Overview
This Contact Handling Process covers the step-by-step tasks required to complete enterprise customer onboarding on the cargo.one platform. Each step in this process should be handled as a separate ticket. Requests will always come from an Enterprise Responsible person on the cargo.one side (PGX, AE, or PO).
When to Use This Article
Use this CHP when:
- A PGX or Enterprise Responsible requests assistance with enterprise onboarding tasks
- You receive a ticket related to any of the enterprise onboarding steps below
- You need to create users, branches, or perform CASS checks for an enterprise customer
Tooling
Langdock Enterprise Onboarding Agent: https://app.langdock.com/chat?a=3f95fcd1-6371-4df6-968b-a14c89d6db0b
This agent is also available in MAV (Zendesk internal co-pilot). The agent supports:
- User Creation — creating individual or batch users via API
- Enterprise Onboarding — guiding through the full onboarding workflow (Steps 1-18)
- BigQuery lookups for user and organization data
- CASS number verification
- CSV file generation for Firebolt uploads
References and Tools
| Resource | Link |
|---|---|
| Enterprise Onboarding Plan Template | Google Sheet |
| EPO - Enterprise Partner Overview | Google Sheet |
| Looker - Existing Branches Report | Looker Explorer |
| Looker - User Status Report | Looker Explorer |
| Firebolt - User and Branch Management Template | Google Sheet |
| ChargeBee Package Activation File | Google Sheet |
| Unix Timestamp Generator | unixtimestamp.com |
| Triage Ticket Example (Branch Deletion) | TE-10330 |
Prerequisites
Before starting any enterprise onboarding task, confirm:
- The PGX has created the Enterprise Onboarding Plan file and shared it
- The branch and user list template has been sent to and returned by the enterprise
- The Organization Global ID has been confirmed (check EPO first)
- The go-live/activation date has been confirmed by the PGX
Handling Guide
| Step / Scenario | Step-by-Step Resolution | Macro to Use | Notes / Escalation |
|---|---|---|---|
| Step 1: CASS Number Registration Gap Analysis | 1. Follow the dedicated SOP: SOP - Enterprise CASS Number Registration Gap Analysis 2. Register missing CASS numbers with airlines 3. Send remaining CASS numbers + airline contacts to enterprise for self-registration 4. Create Gap Analysis file and Recommendation Report 5. Share with PGX 6. Only proceed to Step 2 once shared |
- | This is the most time-consuming step (can take several weeks). Manage expectations. Use Langdock agent for CASS lookups. |
| Step 2: Download All Existing Branches | 1. Open Looker - Existing Branches Report 2. Apply filters: Organization Level: ORGANIZATION_LEVEL_BRANCH, Organizations Global Organization ID: [enterprise ID], Organizations Deleted: No 3. Export the results 4. This provides all branches with IATA Branch Name and UUID |
- | Look up Organization Global ID in EPO first. If not available, request from PGX. |
| Step 3: Create File for New Branches in Existing Structure | 1. Use Looker export from Step 2 2. Cross-reference against branch list from enterprise/PGX 3. Document: Branches to keep, modify (Step 4), create (Step 6), delete (Step 5) |
- | Common issues: incorrect country codes, branches under wrong region. Verify against IATA station code format. |
| Step 4: Modify Existing Branches | 1. From Step 3, identify branches needing updates 2. Document current vs. correct name/structure 3. Apply changes in Firebolt / Supply Hub 4. Verify correct Global to Country to Branch hierarchy 5. Confirm country code follows IATA format |
- | Use Langdock agent for branch structure guidance. |
| Step 5: Create Deletion List (List Only) | 1. From Step 3, identify branches NOT in new structure 2. Create structured deletion list with categories: Orgs to delete at all levels, Country and Station level only, Station level only 3. DO NOT delete yet - actual deletion is Step 14 |
- | This is list preparation only. Actual deletion happens after users are cleaned up (Step 14). |
| Step 6: Create New Branches | 1. From Step 3, identify branches to create from scratch 2. Create in Firebolt / Supply Hub with correct branch name, country code, hierarchy (Global to Country to Branch) 3. Use Langdock agent to generate CSV if needed |
- | Complete all branch work before moving to user creation. |
| Step 7: Create All Users | 1. Use Firebolt user creation template 2. PGX must provide: branch assignment, access type (Starter/Pro), default CASS + additional CASS 3. Use Langdock agent to generate user creation CSV 4. Upload file in Firebolt / Supply Hub 5. This includes updating existing users to new structure |
