HEAD OFFICE

S.NO SR-CRE-Kawaljeet Kaur - Lucknow(Shn-Mhn-Blp,Basti) S.NO

1- PSF Process(lucknow location) 1

Listen and register feedback given by customer- through (VOC Portal) while Happy Calling
A A
24 hrPost delivery Call to Customer take feedback for all paramters
B 2

10th day post delivery Call to customer about doucumentation.

C A

20 th day call to Customer about overall pperformance of Vehcle &service shcedule eduction
D B
Maintain PSF Tracker ( Customer Details-DOB,Occupation, HMM ,Fastag)
E C
Home Visit pendency Tracker. Maintain Filing of HV Forms
F 3
Record PSF Complains and resolve the complains accordingly.
G A
Open internal complain & send acnowledgement mail to custoner,resolve the concern with
help of CRM and close the complain send clarification Closer mil to customer close the
H complain in GDMS as well. B
Maintain case study action taken & countermeasure with the help of CRM
I C
Take Feedback of Customers during Delivery -2nd Half ( 4:00 pm to 7:00 pm) if require
J D
Maintain Referral Coupon if require
K E
SHn20 cust vsist STP 4-
S.NO Reception- Shagufi - SHN S.NO

Show room Chekclist check 3 time

A A
washroom Checklist check 3 times,Display vehcheck list 2 times
B B

Post delivery pic send to watsup to group

C C
Check guard Vallet paking driver gromming & attaendece & update on group
D D
Guard Register check & update walk in after 7 pm
E E
Ask delivery shcedule to ASMs & update delivery Board
F F
Attend customer with hyundai namshkar & Ask about customer need &act acordingliy
G G
Arrange delivery items as per delivery
H H
Assure 100%google review,
I I
J RC & numerplate updation in google sheet J
Delivery item cordination to HO
K
l Pentry items for customer refreshment

M
CRE-RICHA - Lucknow(Shn-Mhn-Blp,STP) S.NO

Booking DlD-Payment Varification process 1-

All Location Booking and Delivery Payemnt Varification call &
mail to mangment
A
Physical Booking varification Process B

Physical varification of all booking files (shn)only

C

All location 3rd day PSF punching in GDMS

D
FOB key process E

D
Take Feedback of Customers during Delivery -2nd Half ( 4:00 pm
to 7:00 pm) if require F

STP 4-5 cust visit BST 5-8 cust visit

Reception- Sakshi S.NO

Show room Chekclist check 3 time

A
washroom Checklist check 3 times
B
Td varification,100% Walkin updation in system(google
form)
C
Display vehcheck list 2 times
D
Check guard Vallet paking driver gromming & attaendece &
update on group E
Guard Register check & update walk in after 7 pm
F
Attend customer with hyundai namshkar & Ask about customer
need &act acordingliy G
Arrange delivery items as per delivery
H
Assure 100%google reveiw
I
RC & numerplate updation in google sheet J

K
 CRE-Nikita - (Shn-Mhn-Blp,Stp,Bst)

Booking Mail & watsup process

All booking to delivery welcome mail (all loaction)

Take Feedback of Customers during Delivery -2nd Half ( 4:00

pm to 7:00 pm) if require

Watsup msg,all,Delivery vedio

Post Test drive varifiaction call

Test drive file maintain

Booking Cancellation Process
SC came with booking cancelation file to CRE

CRE varify all the KYC with customer

Send File to Account Department

Refund msgs to customers

Reception alternative (Sat or Sunday)

BST 5-8 cust visit mhn 7-10 cust visit

Reception- Kajal Training Required S.NO

Show room Chekclist check 3 time

A
washroom Checklist check 3 timesDisplay vehcheck list 2
times B
Td varification,100% Walkin updation in
system(google form)
C
Check guard Vallet paking driver gromming & attaendece &
update on group D
Guard Register check & update walk in after 7 pm
E
Ask delivery shcedule to ASMs & update delivery Board
F
Attend customer with hyundai namshkar & Ask about
customer need &act acordingliy G
Arrange delivery items as per delivery
H

RC & numerplate updation in google sheet I

Post delivery pic send to watsup to group
J
Assure 100%google reveiw
K
l
 mhn 7-10 cust visit
Reception- Suchita
Show room Chekclist check 3 time

washroom Checklist check 3 times

Td varification,100% Walkin updation in system(google

form)

