Subject: FW: Homebox CS team not following the right escalation matrix - Aramex
From: Murtaza Kutiyanawala <[email-masked]>
To: Baraa Abukhadra <[email-masked]>, Haya Abualhaija <[email-masked]>, Omar Mostafa <[email-masked]>, Taima Zeid <[email-masked]>, Niren Dsouza <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>
Date: Mon, 8 Mar 2021 06:09:06 +0000

Hi Team,

Please do not include Bhaskar and Anwar on ticket emails, until its an escalation.

From: Sanjana Suresh <[email-masked]>
Sent: Friday, March 5, 2021 9:35 PM
To: Murtaza Kutiyanawala <[email-masked]>
Cc: Sameer Sadiq <[email-masked]>; Home Box <[email-masked]>
Subject: Re: Homebox CS team not following the right escalation matrix - Aramex

Hi @Murtaza Kutiyanawala<mailto:[email-masked]>,

Appreciate if you can inform the team to not include Bhaskar and Anwar on ticket emails as well.

Thanks and Regards,
Sanjana Suresh
________________________________
From: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, February 28, 2021 5:53:44 PM
To: Sanjana Suresh <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>
Subject: RE: Homebox CS team not following the right escalation matrix - Aramex

HI Sanjana,

I have sent an email to the team to follow the proper escalation matrix, I will take this up again during our operational conference call

Regards,

From: Sanjana Suresh <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, February 28, 2021 5:28 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>
Subject: Homebox CS team not following the right escalation matrix - Aramex

Hello @Murtaza Kutiyanawala<mailto:[email-masked]>/ @Home Box<mailto:[email-masked]>,

We have received constant reminders from Aramex team to follow the right escalation matrix while raising tickets.

Pls route your escalations only to @Ahmad Alawneh<mailto:[email-masked]> & @Abdulrahman Mohamad (SA)<mailto:[email-masked]>.

Do not include/remove - Claudine, [email-masked]<mailto:[email-masked]> and Asha [email-masked]<mailto:[email-masked]> while raising any tickets.

Kindly confirm your understanding on this to ensure the escalations are raised to the right audience.

Thanks and Regards,

Sanjana Suresh

Email:- [email-masked]<mailto:[email-masked]>

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