Blue Star Limited. Published by. Blue Star Limited, Kasturi Buildings, Mohan T Advani Chowk, Jamshedji Tata Road, Mumbai

Transcription

1 Blue Star Limited This document is a property of Blue Star Limited and is created for internal circulation by Blue Star Limited to its Dealers/ Franchisees/ Service Associates/ Designated Employees and not to be circulated to any unintended recipients. Published by Blue Star Limited, Kasturi Buildings, Mohan T Advani Chowk, Jamshedji Tata Road, Mumbai ServIT Training Manual CCO Module

2 Table of Contents 1. Blue Star ServIT Project Background Introduction to CCO Module System Requirements CCO Module Functionality Login CCO Module Tabs Create New Ticket Call Dispatch Retail Installation Create Retail Installation Request Installation Dispatch View Installation Details Dealer Actions Happy Call Manual and SMS Manual Manual SMS Follow Up Add Follow-Up Log Mark as Corporate Escalation Re-Assign SDE Pre-close call Download Reports ServIT Training Manual CCO Module

3 1. Blue Star ServIT Project 1.1. Background Blue Star Limited (BSL) is currently in the process of implementing a Call Management System (CMS) on Websphere Portal for managing the breakdown service related calls. This project is named as ServIT project. This ServIT Call Management System will provide a solution to manage the breakdown calls from end to end. All the stakeholders involved in the Call Management Process at Blue Star including the Call Center Operations (CCO), Dealer/ Service Associate/ Franchisee, Service Delivery Engineers and other Blue Star Employees will have access to this portal. Going forward all the actions related to call management at Blue Star will be managed in this portal providing greater visibility, better communication between all stakeholders which will lead to faster resolution of customer complaints. This portal can be accessed via internet at any time of the day and it is of utmost importance that all the stakeholders get trained on the usage of this portal functionality related to their roles. This document has been prepared to provide you with a reference document to understand the different functionalities related to your role Introduction to CCO Module CCO module has been developed to provide call center executives different functionalities like Create Call Record, Call Dispatch, Retail Installation, Dealer Actions, Happy Call, Manual and SMS, Follow Up, Download Reports. This training document is prepared to provide a detailed description of the CCO module that can be used by the CCO executive to perform various call management related tasks on the ServIT portal CCO module related functionality. A copy of this document will also be made available on the ServIT portal for quick access by the end users and can be referred to when required. Any updates in the portal functionality will be communicated to you through the training manual copy on the ServIT portal. Please provide your support in getting your relevant staff trained in all the functionality of the portal. ServIT Training Manual CCO Module Page 3 of 58

4 2. System Requirements In order to access the portal and experience the minimal and optimal performance you will require a computer with following specifications for hardware and software. Please configure your computer with the specifications mentioned under Optimal Requirements in the table below. Specification Minimal Requirements Optimal Requirements Operating (OS) System Windows XP Windows XP or Above Browser Mozilla Firefox 3.0 (Preferred) or Internet Explorer 7.0 Mozilla Firefox 3.0 (Preferred) or Internet Explorer 8.0 Adobe Flash Player Compatible Adobe Flash Player Compatible with Flash Player with browser installed in the browser version installed in the machine. Version 9.0 and above. machine. Version 9.0 and above. Java Script Enabled Enabled RAM 512 MB 1 GB and above Internet Bandwidth 512 Kbps 1 Mbps JRE JRE_1.5 JRE_1.5 (IE will have its own JRE. If not working properly recommended to have JRE installed) ServIT Training Manual CCO Module Page 4 of 58

5 Cache Memory Clearance In case you face issues with the portal performance related to some functionality for ex. auto complete functionality not working or on clicking a button required action is not being performed, it may be possible that your browser cache memory has become full. Please clear the cache memory by using following steps. The steps mentioned here are for the recommended versions of Mozilla Firefox and Internet Explorer. Please refer to the website of respective browser provider for latest steps if these steps do not work. Mozilla Firefox* The Firefox cache temporarily stores images, scripts, and other parts of websites while you are browsing. This article describes how to clear the Firefox cache. Clear the cache 1. At the top of the Firefox window, click on the Firefox button (Tools menu in Windows XP) and then click Options 2. Select the Advanced panel. 3. Click on the Network tab. ServIT Training Manual CCO Module Page 5 of 58

6 4. In the Offline Storage section, click Clear Now. 5. Click OK to close the Options window Settings for Automatically clearing the cache You can set Firefox to automatically clear the cache when Firefox closes: 1. At the top of the Firefox window, click on the Firefox button (Tools menu in Windows XP) and then click Options 2. Select the Privacy panel. 3. In the History section, set Firefox will: to Use custom settings for history. 4. Select the check box for Clear history when Firefox closes. ServIT Training Manual CCO Module Page 6 of 58

