COMPLAINT MANAGEMENT
Process Overview
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Case Life Cycle
Information Classification- Confidential
STEP 01 STEP 04b STEP 04a
TSM sent back hold/closure TSM submits the hold/
Case is created in New
request. Dealer is sent email closure request. Dealer is
CRM System
notification. sent email notification.
STEP 02
STEP 04
Dealer receives email
notification for the case TSM logs in Portal &
checks the Dealer action
STEP 03 STEP 03
Dealer logs in Portal &
Dealer acts on case initiates hold/closure on
complaint
Case Life Cycle cont…..
Information Classification- Confidential
STEP 04a STEP 06b
Dealer receives email notification
TSM submits the hold/closure request
about case update
and sent to CMT
STEP 05 STEP 05b
CMT sent back hold/close request to
CMT acts on complaint
dealer
STEP 05a STEP 06 A
Dealer receives email notification
CMT approves the hold/close request about case update
and complaint is put on Hold/Closed
Information Classification- Confidential
Explanation about status and reason codes
Status Reason Code Briefing for status and reason code Action Required by
Active New Represents a newly created complaint Dealer/TSM/CMT
Active/ Indicates that the complaint has been initiated for Hold or hold
Hold Initiated TSM
Hold extension by the dealer
Active/ Denotes that the complaint has been approved by the TSM and Complaint Management Team
Hold Submitted
Hold submitted for hold or hold extension. (CMT)
Denotes that the complaint's hold has been sent back, requiring
Active/
Hold Sent Back further review and potential resubmission by either the dealer or Dealer/TSM/CMT
Hold
TSM.
Hold Hold Indicates a complaint that is on hold. Dealer/TSM/CMT
Signifies that the complaint has been reactivated after being on
Active Unhold Dealer/TSM/CMT
hold
Indicates that the complaint has been initiated for closure by the
Active/ Hold Close Initiated TSM/CMT
dealer
Active/ Shows that the complaint has been approved by the TSM and Complaint Management Team
Close Submitted
Hold submitted to the CMT for closure. (CMT)
Denotes that the complaint's closure has been sent back, requiring
Active/
Close Sent Back further review and potential resubmission by either the dealer or Dealer/TSM/CMT
Hold
TSM.
Dealer Resolution Escalations
Information Classification- Confidential
N = Creation Date
Level To CC Frequency
Ageing
Nth Day Initial Level TSM RM Once
N+2 Days First Level RM CBH Once
N+3 Days Second Level CBH RM Once
N+4 Days Third Level Channel Head CBH Once
N+5 Days Fourth Level Channel Head CBH Once
N+10 Days Fifth Level Sales Head (Sr DVM) CBH Once
N+20 Days Sixth Level Sales Head (Sr DVM) CBH Once
Note- Post Sixth Level, weekly reminder gets auto-triggered to TSMs
Hold Process
Information Classification- Confidential
➢ Any complaint that cannot be resolved immediately in such cases TSM can request CM team to place the complaint on hold till the
complaint gets resolved. The CM team will put the cases in hold post validating the hold request shared by the TSM team. A complaint
is not escalated if it is put on hold.
➢ . TSM can submit hold request (Care CRM) following the reasons given below.
▪ Customer unavailable
▪ Third party dependency
▪ Delay in delivery due to MSIL supply constraints.
▪ RC not received due to RTO issue.
▪ Any other MSIL dependency
➢ Post receiving the hold request for respective TSM the below document requires validation.
Hold Process – Required Documents:
➢ TSM to submit Hold Request Format
➢ Apology Letter/Clarification Email/Customer communication/Clarification Letter with POD..
▪ *** Exception Case – RO team may share digital communication (Through WhatsApp/ Texting platform) to the customer
due to below reasons: -
▪ Email Id not available.
▪ Customer not contactable however active digital platform
Hold Document Check Points
Information Classification- Confidential
Parameters to check Checklist
Hold request received from Aligned TSM/RM as per dealer details (Mapping file)
a).5 Reasons as per the standard hold format - Mentioned above
b).1 reason should be highlighted as hold reason
c). Actual complaint number should be mentioned
d). Resolution Status (to be communicated to customer from contact centre) - Resolution provided to the
Hold Format
customer by the dealership should be mentioned.
e). Estimated resolution date - Date should be post complaint registration date.
f). Name & position of dealer/RO person in contact with customer - Dealer person/name should be mentioned in
the filled.
a). Customer email id - Should be as per the customer contact card
Apology Letter/Clarification Email/Customer b). Date of communication - should be after post complaint registration
communication /Clarification Letter with POD c). Complaint Number - Should the actual complaint number if it is mentioned
d). POD (Proof of delivery) Required if the clarification letter sent via Post/Courier
a). RM Approval
Digital communication b). Reason of providing digital approval - Need to provide by TSM
c). Phone number - As per the customer contact card
➢ The above-mentioned criteria is/are not meet; CM Team will send back the case. The RO/Field will share the revised documents
to put the complaint on hold.
