Notes

MARICRIS

1/11/23
DEACT-
FDD-
MIG- 12
FP-FP-
FP-PR- 7
PR-PR- 5
OTR- 2
VR-
VR SAVE-
CLEARED- 2
BALANCE OPPS- 2
RE OPPS- 3
RE SALE- 2
CONV. OPPS- 1
CONV. CLOSE-


MIG
119621022 P-P OTR1 (2)
460960738893 FP-P (2)
428173560863 FP-P OTR1
1-8978530406 FP-P
477609426294 FP-P
432364166055 P-P
304989088529 P-P (2)
508059328367 FP-P
304658680321 FP-P



Deact


VR


RE CLOSED 1
RE SALE 1
506542873596 RE CLOSED 1
RE OPS 1

Schoring
CR 24.07
MER 5.35
FP-FP 17.24
IR 87.50
LOE 12.50 P
BCR 75 P
CONV STR 20.83
REACT STR 44.44
COMBINE 30.95
FDD 35.71
CREDIT 5.34
PD 99.13 P


EIR 1/11/23
* 1 313-220-5307 Ghost call 8:27AM
* 403837814865 cx looking for a us representative because he have a question about his vehicle since he received the letter that his vehicle is eligible on a trial and he wants to know the basic price for year. and he provided me the radio id and wants to connect to us rep. then hung up. 9:37AM
* 9143594943 not verified, hung up starting the call 9:59AM
*517869236088 Cx called in to remove the mailing address on the account because the account holder is no longer associated in the company and she wants to cancel the service which is on a trial service. No changes made. 3:46PM




EIR 1/10/23
14017374487 not verified 12:03PM
436462927775 12:18PM accidentally click the ghost call instead of wrap up.

EIR 1/6/23
I-85105028 Multiple Interaction 8:35AM
434394576929 Cx wants to send a signal on the radio but when checking the radio id cx hung up since he will go back to work. 4:15PM

EIR 1/5/23
454187903521 Cx paid for the bill for the first payment and after paying wants to refund it and don't want to pay for the second payment and hung up. 10:03AM
455083572611 wants to activate 1 week for rental car and cx hung up. 11:43AM





451477341461 Mention he will research the account because of the balance and hung up 11:49AM
511719262067 Cx have a question on the account for the bill and mention that she will contact the bank to confirm then hung up. 12:38PM
303812474396 Ghost call, not verified 12:47PM


https://sxm.lumenore.com/sxm-enterprise/#/home
EED$936ffr

Transfer, Care_ATS
Transfer, Care_Auto_Dealer_Support
Transfer, Care_CCPA
Transfer, Care_Marine_Aviation
Transfer, Care_Military_Verification
Transfer, Care_OnLine_Sales_Support
Transfer, Care_Onshore_Transfer
Transfer, Care_Retail_Support
Transfer, Care_Saves
Transfer, Care_SCT
Transfer, Care_Spanish
Transfer, Music_for_Business
Transfer, SUP_SCTWAH_Results
RES_Tier_1_SUP

MUST READ!!! OEM ESCALATION PROCESS

Hi Team –

Please see OEM Escalation directly from SXM.

Make sure that all our agents are aware and should strictly follow the process (exception of step #5 as we need to contact chat support for the activation of trial)

OEM ESCALATION PROCESS

1. CHECK IF THE CUSTOMER HAS AN EXISTING ACCOUNT •If the radio is inactive/never been activate in any account. Activate the radio in customer existing account.

2. GATHER THE OEM ESCALATION DETAILS Account#: Brand New/Used Car: Length of Trial Request: (check the eligible trial in ASC titled: OEM Trial List) Radio ID/ESN: Year/Make/Model: VIN# (must consist of 17 alphanumeric) With Infotainment: (Yes/No) Date of Purchased:



IMPORTANT! •Make sure that all information are documented in the account notes •If the vehicle was purchased a months ago, ask "why calling today...what happen"? NOTE: Normally SXM Trials are given when 1st purchased not months later Could be a good reason...perhaps radio was replaced

3. VALIDATE THE RADIO ID AND VIN# (using VIN Look Up)

IMPORTANT! RADIO ID •Radio ID must be verified on Channel 0 •Check if it’s already been activated on a different account/Already been activated on customer account. •Check the PLAN LIST or NOTES if the trial is already consumed.

VIN# •Once you gathered the OEM Escalation details, use the VIN Look up and check if the vin# is aligned with the radio id. If its not aligned the radio might be a replacement radio. Then search the old radio id on your CEP and if its active under customer information process SWAP.

If the radio is active under different owner/inactive under different account contact Support Line so that they can create a ticket for VIN alignment.

4. UPDATE CUSTOMER INFORMATION •Before processing OEM Escalation, make sure that the account is under customer information (NAME/BILLING ADDRESS/EMAIL/PHONE#)

5. USE THE CODE OEMESCALATE/UCTRIALAA •Use the code OEMESCALATE and put the radio under 3 months OEMESCALATE Demo if the vehicle is Brand New. •Use the code UCTRIALAA and put the radio under Platinum 3 Months Trial if it’s a Used Car. •If the vehicle is Brand new and eligible for data trial make sure to put 3 months oemescalate demo as well in Traffic and Travel Link. • Ask for the preferred username to be use on his streaming.



6. PROCESS ACCOUNT CONSOLIDATION •If customer has an existing account process account consolidation.

IMPORTANT REMINDER: Do not process SCT or adding follow on plan if the radio is under OEM Escalate Demo