Display vehcheck list 2 times,100% Walkin updation in system

Call on delivery customers scheduled fot today and do sna

Check guard Vallet paking driver gromming & attaendece &
update on group

Ask delivery shcedule to ASMs & update delivery Board

Attend customer with hyundai namshkar & Ask about

customer need &act acordingliy

Arrange delivery items as per delivery

Post delivery pic send to watsup to group

Assure 100%google reveiw

RC & numerplate updation in google sheet

S.NO POONAM(CRM-SHN-MHN-BLP) S.NO

1- Attend morning meeting & discuss previous day concern 1-

A Make detail of todays delivery and plan veh acordingly

Check Happy Calling VOC and analysis the gap and discuss
B with Team & take counter measures for further A

C Send SSI KPI Report to H- CRM/toshima Ma'am/Shekhar sir B

Group msges cross check( watsup group created or not,all
msges done or not,digital docket shared or not,reply to
D customer if any isue raised) C

E Walkaround of fcailty,DIGITAL TOOLS CHECK D

Delivery feedback of all customer educate abour rating

F scale assure hassele free delivery and customer experience E

G HMM Daviation Report Lucknow F

check previous day gaps,HMM daviation,blulink

H daviation,Acc pendency & resolve the issues G

I Resolve complains of PSF, HMIL,internal , or any issue H

Send Booking & Waiting confirmation mail to customers,&

J WATSUP MSG I

K Stationay/facility / water/Printing,Organise Event if any J

M RO report/Booking traker/refund/cati/cake cutting K

N CATI calling review for NPS

CRE /Reception Performance report check and maitain send
L fortnightly to H-CRM
Rerformance report send to HCRM & Toshima Ma'am By
O mail
Compalin ananlysis PPT with acction taken ,Root cause
P ananlysis &countermeasure
NEHA (CRE-MHN-WRC) S.NO

Attend morning meeting & discuss previous day concern 1-

Make detail of todays delivery and plan veh acordingly

Check Happy Calling VOC and analysis the gap and discuss with Team & take
counter measures for further A

Send SSI KPI Report to H- CRM/toshima Ma'am/Shekhar sir B

Group msges cross check( watsup group created or not,all msges done or
not,digital docket shared or not,reply to customer if any isue raised) C

Walkaround of facailty,DIGITAL TOOLS CHECK D

CATI Calling for NPS (LUCKNOW) E

Delivery feedback of all customer educate abour rating scale assure hassele
free delivery and customer experience F

check previous day gaps,HMM daviation,blulink daviation,Acc pendency &

resolve the issues G

Resolve complains of PSF, HMIL,internal , or any issue H

Organise Event if any I

Stationay/facility / water/Printing,Organise Event if any J

RO report/Booking traker/refund/cati/cake cutting K

Home visit updation M

L
SHIKHA (CRM-BASTI) S.NO

Attend morning meeting & discuss previous day concern 1-

Make detail of todays delivery and plan veh acordingly

Check Happy Calling VOC and analysis the gap and discuss with
Team & take counter measures for further A

Send SSI KPI Report to H- CRM/toshima Ma'am/Shekhar sir B

Group msges cross check( watsup group created or not,all msges
done or not,digital docket shared or not,reply to customer if any
isue raised) C

Walkaround of facailty DIGITAL TOOLS CHECK D

Delivery feedback of all customer educate abour rating scale

assure hassele free delivery and customer experience E

check previous day gaps,HMM daviation,blulink daviation,Acc

pendency & resolve the issues F

Booking cancelation process &send report to HO G

CATI Calling for NPS for NPS (BASTI) H

Maintain statinory,Dress ,Id Card Employee punching,Leave

application,visiting card I

Home visit updation J

post Booking Follow-up Of GDMS call & updatiom all
loaction K
CRE /Reception Performance report check and maitain send
fortnightly to H-CRM M

Rerformance report send to HCRM & Toshima Ma'am By mail N

Compalin ananlysis PPT with acction taken ,Root cause ananlysis
&countermeasure L

Stationay/facility / water/Printing,Organise Event if any O

Preeti Sr CRE STP

Attend morning meeting & discuss previous day concern

Make detail of todays delivery and plan veh acordingly

Check Happy Calling VOC and analysis the gap and discuss with Team &
take counter measures for further

Send SSI KPI Report to H- CRM/toshima Ma'am/Shekhar sir

Group msges cross check( watsup group created or not,all msges done or
not,digital docket shared or not,reply to customer if any isue raised)

