Flipkart Lifestyle Category Corporate Support Desk - Servicing Journey V-1.0 PDF

claim Title Flipkart Lifestyle Category Objective To Define end to end process flow for FK lifestyle Category Version V 1.0 Process Owner Darshan Corporate Support Desk – Servicing Journey...

claim Title Flipkart Lifestyle Category Objective To Define end to end process flow for FK lifestyle Category Version V 1.0 Process Owner Darshan Corporate Support Desk – Servicing Journey V-1.0 Stakeholder Details Process Owner Darshan Signoff Date Document Reviewed By History Charles David Prepared By Shefali Pardeshi Version Date 01/01/2023 Final Version V-1.0 Version Date 21/05/2023 Version & updated by V-1.1 | Shefali Pardeshi Version Date 13/08/2023 Version & updated by V-1.2 | Shefali Pardeshi Version Date 16/11/2023 Version & updated by V-1.3 | Shefali Pardeshi Version Date 13/02/2024 Version & updated by V-1.4 | Shefali Pardeshi Version Date 07/03/2024 Version & Updated by V-1.5 | Shefali Pardeshi Version Date 26/03/2024 Version & Updated by V-1.6 | Shefali Pardeshi Version Date 12/07/2024 Version & Updated by V-1.7 | Shefali Pardeshi Version Date 19/07/2024 Version & Updated by V-1.8 | Shefali Pardeshi Version Date 21/08/2024 Version & Updated by V-1.9 | Shefali Pardeshi Version Date 04/09/2024 Version & Updated by V-1.10 | Shefali Pardeshi Title Objective To Define end to end process flow for FK lifestyle Category Version V 1.0 Process Owner Darshan Customer Service Shefali Pardeshi Product Head – Tech KAM Category Manager Customer Experience Shefali Pardeshi Title Corporate Support Desk – Servicing Journey _SOP Objective Define roles, responsibilities & tasks associated with handling corporate support desk for Corporate PE customers Version V 1.0 Process Owner Darshan 1 Index Topic Page No. 1. Introduction 3 2. Business Transaction Type 3 3. Out of Scope 3 4. Process Acronym 3 5. Claims Journey 4 6. Escalation Matrix 13 2  1.Introduction OneAssist provides Assistance and Protection for the things that companies are most dependent on, in everyday lives. Anytime. Anywhere; by tapping into market opportunities for need of protection plan in Personal Electronics category for Corporates. Herein, this document caters to the tasks and responsibilities associated with servicing Corporate customers’ claims along with escalation matrix. 2.Business Transaction Type Repair / Replacement Process 3.Process Acronyms 1. CSE – Customer Service Executive 2. VT – Verification Team Generic email id for all CX & brand communication - [email protected] Password C0rp0r@te#2017 3. GSheet – Google Sheet 4. CRM, CMS (OASYS) – Core System’s Data Rep & In warding 3 Claims Journey 4.Claims Journey (Online claim) IF ANY CLAIM IS GETTING REJECTED, EMAIL CLAIM DETAILS ALONG WITH REJECTION REASON TO MAULIK FIRST. GET HIS CONFIRMATION WHETHER CLAIM NEEDS TO BE REJECTED OR APPROVED AND ACCORDINGLY ACTION IN CMS AND INFORM CX. Any existing claim if raised by cx directly himself will come directly in RTV, way to identify is – Corp cxs have multiple memberships mapped under them; name in CRM will appear as a Corporate Entity name like INUIT, ZEE, GREAT LEARNING Pvt Ltd; plan name will have “Enterprise” mentioned. For any query if we are not getting response from customer, please loop in Regional Sales SPOC to expedite response. Priority clients – ZS, GAP, Intuit, PWC , Honda, Zee, , Sequoia. Corporate Memberships mapping in CRM - Corporate Memberships are boarded in CRM under – Individual account Claim raised for such members will come in RTV under below tab - 4 & Corporate account – Claim raised under this account will reflect as below in RTV While Handline corporate mailbox always search using serial number in first for any request before replying back to any team / cx. All communications from our side should have SR number and serial number in all emails. If we are unable to trace membership ID for the serial number / IMEI shared by cx, please email Retail Ops team OneAssist Retail Operations [email protected] and seek relevant membership ID from them, accordingly raise claim. Many a times, serial number will be traceable if we remove 1 st alphabet eg: serial number shared by cx SCF25TS5B, also search using CF25TS5B, it should be traceable, if not found email Ops team. Draft Sr. Intimation process - Whenever any customer/partner shares detail to raise claim with all or partial document, corporate team will create an SR if all documents are available or create Draft SR if partial documents received. 