Subject: Re: Wrong Sub Reason selected on CRM - Crystel Team
From: Syed Ataullah <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Cc: Maryam Yahya <[email-masked]>, amir aziz <[email-masked]>, "Gauri Nandan, TCS" <[email-masked]>, Nour Hanayneh <[email-masked]>, Raneem Alqutub <[email-masked]>, Yunis Fakrudeen <[email-masked]>, Abdul Rasheed <[email-masked]>, Anton Dilshan <[email-masked]>, Harsha Lasantha <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Deeksha Dadu <[email-masked]>, Taima Zeid <[email-masked]>, Malek <
Date: Thu, 11 Aug 2022 04:41:11 -0700 (MST)

Thanks for confirmation 

Thanks&Regards 

Syed Ataullah 
LiveSalesman & CherryE-commerceServices Pvt Ltd 
Cell: +91 7037667652 

From: "murtaza kutiyanawala" <[email-masked]> 
To: "Syed Ataullah" <[email-masked]> 
Cc: "Maryam Yahya" <[email-masked]>, "amir aziz" <[email-masked]>, "Gauri Nandan, TCS" <[email-masked]>, "Nour Hanayneh" <[email-masked]>, "Raneem Alqutub" <[email-masked]>, "Yunis Fakrudeen" <[email-masked]>, "Abdul Rasheed" <[email-masked]>, "Anton Dilshan" <[email-masked]>, "Harsha Lasantha" <[email-masked]>, "HomeBox Customercare UAE" <[email-masked]>, "Deeksha Dadu" <[email-masked]>, "Taima Zeid" <[email-masked]>, "Malek" <[email-masked]> 
Sent: Thursday, August 11, 2022 4:50:39 PM 
Subject: RE: Wrong Sub Reason selected on CRM - Crystel Team 

Yes, select After delivery and meting all the details in the notes… 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

From: Syed Ataullah <[email-masked]> 
Sent: Thursday, August 11, 2022 2:31 PM 
To: Murtaza Kutiyanawala <[email-masked]> 
Cc: Maryam Yahya <[email-masked]>; amir aziz <[email-masked]>; Gauri Nandan (TCS) <[email-masked]>; Nour Hanayneh <[email-masked]>; Raneem Alqutub <[email-masked]>; Yunis Fakrudeen <[email-masked]>; Abdul Rasheed <[email-masked]>; Anton Dilshan <[email-masked]>; Harsha Lasantha <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Deeksha Dadu <[email-masked]>; Taima Zeid <[email-masked]>; Malek <[email-masked]> 
Subject: Re: Wrong Sub Reason selected on CRM - Crystel Team 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi Murtaza. 

As you have updated we should not select the sub reason ( Damaged During Delivery ) Please confirm then what reason should we select in case of missing part, part broken, wrong item. 

because these options are available only in sub reason ( Damaged During Delivery ), Can we select Damaged after delivery for all these kind of issue. 

Thanks&Regards 

Syed Ataullah 

LiveSalesman & CherryE-commerceServices Pvt Ltd 

Cell: +91 7037667652 

From: "Maryam Yahya" < [ mailto:[email-masked] | [email-masked] ] > 
To: "murtaza kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "amir aziz" < [ mailto:[email-masked] | [email-masked] ] >, "Gauri Nandan (TCS)" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Nour Hanayneh" < [ mailto:[email-masked] | [email-masked] ] >, "Raneem Alqutub" < [ mailto:[email-masked] | [email-masked] ] >, "Yunis Fakrudeen" < [ mailto:[email-masked] | [email-masked] ] >, "Abdul Rasheed" < [ mailto:[email-masked] | [email-masked] ] >, "Anton Dilshan" < [ mailto:[email-masked] | [email-masked] ] >, "Harsha Lasantha" < [ mailto:[email-masked] | [email-masked] ] >, "HomeBox Customercare UAE" < [ mailto:[email-masked] | [email-masked] ] >, "Deeksha Dadu" < [ mailto:[email-masked] | [email-masked] ] >, "Taima Zeid" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, August 10, 2022 5:29:45 PM 
Subject: RE: Wrong Sub Reason selected on CRM - Crystel Team 

Hi Murtaza, 

Please noete that we will arrange with Taima to arrange coaching sessions for the agents ASAP. 

