Subject: Re: Steerco data May
From: Ashish Dabral <[email-masked]>
To: Ahmed Zoher <[email-masked]>
Date: Tue, 14 Jun 2022 08:31:02 -0700 (MST)

Hi Ahmed, 

Here is the attached report. 

Regards, 
Ashish Dabral 

From: "Ahmed Zoher" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Tuesday, June 14, 2022 6:40:12 PM 
Subject: FW: Steerco data May 

Hi Ashish, 

please find the details you requested, share the report. 

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: Syam Rajan1 <[email-masked]> 
Sent: Tuesday, June 14, 2022 5:06 PM 
To: Neeraj Bhanwariwal <[email-masked]>; Murtaza Kutiyanawala <[email-masked]> 
Cc: Sujay Mallesha <[email-masked]>; Ashick Ali <[email-masked]>; Rasheed Mavumkeel <[email-masked]>; Sameer Sadiq <[email-masked]>; Vijay Maharaja <[email-masked]>; Ahmed Zoher <[email-masked]>; Alen Muthalaly <[email-masked]> 
Subject: RE: Steerco data May 

Dear All, 

Please find the attached Customer Care cost for YTD May-22 

Regards, 

	

Syam Rajan 

Finance Team 

T : +971 4 517 2300 

F : +971 4 517 2386 

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

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

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

From: Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, 14 June 2022 3:48 PM 
To: Syam Rajan1 < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] >; Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

Hi Syam, 

Pls share CCC Cost YTD May… 

Regards, 

Neeraj 

From: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 14, 2022 3:45 PM 
To: Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

We are taking too long for response to steerco DATA, surprised to see email sent on 9 th and reply on 14 th still no info….. 

Will not accept this sort of delay going forward… we work as a team and we need to be aggressive enough to complete the task… That’s what HBox is! 

	

Sameer Sadiq 

Senior Manager - Retail Ops 

T : +971 4 517 2300 

D : +971 4 517 2355 

M : +971 56 401 3016 

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=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cb4c09abf938d434b861508da4dfb58c4%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637908039165877398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=HKfaAY%2FyX4EHp4g%2B0%2FqyFJjCPV0TxhWyvsXKwJS2jHw%3D&reserved=0 | www.homeboxstores.com ] 

From: Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 14, 2022 1:26 PM 
To: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

Hi Ahmed, 

CCC data can be provided by UAE territory finance team, [ mailto:[email-masked] | 
@Neeraj Bhanwariwal ] please help on the below. Ecom related data can be shared by [ mailto:[email-masked] | 
@Alen Muthalaly ] . 

From: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 09 June 2022 14:15 
To: Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] >; Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

Hi Vijay, 

I need it from July 2021 to May 2022 for the CCC Cost and e-com count 

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. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cb4c09abf938d434b861508da4dfb58c4%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637908039165877398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=HKfaAY%2FyX4EHp4g%2B0%2FqyFJjCPV0TxhWyvsXKwJS2jHw%3D&reserved=0 | www.homeboxstores.com ] 

From: Ahmed Zoher 
Sent: Thursday, June 9, 2022 1:41 PM 
To: Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] >; Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

Hi Neeraj, 

Thanks so much. 

[ mailto:[email-masked] | @Vijay Maharaja ] can you please help with the CCC Cost and e-com count. 

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. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cb4c09abf938d434b861508da4dfb58c4%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637908039165877398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=HKfaAY%2FyX4EHp4g%2B0%2FqyFJjCPV0TxhWyvsXKwJS2jHw%3D&reserved=0 | www.homeboxstores.com ] 

From: Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, June 5, 2022 2:47 PM 
To: Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

All, 

Pls find below for B&M 

[ mailto:[email-masked] | @Vijay Maharaja ] as this is a monthly requirement pls ask Sandesha (TCS) to share this to CCC team on monthly basis. He can also share the NPS score and eCom order count as they have these reports in their scope 

	

Month 	

Inv Ct 

Jul-21 	

78,100 

Aug-21 	

67,941 

Sep-21 	

70,141 

Oct-21 	

76,047 

Nov-21 	

86,097 

Dec-21 	

94,751 

Jan-22 	

71,675 

Feb-22 	

62,721 

Mar-22 	

79,000 

Apr-22 	

73,518 

May-22 	

66,404 

Regards, 

Neeraj 

From: Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 2, 2022 7:06 PM 
To: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Neeraj Bhanwariwal < [ mailto:[email-masked] | [email-masked] ] >; Rasheed Mavumkeel < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

Dear [ mailto:[email-masked] | 
@Neeraj Bhanwariwal ] / [ mailto:[email-masked] | @Rasheed
 Mavumkeel ] , 

Please provide the data for the B&M order count. 

From: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 02 June 2022 18:21 
To: Alen Muthalaly < [ mailto:[email-masked] | [email-masked] ] >; Sujay Mallesha < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [email-masked] ] >; Vijay Maharaja < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Steerco data May 
Importance: High 

Hi all, 

[ mailto:[email-masked] | @Alen Muthalaly ] Can we get the NPS scoring please for steerco May report? 