5 T- If Draft SR is created then same day Email and Call will be done to the customer/partner for pending document. T+1 – Draft SR dump will be removed from QS tool and sort corporate customers and follow up with Email and Call. T+2 - Draft SR dump will be removed and sort corporate customers, any customer falling under T+2 (Details of pending document) will be shared with Charles, Shyam and Shefali separately who will share these with Sales RSM. T+3 and above cases to be followed as per T+2 process. Please note in Enterprise (Corporate) unless we create an alternate / NEW SR we will not close the previous SR (eg scenario Cases where EW was created instead of ADLD and vice versa). For any other cases where we need to close the case under unresolved a document email needs to be taken from either Shyam or Shefali looping Charles in CC. 4.1 Claim raise – i. We will raise claim on corporate customers’ behalf for ALL clients. Mandatory to use correct contact number and address as the same is used by all other teams for pick up / delivery related concerns. ii. With all set of documents and description - a) Requirements for claim raise as per NON ACKO IC – Damaged device images, Bonafide letter of the company (can take from previous claim if raised any), Pan card / GST of the company (can take from previous claim if raised any), FMIP OFF Image (refer details stated below), Serial number of the device & Invoice copy (can take from previous claim if raised any). Description is added by us basis acceptability of the claim. b) FOR INTUIT - We shall submit email from Intuit instead of Bonafide Certificate. c) Requirements for claim raise as per ACKO IC – Damage images, FMIP Off images (refer details stated below). Description is added by us basis acceptability of the claim. DELOITTE HASKINS AND SELLS LLP = For "DELOITTE HASKINS AND SELLS LLP" and Insurer FGI, we do not need Letter-Head. Please Note:- PAN Card / GST is mandatory in all the claims pertaining to the said client at the time of settlement with Insurer. iii. Process to raise claim on behalf of corporate customers – 1. Update your number in CRM against the relevant client for whom we want to raise claim. 2. Enter your number on https://oneassist.in/ and generate OTP. 3. Mandatory to use correct contact number and address as the same is used by all other teams for pick up / delivery related concerns. 4. Login & select the correct membership basis serial number. 5. Follow steps and raise a claim. 6  6. Once claim raised successfully change mobile number back to the original in CRM. iv. For GAP client, they have their own tie up with ASC (BRILYANT) for repairing brand warranty. Hence for any GAP cx, if device reflects manufacturing defects and its repairable under IW, they process at their end. If any ADLD / EW damage is identified GAP asks us to raise a claim. Device is retained at their ASC, pick up does not happen. Once IC approves L1, we proactively send an email to Mohammad Javeed (Hyderabad hub) (on original trail, where GAP has shared estimate) & he moved stage from pick up to repair, estimate is then shared with IC & post L2 approval device is repaired and delivered back to cx. ONSITE REPAIR AVAILABLE. SONIC is now implemented for all corporate customers- It means cx have to add DOL and update desc, system checks will run in back ground and once the same is cleared, case will automatically move to pick-up stage once claim is successfully raised by cx. If the same does not happen then the below will be followed. 4.2 Documents Upload stage – Stage TAT - 2 days. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. i. If pendency is identified during verification, we call cx to explain the same, email them on their original communication (email) / separately draft a new email detailing requirement. ii. We take documents like bonafide (check BU BP exception list, IC partner name & accordingly ask for documents , can also take from previous claim if raised any), Company govt ID(check BU BP exception list, IC partner name & accordingly ask for documents , can also take from previous claim if raised any), Company pan card (check BU BP exception list, IC partner name & accordingly ask for documents , can also take from previous claim if raised any), from previous claim if raised for the same client. iii. For claims that we raise on corporate customers’ behalf, we request documents on email and upload ourselves using the process stated in 4.1.iii. 4.3 Documents Verification stage – Stage TAT - 2 days. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. ** FOR ALL SKODA & VOLKSWAGEN customers = Nikhil Mehta is our partner from Connexions. Skoda Volkswagen cxs sends their device to Connexions office (due to pickup/ delivery concerns at VOLKSWAGEN office premises). We will only contact SPOC from Skoda Volkswagen for documented related queries, once the claim is raised successfully no status call on claim is required. Only email is allowed for communicating. DO not contact Nikhil Mehta for any status / doc requirements. ** FOR ALL Deserve customers = For Deserve issue please connect only with @Yashraj Kolas and @Suraj Lonare - [email protected], [email protected]. 7   As part of process, we daily check NEW CMS report from OA Service MIS team to identify new corporate claims raised under Individual account in CRM & update the same in Corporate tracker. This tracker is used to track claim status and update notes.  https://docs.google.com/spreadsheets/d/12cXBX-4y54L-CaBKUxYQZ02rJu- gGhAswP0gRrQ6WcQ/edit#gid=134610967  For corporate claims raised under Enterprise account in CRM, same reflects in CMS tab – Admin Dashboard – Enterprise tab. New Case is assigned to corporate support advisor & below checks are performed- i. ACKO ADLD – Laptop = Full front Open lid & back panel of laptop, Zoom image of serial number on back panel of laptop, FMIP OFF (If Apple Device), Description (As per Client we add / Already added by client himself). ii. ACKO EW – Laptop = Full front Open lid & back panel of laptop, Left and Right side image of the laptop, Zoom image of serial number on back panel of laptop, FMIP OFF (If Apple Device) (Annexure 3), Description (As per Client we add / Already added by client himself). iii. ACKO ADLD & EW – Mobile / Tablet = Full front & back panel, Zoom image of serial number on back panel of TABLET ONLY, FMIP OFF (If Apple Device)(Annexure 3), Description (As per Client we add / Already added by client himself). iv. NON ACKO ADLD & EW – Laptop / Mobile / Tablet = Full front & back panel of laptop, Zoom image of serial number on back panel of laptop/ Tablet , FMIP OFF (If Apple Device) (Annexure 3), Company GST / PAN , Invoice, Bonafide (With Company Name , Date, user name, asset details, Designation),Description (As per Client we add / Already added by client himself), Left and Right side image of the laptop (ONLY FOR EW CLAIM). (check BU BP exception list, IC partner name & accordingly ask for documents , can also take from previous claim if raised any). v. Theft Claims – 15 pointer FIR with correct Section mentioned (Sec 378) , exact DOL, Description , stamp and sign of police station, Invoice. For theft claim , if we have received FIR copy from cx, please have this checked with Shefali Pardeshi first. Claim form checks for all cases – We only check Name on claim form, if company name is not reflecting, we ask cx to edit the same. We share existing claim form to cx where he can edit details. We ask Cx for the above docs and match details with CRM, if any mismatch / incomplete details received, we call cx to explain