Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE
From: Anslem Misquitta <[email-masked]>
To: hblsmuae <[email-masked]>, crys_hb <[email-masked]>
Cc: OLM DXB <[email-masked]>, Aditya Manapuram <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Ashish Karini <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Thamilalagan M <[email-masked]>, Jessie Caparas <[email-masked]>, Escalations Dxbteam <[email-masked]>, Renato Salipande <[email-masked]>, Ahmed Eltegani <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Murtaza Ku
Date: Tue, 11 Apr 2023 08:48:26 +0000

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]>
Sent: Monday, April 10, 2023 11:11 AM
To: Thamilalagan M <[email-masked]>; Jessie Caparas <[email-masked]>; Escalations Dxbteam <[email-masked]>; Anslem Misquitta <[email-masked]>; Renato Salipande <[email-masked]>; Ahmed Eltegani <[email-masked]>
Cc: OLM DXB <[email-masked]>; Aditya Manapuram <[email-masked]>; Vijay Pokhriyal <[email-masked]>; Ashish Karini <[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

Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE
From: Anslem Misquitta <[email-masked]>
To: Thamilalagan M <[email-masked]>, Aditya Manapuram <[email-masked]>
Cc: OLM DXB <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Ashish Karini <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Escalations Dxbteam <[email-masked]>, Jessie Caparas <[email-masked]>, Renato Salipande <[email-masked]>, Ahmed Eltegani <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>, Sanaa.Hammad <[email-masked]>, samer aburamadan <samer
Date: Sat, 1 Apr 2023 15:29:56 +0000

Hi Thamil/Aditya,

I hope this email finds you in good health.

Is there a possibility to share the below list concept wise.

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Thamilalagan M <[email-masked]>
Sent: Saturday, April 1, 2023 1:16 PM
To: Mohammad Shababe Quamar <[email-masked]>; Escalations Dxbteam <[email-masked]>; Jessie Caparas <[email-masked]>; Anslem Misquitta <[email-masked]>; Renato Salipande <[email-masked]>; Ahmed Eltegani <[email-masked]>
Cc: OLM DXB <[email-masked]>; Aditya Manapuram <[email-masked]>; Vijay Pokhriyal <[email-masked]>; Ashish Karini <[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,

Shababe Quamar

+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

Subject: RE: Support required on escalations from CS Team - LMG OLM
From: Anslem Misquitta <[email-masked]>
To: samer aburamadan <[email-masked]>, Sanaa.Hammad <[email-masked]>, Nada Hattar <[email-masked]>, Taima Zeid <[email-masked]>, syed.ataullah <[email-masked]>, amir.aziz <[email-masked]>, malek.hosan <[email-masked]>
Cc: OLM DXB <[email-masked]>, Peter Dsouza <[email-masked]>, Ashish Karini <[email-masked]>, Thamilalagan M <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Mohamed Yassin <[email-masked]>, HCUAECCC <[email-masked]>, Escalations Dxbteam <[email-masked]>, farah.badawi <[email-masked]>, HomeBox Customercare UAE <
Date: Tue, 7 Feb 2023 11:44:39 +0000

Hi Team,

Please go through the below email and adhere to what is mentioned.

We will put AWB on all the ticket as mandatory (Primary and Child ticket) that gets created in Fresh Desk for collection/pickup/delivery.

Feel free to approach if any help/clarification required.

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Ashish Karini <[email-masked]>
Sent: Tuesday, February 7, 2023 3:22 PM
To: Thamilalagan M <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Anslem Misquitta <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Mohamed Yassin <[email-masked]>; HCUAECCC <[email-masked]>; Escalations Dxbteam <[email-masked]>
Cc: OLM DXB <[email-masked]>; Peter Dsouza <[email-masked]>
Subject: RE: Support required on escalations from CS Team - LMG OLM

++

Regards

Ashish Kumar Karini

Manager – Ecommerce Operations(Lastmile UAE)

From: Thamilalagan M <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, February 7, 2023 3:21 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>; Peter Dsouza <[email-masked]<mailto:[email-masked]>>
Subject: Support required on escalations from CS Team - LMG OLM

Hi All,

    As a team, we are working on escalations closure and reduction of bad experience to the customers.

In meanwhile, we’re facing the issue that many of the tickets are raised without mentioning AWB numbers.

@Jessie Caparas<mailto:[email-masked]> as we discussed, kindly help us on this.

