Subject: RE: Non Sable item 9565375319
From: Murtaza Kutiyanawala <[email-masked]>
To: Abdul Rasheed <[email-masked]>, Maryam Yahya <[email-masked]>, Syed Ataullah <[email-masked]>, "[email-masked]" <[email-masked]>, Anslem Misquitta <[email-masked]>
Cc: Yunis Fakrudeen <[email-masked]>, Soundar Rajan <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Homebox Delivery <[email-masked]>, "Prabhuldev Prabhakaran" <[email-masked]>, Harsha Lasantha <[email-masked]>, Subhash Jangir <[email-masked]>, Anton Dilshan <[email-masked]>, Nada Hattar <[email-masked]>, Ramesh Veluchamy <[email-masked]>, Sampath Rajasekaran <[email-masked]>, crys_hb <cr
Date: Mon, 9 May 2022 09:26:21 +0000

Hi Hameed,

Thanks for the below case history, we will coordinate with both our outsources team Crystel and LSM and provide a refresher training.

@Anslem Misquitta<mailto:[email-masked]> – please go through the attached cases and set up a call with both our partners for a refresher

@Maryam Yahya<mailto:[email-masked]> / @Syed Ataullah<mailto:[email-masked]> / @[email-masked]<mailto:[email-masked]> – we will schedule a call on the 10th May for a refresher training. Need to coach all the team members to check the history on the CRM/ GDMS and then raise a open CRM to avoid any duplications.

Murtaza Kutiyanawala
Team Lead – Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 2414
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C451b5b1b38d0415a044608d96ac43dbf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637658213337732239%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cdij8dK2Vfav4R8QlQkxzKCysFQU3v13MudEsv%2BNmCE%3D&reserved=0>

From: Abdul Rasheed <[email-masked]>
Sent: Monday, May 9, 2022 1:20 AM
To: Sireen Abdeljabbar <[email-masked]>; Ahmed Zoher <[email-masked]>; Maryam Yahya <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; HomeBox Customercare UAE <[email-masked]>
Cc: Yunis Fakrudeen <[email-masked]>; Soundar Rajan <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Maryam Yahya <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Homebox Delivery <[email-masked]>; Prabhuldev Prabhakaran <[email-masked]>; Harsha Lasantha <[email-masked]>; Subhash Jangir <[email-masked]>; Anton Dilshan <[email-masked]>; Nada Hattar <[email-masked]>; Ramesh Veluchamy <[email-masked]>; Sampath Rajasekaran <[email-masked]>; crys_hb <[email-masked]>; hbpending uae <[email-masked]>; Anton Dilshan <[email-masked]>; Sameer Sadiq <[email-masked]>; Nalineedhar Kasibhatla <[email-masked]>; Somaskandan Karthikeyan <[email-masked]>; Utsav Banerjee <[email-masked]>; Anunay Sharma <[email-masked]>
Subject: RE: Non Sable item 9565375319
Importance: High

Dear Sireen Abduljabbar

Delivered on 14th Apr cx was not there and asked to fix outside the door due to cx was not there in home and raised CTD entry and cx agreed for the SOP if anything happen later Delivery crew or HB will not be response for causes for that then we fixed based on CTD confirmation.

Later after 3 days of delivery cx lodging the complaint rescheduled on 18th April for inspection but cx refused and its clearly entry in there for above attachments.

Why crystal teams not checking the customer history when cx placing the call with customer.

Dear Murtaza / Ahmed Zohar
Could you please arrange some training about the Customer care training while talking to customer while speaking to customer check the customer history and read properly and convey them the actual issue for the previous entry’s rather than blindly entering all the customer calls as complaint and dumping CRM open entry and we keep forwarding in to CCC bucket or rejecting many duplications data.

Corporate considering the Wrong entry also as complaint which leads duplications from Crystal teams.