Walkaround of facailty DIGITAL TOOLS CHECK

Delivery feedback of all customer educate abour rating scale assure

hassele free delivery and customer experience

check previous day gaps,HMM daviation,blulink daviation,Acc pendency &

resolve the issues

STP PSF& CATI CALLS

Resolve complains of PSF, HMIL,internal , or any issue

Send Booking & Waiting confirmation mail to customers

Misellaneous work,booking cancellation , referrral coupons

Stationay/facility / water/Printing,Organise Event if any

RO report/Booking traker/refund/cati/cake cutting

Rerformance report send to HCRM & Toshima Ma'am By mail

Compalin ananlysis PPT with acction taken ,Root cause ananlysis
&countermeasure
 Enq

Booking

Customer
Experience(Valle
t to Delivery) &
5S

Post Sales
Customer
Experience
Post Sales
Customer
Experience

Training

Reporting

Test Drive
 H-CRM Sales-Suruchi Shukla N

Weekly location visit for all 4 loaction & share report to management. Participate in morning meeting
to discuss the issue/Concern new implimentation,updation,if require

Monitor customer experience , process , Enq data maintenance,capture gap in process if any and
implement new idea .

Digital TAT Monitering,Digital conversion monitering,Enq calling process monitering

Call Recording ananlysis, Gap ananlysis , Training

Discuss Critical case of Post booking followup with Authorities(SM,GM,ASM) and resolve

Assuring B+calling and proper welcome &allocation mail to customer for all location

Accutal Td & punching in GDMS report moniter send gap to group

Daily delivery process Audit (Todays delivery plan, Delivery veh status,location, Delivery vehicle timing
,condition, finance process, Customer convenience) with loaction CRM

Assure cleaning of showroom right from vallet parking ,reception delivery area & authorities sitting
area ,draws washroom (Prepare a daily 5s audit sheet of loaction .

Assuring that all digital gadgets are in working condition at all locations and working at 100%
capacity .Assure showroom fullfilled all SSI Noms.

Day wise 5s audit sheet to be send by Head CRM to senior management when location visit and CRM
in absence of Head Crm )

Maintanance and mangement of Referral Coupon, Employee Refferal report,PSF KPI report

Appointment and management of vendors for gifts, decortional items and customer facility related
items, HMIL related stationary

Arranging any Event (Customer Meet Management visit)

Responsible for resolving customer complaints by taking corrective action i.e. Complaints-
HMIL,PSF,QUERY and SSI of all locations.if require

Responsible for All Location Customer feedback calling (PSF,CATI,BOOKING,RC )

Coordinate with HMIL head office and regional office team to resolve customer issues and seek
support if require.Responsible to send Group monthly report to HMIl

Assurance of all HMIL complaint closures in GDMS, clarification emails, acknowledgement emails are
being followed is same manner and process at all loations

Analysis of PSF complains address customer voc and take corrective measures & send monthly report
to management.

Assure 1st service hassel free experience with cordination of service CRM.&FOB mangment

Providing training regarding new process implementations to CRM &Sales teams

Provide tarining to new joinee of Customer care team

Daily KPI report preapre check accuracy & weekly send to management

Prepare and moniter CRE & CRM Daily Montly performance and send to mangment

Weekly GroupHMIL report Send To HMIL

TD car's maintinence, servicing, its average and fueling expenses will be monitored & maintain
Record.
when assign

when assign

when assign
 CALLING FEEDBACK EXCEL FOLLOWUP COMMUNICATION EXCUTION
SHN 1 KAWAL A B B C A B
2 NITIKA B B A A A A
3 RICHA B B B A B A
4 SHAGUFI A C C A B A

POONAM 5
SURUCHI 6 A B B A B A
MHN 7 NEHA A A A A B A
8 PAAYAL B B B B A A
9 SHUCHITA MEN

BST 10 SNEHA B B C B C B
11 SHIKHA A A B A B A
12 KAJAL
STP 13 PREETI A A B A B A
14 SHRUTI B B B B B B

15 POOJA

PSF
CALLING kawal shagufi shuchita shikha preeti NEHA
FOLLOWUP NIKITA RICHA PAYAL SNEHA SHRUTI
A B C
2 3 1
4 2 0
2 4
3 1 2

CATI CALL
N- 15 DAY BOOKING CALL+ N+1 CONGRATULATION CALL