Subject: Re: Designated RMA approvers
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Innocent Bohui, INBO" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "Morris Frost, MOFT" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>
Date: Fri, 23 Apr 2021 00:30:02 -0700 (MST)

Thank you Heta, 

This is very helpful. I will share with the team. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Innocent Bohui, INBO" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "Morris Frost, MOFT" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Thursday, April 22, 2021 8:05:06 PM 
Subject: RE: Designated RMA approvers 

Hi Pritish, 

I have added a new macro and they should use these two macros when escalating to Level 2: 

    1. Level 1::Transfer:: Transfer RMA approval request to Level 2 

    * For all RMA approval requests. 
    * They will automatically be assigned to the RMA unassigned queue. 

    1. Level 1::Transfer:: Transfer to Level 2 

    * For all other queries that need to be escalated to Level 2. 
    * They will automatically be assigned to the Level 2 unassigned queue. 

I understand that the agents might need some time to adjust. Please let me know any other feedback. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

	

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From: Pritish Nandi <[email-masked]> 
Sent: 22. april 2021 16:12 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Innocent Bohui (INBO) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>; Morris Frost (MOFT) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]> 
Subject: Re: Designated RMA approvers 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Thank you Heta for clarifying that, 

The only fear I have is the confusion of what to send where from L1 Team. 

If we have separate macros then we can be sure that the group it is assigning tickets is at least correct. 

I am just saying that they may need a little time to get hang of this process as they are very used to escalating to L2. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Innocent Bohui, INBO" < [ mailto:[email-masked] | [email-masked] ] >, "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] >, "Matthew Broadley, MAEY" < [ mailto:[email-masked] | [email-masked] ] >, "Morris Frost, MOFT" < [ mailto:[email-masked] | [email-masked] ] >, "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, April 22, 2021 7:34:10 PM 
Subject: RE: Designated RMA approvers 

Hi Pritish, 

If you don’t know, if it would be RMA, you escalate to the L2 queue for technical review. 

You can use the usual Transfer to Level 2 macro, but I can also make another one, if you think it’s needed. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7Ca46ae4e26f964238011808d9059891d9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637546975120965964%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=e5crpTESRJmHwrMj2K6fEC8yJCINVRoiPhBxNbYht90%3D&reserved=0 ] 

	

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From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 22. april 2021 15:47 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Innocent Bohui (INBO) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] >; Matthew Broadley (MAEY) < [ mailto:[email-masked] | [email-masked] ] >; Morris Frost (MOFT) < [ mailto:[email-masked] | [email-masked] ] >; Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Designated RMA approvers 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

Thank you for sharing this. 

A couple of questions: 

1. There are a lot of times when we do not know if this would need a replacement but we get RMA approved from L2. Shall we still keep escalating them to L2? 

2. Do we have any macro for this? That would be good. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Innocent Bohui, INBO" < [ mailto:[email-masked] | [email-masked] ] >, "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] >, "Matthew Broadley, MAEY" < [ mailto:[email-masked] | [email-masked] ] >, "Morris Frost, MOFT" < [ mailto:[email-masked] | [email-masked] ] >, "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, April 22, 2021 6:04:20 PM 
Subject: FW: Designated RMA approvers 

Hello everyone, 

With immediate effect Level 1 should assign all Enterprise RMA approval tickets to the RMA group as unassigned instead of the Level 2 queue. [ mailto:[email-masked] | 
@Pritish Nandi ] Please inform the team. Gaming continues as usual. 

Dear approvers [ mailto:[email-masked] | @Innocent Bohui (INBO) ] [ mailto:[email-masked] | @Josephine Veena Dorairaj (JVDO) ] [ mailto:[email-masked] | 
@Matthew Broadley (MAEY) ] [ mailto:[email-masked] | 
@Morris Frost (MOFT) ] Please keep an eye on the new RMA Approvals queue, check and approve/decline the requests accordingly. For quantity above 3, assign the tickets to the Teamlead group as unassigned. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7Ca46ae4e26f964238011808d9059891d9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637546975121005941%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=SomecoaWEYDupSfmdUHHBnCLbdo7xmjcphr22asTSB8%3D&reserved=0 ] 

	

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From: Heta Nyrhinen (HNYR) 
Sent: 22. april 2021 13:52 
To: Innocent Bohui (INBO) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] >; Muhammad Ali (MUAI) < [ mailto:[email-masked] | [email-masked] ] >; Matthew Broadley (MAEY) < [ mailto:[email-masked] | [email-masked] ] >; Christopher Kurek (CKUR) < [ mailto:[email-masked] | [email-masked] ] >; Morris Frost (MOFT) < [ mailto:[email-masked] | [email-masked] ] >; Temistocles Valdes (TEVL) < [ mailto:[email-masked] | [email-masked] ] >; Daisuke Murata (DIUM) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Designated RMA approvers 
Importance: High 

Hello team, 

We have appointed designated RMA approvers in each shift, which means that only these people will be approving RMAs for the time being. We want to follow more closely, if there are recurrent product issues so the approval procedure will be divided between a few colleagues. 

These are the RMA approvers: 

EMEA: Josephine and Innocent 

AMER: Morris 

APAC: Matthew 

Replacement quantity more than 3 products: Heta and Sara 

This means that other Level 2 agents won’t be approving RMAs for now and will assign the tickets to the responsible persons during their shifts. 

Please let me know, if you have any questions or concerns. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

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