7 5. Beside Clear history when Firefox closes, click the Settings... button. The Settings for Clearing History window will open. ServIT Training Manual CCO Module Page 7 of 58

8 6. In the Settings for Clearing History window, click the check mark box next to Cache. 7. Click OK to close the Settings for Clearing History window. 8. Click OK to close the Options window *Source: US/kb/How%20to%20clear%20the%20cache?s=clear+cache&as=s Internet Explorer** Delete temporary Internet files This information applies to Windows Internet Explorer 7 and Windows Internet Explorer 8. Follow these steps to delete the files and information that Internet Explorer stores on your computer. This information includes the list of websites you have visited, cookies, information you've entered into web forms (for example, your name and address), website passwords, and other temporarily saved information. Your links and favorites will not be deleted. Delete temporary files in Internet Explorer 7 1. Open Internet Options by clicking the Start button, clicking Control Panel, clicking Network and Internet, and then clicking Internet Options. 2. Click the General tab, and then, under Browsing history, click Delete. ServIT Training Manual CCO Module Page 8 of 58

9 3. Click Delete all, click Yes to confirm that you want to delete this information, and then click OK. Delete temporary files in Internet Explorer 8 1. Open Internet Options by clicking the Start button, clicking Control Panel, clicking Network and Internet, and then clicking Internet Options. 2. Click the Safety button, and then click Delete Browsing History. 3. Select the check box next to each category of information you want to delete. 4. Select the Preserve Favorites website data check box if you do not want to delete the cookies and files associated with websites in your Favorites list. 5. Click Delete. This could take awhile if you have a lot of files and history. Note Deleting everything can free hard disk space, solve problems with your web browser, and provide some additional privacy, but it might inconvenience you by removing information you might need on the Internet. For example, you will have to retype passwords that were previously stored on your computer. **Source: ServIT Training Manual CCO Module Page 9 of 58

10 3. CCO Module Functionality The following section explains the different aspects of the functionality of the dealer module step by step Login You will be provided with a website link (URL) along with your unique user id and password to access the ServIT portal by BSL. The user id and password is your key to all the portal functionality and it is recommended that these are remembered and not shared with any unintended recipients. Since there is a risk of sensitive BSL internal data and customer related data being misused by unintended recipients, it is your responsibility to safeguard the user id and password for this portal. Here are the steps required to be performed to access your page in the ServIT portal. When you click on the website link, following screen will open in your browser window. I. Login Screen Perform following steps in order to login to the portal - Step 1 Enter your user id in the User ID field. Step 2 Enter your password in the Password field. Step 3 Click on the Login button. You will be logged in the portal now. ServIT Training Manual CCO Module Page 10 of 58

11 3.2. CCO Module Tabs After login, you will be able to see the following tabs 1. Create New Ticket 2. Call Dispatch 3. Retail Installation 4. Dealer Actions 5. Happy Call 6. Manual and SMS 7. Follow-up 8. Download Reports 3.3. Create New Ticket Create New Ticket tab allows you to create a call/ticket for breakdown complaints from the customer. To create a ticket for a complaint when customer/dealer/associate calls with a request to raise a ticket 1. Go to Create New Ticket tab. You will be shown an Ibase Search screen with 17 fields using which a customer can be identified. On the right hand side, there is a tip on which field can be used for what kind of search. 2. Type in information provided by the customer ex. Customer Name and City. Minimum of three characters need to be entered to be able to search for Ibase. If less number of characters are entered you will be shown an error message. Please enter full name to get ServIT Training Manual CCO Module Page 11 of 58

12 near correct result set which will reduce your time in identifying the customer. Click on Search Ibase button and a result set of matching Ibase numbers will be shown to you. 3. Select the relevant Ibase based on additional information provided by customer using probing questions on address, landmark, etc by clicking on radio button next to the Ibase number and clicking on Select Ibase button. A list of components under the selected Ibase will be shown to you. ServIT Training Manual CCO Module Page 12 of 58

13 4. The component list will have information about component like product group, product, model, component number, dealer name and contract details. The Contact Details has hyper link to see additional details about the contract. 5. If you find the component that matches the description provided by the customer please click on radio button next to the component and Select Component button. 6. Scenario 1 Ticket - This will create a Scenario 1 ticket where both Ibase and Component are found. You will be taken to a Create Call Record tab where in certain information will be auto populated from Ibase & component and remaining information will have to be filled in by you with inputs from the customer. a. Ticket Details Section Source of the ticket will be Customer call by default. Other sources like Call from Dealer, Call from SDE, , Corporate Escalation and I-propeller can be selected from the drop down depending on the type of ServIT Training Manual CCO Module Page 13 of 58

