Subject: FW: Escalation martix | Courier Partners
From: Yahia Taha <[email-masked]>
To: Saurav Chakraborty <[email-masked]>, Niren Dsouza <[email-masked]>
Date: Mon, 1 Feb 2021 13:48:48 +0000

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: Akshay Rao <[email-masked]>
Sent: Monday, November 9, 2020 8:39 AM
To: Muralidharan Gunjur <[email-masked]>; Nalineedhar Kasibhatla <[email-masked]>; Sameer Sadiq <[email-masked]>; Yahia Taha <[email-masked]>; Ali MoosaAlasfoor <[email-masked]>; Ali Matrook <[email-masked]>
Subject: FW: Escalation martix | Courier Partners

Dear Team,

Below is the updated escalation matrix for courier partners which is to be followed from now onwards.

CCC SPocs are marked below but keeping you in loop so that all are aware.

Thanks,
Akshay

From: Akshay Vohra <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 9, 2020 9:22 AM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>; Tejendra Singh <[email-masked]<mailto:[email-masked]>>; Udaykiran Kandarpa <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Hisham Hamdy <[email-masked]<mailto:[email-masked]>>; Siddarth Bhide <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ebtehal Sayed <[email-masked]<mailto:[email-masked]>>; Faizal Maradeya <[email-masked]<mailto:[email-masked]>>; Anand Rengarajan <[email-masked]<mailto:[email-masked]>>; Akshay Rao <[email-masked]<mailto:[email-masked]>>; Arun Subramanian <[email-masked]<mailto:[email-masked]>>; Walaa Hassan <[email-masked]<mailto:[email-masked]>>; Mohamedashraf salem <[email-masked]<mailto:[email-masked]>>; Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>; Kunal Dhiman <[email-masked]<mailto:[email-masked]>>; Martin Lacey <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Lalit Ratnala <[email-masked]<mailto:[email-masked]>>; Sanjana Suresh <[email-masked]<mailto:[email-masked]>>
Subject: Escalation martix | Courier Partners

Dear All,

Further to the mail below, please find attached the updated escalation matrix for courier partners (for all territories).

From Central E-comm team, Sanjana Suresh will be the SPOC for CS. Please reach out to her in case of any clarifications required.

Regards
Akshay
From: Kapil Mathur
Sent: Monday, October 5, 2020 2:34 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>; Tejendra Singh <[email-masked]<mailto:[email-masked]>>; Udaykiran Kandarpa <[email-masked]<mailto:[email-masked]>>; Mahmoud Abdellatif <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Hisham Hamdy <[email-masked]<mailto:[email-masked]>>; Haytham Reyad <[email-masked]<mailto:[email-masked]>>; Siddarth Bhide <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ebtehal Sayed <[email-masked]<mailto:[email-masked]>>; Faizal Maradeya <[email-masked]<mailto:[email-masked]>>; Anand Rengarajan <[email-masked]<mailto:[email-masked]>>; Akshay Rao <[email-masked]<mailto:[email-masked]>>; Arun Subramanian <[email-masked]<mailto:[email-masked]>>; Walaa Hassan <[email-masked]<mailto:[email-masked]>>; Mohamedashraf salem <[email-masked]<mailto:[email-masked]>>; Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>; Kunal Dhiman <[email-masked]<mailto:[email-masked]>>; Martin Lacey <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Lalit Ratnala <[email-masked]<mailto:[email-masked]>>
Subject: RE: HC & HB: CS Plan Discussion

Dear all,

PFA the escalation matrix to be followed, which has been shared by the Supply Chain team. This is applicable to both Home + Non-home businesses and Supply Chain team will share any updates prior to WW'20, if applicable. Please ensure to fully adhere to this matrix.

@Martin<mailto:[email-masked]>, @Mustehsan<mailto:[email-masked]> - in our next meeting with Home-CS teams, would be great to discuss the key checks that CS agents should do prior to escalating issues to higher levels.

Regards
Kapil

From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, September 29, 2020 10:14 AM
To: Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>; Tejendra Singh <[email-masked]<mailto:[email-masked]>>; Mahmoud Abdellatif <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Hisham Hamdy <[email-masked]<mailto:[email-masked]>>; Haytham Reyad <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ebtehal Sayed <[email-masked]<mailto:[email-masked]>>; Faizal Maradeya <[email-masked]<mailto:[email-masked]>>; Anand Rengarajan <[email-masked]<mailto:[email-masked]>>; Akshay Rao <[email-masked]<mailto:[email-masked]>>; Arun Subramanian <[email-masked]<mailto:[email-masked]>>; Walaa Hassan <[email-masked]<mailto:[email-masked]>>; Mohamedashraf salem <[email-masked]<mailto:[email-masked]>>; Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>; Kunal Dhiman <[email-masked]<mailto:[email-masked]>>
Cc: Martin Lacey <[email-masked]<mailto:[email-masked]>>; Kapil Mathur <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Siddarth Bhide <[email-masked]<mailto:[email-masked]>>; Udaykiran Kandarpa <[email-masked]<mailto:[email-masked]>>; Lalit Ratnala <[email-masked]<mailto:[email-masked]>>
Subject: Re: HC & HB: CS Plan Discussion

Hi All,

Attaching the weekly CS report shared with concepts, this report includes weekly SLA performance across multiple channels & top inquiries/complaint drivers. Have attached MOC weekly report as well including the count of MOC complaints with reasons.

