Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE
From: Mohammad Shababe Quamar <[email-masked]>
To: Thamilalagan M <[email-masked]>, amir.aziz <[email-masked]>, Anslem Misquitta <[email-masked]>, Jessie Caparas <[email-masked]>
Cc: hblsmuae <[email-masked]>, crys_hb <[email-masked]>, OLM DXB <[email-masked]>, Aditya Manapuram <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Ashish Karini <[email-masked]>, Escalations Dxbteam <[email-masked]>, Renato Salipande <[email-masked]>, Ahmed Eltegani <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Sameer Sadiq <[email-masked]>,
Date: Mon, 17 Apr 2023 05:23:40 +0000

Hi @Thamilalagan M<mailto:[email-masked]>

As per the ticket number mentioned below, we have mixed queries raised in the FD-UAE warehouse, such as a CNC complaint, a missing item, a damage issue, a refund process issue etc. For this complaint, it is not possible to add an AWB number in FD's property field, and all the information is available in the ticket body. Please read the body of the ticket for more information on the complaint. If still you are getting the wrong escalation or wrongly escalating a complaint or inquiry with you, please let me know.

If you need any assistance, feel free to reach out to me.

Thanks & Regards,
 [Shape  Description automatically generated with medium confidence]
Shababe Quamar
[[email-masked]]
+971 4 517 4278
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital/>

From: Thamilalagan M <[email-masked]>
Sent: Saturday, April 15, 2023 2:47 PM
To: amir.aziz <[email-masked]>; Anslem Misquitta <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Jessie Caparas <[email-masked]>
Cc: hblsmuae <[email-masked]>; crys_hb <[email-masked]>; OLM DXB <[email-masked]>; Aditya Manapuram <[email-masked]>; Vijay Pokhriyal <[email-masked]>; Ashish Karini <[email-masked]>; Escalations Dxbteam <[email-masked]>; Renato Salipande <[email-masked]>; Ahmed Eltegani <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Sameer Sadiq <[email-masked]>; Raja Ramachandran <[email-masked]>; Nada Hattar <[email-masked]>; Taima Zeid <[email-masked]>; farah.badawi <[email-masked]>; Deeksha <[email-masked]>; saurabh <[email-masked]>; Sanaa.Hammad <[email-masked]>; [email-masked]
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi @Mohammad Shababe Quamar<mailto:[email-masked]>@Jessie Caparas<mailto:[email-masked]>

Plz find the below concept level details, which we don’t have proper AWB numbers in FD.

Concept
Count
Centrepoint
40
Babyshop
16
Max
15
Splash
13
Shoemart
3
Home Box
2
Home Centre
1
Total
90

Regards,
THAMIL

From: AMIR ABDUL. AZIZ <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, April 11, 2023 1:45 PM
To: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>
Cc: hblsmuae <[email-masked]<mailto:[email-masked]>>; crys_hb <[email-masked]<mailto:[email-masked]>>; OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Thamilalagan M <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Taima Zeid <[email-masked]<mailto:[email-masked]>>; farah.badawi <[email-masked]<mailto:[email-masked]>>; Deeksha <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Sanaa.Hammad <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Subject: Re: Not mentioning AWB number in the FreshDesk tickets - UAE

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

Thank you for the reminder. We are following the same to fill necessary details, especially AWB/RVP for the courier related cases. Reminded the team again.

Thanks & Regards
Amir Aziz
________________________________
From: "anslem misquitta" <[email-masked]<mailto:[email-masked]>>
To: "hblsmuae" <[email-masked]<mailto:[email-masked]>>, "crys_hb" <[email-masked]<mailto:[email-masked]>>
Cc: "OLM DXB" <[email-masked]<mailto:[email-masked]>>, "Aditya Manapuram" <[email-masked]<mailto:[email-masked]>>, "Vijay Pokhriyal" <[email-masked]<mailto:[email-masked]>>, "Ashish Karini" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Thamilalagan M" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Escalations Dxbteam" <[email-masked]<mailto:[email-masked]>>, "Renato Salipande" <[email-masked]<mailto:[email-masked]>>, "Ahmed Eltegani" <[email-masked]<mailto:[email-masked]>>, "HomeBox Customercare UAE" <[email-masked]<mailto:[email-masked]>>, "murtaza kutiyanawala" <[email-masked]<mailto:[email-masked]>>, "Sameer Sadiq" <[email-masked]<mailto:[email-masked]>>, "Raja Ramachandran" <[email-masked]<mailto:[email-masked]>>, "Nada Hattar" <[email-masked]<mailto:[email-masked]>>, "Taima Zeid" <[email-masked]<mailto:[email-masked]>>, "farah.badawi" <[email-masked]<mailto:[email-masked]>>, "Deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "Sanaa.Hammad" <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, April 11, 2023 2:18:26 PM
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi Team,

I hope this email finds you all in good health.

I hope as discussed before we are following the same as given in the below email to avoid any inconvenience for our LMG team in collating the data.

As requested below, please put all the required details while creating FD ticket (For e.g. email address, phone #, AWB/RVP, order ID, concept/department, correct group, correct disposition etc..

