Professional NR/NS
| Customer Problem Statement | Partner not assigned (NR) | Partner didn't visit on booking time / denied to visit (NS) | |
SLA | Before 60 Mins of Booking time | manual fanout and followup again at booking time | |
| Check if address in ops dashboard is correct - make sure mutiple pin codes are not there in the adress. confirm complete address from customer in case of NR/NS If there is issue with address - Take 1 hour from cx and accordiglly set reminder share request with team lead/uc client In case of fresh installation(Third Party orders) - Fresh booking to be created ( not for UC<>UC) | |||
After booking time | Reschedule the booking and raise to CIty POC. Set reminder for 1 hour prior to booking time. If partner assigned set reminder for booking time. If no partner assigned and no update from city POCs Since this is installation tag all level of POC UC l1 client need to call the L3 POC and get this sorted in 1 hours Park the ticket for next visit date and time. On isntallation we will be taking follow till completeion | Attempt contacting Px 2 times if partner doesnot answer/not contactable - Check in distance tracking. partner is near by - Partner is away from site - In any case we need to call cx to know if they spoke with partner if partner is already there at the site etc. If customer says - no comms with partner and partner is away from site as per tracking - pitch for reschedule and raise on slack to POC (If this was a revisit *not SME revisit no point in reschedulling the job lets go ahead with SME revisit if slots are available as per CX preference/within 8hours , raise on slack and park the ticket for next revisit date and time. If no slot raise on slack park the ticket for 1 hours if no revert in 1 hour proceed with new booking , case will not be parked without revisit creation either through partner given by business team or with new booking If partner answers - On the way - confirm ETA nd confirm from cx his availability. Park the ticket for next visit date and time. On isntallation we will be taking follow till completeion | |