OVCI Service

Introduction :

Demonstrate how to book & meet customers online using Microsoft Teams in order to be  more agile and provide a superior customer experience by choosing any kind of services that don’t require physical contact. 

Purpose :

• Enhance customer experience. 

• Enhance customer loyalty. 

• Resolve issues quickly and effectively. 

• Improve response times and reduce abandonment rates. 

• Improve communication with clients and manage their expectations .

• Reduce the number of walk-in clients in the office. 

• Maintain a record of client requests .

• Improve accuracy and utilization of OVCI tools. .

• Having a positive impact on culture and improving service management .

• Establish opportunities for continuous improvement and overall performance. 

• Measure the performance of the team using measurable metrics .

Scope:

Online Virtual Customers Interaction (OVCI) includes all face-to-face customers inquires that doesn’t require a physical signature. 

Procedures:

Online links will be communicated with the clients :

MIP Clients: http://mip-erm.com/visitor/ovci/ 

 MCD Clients: Will be created after MIP

• For the purpose of booking an appointment, the client must complete all required information on the home page. 

• For security reasons, all fields must be filled out in order to ensure that the homeowner requested the meeting.  

• On the home page, clients will be able to describe their requests or complaints in detail. 

• The system will forward the request to the mail group (CXDispatcher@misritaliaproperties.com). 

•  From the time of receiving the request until sending the invitation to Microsoft teams, the request was handled within 2 hours. 

• Dispatchers verify the mail request (homeowner name - homeowner mobile number - unit number) against SAP data in order to create and assign service requests.

1- In the event that the recorded data by the client is not valid or does not match the SAP Master data: 

Clients will be notified by dispatchers via official mail in the following manner: 

“Dear Mr./s ……, Greetings from the Customer Excellence team at Misr Italia Properties. Our team would like to thank you for your commitment to Misr Italia Properties, and you can rest assured that we will be available to assist you in any way we can. Regarding your kind request, we would like to inform you that the attached data has been checked to assist you. Unfortunately, “the name, the mobile number, the unit number....” is not valid. Please review and book another appointment or contact us at 16519 for further assistance. Please accept our sincere appreciation for the opportunity to assist you.” 

2. In the event that the recorded data by the client is valid and match SAP Master data:  It is the dispatcher's responsibility to initiate the SAP process and open a service request on behalf of the related department.  The dispatcher will send a formal letter to the related department with the service request number and the following information: 

It is the dispatcher's responsibility to initiate the SAP process and open a service request on behalf of the related department.  The dispatcher will send a formal letter to the related department with the service request number and the following information:

 “Dear Customer Care Representative, We would like to inform you that customer "...................." with mobile number "..............." and email address "....................." has requested a meeting online to discuss "..................." Please note that the preferred call time # 1 will be on “../../2023” at ..:.. AM or Preferred call time # 2 will be on “../../2023” at ..:.. AM SR#: ……….”  

The manager will assign the service request, and the customer care representative will communicate with the client and create an online meeting request.  The customer care representative will choose a suitable meeting time from two options and send the invitation to the meeting.  The customer care representative will open the meeting and wait for the client for ten minutes. 

3- In the event of no show, the customer care representative will reply on mail as follows:

 “Dear Mr./s ……, The Misr Italia Properties Customer Care team extends its warmest greetings. It gives us great pleasure to thank you for taking the time to consider Misr Italia Properties, and we promise to provide you with the highest level of service at all times. With regard to your kind request, please be informed that we have not been able to communicate with you via "Online Visual Meeting" as requested. Due to a no-show from your end, you may book another appointment or contact our hotline 16519 for any further clarifications or assistance. It is my pleasure to assist you. I wish you a successful day." 

4- In the event of the meeting is held on time, the customer care representative will proceed as follows:  

As soon as the client joins the online meeting, the representative will proceed in accordance with normal procedures.  The customer care representative will answer all client inquiries and complete the service request with full justifications on SAP requests  Contacting the client within 48 hours of completing the service request to conduct a customer satisfaction survey. 

Control Plan:

 Extraction for all requests from SAP and OVCI to ensure that all requests are implemented and aligned. 

Call Center service suggestion Script: 

انا قدمت يافندم لحضرتك الطلب/ الشكوي وهيتم التواصل مع حضرتك في خلال ** , وفي حاله ان عند حضرتك اي طلب مستقبلي يخص ( التعديلات- التشطيبات-التسليمات - خدمه العملاء) تقدر دلوقتي تحدد ميعاد مقابله اونلاين مع القسم المختص بطلب حضرتك عن طريق اللينك اللى تم ارساله لحضرتك سابقا

•       In case the Customer didn’t receive the link before :

مفيش مشكله انا هبعت لحضرتك اللينك دلوقتي على الواتساب