Brief:
These protocols apply to all team members handling customer issues and using Slack for communication when resolving customer concerns.
Examples:
ADP data mismatches
System bugs
Service outages
Action:
Tag @Mohammed Ali or @Yacine Arroudj.
If the responsibility is delegated to another team member, ensure the correct member is tagged instead.
Examples:
Integration errors
Issues with policy execution
Action:
Tag @Sonali Verma or @Venkatesh Kasirala.
Examples:
Customer queries regarding the details or application of a policy benefit
Action:
Tag @Tony Touma.
Examples:
Refund status inquiries
Payment-related concerns
Action:
Tag @Mohamed Rashed, @Arun Jose Varkey, or @Shihab Muhammed.
5. Changing Car Value:
For vehicle valuation changes:
If the change is within 10% of the range and the vehicle is brand new/first registration, raise it on Slack and tag the Shift Leader.
If the change is greater than 10% and/or involves an older vehicle, tag Tony directly.