Account Manager Issues

Link: 

https://docs.google.com/spreadsheets/d/1IQwwYZYGqaobnD4zAH_gFU27YgPzQhtlpSJKmYLASAE/edit?usp=sharing

Paid KAM Tracker:https://docs.google.com/spreadsheets/d/1Iin2Cby__FEBzxsG4CLPQ_-HESgcB-MUJp0v2_MsF04/edit?usp=sharing

Scenarios:

1. If supplier is requesting for AM details.

Check points -

• Check in the given list with the supplier ID whether AM is assigned to the supplier or not.

• If not check the PAM tracker and share the grievance email id if the seller is part of PAM.

• If AM is assigned then close the ticket by sharing AM name, Contact number, Email id only.

L1 Disposition:SS_Account Manager Issue

L2 Disposition: SS_Need Account Manager Details

Macro: SS_Need Account Manager Details

Status: Resolved

AM Tracker: Link: https://docs.google.com/spreadsheets/d/1IQwwYZYGqaobnD4zAH_gFU27YgPzQhtlpSJKmYLASAE/edit?usp=sharing

Scenarios:

1. If supplier is complaining that the respective account manager is not responding.

Check points -

• Check in the given list with the supplier ID whether AM is assigned to supplier or not.

• If AM is assigned and the details of AM is matching with the tracker details then escalate to respective CM bucket

• Group Name: SS Category

• Agent: Respective CM name

L1 Disposition: SS_Account Manager Issue

L2 Disposition: SS_Account Manager not Responding

Email Macro: SS_Account Manager not Responding

Internal Note: Issue to be highlighted along with supplier id & name

TAT: 24 hours

Scenario 3: Supplier asking for the AM service where supplier is not eligible for free AM. 

Support Agent: 

Agent will check if the seller has a free AM allotted on panel.

Tracker to check:https://docs.google.com/spreadsheets/d/1oXQPLrkPEvaiQ4CFxMMLrRybO8QeSWPkwv-AGVyfRiU/edit?usp=sharing

  If Yes - follow “ Account Manager SOP “

  If No - Agents have to call and pitch for PAID KAM service & inform prices (2500 for 1 month and 6000 for 3 months) also share the benefits on the call. 

  If interested: share the “Opt in form link”.

Form to be filled: https://meesho.typeform.com/to/kkhOK4vv#supplier_id=xxxxx&source=SX_TEAM

Disposition:SS_Paid KAM Related 

Macro:SS_Paid KAM Related_price Info

Status: Resolved

If not interested: Ask for concerns if any to resolve.

L2 Disposition: SS_Account Manager not Assigned

Email Macro: SS_Account Manager not Assigned

Status: pending 

If seller comes back with a an issue, resolve it according to the relevant SOP and close.

AM Tracker: Link: https://docs.google.com/spreadsheets/d/1IQwwYZYGqaobnD4zAH_gFU27YgPzQhtlpSJKmYLASAE/edit?usp=sharing

Scenarios:

1. If the supplier is requesting to change the account manager.

Check points -

• Check in the given list with the supplier ID whether AM is assigned to the supplier or not.

• If AM is not assigned then inform the supplier as of now there is no AM assigned, kindly share the issue you are facing.

• If the supplier has shared the concern then inform the supplier accordingly.

• If AM is assigned then inform the supplier that based on business decision AM cant be changed.

Disposition SS: SS_Account Manager Issue

Disposition L2: SS_Account Manager Change Request

Macro: SS_Account Manager Change Request

Status: Resolved

Link: 

https://docs.google.com/spreadsheets/d/1IQwwYZYGqaobnD4zAH_gFU27YgPzQhtlpSJKmYLASAE/edit?usp=sharing

Introduction:

A process to handle cases from sellers with regard to their Paid KAM.

Scope: 

1.Tickets raised with regards to paid KAM support.

2.Seller’s whose account is mapped under Paid KAM support

Process:

Paid KAM is a service that seller avails by agreeing to pay a nominal fee on a monthly basis with added benefits.(KAM Growth Edge (90 days) INR 8999 + 18% GST Growth Edge (30 days) INR 3499 + 18% GST)

Benefits of having a Meesho KAM:

 Assistance with any business-related queries.

 Availability of personal account manager every day 10 am - 7 pm (on weekdays)

 Free of cost growth counseling on new products, pricing, discounts and return reduction. 

 Maximize your ROI through improved Ad campaigns. 

 Catalog update and upload support (30 Products)

 Quick and efficient supplier support

 Report analysis of weekly sales and ad performance

Paid KAM Seller's List

Detailed SOP