Apart from the reports attached, we are working on CS Dashboard which should be ready before WW. Here's a screenshot for reference:

[Graphical user interface  Description automatically generated]

We would suggest HC/HB to have a similar reporting format as attached & start sharing with relevant stake holders preferably by mid-oct. While we keep growing in terms of business & volume, suggest HC/HB teams start working on a similar dashboard to present ever evolving data in a more organized manner.

Regards,
Mustehsan Siddiqui

From: Martin Lacey <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 24 September 2020 at 4:13 PM
To: Kapil Mathur <[email-masked]<mailto:[email-masked]>>, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>, Tejendra Singh <[email-masked]<mailto:[email-masked]>>, Mahmoud Abdellatif <[email-masked]<mailto:[email-masked]>>, Raja Ramachandran <[email-masked]<mailto:[email-masked]>>, Hisham Hamdy <[email-masked]<mailto:[email-masked]>>, Haytham Reyad <[email-masked]<mailto:[email-masked]>>, Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>, Hasan Razakhan <[email-masked]<mailto:[email-masked]>>, Renato Salipande <[email-masked]<mailto:[email-masked]>>, Ebtehal Sayed <[email-masked]<mailto:[email-masked]>>, Faizal Maradeya <[email-masked]<mailto:[email-masked]>>, Lalit Ratnala <[email-masked]<mailto:[email-masked]>>, Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>, Pawan Kaura <[email-masked]<mailto:[email-masked]>>, Anand Rengarajan <[email-masked]<mailto:[email-masked]>>, Akshay Rao <[email-masked]<mailto:[email-masked]>>, Arun Subramanian <[email-masked]<mailto:[email-masked]>>, Siddarth Bhide <[email-masked]<mailto:[email-masked]>>, Udaykiran Kandarpa <[email-masked]<mailto:[email-masked]>>, Walaa Hassan <[email-masked]<mailto:[email-masked]>>, Mohamedashraf salem <[email-masked]<mailto:[email-masked]>>, Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>, Kunal Dhiman <[email-masked]<mailto:[email-masked]>>
Subject: Re: HC & HB: CS Plan Discussion

Hi All

Thanks for attending the call and great to hear about your plans. As mentioned, next steerco will be around 5th October for us to all update on our specific areas.

Action points from the meeting

  *   Sharing of Current reporting template from CS to SC - to include complaint reasons, CS performance, MOCI (MS to share with Home teams)
  *   Escalation Matrix to be shared, communicated to agents and followed religiously (Home CS + SC)

Additional watchouts discussed

  *   COVID contingency planning
  *   National day public holiday resource planning
  *   As mentioned, Web team outsourced vendor capacity is Max'd out for event with current asks. Option to share additional potential vendors on request.

Thanks All
Martin

From: [email-masked]<mailto:[email-masked]>
When: 3:00 PM - 4:00 PM September 24, 2020
Subject: HC & HB: CS Plan Discussion
Location: Microsoft Teams Meeting

Hi team,

Moving this discussion to Thursday as KSA team is out of office tomorrow for National Day.

HC & HB SPOCs - please use the attached format to present your plans in the discussion on Thursday.

Regards
Kapil

Hi all,

As discussed in our previous meeting, we need to discuss the CS plan for HC and HB teams this week in preparation of the upcoming SteerCo.

HC & HB CS teams are requested to kindly prepare their individual plans and present them in this discussion. Would request @Ashwin<mailto:[email-masked]> and @Mahmoud<mailto:[email-masked]> to collate the plan for their respective concepts.

Please reach out to Martin/Mustehsan in case you have any questions on the material shared by the Web team, after our last discussion.

Regards
Kapil
________________________________________________________________________________
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_____________________________________________
From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, September 10, 2020 9:39 AM
To: Kapil Mathur <[email-masked]<mailto:[email-masked]>>; Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>; Tejendra Singh <[email-masked]<mailto:[email-masked]>>; Mahmoud Abdellatif <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Hisham Hamdy <[email-masked]<mailto:[email-masked]>>; Haytham Reyad <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ebtehal Sayed <[email-masked]<mailto:[email-masked]>>; Faizal Maradeya <[email-masked]<mailto:[email-masked]>>
Cc: Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Martin Lacey <[email-masked]<mailto:[email-masked]>>; Anand Rengarajan <[email-masked]<mailto:[email-masked]>>; Lalit Ratnala <[email-masked]<mailto:[email-masked]>>; Akshay Rao <[email-masked]<mailto:[email-masked]>>
Subject: Re: CS preparedness: HC & HB

Hi All,

Attaching steerco document, please refer to page 31, 32 & 33 for customer service key initiatives & key risks.

