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Project Team Prathamesh Vidya Redekar Chinmay Chavan Project Coordinator P. K. Singh Business Sponsor / Project Leader

Project Team Prathamesh Vidya Redekar Chinmay Chavan Project Coordinator P. K. Singh Business Sponsor / Project Leader Vinesh Jain. Proposal Summery - Background.

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Project Team Prathamesh Vidya Redekar Chinmay Chavan Project Coordinator P. K. Singh Business Sponsor / Project Leader

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  1. Project Team Prathamesh VidyaRedekar ChinmayChavan Project Coordinator • P. K. Singh Business Sponsor / Project Leader • Vinesh Jain

  2. Proposal Summery - Background • An “Automated Call Management system” required to register & manage complaints directly from customers (without help of call centre) with integration of • “e-FSR” for automatic call closure. • Auto Mail & SMS for both call registration & closure • Time bound level escalations. • System generated MIS reports • Refer “annexture1” for detailed current call management system irritants,

  3. Major irritants in current system • Poor complaint call administration process • Lack of visibility / traceability in call management • Quality of response & closure • Lack of standard report for Area, Team, complaint type , dealer wise performance. • Usage of non standard system resulting in High lead time, manual intervention, Lack of validations etc.

  4. Limited business intelligence leading to multiple business problems • Delay in processing • Higher call centre operations cost. • Limited insight to SLA & other call analysis • Operational inefficiencies : Good calls just remains open in system for days as dealers are not closing the same. • Low Responsiveness • Unable to meet Customers expectations & transparency in call management system.

  5. What Proposed????? • End-To-End solution : Registration, tracking, effective control & closure through centralized automated business intelligence system with standard reports & analysis. Please refer “Annexure 2” for detailed e-COMPLAINT system.

  6. POWEROL eCONNECT Data Submitted To Suvidha Portal Text SMS to 929319199 Acknowledgement SMS with Ticket Number Closure confirmation Plane Pre-Formatted Complaint SMS or e-CONNECT mobile application No call centre Involved – System Generated Complaint registration & response to customer Status Updation Call Closure – Directly from customer site. (Mobile Device) After Submission of eFSR for respective Engine – Call will get closed. Complaint closure Comp. Registration on Portal. Time Bound Auto escalations – MAIL & SMS in case of Failure in Closure

  7. Proposed system • Interfaces to log a complaint • SMS Interface – Customer need to send SMS with Site ID & Complaint on specified number. Or SMS through eCONNECT Mobile application (Platform: JAVA, Blackberry, Android) • Web Interface - Call to call centre (call centre will be involved in initial phase only) _ Complaint will be logged only through Web portal. • Call logging _ Key point • No need to register customers mobile number. • Any one can log a complaint (only correct “site ID / Engine Se” is required”) • Customer will get acknowledgment SMS with dealer’s Contact number just after generation of call ticket • Respective MAGIEC representative will get SMS alert of complaint within seconds creation of complaint ticket. Please refer “Annexure 2” for detailed e-COMPLAINT system.

  8. Proposed system • Time bound Level Escalation • System will raise escalation SMS & Mail automatically in case of delay in response or call closure – 24 Hrs to CCM, 36 Hrs to ASM & 48 Hrs to Head Service etc. • Automatic call closure Directly From Customer Site immediately after complaint resolution. • Call will be get closed after submission of “e-FSR” & customer will get system generated complaint closure SMS or mail • Call reopening in case of customer dissatisfaction • Customer can re-open call directly by sending SMS on specified number. (Within 8 hour after call closed) • In case of re-opening, the call be opened in escalated mode to address on priority.

  9. Proposed system • System will provide various analytics • Open call flash report. • Aging vs Area / Dealer / Region / State / Customer etc. wise SLA report.

  10. Why should e-COMPLAINT module be implemented (Business Value) • To transform Call management system. • Manual to automated. • Faster processing • Increased automations Increased Response & turn around time. • Availability of analysis with Greater accuracy. • Strengthening of interlock system to avoid malfunction & operational inefficiencies. • Increased Customer Confidence

  11. Benefits expected from the project • Automation improves • consistency, • Reducing administration efforts • Simpler / Customer friendly way of call logging. • Analysis to measure performance. We can have all India level customer wise call data. • Call response & Call Closure through “e-FSR” • to avoid operational inefficiencies • Since system is standard & common for all India complaint tracking will be very easy from any where. • Escalation system will improve responsiveness.

  12. Our final aim is to operate call management system effectively on 24/7 basis with out manual interference (Call centre) which will lead to less efforts, consistent quality, Faster response, Huge costs saving & finally greater customer satisfaction. Thank You 

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