Subject: Re: Homebox UAE - January 23
From: Gaurav Yadav <[email-masked]>
To: Ahmed Zoher <[email-masked]>
Date: Fri, 3 Feb 2023 04:16:39 -0700 (MST)

Hi Ahmed, 

The following is the resolution time 

	Resolution time 
Emails 	13:07:00 
Facebook 	06:24:00 

From: "Ahmed Zoher" <[email-masked]> 
To: "Gaurav Yadav" <[email-masked]> 
Sent: Friday, February 3, 2023 4:35:28 PM 
Subject: RE: Homebox UAE - January 23 

Hi Gaurav, 

What is the resolution time? 

Thanks, 

	

Ahmed Zoher 

Manager – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 5812 

F : +971 4 517 2380 

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

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

[ http://www.homeboxstores.com/ | www.homeboxstores.com ] 

From: Gaurav Yadav <[email-masked]> 
Sent: Friday, February 3, 2023 2:06 PM 
To: Ahmed Zoher <[email-masked]> 
Cc: Murtaza Kutiyanawala <[email-masked]>; saurabh <[email-masked]>; syed.ataullah <[email-masked]>; Sameer Sadiq <[email-masked]>; Anunay Sharma <[email-masked]>; Raja Ramachandran <[email-masked]>; Muralidharan Gunjur <[email-masked]> 
Subject: Homebox UAE - January 23 

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

Hi Ahmed, 

Given below are the numbers for January. 

	

	

	

Homebox UAE 	

	

	

	

	

	

	

	

	

	

	

	

	

	

	

	

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

Avg 1st response time 	

Avg response Time 	

Resolution Time 	

	

	

	

Whatsapp 	

2290 	

	

00:01:32 	

00:02:06 	

00:17:36 	

	

	

	

Emails 	

663 	

100% 	

100% 	

00:40:12 	

01:18:00 	

	

	

	

Facebook 	

798 	

67% 	

100% 	

03:08:00 	

02:13:00 	

	

	

	

Instagram 	

	

	

	

	

	

	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

	

Date 	

Inquiry 	

Complaints 	

	

	

	

	

	

January 	

76% 	

24% 	

	

	

	

	

	

	

	

	

	

	

	

Inquiry Sub category 	

	

	

	

	

	

	

Date 	

Post Order 	

Pre Order 	

Disconnected CALL 	

Store Inquiry 	

	

	

	

	

January 	

86% 	

13% 	

1% 	

0.3% 	

	

	

	

	

	

	

	

	

	

	

Post order Sub category 	

	

	

	

	

	

	

Date 	

Delivery Follow up 	

Return Request/Creating RMA/Return to Store/Exchange 	

Cancellation 	

Click & Collect Follow Up 	

Refund Follow up 	

Invoice Request 	

Shukran 	

Promotions & Offers 	

Follow up WWD Delivery 	

	

January 	

85% 	

7% 	

3% 	

3% 	

1% 	

1% 	

0.5% 	

0.2% 	

0.2% 	

	

	

	

	

	

	

	

Complaints Sub category 	

	

	

	

	

	

	

Date 	

Late Delivery 	

Product Complaint 	

WWD Damaged/Manufacturing Fault 	

Mattress Complain 	

Late Collection (Returns) 	

Refunds and Cancelations 	

Delivery Related 	

Late C&C 	

Others 	

	

January 	

27% 	

26% 	

16% 	

5% 	

4% 	

3% 	

3% 	

2% 	

15% 	

	

	

	

	

	

	

From: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, February 3, 2023 3:19:50 PM 
Subject: RE: Homebox UAE Dashboard 01-Feb-2023 

Hi Gaurav, 

Any updates for the below please? 

Thanks, 

	

Ahmed Zoher 

Manager – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 5812 

F : +971 4 517 2380 

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

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

[ http://www.homeboxstores.com/ | www.homeboxstores.com ] 

From: Ahmed Zoher 
Sent: Thursday, February 2, 2023 2:55 PM 
To: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; syed.ataullah < [ mailto:[email-masked] | [email-masked] ] >; Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Anunay Sharma < [ mailto:[email-masked] | [email-masked] ] >; Raja Ramachandran < [ mailto:[email-masked] | [email-masked] ] >; Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Homebox UAE Dashboard 01-Feb-2023 

Hi Gaurav, 

Can we please get January MTD numbers. 

