1.Incomplete tickets should not be sent to FOPS/TECH/LOPS.
2.1. In case of connection dispute ask the seller to share the below mandates -
a. Date of pickup,
b. Count of total shipment picked up on that date,
c. Share all signed manifest copies for a particular courier, if multiple Manifest generated and picked on the same day
d. FE Phone No.
3. CSAT has to be pitched on every call wherein; the seller is satisfied with resolution and the case is FCR. For NFCR cases, no agent should pitch the CSAT.
4. Points to keep in mind while creating a ticket.
Subject line should be correctly mentioned.
Notes should be clear and understandable.
Agents must add Tags : ED, Rocketbox, L2, etc.
Agent should select the correct issue category.
AWB: mandatory in FD and in notes
Agent has to set the priority : As per the requirement of case.
Agent must assign ticket as per the given SPOC list.
Ticket history check is required in every scenario, in order to avoid duplicity.
When capturing issues and subcategories for support tickets, for example, if it is a pick up issue, delivery issue, or weight discrepancy issue, they must search for and capture the appropriate category.
5. 'Please note all sorts of smart plan's have been terminated and can not be activated unless renewed by legislative action.
We have moved all current smart plans to normal SR saas plans.
6. We are changing our current billing dispute process for clients with a few modifications that will help us to get the actual outstanding of the client every month & clear picture of our monthly P&L.
Current Process- As per the current process, once the invoice is raised to the client and the client has any dispute (weight, rate, Zone) they can raise it any time (1 month, 2 months, or even 6 months) & ask to issue a credit note, the most of the unsecured client even do not pay their outstanding till the time billing dispute is not closed although they are raising it after 2 or 3 months & their outstanding are getting piled up.
New Process- In the new process, we have defined the TAT to raise the billing dispute by the client, the client can raise their billing dispute within 10 calendar days only from the invoice date, post 10 calendar days, we will not be able to settle any billing dispute of the client.
This process will be currently applicable for all the unsecured postpaid clients & effective from 15th August invoicing.
7. Please assign DC address cases to Shivangi Tiwari.
8. COD Remittance will not be processed on 19th August , all the payments will be released on the next payment cycle.