Notes

Maricris

1/10/23
DEACT- 4
FDD- 3
MIG- 25
FP-FP-
FP-PR- 15
PR-PR- 10
OTR- 3
VR- 1
VR SAVE-
CLEARED- 3
BALANCE OPPS- 4
RE OPPS- 3
RE SALE- 2
CONV. OPPS- 2
CONV. CLOSE- 2


MIG
477480248062 FP-P
414004137099 FP-P (2)
104387898089 FP-P (2) to adv
1-23730839352 P-P
441224960070 FP-P
446293927768 FP-P
458058476776 FP-P (2) CLEARED/OPS
445448077829 P-P OTR1
303993004751 P-P (2)
415495116657 P-P
404803664165 FP-P CLEARED/OPS
431867238880 P-P OTR1
300838791743 P-P
409528430904 FP-P
459789337192 FP-P
444166604828 FP-P
456791311745 FP-P
419790694922 P-P
496235519863 FP-P
452459672757 P-P
423046960441 P-P OTR1



Deact
492581772960 came from trial extension. fdd
461108238860 - medical issues and cancelled before. deact
477941876181 NL deact fdd
437759524245 NL deact fdd


VR
429241843561 VR

>
462902373536 CLEARED/OPS
496235519863 CON. SALE (2)
CON CLOSE
480167732798 OPS
435427656920 RE SALE
RE OPS


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
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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