Test Article L2 Process

ARTICLE ID : 23084 13 Feb, 2025 16:41 Flipkart Jeeves Test

L2 PROCESS: INSTALLATION | MAINTENANCE



Key Points:

  • For all 1 CR cases, when the L1 consultants escalate the issue for investigation, a corresponding incident is created with Jeeves to check the reason for the issue and share an update.

Note: Once an incident is updated in Jeeves IMS, the same information passes to the Kapture tool as well

  • If any update needs to be shared with the customer, the consultant should outcall the customer, provide the relevant information and close the case

  • If more time is required, follow up with the customers and request them to wait until the shared ETA

  • If the issue has been resolved in the Jeeves IMS incident, the corresponding Kapture incident will also be automatically resolved




SNo.

Scenarios

Process to be followed

1

Customer contacts and complains that there is a Delay in Installation/Maintenanc e Service

  • Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

  • Check if any incident is created by Jeeves or the Brand:



Incident is Created by Jeeves or Brand:


  • Check the incident created by Jeeves or Brand and look for the reason for the delay


Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well


  • Now check if the update states as:


  • Call (Installation) Completed

  • Call (Installation) In Progress

  • Call (Installation) Cancelled due to any Customer Dependency Reasons

Update is Call Completed:

  • When an installation gets completed the Kapture






incident gets auto-resolved

  • Hence, if the customer contacts and asks for the status, inform him/her that it is updated as Call Completed

Update is Call in Progress:


  • Jeeves or Brand will update the Installation Date and the reason for the delay

  • Share the same information with the customer

Update is Call Cancelled due to Customer Dependency reason:


  • Call the customer and inform the customer about the status

  • Probe the customer if he/she still wants the installation to get completed


Customer agrees:

  • Raise another ticket

  • Close the case


Customer does not agree:

  • Close the case

Note:

2

A customer complains that the Technician damaged his/her property

  • Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

  • Check the status updated in the incident by Jeeves or Brand


Incident is Created by Jeeves or Brand:

Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well


  • Now check if the update states as:

    • Yes something was damaged and Jeeves will fix it

    • No damage happened from Jeeves/ It’s customer induced damage

  • Update is Yes something was damaged and Jeeves will fix it:

    • Ask the customer to wait for an update from






Jeeves or Brand

  • Follow up with Jeeves or Brand to share the Oathkeeper TAT

  • Update is No damage happened from Jeeves/ It’s customer induced damage

    • Inform the customer that the technician has not caused any damage

    • Close the case

  • Additional time needed: If Jeeves or Brand has not reverted with any conclusion, then Additional time needed status will be updated

    • Inform the customer to wait till the time mentioned

3

A customer complains that the technician is asking for an extra amount

  • Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

  • Check if any incident is created by Jeeves or the Brand:



Incident is Created by Jeeves or Brand:

  • Check the incident created by Jeeves or Brand and look for the reason for the delay


Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well


  • Now check if the update states as:


  • Charges taken for some accessory

  • Customer bought a movable wall mount/ got some extra work done during installation

  • Refund done/ will be done by field team

  • Update is Charges taken for some accessory:

    • Notify the customer about the status update and provide an explanation for the additional charges

  • Update is Customer bought a movable wall mount/got some extra work done during installation:

    • Notify the customer about the status update and provide an explanation for the additional charges






  • Update is Refund done/ will be done by field team:

    • Inform the customer about the status update

    • Follow up with Jeeves or Brand to share the Oathkeeper TAT

Note:

4

A customer contacts and complains that the Service Technician picked up the product and promised to return within 4-5 days but there have been no updates since then

  • Check with the relevant branch and share details with customer

  • Keep the case open until the customer’s issue is resolved