14 source of the call. If the selected customer is a NAD or VIP relevant radio button will be automatically checked. b. Customer Details Section Details about the customer will automatically populate from the Ibase of the customer c. Component Details Section - Details about the component will automatically populate from the component of the customer d. Defect Details Details about the defect will have to be entered by you. You can select details about the symptom by asking the customer about the issue they are facing. If you find the symptom listed in the list provided you can select it by clicking on the symptom. If there are multiple symptoms, they can be selected by clicking Ctrl key and clicking on the multiple symptoms. If the symptom provided by customer is different than the symptom available in the list then you can select other and mention the details of the same in Problem Description. Problem description field needs to be filled in with additional information provided by customer like since when the problem is occurring, etc. e. Ticket Contact Details Ticket contact details may populate automatically if available in the customer information in the system. If it gets populated automatically, validate it with the customer. If customer asks to change it, please change it. If it doesn t get automatically populated, then ask the customer to provide this information and enter in the Ticket Contact Details. and SMS will sent to the contact details provided by customer in this section. f. The dealer and SDE information will get populated automatically if it is available in the system based on the selected component. If not then it will be blank. These are read only fields and you do not have to take any action on these fields. g. On filling all above mandatory fields, please click on Create Ticket button. h. If you have missed any mandatory fields, then alert message will be shown to you to fill it in. i. If all the mandatory information is filled in, you will be shown a confirmatory message saying ticket created successfully. You can provide the customer with the ticket number and inform them that an and SMS will be sent to them on the contact details provided by them with ticket related details that can be used in further communication with the call center. ServIT Training Manual CCO Module Page 14 of 58

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16 7. Scenario 2 Ticket After Step 4 If you find that there is no component that matches the description provided by the customer please click on radio button next to the component and click on Component not found button. This will create a Scenario 2 ticket where both Ibase is found, but component is not found. You will be taken to a Create Call Record tab where in certain information will be auto populated from Ibase and remaining information will have to be filled in by you with inputs from the customer. a. Ticket Details Section Source of the ticket will be Customer call by default. Other sources like Call from Dealer, Call from SDE, , Corporate Escalation and I-propeller can be selected from the drop down depending on the type of source of the call. If the selected customer is a NAD or VIP relevant radio button will be automatically checked. b. Customer Details Section Details about the customer will automatically populate from the Ibase of the customer c. Component Details Section - Details about the component will have to be filled in by you since the component for which complaint has to be logged was not ServIT Training Manual CCO Module Page 16 of 58

17 found on earlier screen. To select the component details, click on Select Model button. A pop up will be shown to you where you can search the component details based on the product or model depending on what information has been provided to you by the customer. If customer does not know the exact model code, then use the product based search. Enter few characters of the product group and a list matching the entered characters will be shown to you. Select the relevant product group from the displayed list. Go to product field by using tab key of the key board and type in few characters from the product name and a list matching the entered characters will be shown to you. Select the relevant product from the displayed list. Click on Search models to see the list of models for the product selected by you. Select the required model by clicking on the radio button next to relevant model and clicking on the Select button. The information related to the selected model will be populated in create call record screen. Similarly model based search can be used to select the model by entering the model code. ServIT Training Manual CCO Module Page 17 of 58

18 Select the relevant obligation from the drop down based on customer s input. d. Defect Details Details about the defect will have to be entered by you. You can select details about the symptom by asking the customer about the issue they are facing. If you find the symptom listed in the list provided you can select it by clicking on the symptom. If there are multiple symptoms, they can be selected by clicking Ctrl key and clicking on the multiple symptoms. If the symptom provided by customer is different than the symptom available in the list then you can select other and mention the details of the same in Problem Description. Problem description field needs to be filled in with additional information provided by customer like since when the problem is occurring, etc. e. Ticket Contact Details Ticket contact details may populate automatically if available in the customer information in the system. If it gets populated automatically, validate it with the customer. If customer asks to change it, please change it. If it doesn t get automatically populated, then ask the customer to ServIT Training Manual CCO Module Page 18 of 58

19 provide this information and enter in the Ticket Contact Details. and SMS will sent to the contact details provided by customer in this section. f. The dealer and SDE information will remain blank since no component was found. These are read only fields and you do not have to take any action on these fields. g. On filling all above mandatory fields, please click on Create Ticket button. h. If you have missed any mandatory fields, then alert message will be shown to you to fill it in. i. If all the mandatory information is filled in, you will be shown a confirmatory message saying ticket created successfully. You can provide the customer with the ticket number and inform them that an and SMS will be sent to them on the contact details provided by them with ticket related details that can be used in further communication with the call center. ServIT Training Manual CCO Module Page 19 of 58

20 8. Scenario 3 Ticket After Step 2 If you find that there is no ibase that matches the description provided by the customer please search the customer information in existing pseudo tickets by clicking on Search Pseudo repository. a. If there is ticket available in the pseudo repository that matches customer s details, then you can select the ticket and click on Select and Copy Customer Details button which will copy the customer details from the selected ticket. ServIT Training Manual CCO Module Page 20 of 58

