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Case Study – Ma. Dolores Borlongan Dispatch and Backend Group

Case Study – Ma. Dolores Borlongan Dispatch and Backend Group. Account Details. Account Name Ma. Dolores Borlongan Account Number 200627970 Address 1 Sparrow St. Green Meadows Quezon City Package Gold/Plan 1.5 mbps Payment Scheme Cable - Annual, SBB - Monthly

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Case Study – Ma. Dolores Borlongan Dispatch and Backend Group

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  1. Case Study – Ma. Dolores BorlonganDispatch and Backend Group

  2. Account Details Account Name Ma. Dolores Borlongan Account Number 200627970 Address 1 Sparrow St. Green Meadows Quezon City Package Gold/Plan 1.5 mbps Payment Scheme Cable - Annual, SBB - Monthly Installation Date August 17, 1994 Complaint Dispute 8,040 .16 due to delayed disconnection Status as of August 22 SBB Disconnected – Nov. 6, 2010 Cable Disconnected – Dec. 15 , 2010

  3. History • February 23, 2006 • Sub requested for auto debit arrangement for cable and broadband account through Citibank Credit Card. • August 24, 2010 • Created SO for disconnection of cable and internet on Aug 27, preferred time 1 to 2 pm only. • August 26, 2010 • Dispatched to CSI group to be visited on August 27. • Received letter of intent for disconnection of service via e-mail. • Acknowledged receipt of e-mail (with SO already).

  4. History (Continuation) • August 27, 2010 • Was able to dispatched service order to in-house team (J. Cruz) for disconnection. • Note: No update of service order for cable account from August 28 - 30, 2010. • August 31, 2010 • Visited by team on August 27 and sub requested to re-sked the following day, September 1. • Note: No update of service order for cable account from September 2 - 12, 2010.

  5. History (Continuation) September 13, 2010 > For re-dispatch since no update from the team. c/o SAG Note: No update of service order for cable account from September 14 - October 13, 2010. September 20, 2010 >Received a complaint via e-mail that the team didn’t’ show up for disconnection. > Requesting for immediate disconnection because they already moved out and her tenant already moved in last September 15. > Forwarded subs’ e-mail to CP group. Note: No update

  6. History (Continuation) October 14, 2010 > Staged SO to CPR (Club Prestige) for callback. By Galelea Sagritalo of SAG > Cancelled auto-debit arrangement for Broadband account requested by Citibank. By Alma Banaga of Billing Note: Citibank requested ADA cancellation for broadband account only.

  7. History (Continuation) • October 17, 2010 • Received complaint letter via e-mail. Escalate subs’ concern to Club Prestige. • By Jehda Trinidad of DF •  Callback sub and wants to disconnect the service on October 19, anytime. • By Christian Amparo of Club Prestige • October 18, 2010 • SAG were able to dispatch again to CSI / Team for disconnection • Note: No update of service order for cable account from October 19 - 25, 2010.

  8. History (Continuation) October 19, 2010 > Rescheduled service order for Broadband disconnection due to heavy rain. By Alwino Bitoin Jr of CSI October 20, 2010 > Rescheduled SO for disconnection of Broadband. By Demetrio Artugue of SAG October 21, 2010 > Visited sub. Guard on duty didn’t allow our team to come in because sub is already moved out. By Arvin Sunga of CSI

  9. History (Continuation) • October 25, 2010 • Club prestige reschedule SO for Broadband disconnection. Kindly disconnect on TAPS, sub already moved out. • Note: No update of service order for Broadband from October 26 – November 1, 2010. • October 26, 2010 • Club Prestige reschedule the disconnection on October 29. Subs' already moved out. Kindly disconnect on TAPS.

  10. History (Continuation) • October 28, 2010 • SAG dispatch again to CSI • Dispatched to Jong and Camu for disconnection. • Note: No update from CSI if the cable service was disconnected last August 29. • October 30, 2010 • No update from the team. Tried calling but keeps on ringing only. • c/o CSI • Note: No update for cable account from October 31 – November 16, 2010.