Attached as well a sample weekly CS performance report shared with concept heads on a weekly basis containing SLA performance, top inquiries/complaints & week on week comparison.

Here is the link to the online complaint form - https://form.jotform.com/202343151575045<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fform.jotform.com%2F202343151575045&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7Ce3412bb2ce7b423215be08d88471cbfc%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637404971584505995%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=yUPi1I4u7C3h6sMwjkaDeq9KQYZmj%2BlvSD4X6dxFqR0%3D&reserved=0>. This form has been rolled out for retail store staff to escalate customer escalations related to e-com only. It's still in phase 1 & currently being used only by Max KSA stores. Plan is to roll out across all concept/territories before WW-20.

In regards to FD license, we are finalizing the final count across our vendors & HC/HB contact centers. Expected to have additional licenses by mid next week.

Regards,
Mustehsan Siddiqui

From: Kapil Mathur <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 9 September 2020 at 1:22 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>, Tejendra Singh <[email-masked]<mailto:[email-masked]>>, Mahmoud Abdellatif <[email-masked]<mailto:[email-masked]>>, Raja Ramachandran <[email-masked]<mailto:[email-masked]>>, Hisham Hamdy <[email-masked]<mailto:[email-masked]>>, Haytham Reyad <[email-masked]<mailto:[email-masked]>>, Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>, Hasan Razakhan <[email-masked]<mailto:[email-masked]>>, Renato Salipande <[email-masked]<mailto:[email-masked]>>, Ebtehal Sayed <[email-masked]<mailto:[email-masked]>>, Faizal Maradeya <[email-masked]<mailto:[email-masked]>>
Cc: Pawan Kaura <[email-masked]<mailto:[email-masked]>>, Martin Lacey <[email-masked]<mailto:[email-masked]>>, Anand Rengarajan <[email-masked]<mailto:[email-masked]>>, Lalit Ratnala <[email-masked]<mailto:[email-masked]>>, Akshay Rao <[email-masked]<mailto:[email-masked]>>
Subject: RE: CS preparedness: HC & HB

Dear all,

Thanks for your time today and for the discussion.

I am sharing the key the next steps below. Please let me know if I have missed out on anything.

  1.  Need to ensure that daily projections shared for WW period are with the respective CS teams

     *   @Ashwin<mailto:[email-masked]> - request you to share the HC projections with Haytham and team.
     *   HC & HB CS teams are suggested break the daily projections into hourly, based on expected trends.

  1.  @Mustehsan<mailto:[email-masked]> - kindly share the following with HC & HB teams:

     *   The plan slides we discussed today - for them to build into plans for HC & HB
     *   Sample reports being used by Digital ops team, for reference
     *   Online form being used in stores (only for reference, HC & HB teams to review and decide whether they would like to adapt)
     *   Update on availability of Fresh Desk licenses, when available

  1.  As Martin suggested, we will reconvene in a couple of weeks. HC & HB teams are requested to build their CS plans and share it in our next meeting, in preparation of the upcoming SteerCo (end-Sept).

Regards
Kapil

-----Original Appointment-----
From: Kapil Mathur
Sent: Monday, September 7, 2020 2:41 PM
To: Kapil Mathur; Martin Lacey; Mustehsan Siddiqui; Ashwin Ravichandran; Tejendra Singh; Mahmoud Abdellatif; Raja Ramachandran; Lalit Ratnala; Pawan Kaura
Cc: Anand Rengarajan; Akshay Rao; Hisham Hamdy; Haytham Reyad; Murtaza Kutiyanawala; Hasan Razakhan; Renato Salipande; Ebtehal Sayed; Faizal Maradeya
Subject: CS preparedness: HC & HB
When: Wednesday, September 9, 2020 12:00 PM-1:00 PM (UTC+04:00) Abu Dhabi, Muscat.
Where: Microsoft Teams Meeting

Dear all,

As you know, preparations for this year's White Wednesday event have been started across the Group. In this regard, we need to ensure adequate preparedness from a Customer Support perspective as well.

We are setting up this discussion to share/discuss best practices & key learnings from last year's event and the plan for this year's event. The key agenda points for discussion are:

  *   Best practices on CS manpower planning etc. - To be presented by Martin/Mustehsan
  *   Discussion on CS platform for WW (Fresh desk)
  *   Key areas where support/inputs are needed from HC & HB teams

Please include any other team members for which this discussion would be relevant.

Regards
Kapil
+971502757323

________________________________________________________________________________
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