- | Admin rights CANNOT be assigned during creation - must be set separately in Step 9. Ask PGX for user list in Firebolt template format. |
| Step 8: Ensure All Users Are Activated | 1. Open Looker - User Status Report 2. Filter by: Organizations Global Organization ID, Organizations Organization Level: ORGANIZATION_LEVEL_BRANCH, Users Email: does not contain #deleted 3. For users not active in 6 months AND not activated - delete them |
- | Users may be in New, Pending status due to historical access or incomplete sign-up. |
| Step 9: Assign User Admin Rights | 1. After users are created and activated 2. Run update users action in Firebolt 3. Admin levels: Branch admin, Country admin, Region admin, Global admin 4. PGX must confirm which users need which level 5. Use Langdock agent to generate update CSV |
- | Admin rights cannot be assigned during user creation - always a separate step. |
| Step 10: Assign Rate Management Rights | 1. Identify users who need rate management/pricing rights (confirmed by PGX) 2. Post in enterprise dedicated internal Slack channel, tagging BI 3. Provide list of users and required access level 4. BI enables rights in ChargeBee and confirms |
- | Escalate to BI team. Rate management rights are managed via ChargeBee. |
| Step 11: Move Active Users from Legacy Branches | 1. Open Looker - User Status Report, filter by Organization Global ID 2. Identify users who are Active (searches in last 6 months) AND in legacy branches 3. Coordinate with PGX to confirm destination branch 4. Move users to correct branch or Master Global Organization |
- | Must complete BEFORE Step 14 (branch deletion). Branches with active users cannot be deleted. |
| Step 12: Check Reverse Trial Status | 1. Check if any Starter users are in reverse trial status 2. If found, post in enterprise internal Slack channel, tagging BI 3. Request reverse trial status be changed to Starter 4. Confirm with Stefan once applied |
- | Escalate to BI. This is a known tooling gap - manual check is mandatory for every enterprise onboarding. |
| Step 13: Delete Inactive Users Not in User List | 1. Using Looker - User Status Report, identify users who are NOT in enterprise provided user list AND have been inactive for more than 6 months 2. Delete these users from the system |
- | Only delete users meeting BOTH criteria. If user is not in list but still active, coordinate with PGX first. |
| Step 14: Delete Legacy Branches | 1. Using deletion list from Step 5 2. Open a Triage (TE) ticket (use TE-10330 as format reference) 3. Include message and attach deletion list file |
- | Escalate via Triage. BEFORE submitting: confirm ALL branches are empty (no active users). Steps 11 and 13 must be complete first. |
| Step 15: TEST - Mirror Users and Verify | 1. Mirror (impersonate) sample users across different branches/access levels 2. Verify: Users can log in, Branch assignments correct, Package access reflects subscription type, Admin rights assigned correctly, No Starter users in reverse trial |
- | Document any issues found and resolve before proceeding. |
| Step 16: Schedule Package Activation in ChargeBee | 1. Open ChargeBee Package Activation File 2. Add Branch UUID in customer[id] column 3. Add activation date/time as Unix timestamp 4. Use unixtimestamp.com to convert 5. Share file with BI in enterprise Slack channel 6. BI confirms once scheduled |
- | Escalate to BI. Double-check timezone with PGX. |
| Step 18: TEST - Verify Entitlements Day Before Go-Live | 1. Day before go-live, mirror representative users across branches/access levels 2. Verify all packages, private contract rates, user entitlements, branch structure 3. Escalate any issues immediately 4. Communicate outcome to PGX |
- | Final check before go-live. Do NOT sign off until all entitlements confirmed correct. |
Escalation Path
| Issue Type | Escalate To | Channel |
|---|---|---|
| Rate management rights / ChargeBee | BI Team | Enterprise dedicated internal Slack channel |
| Reverse trial status correction | BI Team (Stefan) | Enterprise dedicated internal Slack channel |
| Package activation scheduling | BI Team | Enterprise dedicated internal Slack channel |
| Branch deletion | Triage (TE) | Jira Triage ticket (use TE-10330 as reference) |
| Org structure / technical issues | Engineering | Triage ticket |
| User list clarifications | PGX | Direct communication / Slack |
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