21 b. If there is no ticket available in the pseudo repository that match customer s details, then you can click on Create Blank Pseudo Ticket. 9. In both cases, this will create a Scenario 3 pseudo ticket where both Ibase and Component are not found. You will be taken to a Create Call Record tab where in certain information will be auto populated from pseudo ticket if selected and remaining information will have to be filled in by you with inputs from the customer. a. Ticket Details Section Source of the ticket will be Customer call by default. Other sources like Call from Dealer, Call from SDE, , Corporate Escalation and I-propeller can be selected from the drop down depending on the type of source of the call. If the selected customer is a NAD or VIP relevant radio button will be automatically checked. b. Customer Details Section Details about the customer will automatically populate from the previously selected pseudo ticket of the customer. In case of blank pseudo ticket, customer details will be required to be typed in. c. Component Details Section - Details about the component will have to be filled in by you since the component for which complaint has to be logged was not found on earlier screen. To select the component details, click on Select Model ServIT Training Manual CCO Module Page 21 of 58

22 button. A pop up will be shown to you where you can search the component details based on the product or model depending on what information has been provided to you by the customer. If customer does not know the exact model code, then use the product based search. Enter few characters of the product group and a list matching the entered characters will be shown to you. Select the relevant product group from the displayed list. Go to product field by using tab key of the key board and type in few characters from the product name and a list matching the entered characters will be shown to you. Select the relevant product from the displayed list. Click on Search models to see the list of models for the product selected by you. Select the required model by clicking on the radio button next to relevant model and clicking on the Select button. The information related to the selected model will be populated in create call record screen. Similarly model based search can be used to select the model by entering the model code. Select the relevant obligation from the drop down based on customer s input. ServIT Training Manual CCO Module Page 22 of 58

23 d. Defect Details Details about the defect will have to be entered by you. You can select details about the symptom by asking the customer about the issue they are facing. If you find the symptom listed in the list provided you can select it by clicking on the symptom. If there are multiple symptoms, they can be selected by clicking Ctrl key and clicking on the multiple symptoms. If the symptom provided by customer is different than the symptom available in the list then you can select other and mention the details of the same in Problem Description. Problem description field needs to be filled in with additional information provided by customer like since when the problem is occurring, etc. e. Ticket Contact Details Ticket contact details may populate automatically if available in the customer information in the system. If it gets populated automatically, validate it with the customer. If customer asks to change it, please change it. If it doesn t get automatically populated, then ask the customer to provide this information and enter in the Ticket Contact Details. and SMS will sent to the contact details provided by customer in this section. ServIT Training Manual CCO Module Page 23 of 58

24 f. The dealer and SDE information will remain blank since no component was found. These are read only fields and you do not have to take any action on these fields. g. On filling all above mandatory fields, please click on Create Ticket button. h. If you have missed any mandatory fields, then alert message will be shown to you to fill it in. i. If all the mandatory information is filled in, you will be shown a confirmatory message saying ticket created successfully. You can provide the customer with the ticket number and inform them that an and SMS will be sent to them on the contact details provided by them with ticket related details that can be used in further communication with the call center. ServIT Training Manual CCO Module Page 24 of 58

25 3.4. Call Dispatch The Call Dispatch Tab will show you the tickets that are waiting for assignment to a dealer. On selecting the Call Dispatch menu, the following screen will be presented to the user: The Queue of calls that are waiting for a dealer to be assigned will be shown with the following details in the Data Table: Ticket# Priority Status Created On Product Group Product Mobile ServIT Training Manual CCO Module Page 25 of 58

26 Landline Locked Status Locked By The Ticket # will have a hyperlink which can be clicked in order to open a pop-up Quick-view of the Ticket without processing the ticket. This option must be used whenever a ticket needs to be viewed quickly. On clicking the hyperlink, the following screen will be displayed: To close this pop-up, click on the X at the top-right corner of the pop-up screen. To Dispatch the call to a dealer, click on the Radio button next to the ticket that needs to be dispatched and click on the Select Ticket for Processing button: ServIT Training Manual CCO Module Page 26 of 58

27 Upon clicking the button, the ticket details will be displayed to the user. Scroll to the bottom of the screen and click on the button which will show a pop-up window as shown below: After entering the name of the Dealer/SDE to whom this call needs to be assigned (and/or including the city of the dealer), click on the Search button the view the results of all Dealers/SDE who match the input string: Select the dealer (Radio Button ) next to the dealer to whom the tickets need to be assigned and click on SELECT DEALER button. You will be taken back to the Ticket Details Screen with the Dealer Name populated into the text area adjacent to the Label Dealer Name * Click on the Assign Dealer button and the Ticket will be Dispatched to the Dealer by the portal (notifying the Dealer via SMS and ). The on screen notification for the successful dispatch will appear above the Queue as follows: ServIT Training Manual CCO Module Page 27 of 58