Work Order Number
Delivery Date
Delivery Type
Delivery Source
Truck ID
Driver
Driver Name
Driver Mobile No
Invoice No
CRM ID
Work Order Details
Invoice Work Order Status Description
Remarks
Customer Name
Mobile No
Subzone
Area
Work Order Status Description
Work Order Remarks
Invoice Work Order Status
Work Order Status
CRM ID Closed
Start Time
End Time
Schedule No
Pending Note Number
Stock Order Number
Start Meter
Seal Number
Carpenter Name 1
Carpenter Name 2
Carpenter Name 3
Carpenter Name 4
Carpenter Name 5
Number Of Pallets
Number Of Cartons
Schedule Time
Created By
276988
18-Apr-2022
CTD PENDING
LHBW
016_97724
220371
Khasif Mohd
0565209871
9565375319
3792560
Inspection
Close
Cx Refused the inspeciton Refer CRM 3804148
Omar Nafie
585850320
Dubai
Al Lisaili
Close

Thanks & Regards
Abdul Hameed.R
Landline -04821 5931
Mob +971 50 614 2204

From: Sireen Abdeljabbar <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, 8 May 2022 5:11 PM
To: Abdul Rasheed <[email-masked]<mailto:[email-masked]>>; hbpending uae <[email-masked]<mailto:[email-masked]>>; Anton Dilshan <[email-masked]<mailto:[email-masked]>>; Ramesh Veluchamy <[email-masked]<mailto:[email-masked]>>; Sampath Rajasekaran <[email-masked]<mailto:[email-masked]>>
Cc: Yunis Fakrudeen <[email-masked]<mailto:[email-masked]>>; Soundar Rajan <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Maryam Yahya <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Homebox Delivery <[email-masked]<mailto:[email-masked]>>; Prabhuldev Prabhakaran <[email-masked]<mailto:[email-masked]>>; Harsha Lasantha <[email-masked]<mailto:[email-masked]>>; Subhash Jangir <[email-masked]<mailto:[email-masked]>>; Anton Dilshan <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Ramesh Veluchamy <[email-masked]<mailto:[email-masked]>>; Sampath Rajasekaran <[email-masked]<mailto:[email-masked]>>; crys_hb <[email-masked]<mailto:[email-masked]>>
Subject: Non Sable item 9565375319

External email sender, please take precaution.
Hi Team,

Kindly note that the below customer confirmed that no one visited him to inspect the item but as per GDMS it is already done on April 18.

As per the customer the team called him yesterday to collect the item but nothing raised on the system.

RDO has been raised 3837445 and rejected as the customer moved the item, The item is not damage only it is not stable.

Invoice number 9565375319

Please check and do the needful.

Best Regards,

Sireen Alawneh
Service Advisor
T: +962 6 500 1333
F: +962 6 500 1334
M: +962 6 500 1334
E: [email-masked]<mailto:[email-masked]>
www.crystel.co<http://www.crystel.co/>
[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://www.linkedin.com/company/538477?trk=tyah&trkInfo=clickedVertical%3Acompany%2CclickedEntityId%3A538477%2Cidx%3A2-1-9%2CtarId%3A1465818676745%2Ctas%3Acrystel>
[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://www.facebook.com/Crystel.co>
[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://twitter.com/CrystelCo>
[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://www.youtube.com/channel/UCIlmC47mnFyc58kjUCMkByQ>
[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]

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

Subject: Wrong commitment
From: Homebox Delivery <[email-masked]>
To: HB Shj Feeder WH <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, crys_hb <[email-masked]>
Cc: Yunis Fakrudeen <[email-masked]>, Abdul Rasheed <[email-masked]>, "Prabhuldev Prabhakaran" <[email-masked]>, Harsha Lasantha <[email-masked]>, Soundar Rajan <[email-masked]>, Murali Govindaraj <[email-masked]>, ImranKhan <[email-masked]>, hbaxd feederwh <[email-masked]>, Anton Dilshan <[email-masked]>, hbpending uae <[email-masked]>, "Gouskather Mohamed Hussain" <[email-masked]>
Date: Thu, 14 Apr 2022 13:30:58 +0000

Dear team,

Please find the below CRM and do the needful

        Call ID

Call Date

Invoice No

Cust Name

Cust Mobile

Reason

Sub Reason

Sub Sub Reason

Call Status

Call By

User Loc.

Call Detail

Closing Notes

Appr. Dept

Appr. Reason

Appr. Flag

Appr Notes

Appr.Date

Closed By

Closed Date

PendingNote No

Followup

        3787198

4/14/2022 5:29:15 PM

9565375319

Omar Nafie

585850320

CTD Exceptions

Operational - Retail

Wrong commitment

Closed

Ramar Subramanian

UAE

As per team cx saying to fix the item outside the door and cx not in home, kindly check . Team :Qadeer Khan MSR

Thanks & Regards

RAMAR.S

Associate-COD

T :+971 4821 5800

DWC Warehouse, Building Number : 3

UAE.

