Tagging Protocols

Brief:
These protocols apply to all team members handling customer issues and using Slack for communication when resolving customer concerns.

1. Service Issues

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.

2. Integration or Policy Failures

Examples:

• Integration errors

• Issues with policy execution

Action:

• Tag @Sonali Verma or @Venkatesh Kasirala.

3. Policy Benefits Confusion

Examples:

• Customer queries regarding the details or application of a policy benefit

Action:

• Tag @Tony Touma.

4. Finance Issues

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.