28 Dispatch Priority 1. Queued Dispatch Rejected There will be an alert highlighted in red color on top of the Call Dispatch Queue to highlight you about the number of tickets that are in Queued - Dispatch Rejected status. These tickets should be dispatched with high priority. If you see this alert on the top but can t locate the ticket in the queue then please click on the Get next 10 tickets button till the time you find the tickets are in the Queued Dispatch Rejected status. 2. Critical Machines Tickets logged against machines that are identified as critical machines by Blue Star, will be highlighted with a red color in the Call Dispatch queue and the priority of the tickets will be mentioned as Critical. These tickets need to be dispatched on high priority basis as against the tickets that have priority as normal. 3. Corporate Escalated Tickets Tickets logged as Corporate Escalation, will be highlighted with a red color in the Call Dispatch queue and the priority of the tickets will be mentioned as Critical. These tickets need to be dispatched on high priority basis as against the tickets that have priority as normal. ServIT Training Manual CCO Module Page 28 of 58

29 3.5. Retail Installation Retail Installation tab will provide you with options to Create Retail Installation Request, Installation Dispatch and View Installation Details Create Retail Installation Request The Retailer can request you to create a Retail Installation Request for a machine sold by him to the customer. Retailer can send you an with the installation request or call you to request this. To create a retail installation request 1. Go to Create Installation Request tab. 2. Ticket Details By default source of the ticket will be Retailer call. Select the Source of Ticket as Retailer if Retailer has sent you an . ServIT Training Manual CCO Module Page 29 of 58

30 3. Retailer Details Type in Retailer Name, Landline Number, and Mobile Number and id in the Retailer Details section. 4. Machine Details - Select the relevant Product Group, Product and Model from auto complete text fields. You will have to type in first few letters of the Product Group and the system will provide you with options that match the letters. Select appropriate option from the suggested list. 5. Customer Details Type in customer related details like Customer Name/Organization Name, Contact Person Name, Address, Landmark, City, Pin Code, Landline number, Mobile number and id in Customer Details Section. 6. Franchisee Details If retailer provides any franchisee details then you can fill in them in the Franchisee Details section else leave these fields blank. 7. Other Details Select the Expected Delivery Schedule Date and Time as provided by the retailer. Also type in Customer's Convenient Time Slot for Installation if provided by retailer. 8. On filling all the details as mentioned above click on Submit button. You will be shown a confirmation message stating Installation Request created successfully along with the ticket number which can be told to the retailer for his reference. ServIT Training Manual CCO Module Page 30 of 58

31 Installation Dispatch On creation of Retail Installation Request, the call goes to the Installation Dispatch queue for dispatch to relevant franchisee. To dispatch a call to the franchisee 1. Go to Installation Dispatch tab 2. You will be shown tickets that are currently waiting in Queued status to be dispatched 3. Select a ticket for dispatch by clicking on the radio button next to the ticket number and click on Select Ticket for Processing. 4. You will be shown the details of the queued installation call. Please note the customer city and Pin Code to identify the franchisee. ServIT Training Manual CCO Module Page 31 of 58

32 5. Check the excel sheet template provided to you with retail installation franchisee list and search for the Pin Code of the customer and identify the franchisee mapped against that Pin Code. 6. Click on the small blue button next to the Franchisee text box in Franchisee Details section. A pop up will be shown to you for Franchisee Search 7. In the pop up enter Franchisee Name and City and click on Search. You will be shown the list of Franchisees matching your criteria. 8. Select the appropriate franchisee from the list and click on Select Franchisee button. 9. The franchisee name and contact numbers will be populated in the call record. ServIT Training Manual CCO Module Page 32 of 58

33 10. Click on Assign Franchisee button. 11. You will be shown confirmation message that the call has been assigned successfully to the franchisee selected by you. ServIT Training Manual CCO Module Page 33 of 58

34 View Installation Details. View installation details tab will show you the details of Retail Installation Calls logged in the system. In case if a retailer or customer calls back the call center asking for which franchisee the call has been assigned to, or if customer or franchisee calls back the call center asking what is the expected time of delivery, you can go to the View Installation Details tab and provide the required information to the customer. To view installation details 1. Go to View Installation Details tab 2. Search by Ticket number, contact name, mobile number, landline number, id or by franchisee to see calls matching the criteria. 3. If a franchisee has called asking information related to a call assigned to them, select franchisee name from the drop down list and click on Search button. You will be shown list of tickets assigned to the franchisee in open status. 4. Select the ticket by clicking on radio button next to the ticket number and click on the View Details button. 5. Details related to the installation call request like Ticket Details, Retailer Details, Customer and Machine Details, Franchisee Details and Other Details will be available for view for you. ServIT Training Manual CCO Module Page 34 of 58