pendency, raise same in CMS & email clients for their reference. Document all details of the call and requirements in CRM and CMS notes. Process is same as mentioned in 4.2. If all docs are proper corporate support TM move the case to IC through Unite. IC team will check and raise query / move stage to pick up. Corporate support TM should check status the next day and if stage not moved raise, it with IC team. If IC raises any query we resolve the same by contacting cx and resending the case to Unite to IC team. If stage moved to pick up, we inform cx regarding pick up. 8 Updating all call details & pendency requirement details on an email to cx & in CRM and CMS at every stage is mandate. OFFLINE CLAIM PROCESS (FOR Laptop/Mobile/Tablet IW (In warranty)-  If device is under brand IW / facing manufacturing defects (eg. Device not powering on, suddenly switch off, display lining, device getting hanged, keyboard keys not working, charger issue) we raise BD claim in CRM.  If this option is not available highlight to tech team with CC OA team (Charles, Shefali) and raise offline Manual claim from CRM - we ask for device images as stated in 4.3.ii/iii/iv from cx and manually on an email we send these details to pick up team for device pick and repair without charges (under brand warranty).  If any ADLD damages are identified at estimation stage, this is informed to us by HUB team on email.  We then raise an ADLD claim for the same device (if serial number is registered with us & eligible under plan benefits) following process as stated under 4.1 & 4.3 EXCEPT FOR THE DAMAGE IMAGES requirements.  We end to end track the status of these cases daily on email until repaired device is delivered to cx. Radius Repairs - We have a tie up with Radius ASC (Delhi), who does the repairs for us. Upon special requests from Maulik, respective devices are sent to Radius for repair instead of our regular area ASC. Process for above –  Once SR reaches pick up stage, email Pick up team & respective HUB manager informing that the repair will be done by Radius ASC. Hence OA pick up team should not pick the device from cx , neither deliver the same to our respective ASC. (either we will deliver the device to Radius ASC or Radius ASC themselves will pick up – always seek confirmation from Maulik regarding the same & accordingly inform pick up & hub team)  Separately email Sampreet & Mobeen, ask them to share repair estimate once they receive faulty device.  Once they share repair estimate with us, we must forward the same to Pick up team & respective HUB manager so that they can upload the same in CMS and do the stage movement.  Once claim reaches, Docs to IC & IC approval stage ; IC will check and approve the same. (IN case IC rejects the same, email Maulik with all details).  Post check IC approval in CMS, email Sampreet & Mobeen to initiate the repair of the device.  Email Sampreet & Mobeen after 2 days to check the repair status and probe by when they will deliver the device to cx & accordingly inform the cx. (delivery of repaired device will be done by Radius). 4.4 Pick up stage – Door step repair is applicable for = 1. HEAD DIGITAL WORKS PRIVATE LIMITED 2. Whizdm Innovations Pvt Ltd 9  3. GLOBANT INDIA PRIVATE LIMITED 4. MS GAP IT SERVICES INDIA PRIVATE LIMITED 5. Protean eGov Technologies Limited 6. GREAT LAKES E LEARNING SERVICES PVT LTD 7. Grey Orange 8. INTUIT INDIA PRODUCT DEVELOPMENT CENTRE PRIVATE LIMITED 9. KPI Green Energy Ltd 10. GoKwik 11. HelpShift Stage TAT - 2 days. