to their own organisation. They cannot override AI decisions or act on other orgs.

Step 3.1: Repack / Relabel Approval (first-line)

• Operator or Dispatcher requests a repack/relabel for a container in their org
• Client Manager reviews the request:
  • Reason for repack/relabel
  • Current scan state and evidence
• If approved: Request is forwarded to Internal Ops Supervisor for final authorisation
• If rejected: Request closed; operator notified

Step 3.2: Dispute Escalation

• Client Manager can escalate a dispute to Internal Ops Supervisor
• They cannot resolve disputes themselves, only escalate
• Escalation includes: order ID, container IDs, Client Manager's notes, relevant evidence

Step 3.3: Flag for Review

• Client Manager can flag any order or container for review by Internal Ops Supervisor
• Useful for patterns noticed at org level (e.g. repeated integrity holds on same corridor)

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4. Reporting

Step 4.1: Generate Reports

Client Manager can generate reports scoped to their org(s):

• Delivery performance: On-time rate, average transit time by corridor
• Integrity summary: Hold rates, fail rates, top reason codes
• Operator performance: Integrity pass rate per operator, settlement hold frequency
• Carbon impact (if M11 enabled): Aggregation plays executed, kgCO₂e saved
• SLA compliance: Breach count, breach reasons

Step 4.2: Export

• Reports exportable as CSV or PDF
• Scheduled exports configurable (daily/weekly)

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Edge Cases

Scenario	Behaviour
Client Manager tries to view another org's orders	Access denied, org scope enforced at API level
Client Manager approves repack but Ops Supervisor rejects	Container remains in current state; Client Manager notified of rejection with reason
Client Manager notices a pattern of holds on one operator	Can flag for review; Internal Ops Supervisor investigates trust tier implications

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