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eFSR

eFSR. Status : 6 th May.2012. eFSR Status . JH. eFSR Status. eFSR Status. GAPs VS Action Plan. Under Progress Issues. e CONNECT. 9229319199 SMS Based Complaint Registration Time Bound Escalation SMS & Auto Mails For Complaint alert, Escalation & Closure information.

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eFSR

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  1. eFSR Status : 6th May.2012

  2. eFSR Status JH

  3. eFSR Status

  4. eFSR Status

  5. GAPs VS Action Plan

  6. Under Progress Issues

  7. eCONNECT

  8. 9229319199 SMS Based Complaint Registration Time Bound Escalation SMS & Auto Mails For Complaint alert, Escalation & Closure information. Complaint ticket reopening Facility If customer is not satisfied. Complaint closure directly through site by eFSR submission.

  9. 25 Simple SMS To Log Complaint • E Connect is our effort to empower customer to connect to us for any issues without searching for whom they should contact. • Customer is need to know his Site ID or Engine serial number. • Just after logging complain through SMS customer will get Respective MAGIECS technician at his site . • Ticket can be raised either based on the Site ID or Engine No. if aTicket is closed , it can be reopened by selecting Reopen and entering the old ticket No. and reason for reopening

  10. For Basic Mobile Phones (Simple Text SMS) Text SMS Customer just Need to go to text SMS from any of the mobile. He can log a complaint with the help of Engine Serial number & Site ID Both IF he Know Site Id he has to enter following text …..Siteid<Space>IN-1234567<Space>My DG is not starting IF Customer Know Engine Serial number he has to enter following text ….Enginesrno.<Space>P4I8AC1234Space>My DG is not starting Complaint Acknowledg-ement forCustomer

  11. Immediate Complaint Acknowledgement Complaint Alert For MAGIEC Within a seconds …. After Sending complaint SMS, Customer is getting acknowledgement SMS with Ticket number for future communication. Same Time MAGIEC is also getting Complaint Alert on His Mobile If Complaint Kept unresolved time bound MAIL & SMS based auto escalations will be started. Example of escalation - Alert For CCM Complaint Closure Information for Customer

  12. Complaint closure through eFSR • No need to access portal for complaint closure. • Closure – Directly through Site (Real Time) • Immediate Closure Information to customer • Immediate report generation on Portal (Accessible from any where). • Enhance Service Validation & quality audit with help of Photographs & Customer Picture. • Technicians location tracking

  13. Complaint Closure Information to Customer After Submitting eFSR through mobile immediately portal complaint will get closed. After Complaint closure portal will send SMS to customer on Closure information. If Customer is not satisfied he need to raise reopening call with 8 Hours from closure.

  14. Complaint Closure on portal – Reports After submission of eFSR Portal Complaint will get closed immediately & eFSR report will be available . Through this portal data we will able to generate SLA & Other Reports.

  15. Auto Escalation 96 Hrs If Complaint not closed within time auto escalations will start. 48 Hrs 8 Hrs 2 Hrs

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