Regards,

Thamil

OLM-UAE

+971-542454482

Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE
From: Anslem Misquitta <[email-masked]>
To: Thamilalagan M <[email-masked]>, Aditya Manapuram <[email-masked]>
Cc: OLM DXB <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Ashish Karini <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Escalations Dxbteam <[email-masked]>, Jessie Caparas <[email-masked]>, Renato Salipande <[email-masked]>, Ahmed Eltegani <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>, Sanaa.Hammad <[email-masked]>, samer aburamadan <samer
Date: Mon, 3 Apr 2023 11:26:41 +0000

Hi Thamil,

This seems to be very difficult to check all the order manually for Homebox, as we don’t know which order/FD Ticket is for Homebox from 67 tickets given below.

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Thamilalagan M <[email-masked]>
Sent: Monday, April 3, 2023 3:23 PM
To: Anslem Misquitta <[email-masked]>; Aditya Manapuram <[email-masked]>
Cc: OLM DXB <[email-masked]>; Vijay Pokhriyal <[email-masked]>; Ashish Karini <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Escalations Dxbteam <[email-masked]>; Jessie Caparas <[email-masked]>; Renato Salipande <[email-masked]>; Ahmed Eltegani <[email-masked]>; syed.ataullah <[email-masked]>; malek.hosan <[email-masked]>; amir.aziz <[email-masked]>; Sanaa.Hammad <[email-masked]>; samer aburamadan <[email-masked]>; Nada Hattar <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Sameer Sadiq <[email-masked]>; Raja Ramachandran <[email-masked]>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi Anslem,

    We don’t have the concept level bifurcation in our FD access.

Regards,

THAMIL

From: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, April 1, 2023 7:30 PM
To: Thamilalagan M <[email-masked]<mailto:[email-masked]>>; Aditya Manapuram <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[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]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Renato Salipande <[email-masked]<mailto:[email-masked]>>; Ahmed Eltegani <[email-masked]<mailto:[email-masked]>>; syed.ataullah <[email-masked]<mailto:[email-masked]>>; malek.hosan <[email-masked]<mailto:[email-masked]>>; amir.aziz <[email-masked]<mailto:[email-masked]>>; Sanaa.Hammad <[email-masked]<mailto:[email-masked]>>; samer aburamadan <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[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]>>
Subject: RE: Not mentioning AWB number in the FreshDesk tickets - UAE

Hi Thamil/Aditya,

I hope this email finds you in good health.

Is there a possibility to share the below list concept wise.

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

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,

Shababe Quamar

+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

Subject: RE: Support required on escalations from CS Team - LMG OLM
From: Anslem Misquitta <[email-masked]>
To: samer aburamadan <[email-masked]>, Sanaa.Hammad <[email-masked]>, Nada Hattar <[email-masked]>, Taima Zeid <[email-masked]>, syed.ataullah <[email-masked]>, amir.aziz <[email-masked]>, malek.hosan <[email-masked]>
Cc: OLM DXB <[email-masked]>, Peter Dsouza <[email-masked]>, Ashish Karini <[email-masked]>, Thamilalagan M <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Mohamed Yassin <[email-masked]>, HCUAECCC <[email-masked]>, Escalations Dxbteam <[email-masked]>, farah.badawi <[email-masked]>, HomeBox Customercare UAE <
Date: Tue, 7 Feb 2023 11:44:39 +0000

Hi Team,

Please go through the below email and adhere to what is mentioned.

We will put AWB on all the ticket as mandatory (Primary and Child ticket) that gets created in Fresh Desk for collection/pickup/delivery.

Feel free to approach if any help/clarification required.

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Ashish Karini <[email-masked]>
Sent: Tuesday, February 7, 2023 3:22 PM
To: Thamilalagan M <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Anslem Misquitta <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Mohamed Yassin <[email-masked]>; HCUAECCC <[email-masked]>; Escalations Dxbteam <[email-masked]>
Cc: OLM DXB <[email-masked]>; Peter Dsouza <[email-masked]>
Subject: RE: Support required on escalations from CS Team - LMG OLM

++

Regards

Ashish Kumar Karini

Manager – Ecommerce Operations(Lastmile UAE)

From: Thamilalagan M <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, February 7, 2023 3:21 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: OLM DXB <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>; Peter Dsouza <[email-masked]<mailto:[email-masked]>>
Subject: Support required on escalations from CS Team - LMG OLM

Hi All,

    As a team, we are working on escalations closure and reduction of bad experience to the customers.

In meanwhile, we’re facing the issue that many of the tickets are raised without mentioning AWB numbers.

@Jessie Caparas<mailto:[email-masked]> as we discussed, kindly help us on this.

Regards,

Thamil

OLM-UAE

+971-542454482