Best Regards, 

	

Maryam Yahya 
Operations Support Center Associate 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962 797275059 

E: [ mailto:[email-masked] | [email-masked] ] 

[ http://www.crystel.co/ | 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: Murtaza Kutiyanawala [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Wednesday, August 10, 2022 2:36 PM 
To: Maryam Yahya; Syed Ataullah; [ mailto:[email-masked] | [email-masked] ] ; Gauri Nandan (TCS) 
Cc: Nour Hanayneh; Raneem Alqutub; Yunis Fakrudeen; Abdul Rasheed; Anton Dilshan; Harsha Lasantha; HomeBox Customercare UAE; Deeksha Dadu 
Subject: RE: Wrong Sub Reason selected on CRM - Crystel Team 

Looping Nada+ 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

From: Murtaza Kutiyanawala 
Sent: Wednesday, August 10, 2022 3:33 PM 
To: Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] >; Syed Ataullah < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Raneem Alqutub < [ mailto:[email-masked] | [email-masked] ] >; Yunis Fakrudeen < [ mailto:[email-masked] | [email-masked] ] >; Abdul Rasheed < [ mailto:[email-masked] | [email-masked] ] >; Anton Dilshan < [ mailto:[email-masked] | [email-masked] ] >; Harsha Lasantha < [ mailto:[email-masked] | [email-masked] ] >; HomeBox Customercare UAE < [ mailto:[email-masked] | [email-masked] ] >; Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Wrong Sub Reason selected on CRM - Crystel Team 

Hi Maryam / Nada, 

Still the team is selecting the During Delivery tab, attached is the report for the same. 

Please brief the team immediately……. 

[ mailto:[email-masked] | @Syed
 Ataullah ] / [ mailto:[email-masked] | 
@[email-masked] ] – this is Just FYI for your team as well. 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

From: Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, August 3, 2022 6:32 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Raneem Alqutub < [ mailto:[email-masked] | [email-masked] ] >; Yunis Fakrudeen < [ mailto:[email-masked] | [email-masked] ] >; Abdul Rasheed < [ mailto:[email-masked] | [email-masked] ] >; Anton Dilshan < [ mailto:[email-masked] | [email-masked] ] >; Harsha Lasantha < [ mailto:[email-masked] | [email-masked] ] >; HomeBox Customercare UAE < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Wrong Sub Reason selected on CRM - Crystel Team 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi Murtaza, 

Apologies for the inconvenience and thank you for your feedback. We will coach the agents on a priority. 

Best Regards, 

	

Maryam Yahya 
Operations Support Center Associate 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962 797275059 

E: [ mailto:[email-masked] | [email-masked] ] 

[ http://www.crystel.co/ | 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: Murtaza Kutiyanawala [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Wednesday, August 3, 2022 2:01 PM 
To: Maryam Yahya 
Cc: Nour Hanayneh; Raneem Alqutub; Yunis Fakrudeen; Abdul Rasheed; Anton Dilshan; Harsha Lasantha; HomeBox Customercare UAE 
Subject: Wrong Sub Reason selected on CRM - Crystel Team 
Importance: High 

Hi Maryam, 

Request you to check on the below CRM’s raised by the agents, all the CRM are raised DURING DELIVERY which is incorrect and its causing a lot of duplication and when we are pulling the data for during delivery it give a wrong statistics. 

Below is one example share with the screen shot for your reference. 

Please brief all the agents immediately on this and once done please send us a confirmation on the same email. 

	

all ID 	

Call Date 	

Invoice No 	

Cust Mobile 	

Call Status 	

Ageing 	

Call By 	

Reason 	

Sub Reason 	

Sub Sub Reason 

4055379 	

8/1/2022 11:09:21 AM 	

29001004134220220717 	

0504523092 	

Open 	

1 	

Ayat Alkhaldi 	

Complaints 	

Damages During Delivery 	

Others 

4055412 	

8/1/2022 11:17:35 AM 	

29050101437920210721 	

0503379433 	

Open 	

1 	

Luma Abu Sharkh 	

Complaints 	

Damages During Delivery 	

Others 

4055688 	

8/1/2022 12:23:27 PM 	

29004105873520220710 	

0588991487 	

Closed 	

1 	

Rahmeh Mahmoud Alayaseh 	

Complaints 	

Damages During Delivery 	

Missing Item 

4055886 	

8/1/2022 1:00:06 PM 	

29004105789320220626 	

0509245533 	

Open 	

1 	

Rahmeh Mahmoud Alayaseh 	

Complaints 	

Damages During Delivery 	

Missing Item 

4055893 	

8/1/2022 1:01:28 PM 	

29062201042620220718 	

0502372732 	

Open 	

1 	

Raneen Baabaad 	

Complaints 	

Damages During Delivery 	

Missing Item 

4056040 	

8/1/2022 1:30:44 PM 	

29052101425520220717 	

0566066099 	

Open 	

1 	

Raneen Baabaad 	

Complaints 	

Damages During Delivery 	

Others 

4056314 	

8/1/2022 2:35:42 PM 	

29002102204020220621 	

0507720227 	

Open 	

1 	

Luma Abu Sharkh 	

Complaints 	

Damages During Delivery 	

Missing Item 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

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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. [ http://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