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

Subject: RE: Wrong commitment
From: Basil Alshwabkeh <[email-masked]>
To: Homebox Delivery <[email-masked]>, HB Shj Feeder WH <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, crys_hb <[email-masked]>
Cc: Yunis Fakrudeen <[email-masked]>, Abdul Rasheed <[email-masked]>, "Prabhuldev Prabhakaran" <[email-masked]>, Harsha Lasantha <[email-masked]>, Soundar Rajan <[email-masked]>, Murali Govindaraj <[email-masked]>, ImranKhan <[email-masked]>, hbaxd feederwh <[email-masked]>, Anton Dilshan <[email-masked]>, hbpending uae <[email-masked]>, "Gouskather Mohamed Hussain" <[email-masked]>
Date: Thu, 14 Apr 2022 13:34:42 +0000

External email sender, please take precaution.

Dear team,

Homebox Delivery [email-masked]<mailto:[email-masked]>

Best Regards,

Basil Alshwabkeh
Service Advisor

T: +962 6 500 1333

F: +962 6 500 1334

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

www.crystel.co<http://www.crystel.co/>

<https://www.linkedin.com/company/538477?trk=tyah&trkInfo=clickedVertical%3Acompany%2CclickedEntityId%3A538477%2Cidx%3A2-1-9%2CtarId%3A1465818676745%2Ctas%3Acrystel>

<https://www.facebook.com/Crystel.co>

<https://twitter.com/CrystelCo>

<https://www.youtube.com/channel/UCIlmC47mnFyc58kjUCMkByQ>

From: Homebox Delivery [mailto:[email-masked]]
Sent: Thursday, April 14, 2022 4:31 PM
To: HB Shj Feeder WH; HomeBox Customercare UAE; crys_hb
Cc: Yunis Fakrudeen; Abdul Rasheed; Prabhuldev Prabhakaran; Harsha Lasantha; Soundar Rajan; Murali Govindaraj; ImranKhan; hbaxd feederwh; Anton Dilshan; hbpending uae; Gouskather Mohamed Hussain
Subject: Wrong commitment

Dear team,

Please find the below CRM and do the needful

Call ID

Call Date

Invoice No

Cust Name

Cust Mobile

Reason

Sub Reason

Sub Sub Reason

Call Status

Call By

User Loc.

Call Detail

Closing Notes

Appr. Dept

Appr. Reason

Appr. Flag

Appr Notes

Appr.Date

Closed By

Closed Date

PendingNote No

Followup

3787198

4/14/2022 5:29:15 PM

9565375319

Omar Nafie

585850320

CTD Exceptions

Operational - Retail

Wrong commitment

Closed

Ramar Subramanian

UAE

As per team cx saying to fix the item outside the door and cx not in home, kindly check . Team :Qadeer Khan MSR

Thanks & Regards

RAMAR.S

Associate-COD

T :+971 4821 5800

DWC Warehouse, Building Number : 3

UAE.

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

Subject: order no;9565375319
From: crys_hb <[email-masked]>
To: Abdul Rasheed <[email-masked]>, hbpending uae <[email-masked]>, Anton Dilshan <[email-masked]>, Ramesh Veluchamy <[email-masked]>, Sampath Rajasekaran <[email-masked]>
Cc: Yunis Fakrudeen <[email-masked]>, Soundar Rajan <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Maryam Yahya <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Homebox Delivery <[email-masked]>, "Prabhuldev Prabhakaran" <[email-masked]>, Harsha Lasantha <[email-masked]>, Subhash Jangir <[email-masked]>, Anton Dilshan <[email-masked]>, Nada Hattar <[email-masked]>, Ramesh Veluchamy <Ramesh
Date: Tue, 26 Apr 2022 11:34:05 +0000

External email sender, please take precaution.

DEAR TEAM

KINDLY CHECK THE TV UNIT Concord Low TV Unit for TVs up to 70 inches - Beige //in ref to #3804148 , the item not fixed properly and the customer doesn't want he item , kindly check to arrange pullout for refund
ASAP; THE VIDEO CANT BE RUN KINDLY CHECK

REGARDS

LAMA