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. Check for Radius Repairs process note stated above. Courtesy handset plan – Corporate support team will take a confirmation with user whether he wants to avail courtesy handset or not. (courtesy handset eligibility is checked in CRM {See Products & Benefits tab}). If cx wants to avail courtesy handset, we will click on the below option Request Courtesy Device, fill the necessary details as below. Courtesy handset SR will be raised and respective team (Jinesh Goradiya) will arrange and deliver the same to cx. Agent will inform customer/partner that we will be providing stand by handset whichever is available and not of same model (Iphone to Iphone & Android to Android however if customer has Iphone 14 he might get Iphone 6). For INTUIT, we provide On Site repair, hence our technician visits at the client premises, check for damages , arrange parts, then visit again at the onsite location and then initiate repair. Hence bucket movement in CMS starts when repair is initiated. This process takes 4-5 days as parts also needs to be arranged. Relevant location HUB team will call customer & fix the appointment. Currently KasthuriRaj from Bangalore Hub handles these requests. Introduced effective 27th December 2023 - Skoda VW, Head Digital (Cx Name) - On site repairs - in Tier 1 cities - Mumbai, Bangalore, Delhi. For all Samsung Laptops we will give On site repair in Tier 1 cities. 10 For any new On site repair request, please drop an email to Prem Nair, CC Amit Shukla, Maulik, Enterprise Sales SPOC , Charles , Shefali , Shyam. He will check and confirm the feasibility. Volkswagen IT Services India Pvt Ltd CONNEXIONS PUNE , CONNEXIONS For VW SEZ location pick ups -  Cx will inform partner connexion to pick up the device since it is SEZ location  OA to pick up device from Connexions  OA to get it repair  Once the device is repaired OA to deliver the device back at Connexions office Nikhil Mehta is our partner from Connexions. Skoda Volkswagen cxs sends their device to Connexions office (due to pickup/ delivery concerns at VOLKSWAGEN office premises). We will only contact SPOC from Skoda Volkswagen for documented related queries, once the claim is raised successfully no status call on claim is required. Only email is allowed for communicating. DO not contact Nikhil Mehta for any status / doc requirements. For GAP client, they have their own tie up with ASC (BRILYANT) for repairing brand warranty. Hence for any GAP cx, if device reflects manufacturing defects and its repairable under IW, they process at their end. If any ADLD / EW damage is identified GAP asks us to raise a claim. Device is retained at their ASC, pick up does not happen. Once IC approves L1, we proactively send an email to Mohammad Javeed (Hyderabad hub) (on original trail, where GAP has shared estimate) & he moved stage from pick up to repair, estimate is then shared with IC & post L2 approval device is repaired and delivered back to cx. 4.5 Estimation stage – Door step repair is applicable for = 1. HEAD DIGITAL WORKS PRIVATE LIMITED 2. Whizdm Innovations Pvt Ltd 3. GLOBANT INDIA PRIVATE LIMITED 4. MS GAP IT SERVICES INDIA PRIVATE LIMITED 5. Protean eGov Technologies Limited 6. GREAT LAKES E LEARNING SERVICES PVT LTD 7. Grey Orange 8. INTUIT INDIA PRODUCT DEVELOPMENT CENTRE PRIVATE LIMITED 9. KPI Green Energy Ltd 10. GoKwik 11. HelpShift 11 Stage TAT - 2 days. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. CORPORATE LOCKS- Locks like MDM (Apple), KNOX (Samsung) once removed by end cx, we need to inform cx and seek confirmation to execute a hard reset of the device to access and repair further. For all Apple devices, even if cx proactively connects with Apple customer care / Apple service centre, Apple team logs a call and that reflects in GSX (Global Service Exchange (GSX) is Apple's single service, repair and order management tool for Apple partners to provide service business with Apple worldwide), until that log is closed, OA cannot initiate estimation. Hence connect with cx to understand where he has contacted (Apple customer care / Apple service centre) and ask him to connect back and close the call log. Once done, cx needs to confirm, in order to initiate repair. Unrepaired Device delivery back to cx due to FMIP ON. In case cx does not turn OFF the FMIP in spite of multiple chasers, and unrepaired device is delivered back to cx, email cx immediately and ask him to turn OFF FMIP within 48 hours and confirm back to us, in order for his claim to be honoured again. Also inform him that in case of delay his claim will not be considered and he will have to repair the device himself. In case cx does not action within 48 hours, replies to us after 48 hours, connect with Anoop for approval possibility. Check for Radius Repairs process note stated above.  