And lets please share it monthly basis every month closure. 

Thanks, 

	

Ahmed Zoher 

Manager – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 5812 

F : +971 4 517 2380 

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

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

[ http://www.homeboxstores.com/ | www.homeboxstores.com ] 

From: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, February 2, 2023 11:51 AM 
To: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; syed.ataullah < [ mailto:[email-masked] | [email-masked] ] >; Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Anunay Sharma < [ mailto:[email-masked] | [email-masked] ] >; Raja Ramachandran < [ mailto:[email-masked] | [email-masked] ] >; Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Homebox UAE Dashboard 01-Feb-2023 

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

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

					

Homebox UAE 

												

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

Avg 1st response time 	

Avg response Time 	

Resolution Time 					

Whatsapp 	

103 			

0:02:51 	

0:02:34 	

0:17:59 					

Emails 	

23 	

100% 	

100% 	

0:34:33 	

0:36:22 						

Facebook 	

18 	

74% 	

100% 	

1:15:00 	

1:20:00 						

Instagram 											

	

Ageing Tickets (All Channels) 

Status 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 				

Open 	

17 	

3 	

0 	

1 	

0 	

1 	

22 				

Waiting on customer 	

11 	

1 	

1 	

1 	

0 	

0 	

14 				

Waiting on 3rd party 	

30 	

8 	

6 	

6 	

3 	

3 	

56 				

Pending 	

0 	

2 	

0 	

3 	

1 	

0 	

6 				

Grand total 	

58 	

12 	

7 	

8 	

3 	

4 	

98 				

WhatsApp chats category 

Date 	

Inquiry 	

Complaints 									

1-Feb-23 	

67% 	

33% 									

Inquiry Sub category 											

Date 	

Post Order 	

Pre Order 									

1-Feb-23 	

85% 	

15% 									

Post order Sub category 

Date 	

Delivery Follow up 	

Return Request/Creating RMA/Return to Store/Exchange 	

Cancellation 	

Click & Collect Follow Up 							

1-Feb-23 	

81% 	

15% 	

2% 	

2% 							

Complaints Sub category 

Date 	

Late Delivery 	

WWD Damaged/Manufacturing Fault 	

Product Complaint 	

Late C&C 	

Mattress Complain 	

Undelivered Order/POD Request 	

WWD Pending from Workshop 	

Late Collection (Returns) 			

1-Feb-23 	

48% 	

15% 	

11% 	

7% 	

7% 	

4% 	

4% 	

4% 			

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, February 1, 2023 12:02:09 PM 
Subject: Homebox UAE Dashboard 31-Jan-2023 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

					

Homebox UAE 

												

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

Avg 1st response time 	

Avg response Time 	

Resolution Time 					

Whatsapp 	

135 			

0:02:45 	

0:02:41 	

0:15:21 					

Emails 	

16 	

100% 	

100% 	

0:39:16 	

0:36:18 						

Facebook 	

6 		

100% 		

5:27:00 						

Instagram 											

	

Ageing Tickets (All Channels) 

Status 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 				

Open 	

13 	

1 	

0 	

0 	

0 	

1 	

15 				

Waiting on customer 	

11 	

2 	

1 	

1 	

0 	

0 	

15 				

Waiting on 3rd party 	

28 	

7 	

6 	

5 	

2 	

2 	

50 				

Pending 	

1 	

1 	

1 	

2 	

1 	

0 	

6 				

Grand total 	

52 	

10 	

7 	

6 	

2 	

3 	

86 				

WhatsApp chats category 

Date 	

Inquiry 	

Complaints 									

31-Jan-23 	

82% 	

18% 									

Inquiry Sub category 											

Date 	

Post Order 	

Pre Order 	

Disconnected CALL 								

31-Jan-23 	

95% 	

4% 	

1% 								

Post order Sub category 

Date 	

Delivery Follow up 	

Return Request/Creating RMA/Return to Store/Exchange 	

Cancellation 	

Click & Collect Follow Up 							

31-Jan-23 	

92% 	

4% 	

3% 	

1% 							

Complaints Sub category 

Date 	

Late Delivery 	

WWD Damaged/Manufacturing Fault 	

WWD Pending Delivery 	

WWD Missing Item 	

Product Complaint 	

Late Collection (Returns) 					