35 6. The required information can be provided to the caller from the available information on this screen. ServIT Training Manual CCO Module Page 35 of 58

36 3.6. Dealer Actions Dealer Actions tab provides the Call Center executive with ability to take ticket status update actions on tickets assigned to dealers on behalf of the dealers. If a dealer calls the call center and requests for ticket status update go to Dealer Actions tab. A View Tickets screen will be shown to you allowing you to search for a dealer and view tickets assigned to him. Please enter the Dealer Name and City and click on the Search button. Select the dealer from the list of dealers by clicking radio button next to the Dealer Name and clicking on Select Dealer button. This screen will have a Queue of the tickets that are assigned to the selected based on the dealer s mapping with the component against which a breakdown complaint has been logged by the customer. ServIT Training Manual CCO Module Page 36 of 58

37 II. My Call Screen Step 1 Click on a radio button next to the ticket number and click on Get ticket details. Result - You will be able to see the details such as Ticket Details, Customer Details, Component Details, Defect Details and log of history of that ticket as shown in the following screen. ServIT Training Manual CCO Module Page 37 of 58

38 III. Ticket Details Screen Based on information provided in the above screen, the dealer has to ascertain that the ticket has been rightly assigned to the dealer based on contract or their arrangement with BSL. There is a Change status button at the bottom of the ticket details which will allow you to change status of the ticket based on actions taken by the dealer on the customer complaint. If for some reason the assigned ticket does not come under the dealer s purview then you can reject the ticket in the system whereas if the ticket has been rightly assigned to you then you can accept the ticket. To do so, please click on the Change Status button. A pop-up will open showing you current status of the ticket, current estimated date/time and will allow you to change the status to a New Status and update the new estimated date/time. ServIT Training Manual CCO Module Page 38 of 58

39 IV. Ticket Status Change Screen Dispatch Accepted from Dispatched Step 2 - If you accept the ticket, select the status to Dispatch Accepted from the drop down under New Status section and click on the Change Status button in the pop up. Result The status of the ticket will change to Dispatch Accepted and you will be taken to the ticket queue again. Or Step 2 - If you reject the ticket, select the status to Dispatch Rejected from the drop down under New Status section and click on the Change Status button in the pop up. Result The status of the ticket will change to Dispatch Rejected and the ticket will be sent back to BSL again and will move out of dealer s queue. ServIT Training Manual CCO Module Page 39 of 58

40 Once the dealer responds to the Customer Complaint, please change the status of the ticket to Responded. The dealer s response time will be calculated based on the time of this action from the time of the ticket creation. V. Ticket Status Change Screen Responded from Dispatch Accepted Step 3 - Select the status Responded from the drop down under New Status section, provide new estimate date and time of completion and click on the Change Status button in the pop up. Result The status of the ticket will change to Responded and you will be taken to the ticket queue again. Following table explains the different status messages that you can see from Dispatch of the ticket to you to the final closure of the ticket. ServIT Training Manual CCO Module Page 40 of 58

41 Ticket Status Messages and the Situations in which they can be applied to the ticket Status Dispatched When this status is applied to a ticket CCO has dispatched the ticket to the dealer Dealer has rejected the dispatch if the ticket is wrongly assigned to Queued Dispatch Rejected the dealer Dealer has accepted the dispatch and the ticket is correctly assigned to Dispatch Accepted the dealer Responded Dealer has responded to the customer complaint on customer site Customer Delay Site The customer site is not available due to any reason for completion of Unavailable the work required to resolve the complaint Customer Delay There is a dispute about the obligation of the component with the Obligation Dispute customer Material is required to resolve the customer s complaint. The material Material Pending is not available with the dealer and is required to be requested from BSL Work In Progress Required material has been received from BSL or has been arranged by the dealer and the customer complaint can be resolved now Resolved The customer complaint has been resolved and Field Service Report (FSR) form has been filled in and signed by the customer Dealer have submitted customer and component related correct data Closed in the Customer Data Form (CDF) form and the ticket can be closed from dealer s side The change status pop up will guide you on the different status messages that are possible in the ServIT portal against each ticket based on the current status of the ticket. Following table explains you which status message can be applied to the ticket when that ticket is under certain status. Ticket Status Messages and the Status Messages that can be applied to the ticket Current Status Dispatched Queued Dispatch Rejected Dispatch Accepted Responded Customer Delay Site Unavailable Customer Delay Obligation Dispute Material Pending Work In Progress Resolved Closed Can be changed to Dispatch Accepted, Queued Dispatch Rejected Dispatched Responded Customer Delay - Site Unavailable, Resolved, Material Pending, Customer Delay Obligation Dispute, Queued Dispatch Rejected Material Pending, Work in Progress, Resolved, Customer Delay Obligation Dispute Resolved, Material Pending, Work in Progress Work In Progress Resolved Closed Based on the different situations, change the new status messages to the status messages that are allowed by the system. ServIT Training Manual CCO Module Page 41 of 58