No proactive follow up required.  In case of any FMIP OFF / REMOTE Management (meaning device login-ID & password is user restricted) request from hub, we liaise with cx (call & email), and action the same.  Post cx confirms FMIP is OFF / REMOTE Management is removed from company’s end we confirm back status to HUB team to initiate repair of device.  FOR Volkswagen Group Technology Solutions India Pvt. Ltd, Skoda-VW = they can't share the FIMP image because they are using DEP (Customise ISO for VW-group) and there is no need to login to any cloud account on their MAC machines. Battery - Corporate plans sold post Q4 2023 has battery component covered in plan TnC, please refer the same before communicating rejection / raising query to cx. FOR – Deloitte, PWC, in case if battery is not covered in plan benefits and estimate received for battery, for these 2 cx please email sales SPOC and Maulik for further course of action. For all other cxs’ (where battery is not covered as per plan TnC) inform battery cost to cx, if cx escalates, raise the same with sales SPOC and Maulik. 4.6 Docs to IC stage – Stage TAT - 1 day. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. No Action required. 12  4.7 IC approval stage – Stage TAT - 1 day. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. No Action required. 4.8 Repair Due Info stage – Door step repair is applicable for = 1. HEAD DIGITAL WORKS PRIVATE LIMITED 2. Whizdm Innovations Pvt Ltd 3. GLOBANT INDIA PRIVATE LIMITED 4. MS GAP IT SERVICES INDIA PRIVATE LIMITED 5. Protean eGov Technologies Limited 6. GREAT LAKES E LEARNING SERVICES PVT LTD 7. Grey Orange 8. INTUIT INDIA PRODUCT DEVELOPMENT CENTRE PRIVATE LIMITED 9. KPI Green Energy Ltd 10. GoKwik 11. HelpShift Stage TAT - 3 days. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. Introduced effective 27th December 2023 - Skoda VW, Head Digital (Cx Name) - On site repairs - in Tier 1 cities - Mumbai, Bangalore, Delhi. For all Samsung Laptops we will give On site repair in Tier 1 cities. For any new On site repair request, please drop an email to Prem Nair, CC Amit Shukla, Maulik, Enterprise Sales SPOC , Charles , Shefali , Shyam. He will check and confirm the feasibility. Check for Radius Repairs process note stated above. ETR is updated in CRM by HUB team, we communicate the same to Cx. (while daily checking MIS). Device if declared as BER, refer below table. Password lock Scenario – This is user specific domain lock / firmware lock / device lock zxwhich exists in all laptops. HUB team / ASC are unable to access laptop if domain is locked. They email us with the 13 device details and we liaise with Cx to solve the same. Once Cx removes the lock/ shares password with us, we intimate the Hub / ASC team back to initiate checks and repair. Remote Management Off request – We communicate the same to cx , who deactivates Remote Management from his end and confirms back to us. We forward this confirmation to our team to initiate further processing. For few cases, revised estimated is received from ASC to HUB team. HUB team shares the same to IC. IC team identifies if claim is to be repaired or declared BER. We identify this through our MIS checks. We then initiate email to IC asking for BER calculation, we forward the same to cx & request cx for cancelled check. BER – We request cx for cancelled check and share the same with Settlement BER team (Shubham Bagul, Aniket Khaire, Jinesh Goradia (actions only delivery where salvage is deducted and unrepaired device is delivered back to cx). DEP concept- Apple Device Enrolment Program. – No action is required from our end for registering the device in DEP post repair. It is to be done by the corporate customer’s IT / Administrator team. BER payment - MINOR Scenario = In case