  11. History (Continuation) • November 2, 2010 • No people around. • c/o CSI • Note: No update for Broadband SO from November 3 – November 4, 2010. • November 3, 2010 • No people around. • c/o SAG • November 5, 2010 • > Dispatched to team. Please disconnect broadband service on TAPS, sub already moved out. • c/ o CSI

  12. History (Continuation) • November 6, 2010 • Done disconnection of Broadband. • c/o CSI • Note: Disconnection of Broadband was accomplished only last November 6, 2010 but disconnection of cable account is still pending. • November 17, 2010 • Kindly update this service order. Cable not disconnected yet. • c/oClub Prestige • Note: No update for cable account from November 18 – December 4, 2010. • December 5, 2010 • Visited by in-house team but subs’ is not around. • By Rhoel Marty Junio of CSI

  13. History (Continuation) • December 6, 2010 • Sub is still not around. • By Artugue Demetrio of SAG • December 10, 2010 • Tried to call sub but phone keeps on ringing only. • Assigned the SO to CSI for dispatch. • By Mary Menchyl Roma of SAG • December 11, 2010 • Dispatched SO to service team. • By Johanna Jean Floresta of CSI • December 12, 2010 • Disconnected on TAPS. Subs already moved out, CM was not pull out. • By Rosemarie Narag of CSI

  14. History (Continuation) • December 15, 2010 • SO completion. • By Janette Regencia of Close-Out • February 6, 2011 • Subs complaining that she received SMS from the law office reminding her to settle arrears for Broadband. • Forwarded subs’ e-mail to Club Prestige group for adjustment. • By Jehda Trinidad of DF

  15. History (Continuation) • February 13, 2011 • Received e-mail from DF group and update account memo that sub has an overpayment for cable account. • By Restie Karasig of Club Prestige • August 22, 2011 • Talked to Ms. Dolly Borlongan, apologize and explained the correction on the bill: • A. Billing made an adjustment today on sub SkyCable account to reversed cable subscription due to late disconnection. • Reverse subs from 08/28-12/11/10 2,715.34 • Reverse subs for Addtl TV from 08/28-12/11/10 3,993.15 • Current Overpayment 1,331.67 • Total Overpayment 8,040.16 • Note : Ms. Alma Eusebio sent a memorandum to Citibank to charge back the 8,040.16.

  16. Lapses / Causes • No Allotted team for SBB after sales • Online update not implemented • Lack of escalation / coordination • Problem in S.O dispatched monitoring process • No Parallel Monitoring of Discon for broadband and Cable • No aging extraction on a per week basis • Not same team attending Disconnection for bundled.

  17. Dispatch Recommendation • OSP should be applied by SO creator & Dispatch group to ensure end to end processing of the pending service orders that requires immediate action. • Dispatch to ensure regular updating of all dispatch service order to ensure proper historical information to pending service order. • Close monitor over due service request and coordinate to concern group for SO verification and re-scheduling of dispatch based from subs preference and team availability.

  18. Close monitoring of accounted stages to ensure nothing will be left un-attended under group responsibility. • Provision of adequate contractor team to equally cater demands vs. capacity to prevent delay in service delivery.

  19. RECOMMENDATION: • Creation of TD for CPE deactivation and for stop Billing in Voluntary Disconnection. • Monitoring of Posted TD S.O to create PD S.O for physical visit / disconnection. • Common S.O type and S.O no. for bundled accounts ( Cable , BB & Voice ). • Integration of SAG and Dispatch group. • To strengthen comfortable and easy coordination of each group in so many case S. O update is a problem. • Process can be define clearly on monitoring of backlog and rescheduled S.O . • Shall create team building/ rapport of each group

  20. Borlongan CaseDiscussion Notes

  21. DISPATCH and BACKEND: • Needs improvement in process because processes are not updated • Lagyan ng opportunity para bumalik ang subscriber na nag-rerequest ng TD (voluntary); after the attempt to save, tsaka lang disconnect • Put in place this process • (incorporate Gary Suyao’s suggestion re: 2 options, one of which is tag-along) • Ano ang ginawa sa tao na may multiple recurrence of neglect??? • Pwede ba mag-create ng elite dispatch? • Para sure na mapupuntahan • In this case, nawa ang information na moved out na pala ang customer, nagpabalik-balik pa ang dispatch

  22. When we do the planning, let’s not limit to disconnection, meron din dapat tayo sa installation because in installation, there are cases where the subscriber waits all day and no one arrives); these things happen to special services too • Case: no signal ang report ng sub (Japok’s example); may gusto ipakabit, pero meron sa CAP who asked pa for a document • What to do: • Escalate to supervisor • Lito: pera na papasok na yun, scratch the process and do the documentation later on • Have 1 SO for bundled accounts dahil sa ngayon, at least twice pa tayo nagpapadala ng tao • Kung may kailang i-free up na nodes in a particular area, pwede naman na pasadahan lahat para hindi pabalik-balik • Case of pre-paid na na-creatan ng fault kahit matagal na siyan hindi nag-loload • Maaaring nakalusot ito kasi hindi dapat na-creatan ng fault ito • Apply the process: reconnect, up-sell to 280, add 1 channel

  23. Thank You

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