FSO Operational Playbooks
Overview
FSO operational playbooks provide step-by-step implementation guides for core Fleet Super Operator capabilities. Each playbook includes prerequisites, baseline measurements, detailed SOPs, common failure modes, and acceptance criteria.
These worksheets are designed to help operators systematically implement FSO modules with measurable outcomes and clear success metrics.
Available playbooks
24/7 Multilingual Driver Desk
Stand up always-on driver support with P90 ≤ 60s answer time, ≥90% language coverage, and ≥4.5/5 CSAT.
Eliminate Check-Calls
Reduce manual check-calls by ≥80% with proactive ETAs while maintaining ≥85% ETA accuracy within ±10 minutes.
POD → Invoice (Same Day)
Send accurate invoices the same day POD is stored. Targets: median ≤ 4h, P90 ≤ 8h, same-day ≥ 95%, error ≤ 2%.
Using playbooks
Implementation approach
Establish current performance metrics using the provided KPI table before implementation.
Verify all required systems, integrations, and resources are in place before starting.
Follow the detailed SOP procedures, preparing required artifacts and addressing failure modes.
Supporting materials
Download these CSV templates and worksheets to support your FSO implementation:
Language Coverage Roster
Track multilingual support capabilities and shift coverage
Download CSV Template →Stakeholder Contact Matrix
Manage notification recipients and escalation preferences
Download CSV Template →Billing Validation Checklist
Ensure invoice accuracy and completeness before submission
Download CSV Template →Notification Templates
Standardize customer communications across all channels
Download CSV Template →Payer Routing Sheet
Configure invoice delivery channels and payment terms by customer
Download CSV Template →Need help with implementation?
These playbooks provide detailed guidance, but every operation is unique. Consider engaging with FSO-certified implementation partners for complex deployments.