if Cx is minor, person who’s name declared to IC is minor, DO NOT REJECT, BER payment for such cases will be done to Corporate partner who in turn will make payment to the end corporate customer. BER Scenarios Salvage needs to be deducted & BER amount needs to be arrived at which should then be processed to BU BP Radius & NOT ZS. Unrepaired device should be delivered by Jinesh & team to ZS. For every claim where IMEI / serial number gets changed post repair / replace, we have to share SR number along with previous & current IMEI / serial number separately to Yuvraj - Yuvraj Dangmali [email protected] , Mahesh - [email protected], [email protected] for him to update his records. ZS Corporate team to specifically check this and initiate necessary follow up in case of gap observed. (as confirmed with Bhavin dated 15/7/24), Depreciation will be applicable as per plan TnC & payout will be equal to Invoice value / MoP (whichever is lower) less Salvage less Depreciation. Any exception to this to be processed via IoM. If case approved as BER, Intimate Ravi (Intuit SPOC) from INTUIT about BER process. Amount to be settled in Intuit account. (Salvage not to be INTUIT deducted) On site repair provided for all devices. GAP If case approved as BER, Intimate to GAP (Sayeed Ali GAP SPOC) about BER process. Amount to be settled in Intuit account. (Salvage not to be 14  deducted) 4.9 Delivery stage – Door step repair is applicable for = 1. HEAD DIGITAL WORKS PRIVATE LIMITED 2. Whizdm Innovations Pvt Ltd 3. GLOBANT INDIA PRIVATE LIMITED 4. MS GAP IT SERVICES INDIA PRIVATE LIMITED 5. Protean eGov Technologies Limited 6. GREAT LAKES E LEARNING SERVICES PVT LTD 7. Grey Orange 8. INTUIT INDIA PRODUCT DEVELOPMENT CENTRE PRIVATE LIMITED 9. KPI Green Energy Ltd 10. GoKwik 11. HelpShift Stage TAT - 1 day. Any case where TAT exceeds this threshold, Corporate TM has to liase with respective stage owner for quick resolution and also keep end cx updated regarding cause of delay (if any) and further progress. Basis our daily MIS, if device not delivered beyond 3 days, we chase delivery team (Yogendra , CC Rahul & Team) for status & inform the same to Cx. For any claim if device is unrepaired (due to reason eg, FMIP ON, Device lock ON, etc.) delivered back to cx, then cx has to resolve the issue and confirm back to us within 3 days informing that the issue is resolved and device is ready for pick up. Corporate TM to inform this to cx proactively and also inform cx that the claim will not be considered if there’s a delay. FSR – If cx complains regarding repair quality, post delivery ; FSR request needs to be raised from CRM. FSR team will check (usually respective HUB manager will resolve this issue) Post repair, if cx complains about repair quality within 48 hours of him receiving the device, FSR request in CRM should be raised. Beyond 48 hours if we receive complaint then raise the same with Jinesh Goradiya & Amit Shukla and ask for further course of action. 10.Escalation Matrix 15  Stages Contact details Pick up 1 Manish Sharma, Mayur Chikane , 2 Yogender Panday, 3 Rahul Jaiswal (boss of both). Delivery 1 Prajwali Morrey, 2 Yogender Panday, 3 Rahul Jaiswal(boss of both) IC Team 1 Anoop Bose, 2 Shashank Upadhey, 3 SatyaPrakash Panday(boss of both) Mumbai/Pune Hub 1 Murugan and Sanjay Mishra Bangalore Hub Kasthuri Raj Hyderabad Hub 1 Mohammad Javeed Chennai Hub 1 Valeeswaran, 2 Nandhan Khade Kolkata Hub 1 Malay Mitra Delhi Hub 1 Dhananjay and Susheel, 2 Prateek Joshi and Lalit Joshi Enterprise SPOC North Arun Mukherjee Enterprise SPOC West Pranav Shah – [email protected] (Mobile – 98248 49824) Enterprise SPOC South & East ILAYARAJ SARAVANAN Settlement Team Aniket Khaire, Shubham Bagul, Jinesh Garodia (for device delivery)/Ganesh Thombre/Abhay Bolade /finance Team Retail OPS Shashi Sharma, OneAssist Retail Operations IMEI/Serial number change Shashi Sharma, OneAssist Retail Operations -------------------------------------------------------*End of Document*-------------------------------------------------- 16