42 VI. Ticket Status Change Screen Resolved Step 11 - Select the status Resolved from the drop down under New Status section and click on the Change Status button in the pop up. Result You will be taken to the Field Service Report (FSR) ServIT Training Manual CCO Module Page 42 of 58

43 VII. Field Service Report (FSR) Step 12 Fill in the required details in the Field Service Report (FSR) like physical FSR number, name of the technician who attended this call, any information you want to communicate to BSL in the Special Remarks text box. Step 13 In case of Not in contract (NIC) customers if the visit charges have been waived off based on approval from BSL executive then click on the check box with title Is visit charge waived. Enter the amount in number ex (for Rs 1000) in the Amount waived text box and enter the name of the BSL executive who provided the approval to waive off the visit charges. Step 14 The Symptoms (Problems explained by customer) will be available in the drop down for Symptom. Please select Defect (Technical problem found by the technician on inspection of the breakdown machine) and the Action Taken by you to resolve the problem. If the Defect and Action Taken are not part of the drop box please select OTHER as your response and enter details ServIT Training Manual CCO Module Page 43 of 58

44 about the Defect and Action Taken in the Special Remarks text box. You can add more symptoms to the list using Add More button in case your technician finds more problems after inspection of the machine. Step 15 Click on Submit FSR Result The ticket status will change to Resolved and you will be taken back to the tickets queue. Similarly use the change status button to change the status of the Resolved ticket to Closed. You will be taken to the Customer Data Form (CDF) VIII. Customer Data Form (CDF) The customer data form has been designed to provide all the details related to the customer to BSL so that next time the customer calls BSL, the customer details can be found quickly resulting in quicker response time to the customer complaint. It is mandatory to submit the CDF for each customer with information for the sections where information is not available. Please capture this information from the customer at the time of sign off on FSR and fill in the details in the CDF. ServIT Training Manual CCO Module Page 44 of 58

45 Step 16 Provide all details that are empty in the CDF based on information captured from the customer and click on the Submit and Close Button. You can also update customer details already available in the CDF in case they are incorrect and click on Update data button. Result The ticket status will change to Closed and the ticket will be removed from the dealer s queue. There is no further action required on this ticket from dealer s side. ServIT Training Manual CCO Module Page 45 of 58

46 3.7. Happy Call A Happy Call is a feedback call made to the customer when a ticket is closed. The Happy Call tab allows the CCO to record feedback of the closed call tickets. To record feedback of closed call tickets 1. Go to Happy Call tab 2. Select the date range for which the Happy Call needs to be performed and click on Get tickets button 3. A list of closed tickets from the selected date range will be shown to you. Select the ticket for which happy call needs be performed by clicking on radio button next to it and click on Record feedback button. 4. A feedback screen will open with details related to the ticket as Ticket number, Closed on, Source of ticket, Contact name, mobile number and landline number. Call the contact person on the contact number provided and ask the questions. Record feedback for questions 1 to 7 by clicking relevant radio button Yes/No. ServIT Training Manual CCO Module Page 46 of 58

47 5. If radio button Scope for Improvement is selected as answer to the question number 7 then please provide customer comments on what needs to be improved in the text box provided below the question number Provide the answer for question number 8 in the text box provided below the question number After filling in responses for all questions click on Submit feedback button at the bottom. If any question is not answered you will be shown a prompt red alert. You can either click on the alert or the Hide prompts button to remove those and submit missing information. 8. Your feedback will be submitted if all questions are answered and a confirmation screen will be shown to you. ServIT Training Manual CCO Module Page 47 of 58

48 3.8. Manual and SMS The Manual and SMS module has been provided in case customer/dealer/sde complains about not receiving a system generated and SMS and needs to be communicated the same information again. CCO can use this tab to send and SMS manually to the recipient Manual 1. To send manual go to the Manual and SMS tab 2. You will see two options and SMS. Click on the radio button next to An sending template will open up. 4. Please fill in the recipient s id. If a valid id is not entered a validation message will be shown and SMS will not be able to be sent. ServIT Training Manual CCO Module Page 48 of 58

49 5. If you need to send this same to multiple recipients, please click on Add Row button which will add one more row where another id can be entered. 6. Please fill in the subject and body of the message and click on Send button. The will be sent to the ids entered by you Manual SMS PLEAE NOTE THAT THE MANUAL SMS ACTIVITY WILL BE MONITORED AND SHOULD NOT BE USED FOR SENDING ANY MESSAGES OF PERSONAL NATURE OR PROMOTIONAL NATURE OR CONTAINING ABUSIVE/INAPPROPRIATE CONTENTS. EACH MESSAGE SENT FROM THIS MODULE CAN BE TRACED BACK TO THE SENDER AND APPROPRIATE LEGAL ACTION WILL BE TAKEN AGAINST YOU IF VIOLATION OF SUCH SORT IS FOUND. 1. To send manual go to the Manual and SMS tab 2. You will see two options and SMS. Click on the radio button next to SMS. ServIT Training Manual CCO Module Page 49 of 58