[ mailto:[email-masked] | @Ashick Ali ] can you help to get the Ecom order count 

[ mailto:[email-masked] | @Vijay Maharaja ] Can you help to get the B&M order count 

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. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cb4c09abf938d434b861508da4dfb58c4%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637908039165877398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=HKfaAY%2FyX4EHp4g%2B0%2FqyFJjCPV0TxhWyvsXKwJS2jHw%3D&reserved=0 | www.homeboxstores.com ] 

From: Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 2, 2022 6:08 PM 
To: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

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

Hi Ahmed, 

You are most welcome, please find the below. 

	

UAE 	

No of calls 	

Percentage 

HBU_Del_Ar 	

6095 	

	

HBU_Stores Inf_Ar 	

1836 	

	

HBU_Sales_Ar 	

196 	

	

HBU_Comp_Ar 	

4630 	

	

HBU_Ecom_Ar 	

2803 	

	

HBU_Del_En 	

7158 	

	

HBU_Stores Inf_En 	

296 	

	

HBU_Sales_En 	

305 	

	

HBU_Comp_En 	

5134 	

	

HBU_Ecom_En 	

2329 	

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] ] 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.crystel.co%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cb4c09abf938d434b861508da4dfb58c4%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637908039165877398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=SmaTDFRmKB9YOVoxvlXksD3ObnhKVul9AnGikR1G2fA%3D&reserved=0 | www.crystel.co ] 

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From: Ahmed Zoher [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Thursday, June 2, 2022 5:03 PM 
To: Maryam Yahya 
Cc: Murtaza Kutiyanawala; Sameer Sadiq 
Subject: RE: Steerco data May 

Hi Maryam, 

Many thanks, can you also provide the below: 

For March April May 

	

UAE 	

No of calls 	

Percentage 

HBU_Del_Ar 	

	

HBU_Stores Inf_Ar 	

	

HBU_Sales_Ar 	

	

HBU_Comp_Ar 	

	

HBU_Ecom_Ar 	

	

HBU_Del_En 	

	

HBU_Stores Inf_En 	

	

HBU_Sales_En 	

	

HBU_Comp_En 	

	

HBU_Ecom_En 	

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. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cb4c09abf938d434b861508da4dfb58c4%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637908039165877398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=HKfaAY%2FyX4EHp4g%2B0%2FqyFJjCPV0TxhWyvsXKwJS2jHw%3D&reserved=0 | www.homeboxstores.com ] 

From: Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 2, 2022 6:00 PM 
To: Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Sameer Sadiq < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Steerco data May 

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

Hi Ahmed, 

Please find the below as requested. Please let me know if you need anything else. 

	

UAE 	

Volume 	

Interaction to Order Ratio 	

Call to Order Ratio 	

Email to Order ratio 	

Chat to Order ratio 	

Calls SLA % 	

Calls 	

Average response time 	

Average Handling time 	

Cost per contact 	

NPS post checkout 	

NPS post delivery 

Abandon % 	

Call (sec) 	

Email 	

Chat (sec) 

Target 	

- 	

- 	

- 	

- 	

- 	

85% 	

10% 	

00:30 	

24h 	

00:30 	

04:00 	

50 	

50 

May’22 	

	

	

85% 	

3% 	

00:16 	

	

04:36 	

	

	

Avg. L3M 	

	

	

87% 	

2% 	

00:15 	

	

04:44 	

	

	

YTD May’22 	

	

	

87% 	

2% 	

00:14 	

	

04:53 	

	

	

UAE 	

No of calls 	

Percentage 

HBU_Del_Ar 	

1620 	

	

HBU_Stores Inf_Ar 	

514 	

	

HBU_Sales_Ar 	

60 	

	

HBU_Comp_Ar 	

1212 	

	

HBU_Ecom_Ar 	

772 	

	

HBU_Del_En 	

2033 	

	

HBU_Stores Inf_En 	

81 	

	

HBU_Sales_En 	

92 	

	

HBU_Comp_En 	

1473 	

	

HBU_Ecom_En 	

690 	

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] ] 

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From: Ahmed Zoher [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Thursday, June 2, 2022 11:47 AM 
To: Maryam Yahya 
Cc: Murtaza Kutiyanawala; Sameer Sadiq 
Subject: Steerco data May 

Hi Maryam, 

Can you please provide the below data? 

	

UAE 	

Volume 	

Interaction to Order Ratio 	

Call to Order Ratio 	

Email to Order ratio 	

Chat to Order ratio 	

Calls SLA % 	

Calls 

Abandon % 	

Average response time 	

Average Handling time 	

Cost per contact 	

NPS post checkout 	

NPS post delivery 

Call (sec) 	

Email 	

Chat (sec) 

Target 	

- 	

- 	

- 	

- 	

- 	

85% 	

10% 	

0:30 	

24h 	

0:30 	

4:00 		

50 	

50 

May’22 														

Avg. L3M 														

YTD May’22 														

	

UAE 	

No of calls 	

Percentage 

			

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. 

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