Notes

SAAL- Service As a Listing

Context- There is a 3-4% failure rate in SAAL where installation service is not generated, but the product is eligible for installation.

Why does it happen- Tech issue/customer opted out



What is the suggestion- CS will pick these cases when an order is placed, outcall the customer to inform that the service timeline is not generated for installation and confirm if he would like to have an installation arranged post delivery

Impact- ~78 bps on Large RR, ~85 bps on Large Furniture RR

Workflow:
Data will be pulled by the Design/FB team, where the product is installable, but the ticket is not generated for installation.
Bulk incidents will be created under ADHOC notification and moved to Design pilot 15. Any cancelled orders will be excluded
Customers will be called, and informed that the installation service is not generated and ask the customer if installation is needed post delivery.Charges will be informed basis update the catalog if customer asks about it. Comms template
Customer says installation is not needed- Inform customer about the delivery promise date and close the case. If customer asks about return policy, inform customer it won't be void and will be calculated 10 days from the date of delivery
Customer says installation is needed- Inform the customer, that once the product gets delivered a new call will be logged and normal TAT for installation will be 2-3 days for completion from the time it's logged. If the customer says the address needs to be changed for installation, inform the customer that if the pin code is serviceable we can honour it. Keep a followup on delivery promise date and fill the form.
Incident level notes will be added once the calls are logged with a promise date also, they can also be seen in the tracker and CRM.
CS design will keep a track of these cases in the backend and log manual calls in bulk once orders are delivered.
Order cancelled anytime- Solved NRR without calling
Order delivered- Call the customer, login to CRM and check if call is logged/ check incident level notes
Call logged Share the promise date and followup till installation completion.
Call not logged- Send a mail to [email protected], [email protected].
Installation cancelled- Confirm address and phone number, and fill the form.
If a customer says he needs installation later, ask time when needed- He says post 5 days close case and ask to contact Flipkart or brand when needed. Post 30 from date of delivery, days he needs to contact the brand only.
Installation done- Confirm and close
Installation delayed- Fill the form (Select Submit a new escalation, Source- Proactive escalations) and take a time of 24-48 hours for resolution. Keep the incident in followup and setup a followup time of 48 hours
Customer called post 48 hours(Check what is the response given by BSD team in the tracker ,Check all the sheets):
Installation done- Confirm with the customer and Close the case.
Installation not done, ask customer if any call was made, appointment was taken
Customer dependency- Follow steps mentioned under “Customer rescheduled for future date, ask when Installation needed”
Jeeves/brand dependency-Follow Up till Installation completion.


Updates
Incident handling/ followup mechanism
1st touch- Post 2 day of order placement
Solve- Installation not needed
Solved NRR- Order cancelled
Internal update for 4 hours- RNR(3 attempts)
Internal update(Delivery promise date)
2nd touch- On delivery promise date
Internal update for 4 hours- RNR(2 attempts)
Internal update(Installation promise date)
3rd touch- Installation completion date
Solve-Installation completed
Customer update- RNR
Internal update(Installation breached only- 2 days)




Volumes seen in past where the ticket is not generated is as below:

Date
not_created
saal_drop_cart
actual_orders
service_eligible_orders
%_orders_overall
%_orders_withnocartdrop
9/19/2020
689
405
284
17852
3.90%
1.60%
9/20/2020
948
549
399
23458
4.00%
1.70%
9/21/2020
398
195
203
9062
4.40%
2.20%
9/22/2020
345
183
162
8022
4.30%
2.00%
9/23/2020
400
201
199
7719
5.20%
2.60%
9/24/2020
371
192
179
7411
5.00%
2.40%
9/25/2020
367
174
193
7809
4.70%
2.50%
9/26/2020
338
133
205
6494
5.20%
3.20%
9/27/2020
309
150
159
6303
4.90%
2.50%
9/28/2020
361
170
191
6380
5.70%
3.00%
9/29/2020
333
163
170
6952
4.80%
2.40%
9/30/2020
329
155
174
6376
5.20%
2.70%
10/1/2020
362
180
182
6151
5.90%
3.00%
10/2/2020
317
161
156
6453
4.90%
2.40%
10/3/2020
296
151
145
5819
5.10%
2.50%
10/4/2020
262
129
133
5828
4.50%
2.30%
10/5/2020
254
111
143
5396
4.70%
2.70%
10/6/2020
277
138
139
5124
5.40%
2.70%
10/7/2020
226
116
110
4950
4.60%
2.20%
10/8/2020
287
123
164
5087
5.60%
3.20%
10/9/2020
247
96
151
4571
5.40%
3.30%
10/10/2020
249
127
122
5230
4.80%
2.30%
10/11/2020
230
104
126
5405
4.30%
2.30%
10/12/2020
242
135
107
4750
5.10%
2.30%
10/13/2020
253
110
143
4776
5.30%
3.00%
10/14/2020
226
94
132
4723
4.80%
2.80%
10/15/2020
6637
2662
3975
136458
4.90%
2.90%
10/16/2020
6500
3009
3491
182102
3.60%
1.90%
10/17/2020
4501
1960
2541
130601
3.40%
1.90%
10/18/2020
3518
1488
2030
103882
3.40%
2.00%
10/19/2020
2692
1134
1558
75669
3.60%
2.10%
10/20/2020
2597
1071
1526
71784
3.60%
2.10%
10/21/2020
3784
1546
2238
101926
3.70%
2.20%
10/22/2020
686
249
437
13635
5.00%
3.20%
10/23/2020
585
252
333
13511
4.30%
2.50%
10/24/2020
556
224
332
12775
4.40%
2.60%
10/25/2020
532
225
307
13191
4.00%
2.30%
10/26/2020
564
242
322
11590
4.90%
2.80%
10/27/2020
472
183
289
9538
4.90%
3.00%
10/28/2020
441
160
281
8920
4.90%
3.20%
10/29/2020
2316
1094
1222
60540
3.80%
2.00%
10/30/2020
1263
548
715
35479
3.60%
2.00%
10/31/2020
1129
490
639
32567
3.50%
2.00%
11/1/2020
1115
502
613
31067
3.60%
2.00%
11/2/2020
1038
456
582
28811
3.60%
2.00%