Subject: Re: LSM Escalations to DXB - February 2023
From: Manish Kumar <[email-masked]>
To: deeksha <[email-masked]>
Cc: Nikhil Bishnoi <[email-masked]>, Apoorv Joshi <[email-masked]>, Anamika Gupta <[email-masked]>
Date: Mon, 27 Feb 2023 02:56:43 -0700 (MST)

Hi Deeksha, 

Please find the below update report. 

Regards, 
Manish 

From: "Anamika Gupta" <[email-masked]> 
To: "Manish Kumar" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]> 
Sent: Monday, February 27, 2023 3:22:43 PM 
Subject: Fwd: LSM Escalations to DXB - February 2023 

Hi Deeksha, 

We observed the data for DXB escalations from 1st Feb 2023 to 23rd Feb 2023, as per the report, agents raised 216 tickets in total which are bifurcated as below: 

Type 	COUNT of Ticket ID 	Sample count 	Sample Size 
Complaints 	92 	33 	35.87% 
Inquiry 	124 	34 	27.42% 
Grand Total 	216 	67 	31.02% 

We observed the sample size of the above mentioned count for the two types of escalations to DXB and the bifurcation of the sample size is as below: 

Category (Inquiry) 	Total Count 	Sample count 	Sample Size 
Product Inquiry 	17 	9 	52.94% 
Delivery Follow up 	31 	10 	32.26% 
Click and Collect Follow up 	13 	5 	38.46% 
Return Request/Creating RMA/Return to Store/Exchange 	33 	10 	30.30% 

Category (Complaints) 	Total Count 	Sample count 	Sample Size 
Damaged/Manufacturing Fault 	18 	8 	44.44% 
Late Collection (Returns) 	36 	12 	33.33% 
Late Delivery 	12 	5 	41.67% 
Missing Item/s 	6 	3 	50.00% 
Refund Complaint 	11 	5 	45.45% 

Below are the observations we had for these audits: 

Inquiry Tickets 
Category 	Current Process 	Problem statement - Why it was raised to DXB 
Product Inquiry 	Agent have to raise request for all product information (except availability on store) which are not available on the website to the team to check and confirm 	No response recieved from the concerned team after 2 follow ups 
Delivery Follow up 	Agents raise request to deliver the item post TAT 	No response recieved from the concerned team after 2 follow ups 
Click and Collect Follow up 	Agent raise request for CnC order status update, late delivery, or item issue to the store spocs 	No response recieved from the concerned team after 2 follow ups 
Return Request/Creating RMA/Return to Store/Exchange 	Agents raise request to the WH team, concept head for approvals on refund/returns and issues with the return collections 	No response recieved from the concerned team after 2 follow ups 

Complaint Tickets 
Category 	Current Process 	Problem statement - Why it was raised to DXB 
Damaged/Manufacturing Fault 	Agent raise esc to concept head for approval for refund/return/replace 	No response recieved from the concerned team 
Late Collection (Returns) 	Agent raise request to WH team for the pick up of delayed returns 	No response recieved from the concerned team 
Late Delivery 	Agent raise request to WH team for delayed delivery (item not left WH yet) or carrier partner for the in transit issues 	No response recieved from the concerned team 
Missing Item/s 	agent raise to concept head for the approval of refund after confirmation recieved from WH 	No response recieved from the concerned team 
Refund Complaint 	Agent raise ticket to DXB for cancellation of RMA/order status update on hybris 	Do not have access to cancel the RMA/update the status of order in Hybris 

We also observed 2 agent opportunity within the Inquiry tickets (1 for product inquiry and 1 for return request creation) and we have prepared the action plan to mitigate the gap here: 

Agent Opportunity 
Category 	Action Plan 
Inquiry Tickets- Missed to raise the first escalation to the correct team 	1.Shared the detailed feedback with the agent 
2.Adding these agents to focus group to ensure minimal errors 
3. Daily reiteration to be done with the team to ensure no repeat errors are observed 

I am attaching the audit file here for your reference: 

https://docs.google.com/spreadsheets/d/1_N9Sxdf2zs7N1pjcNj-LFnfnfKH03FfD_XiGyWflne4/edit?usp=sharing 

Regards, 
Anamika Gupta 

From: "Faraz Lohani" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]>, "Manish Kumar" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "jessie caparas" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "deeksha" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Thursday, February 23, 2023 6:08:33 PM 
Subject: LSM Escalations to DXB - February 2023 

Hi Team, 
We have noticed that the team’s escalation contribution to DXB has spiked in the last 4 months. 
Please find the top 5 escalation drivers for the month of February. 
Please go through your numbers & let’s discuss these points on Monday. I’ll be sharing a Teams invite for this. 
The goal is to ensure that the agents are fully equipped & empowered to resolve cases from their side & minimal intervention is required from our side. 
FARAZ LOHANI 
Vendor Support & Escalations Specialist – Landmark Digital 
+97145172173 
Landmark Group HQ, Marina, Dubai, UAE. 
[ http://www.landmark.digital/ | www.landmark.digital ] 
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ]