CRM

Transaction :  From the transaction, we will use ( customer call) to register a ticket for the call.

Scrolling down, we will see the fields we have to fill:

• Reason: Complaint, inquiry, request.

• Sub reason

• Sub sub reason

• Call sources: IVR (inbound call), CCC (outbound call)

• Call details

• Item code: if the complaint

• Call status: Open (to be escalated), close (if inquiry)

What we have to do first is to fill in the reason and sub-reasons, then go to item details and choose the items, then go back to complaints entry and fill in the other details. If escalation.

As we can see we have more options:

• Item code not required: if inquiry and no need to choose and fill in the item number. If we do not click on it we will not be able to save the ticket.

• Approval is required: to escalate the issue.

If escalation, we have to fill:

• Approval by: the concerned department

• Approval reason:

• Call note

• Reason: Complaints

We will use this option to raise an open CRM that we need the concerned team to take action on.We will use the below sub-reasons only:

1. Damages after delivery: damages reported by the customer after the delivery team leaves the customer's home.

When to reject the complaint?

• If the item was broken completely in 2 PCs.

• Any scratches after 6 months.

• SRCC or WHCC reported after 48H of the delivery.

• If the WWD item was moved from its location.

2. Mattress: for all mattress issues

3. Return DO: to raise a request to pull out an item for refund or replacement,

4. Behavioral aspect: if the customer wants to raise a complaint against the delivery team.

“Approval by” options:

It is very important to choose the correct department, if we choose the wrong department, the escalation will be closed without any action from the team.

Delivery Dept.: all complaints on refaxing and inspection will be assigned to the delivery team except for specific cases