31-Jan-23 	

41% 	

35% 	

6% 	

6% 	

6% 	

6% 					

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, January 31, 2023 1:31:00 PM 
Subject: Homebox UAE Dashboard 30-Jan-2023 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

					

Homebox UAE 

												

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

Avg 1st response time 	

Avg response Time 	

Resolution Time 					

Whatsapp 	

117 			

0:01:51 	

0:02:24 	

0:15:56 					

Emails 	

19 	

100% 	

100% 	

0:40:23 	

7:04:00 						

Facebook 	

25 	

95% 	

100% 	

0:44:06 	

0:56:40 						

Instagram 											

	

Ageing Tickets (All Channels) 

Status 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 				

Open 	

2 	

0 	

0 	

0 	

0 	

0 	

2 				

Waiting on customer 	

7 	

4 	

1 	

0 	

0 	

0 	

12 				

Waiting on 3rd party 	

28 	

6 	

7 	

4 	

1 	

1 	

47 				

Pending 	

1 	

1 	

1 	

2 	

1 	

1 	

7 				

Grand total 	

37 	

10 	

8 	

4 	

1 	

1 	

68 				

WhatsApp chats category 

Date 	

Inquiry 	

Complaints 									

30-Jan-23 	

73% 	

27% 									

Inquiry Sub category category 

Date 	

Post Order 	

Pre Order 									

30-Jan-23 	

84% 	

16% 									

Post order Sub category 

Date 	

Delivery Follow up 	

Return Request/Creating RMA/Return to Store/Exchange 	

Click & Collect Follow Up 	

Cancellation 	

Refund Follow up 						

30-Jan-23 	

84% 	

9% 	

3% 	

2% 	

2% 						

Complaints Sub category 

Date 	

Late Delivery 	

Product Complaint 	

WWD Damaged/Manufacturing Fault 	

Late C&C 	

Refunds and Cancelations 	

Undelivered Order/POD Request 	

WWD Pending Delivery 	

APP/Website Issue 	

Wrong item delivered WWD 	

Delivery Related 	

Late Collection (Returns) 

30-Jan-23 	

31% 	

23% 	

15% 	

4% 	

4% 	

4% 	

4% 	

4% 	

4% 	

4% 	

4% 

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, January 30, 2023 1:42:51 PM 
Subject: Homebox UAE Dashboard 29-Jan-2023 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

					

Homebox UAE 

										

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

Avg 1st response time 	

Avg response Time 	

Resolution Time 			

Whatsapp 	

61 			

0:01:31 	

0:02:05 	

0:16:07 			

Emails 	

12 	

100% 	

100% 	

0:51:40 	

0:58:44 				

Facebook 	

31 	

90% 	

100% 	

0:43:48 	

0:39:07 				

Instagram 									

	

Ageing Tickets (All Channels) 

Status 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 		

Open 	

7 	

1 	

0 	

0 	

1 	

0 	

9 		

Waiting on customer 	

8 	

0 	

1 	

0 	

0 	

0 	

9 		

Waiting on 3rd party 	

25 	

7 	

5 	

2 	

0 	

1 	

40 		

Pending 	

1 	

1 	

2 	

1 	

0 	

0 	

5 		

Grand total 	

40 	

8 	

6 	

2 	

1 	

1 	

63 		

WhatsApp chats category 

Date 	

Inquiry 	

Complaints 							

29-Jan-23 	

61% 	

39% 							

Inquiry Sub category category 

Date 	

Post Order 	

Pre Order 							

29-Jan-23 	

76% 	

24% 							

Post order Sub category 

Date 	

Delivery Follow up 	

Return Request/Creating RMA/Return to Store/Exchange 							

29-Jan-23 	

68% 	

32% 							

Complaints Sub category 

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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. www.landmarkgroup.com