Subject: RE: SLA not met for Chats & Emails
From: Saurabh Dadu <[email-masked]>
To: Yahia Taha <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Sun, 2 Jan 2022 15:35:42 +0000

________________________________
From: Yahia Taha <[email-masked]>
Sent: Sunday, January 2, 2022 3:30:16 PM
To: Saurabh Dadu <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>
Subject: RE: SLA not met for Chats & Emails

Yes please.

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=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]>
Sent: Sunday, January 2, 2022 5:57 PM
To: Yahia Taha <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.

Dear Yahia,

Tomorrow I am out, can we do Tuesday, anytime that is comfortable for you?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 02 January 2022 7:49 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: SLA not met for Chats & Emails

Dear Saurabh

Can we arrange this on Monday at 15:30 KSA timing.

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=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 28, 2021 1:35 PM
To: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.

Hi Yahia,

Apologies for the delay. I have another meeting at 14:30 KSA time. Can I please propose 17:00 KSA time today?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 27 December 2021 9:01 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: SLA not met for Chats & Emails

Dear Saurabh

We can arrange teams meeting tomorrow at 14:30 KSA timing and will involve Mr. Murali if needed, kindly schedule the meeting add my self and Mr. Hasan from home KSA.

Please make sure to have an action plan in place and supportive data.

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=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 27, 2021 4:18 PM
To: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Ashick Ali <[email-masked]<mailto:[email-masked]>>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.

Dear Murali,

Thanks for your email. I've studied the numbers. Would you be available to set-up a call to go over these.

I can be available on any day convenient to you.

Kind regards,

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>
Sent: 26 December 2021 3:23 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Ashick Ali <[email-masked]<mailto:[email-masked]>>
Subject: SLA not met for Chats & Emails

Hi Saurabh,

We have observed SAL’s are not met for chats & email responses. This is causing lot of customer dissatisfaction. Need an action plan from you & detailed understanding as to how many people manage these activity & show us segregation of employees for each task. When compared to other brands with Landmark HB has the lowest email to order ratio, still handling is alarming.

KSA

Emails volume

What’s app volume -LSM

Live Chat Volume-Crystel

Email to Order ratio

Chat to Order ratio

Average response time

Calls Average Handling time

LSM

What’s app (sec)LSM

Email-LSM

Chat (sec)Crystel

Target

-

-

-

-

-

30

24h

30

240

Nov’21

1190

15912

2186

0.80%

11.20%

119

67h

67

375

Avg. L3M

2429

28242

2750

0.70%

8.30%

97

21h

69

397

YTD Nov’21

5185

50825

6174

0.90%

8.90%

113

29h

122

364

GS MuraliDharaan

National Concept Business Head (NCBH)

Home Box - KSA

Phone: +966 54 943 1127 Tel: +96611 207 8292 Ext: 4614 | Fax: +96611 2078386

Email: [email-masked]<mailto:[email-masked]>
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia
[www.homeboxstores.com]www.homeboxstores.com | [www.landmarkgroup.com]www.landmarkgroup.com

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. www.landmarkgroup.com<http://www.landmarkgroup.com>

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. www.landmarkgroup.com<http://www.landmarkgroup.com>

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. www.landmarkgroup.com<http://www.landmarkgroup.com>

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. www.landmarkgroup.com

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