Hold Level & Timeline
Information Classification- Confidential
Level wise Hold & Un-hold timeline
Level Timeline Authorised
TSM 3 Days (Once from the Date of Case Registration)
RM 7 Days (Once from the Date of Case Registration)
CBH 14 Days (Once from the Date of Case Registration)
CH >14 Days (No Upper Limit) (Multiple Times from the Date of Case Registration)
➢ Any level (TSM-CBH) can hold the case once using his/her authority. For any extension require level up approvals
(E.g. – If TSM is requesting for hold using his/her authority, next hold request requires RM /CBH/CH approval (one
level above) for each instance.
➢ TSM can submit Hold Request multiple times with the approval of CH level.
Information Classification- Confidential
CRM Live Demo - Hold Process
Information Classification- Confidential
Complaint Closure–Documents & Checkpoints
Normal Normal Non-Refund Delayed in Registeration Previous Year Maruti Suzuki
Complaint Complaint of Amount Delivery Days related Manufacturing Rewards
Documents Checking Points
Pre/Post Pre/Post
Pre Sales Post Sales Post Sales Post Sales Post Sales
Sales Sales
1.S/N - Name, Customer comment, Customer Signature, Date,
[Link]/CL - Name, Address or mail ID of customer, sender
Customer satisfaction note/Clarification credentials
letter to customer via Email/Letter (with POD Yes Yes Yes Yes Yes Yes Yes
date) [Link] case of general postal dispatch or by hand delivery, POD shall
not be checked for.
[Link] should be post complaint date
1. RCA format
RCA along with SM/GM & RM Approval 2. All the mandatory fields should be duly updated. Yes Yes Yes Yes Yes Yes Yes
3. SM/GM & RM Approval
[Link], Booking date
[Link] Signature
OBF (Order Booking Form)- Post Booking
No Yes Yes Yes Yes Yes Yes
Complaints
[Link] waiting period if available
[Link] customer has purchased.
Information Classification- Confidential
Category Specific Documents & Checkpoints
Normal Normal Non-Refund Delayed in Registeration Previous Year Maruti Suzuki
Complaint Complaint of Amount Delivery Days related Manufacturing Rewards
Documents Checking Points
Pre/Post Pre/Post
Pre Sales Post Sales Post Sales Post Sales Post Sales
Sales Sales
1. Challan Date/Invoice date/Gate Pass date
Delivery Challan/Gate Pass 2 CX. Name, Model No No No Yes No No No
[Link] note
[Link]. Name
[Link] date and Model
Booking Cancellation Form/Customer
No No No Yes No No No
Acknowledgement for cancellation
3. Booking cancellation form
[Link] acknowledgement on booking cancellation if booking
cancellation form not available.
1. CX. Name and Model,
Registeration Undertaking Form(RUF) No No No No Yes No No
2. Timeline for RC delivery
[Link]. Name
Manufacturing Undertaking Form (MUF) No No No No No Yes No
2. Model & Variant
Enrollment Receipt/Form (Enrollment
No No No No No No Yes
Related Issue)
[Link] and transaction number or
Cheque & Transaction number No No Yes No No No No
[Link] acknowledgement/CX’s mail where it is mentioned
that the customer received amount
Information Classification- Confidential
CRM Live Demo - Closure Process
Information Classification- Confidential
Major reason for delay in Complaint Closure
• All mandatory fields are not populated or incorrectly filled in Complaint RCA
• Date/mobile number/Email ID not visible or mismatch on shared Satisfaction Note/Clarification Email
• For Delayed Delivery cases, the Delivery Challan/Gate Pass/Booking Cancellation form are missing or required explicit approvals not provided
• For RC Not received cases, Registration Undertaking Form(RUF) not provided or required explicit approval not provided
• For Payment related cases, payment proof/cheque/transaction ID not provided or required explicit approval not provided
• All customer’s concerns are not addressed properly in the Clarification mails sent by concerned RM San
• Booking Date/Customer signature missing on Order Booking Form
• Confirmation/Clarification regarding SM/GM mail id in case of mismatch as per record
Recommendation/Suggestion to minimize the delay in Complaint Closure
• Guidelines need to be followed for updating complaint RCA
• All the closure documents should be shared in the first go
• Duplicate documents sharing should be avoided
• In case of any details mismatch, pro-active clarification should be given by RO team (e.g., customer signature mismatch, email id mismatch etc.)
• Explicit approval should be shared in the first attempt for any missing document required for complaint closure
Information Classification- Confidential
Question & Answer
Information Classification- Confidential
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