[A close up of a sign    Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
E   :  [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina
P.O.Box 282028, UAE.
www.homeboxstores.com<http://www.homeboxstores.com/>

From: Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 10, 2023 11:11 AM
To: Thamilalagan M <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi @Thamilalagan M<mailto:[email-masked]>

Below, highlighted for the CS agent, let me assure you that all the necessary fields must be filled out by a CS agent during the creation of a ticket in FD.

The concept information is available in FD and mentions the name "product."

Thanks & Regards,
 [Shape    Description automatically generated with medium confidence]
Shababe Quamar
[[email-masked]]
+971 4 517 4278
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital/>

From: Thamilalagan M <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, April 8, 2023 5:38 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Dear CS Team,
   Still, the same issue is repeating. We are trying our best to ensure better customer experience, but this kind of issues are making us to take more time and impacting closure TAT. We do understand that some mistakes will happen but getting 40% of tickets daily is huge number.

@Mohammad Shababe Quamar<mailto:[email-masked]> Kindly extend your support on this. As we are unable to get the concept wise view in FD from my access.

Below are the sample IDs, which we don’t find any AWB number on the tool while downloading tasks from the FD.

Ticket ID
5984776
5993253
5993525
5995605
5996235
5996406
5996692
5997112
5997795
5997922
5998078
5999089
6000363
6000401
6000585
6001280
6001514
6001522
6001568
6001909
6002020
6002479
6002899
6003104
6003243
6003516
6003542
6003592
6004639
6004873
6004933
6005955
6005993
6007178
6007227
6007245
6007284
6007339
6007358
6007524
6007744
6007922
6008126
6008401
6008577
6009366
6009566
6009799
6009880
6010141
6010808
6011086
6011384
6011761
6012708
6012719
6012725
6012762
6012849
6012851
6012924

Regards,
THAMIL

From: Thamilalagan M
Sent: Monday, April 3, 2023 11:02 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi @Jessie Caparas<mailto:[email-masked]>,
   Mail acknowledged, kindly fix this at the earliest. So, we can see the goodness in closure TAT.

Regards,
THAMIL

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 3, 2023 10:35 AM
To: Thamilalagan M <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE
Importance: High

Hi @Thamilalagan M<mailto:[email-masked]>

My team will look into this on priority.

Due to the Ramadan peak, we have many new hires in the call center & we are continuously pushing the vendor to monitor & correct such mistakes until the team is fully adjusted to the process.

Thanks for highlighting these to us.

[A picture containing text, clipart    Description automatically generated]

Jessie Caparas
Team Leader
+971 4 5172087
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital/>

From: Thamilalagan M <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, April 1, 2023 1:16 PM
To: Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Dear @Mohammad Shababe Quamar<mailto:[email-masked]>@Jessie Caparas<mailto:[email-masked]>

Still, we are facing the issue after highlighted many times. Below are the sample ticket IDs which doesn’t have AWB number in the required fields.

S No
Ticket ID
1
5915381
2
5943380
3
5944685
4
5945358
5
5950987
6
5951299
7
5952135
8
5952421
9
5952568
10
5952581
11
5952617
12
5952636
13
5952865
14
5952988
15
5953244
16
5953569
17
5953618
18
5955770
19
5955906
20
5955962
21
5955963
22
5955971
23
5955998
24
5956007
25
5956026
26
5956135
27
5956333
28
5956396
29
5956473
30
5956540
31
5956591
32
5956625
33
5956695
34
5956882
35
5956936
36
5957067
37
5957160
38
5957443
39
5957473
40
5957609
41
5957688
42
5957788
43
5958145
44
5958228
45
5958724
46
5958819
47
5959300
48
5959318
49
5959353
50
5960997
51
5961002
52
5961038
53
5961045
54
5961113
55
5961137
56
5961161
57
5961284
58
5961286
59
5961324
60
5961342
61
5961382
62
5961449
63
5961478
64
5961485
65
5961486
66
5961537
67
5961577

Regards,
THAMIL

From: Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 28, 2023 10:20 AM
To: Thamilalagan M <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi @Thamilalagan M<mailto:[email-masked]> Thanks for bringing this up. I'll let our CS staff know to tag the appropriate FD's ticket and enter all pertinent data in the ticket property field, such as AWB or RVP.

Thanks & Regards,
 [Shape    Description automatically generated with medium confidence]
Shababe Quamar
[[email-masked]]
+971 4 517 4278
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital/>

From: Thamilalagan M <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 27, 2023 4:46 PM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>; Vijay Pokhriyal <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Subject: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi Team,
   Greetings for the day. Hope you all are safe and healthy.

We have been highlighted this previously also, but still, we are not getting proper AWB details in Freshdesk.  Kindly support us on streamlining this issue, so that we can increase our response rate and faster closure.

Note: Not mentioning any concept, sharing overall concerns here for our betterment.

  1.  Whenever we download the data, there are 50-60 out of 150 or 170 tickets raised without AWB number details.
  2.  Complaint reason is not selected for 60-70 tickets, we need to check manually for all the cases, and it is taking longer time.
  3.  If all the required details are filled at the time of ticket creation in designated fields, it will help us for the quick closure.

Regards,
THAMIL

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>
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