50 3. An SMS sending template will open up. 4. Please fill in the recipient s mobile number. The mobile number should have 10 numerical digits in it. If a mobile number with 10 digits is not entered a validation message will be shown and SMS will not be able to be sent. 5. If you need to send this same SMS to multiple recipients, please click on Add Row button which will add one more row where another id can be entered. 6. Please fill in the ticket number with regard to which SMS has to be sent to the recipient. The system will validate the ticket number and only if the ticket number is valid as per the system, SMS can be sent. A confirmation message will shown saying Ticket number is valid on entering a correct ticket number or else a validation message will be shown saying Ticket number is invalid ServIT Training Manual CCO Module Page 50 of 58

51 7. Please fill in the message contents and click on Send button. The SMS will be sent to the mobile numbers entered by you. ServIT Training Manual CCO Module Page 51 of 58

52 4. Follow Up The Follow-up tab is a multi-functional application screen that can be used to perform multiple operations on the ticket. On clicking the link for the Follow-Up tab, you will be taken to a search screen as follows: The 4 fields on the top row are user text entry fields whereas the 4 fields at the bottom are auto complete and will be populated as the user begins to type text into the fields. After entering at least one of the search parameters, click on search. For e.g. - to see all the calls logged on 14 April 2011, type B into the By Ticket # search field and click SEARCH. Below the search fields, you will see a list of all tickets that were created on 14 APR ServIT Training Manual CCO Module Page 52 of 58

53 Select any ticket by selecting the Radio Button on the ticket and click on See call history button. The number of results in every page is restricted to 10 rows. If you need to see the next 10 tickets, click on Get next 10 tickets button. The following are the buttons that will be visible to the user upon viewing the ticket details Add Follow-Up Log Click on Add Follow-up Log entry button. Select the type of entry that is required to be added to the ticket. It can be any of the following: Call to SDE Call from SDE Call to Dealer Call from Dealer Call to Customer Call from Customer Enter text into the Notes text area and click ADD NOTES TO TICKET. The Log Entry will be added to the ticket history. ServIT Training Manual CCO Module Page 53 of 58

54 4.2. Mark as Corporate Escalation A Ticket can be marked as Corporate Escalated by Selecting the Ticket from the 1st screen, click on Corporate Escalation check box and click on the Mark as Corporate Escalation button. You will be shown a confirmation prompt. After clicking on YES, the ticket will be escalated to the corporate. After the ticket has been escalated, the screen will display the following message 4.3. Re-Assign SDE SDE can be re-assigned for a ticket as follows: 1. Select the Ticket for which the SDE needs to be re-assigned and click on the SEE CALL HISTORY button ServIT Training Manual CCO Module Page 54 of 58

55 2. At the bottom of the next screen click on the button that says Re-Assign SDE 3. A pop up will be displayed to you for selection of new SDE who needs to be assigned to this call. Select the branch based on the branch of the new SDE and click on the Get SDEs button. A list of SDEs from that branch will be shown to you. Click on the radio button next to the SDE who needs to be assigned to this ticket and click on the Change SDE button at the bottom. ServIT Training Manual CCO Module Page 55 of 58

56 4. A confirmation message will be shown to you saying SDE changed successfully 4.4. Pre-close call A call can be pre closed as follows 1. Select the Ticket for which the SDE needs to be re-assigned and click on the SEE CALL HISTORY button ServIT Training Manual CCO Module Page 56 of 58

57 2. At the bottom of the next screen click on the button that says Pre-close call 3. A pop will be shown to you to provide the reason for pre-closure of the call. Type in the reason and click on the Pre-close button. 4. A confirmation message will be shown to you saying Ticket successfully pre-closed ServIT Training Manual CCO Module Page 57 of 58

58 5. Download Reports Reports related to service calls tickets will be available for download to you on the Download Reports tab. These reports will be updated daily at a pre defined timeline early morning and backdated reports up to 7 days will be made available on this tab. Reports can be downloaded in following manner 1. Go to Download Reports Tab 2. Select Expand all from the options to see the available reports. 3. Click on the report name for the required date out of available reports of 7 days 4. An excel sheet will be downloaded to your computer based on your download preference settings. If your normal download settings are Desktop then the excel sheet will be downloaded to your desktop. If your settings require you to select a download location, then please select the download location on your computer where you want this report to be downloaded. ServIT Training Manual CCO Module Page 58 of 58