Subject: Re: Challenges with LSM team
From: Saurabh Dadu <[email-masked]>
To: Hasan Razakhan <[email-masked]>
Cc: Yahia Taha <[email-masked]>, Deepak Devasia <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Muralidharan Gunjur <[email-masked]>
Date: Wed, 1 Sep 2021 15:05:20 +0000

Hi Hasan,

Thank you for your email. The team in KSA is currently live and is handling incoming customer contacts on WhatsApp and email. However as the team is a very new to this, speed is very slow. Ths India team is having to pitch-in to handle the volumes. I Expect that the speed would pick up over the next couple of weeks as they get more experienced with the systems and the work. I will keep you up-to-date.

Regards,

Saurabh Dadu
LiveSalesman

On 31-Aug-2021, at 12:43 PM, Hasan Razakhan <[email-masked]> wrote:

Thanks for your revert.

Hope all customer interface and communication to end customer is done by Saudi National from KSA, pls confirm.

Thanks & Regards

Hasan Raza Khan
Inventory Controller
Home Box - KSA
Phone: +966 58 1269295  Tel: +96611 2794615 Ext: 4615 | Fax:+96611 2078386
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia
www.homeboxstores.com | www.landmarkgroup.com
<http://www.landmarkgroup.com/>
<http://www.landmarkgroup.com/>
<http://www.homeboxstores.com/sa/en>

From: Saurabh Dadu <[email-masked]>
Sent: Tuesday, August 31, 2021 10:07 AM
To: Hasan Razakhan <[email-masked]>; Yahia Taha <[email-masked]>
Cc: Deepak Devasia <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Muralidharan Gunjur <[email-masked]>
Subject: Re: Challenges with LSM team

External email sender, please take precaution.
Dear Hasan,

Thanks for your email. The HB KSA team has been trained, and they have been handling live customer interactions.

We've had some attrition in KSA, so the team strength in KSA was down to 5, the replacements have been hired and under training.

For all official purposes, HB Team for KSA has been nationalised.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Sent: 31 August 2021 11:51 AM
To: Yahia Taha <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>
Subject: RE: Challenges with LSM team

Dear Saurabh,

Can you pls advice status of Saudization.

As per last meeting it was committed to be completed by 16th Aug 2021.

Thanks & Regards

Hasan Raza Khan

Inventory Controller

Home Box - KSA

Phone: +966 58 1269295  Tel: +96611 2794615 Ext: 4615 | Fax:+96611 2078386
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416148241%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=RPPt72thZ4b8cYlBG31VuyqqBVbh71O%2B6GZt0e3s3oc%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416158196%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ZyA0Yg0sBspbK9skwnp2fjxBhsHd1o42ijukLPSjFwI%3D&reserved=0>
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From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: Monday, August 30, 2021 11:48 AM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Subject: RE: Challenges with LSM team

Dear Saurabh,

Could you please update about below points as agreed on last meeting.

Nationalization status

Saurabh

As confirmed by Saurabh by 16th August will be 100 % in KSA and back office from India

16-Aug

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416168154%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=NM4v6oLY2AyfNImKgO5pIGdV8oaK6PZ6JRzYOk8Y29U%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416168154%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=nIjH9ewpS%2B5v1%2FmE9asZRrmp9IBqTyRNbYPy1zUHbK4%3D&reserved=0>

From: Yahia Taha
Sent: Tuesday, August 10, 2021 6:21 PM
To: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; 'Saurabh Dadu' <[email-masked]<mailto:[email-masked]>>; 'Shakeeb Arsalan' <[email-masked]<mailto:[email-masked]>>
Cc: Deepak Devasia <[email-masked]<mailto:[email-masked]>>
Subject: RE: Challenges with LSM team

Dear all,

Thanks for attending the meeting below are the MOM points.

@Shakeeb Arsalan<mailto:[email-masked]> please check attached few examples for the point of process awareness, will share more during our call.

Point

Owner

Details

Deadline

Ageing open tickets

Shakeeb

Shakeeb to check with team the cause of ageing open tickets and revert with any support require to close

Tomorrow

Process awareness

Yahia

Yahia to share some examples to check with the team and get it fixed

Done

Communication

Shakeeb\Yahia

Need to have daily 15 minutes meeting to share the feedback and challenges

From tomorrow

Nationalization status

Saurabh

As confirmed by Saurabh by 16th August will be 100 % in KSA and back office from India

16-Aug

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416178112%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=VPhyV2Pn0qzASuibqxxQ037xC4yHVz0%2Fz1bYhMttO2A%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416178112%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=l%2BgwT5yUFWaAHSliXQxe1Wt1iYZX0pD%2FIeXSmGBRvDA%3D&reserved=0>

From: Yahia Taha
Sent: Monday, August 9, 2021 12:42 PM
To: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: Challenges with LSM team

Dear Hasan,

This is to bring to your kind notice that I’m facing some challenges with LSM team and the same is impacting our performance negatively.

  1.  Communication issue, after Niren left I’m not able to reach Shakeeb or Alan to have weekly catch-up meeting
  2.  High volume of ageing tickets beyond 10 days as of yesterday’s report we have 138 what’s app tickets 67 Emails and 10 Facebook.
  3.  Based on dealing with the tickets from LSM side it seems there is process awareness issue with them.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416188059%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=NxKzmv9eydeGSvh762jnapRTKaWIkcRyLWRnHnlIoT8%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Chasan.razakhan%40landmarkgroup.com%7C1803168fcaa04e33178908d96c4df8e0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637659904416188059%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=upZYOrkPg8X21t5IMKT6K8DjWm9dVTj3yJa03yBB3Yk%3D&reserved=0>

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