Process

Updates

SO & 7 Series Process

Status Handling TAT

SR Creation Interaction Intera

follow up Gener

Create IBASE
(WebUI) Account Creation
ss SAP CRM Brand
Navigation Matrix

Interaction Record / Complaint Complaint With

General Interaction Follow Up Reference

eation
Direct SO Appointment bookin TOP
Creation g in Auto PMS Scen
rand Verification
atrix Process

plaint With Complaint Without

ference Reference

TOP Call
Scenario Script
 DOA confirmed

DOA confirmed / cancelled / completed :- Request has been closed, Needs to create new SR
series.
 TAT

[Link] delivery Installation – 72 hours

2. PMS – 3-4 days
3. Repair – 3-4 days
4. Post TAT crossed Complaint TAT to
be followed – ASAP

Address Verification

Verification is not required if a

customer is calling from a registered
number, verification is only required if
he is calling from a different number
and requires for service request/digital
complaint.

Candes Brand Authorization

We are authorized for Candes Fans and

Geyser Services
reate new SR
`
 TOP C
Scenario

Installation Request

Repair Request

PMS Request (Direct SO)

For Coupon

Delivery Information

Cashback (Product purchased

through Credit Card)
Cashback (Product purchased
through Credit Card)

Bill Invoice
 TOP Call Scenario
Call Scenario Handling
check brand matrix if we are authorize raise
Fresh Installation Request SR for installation and share the installation
TAT
Check the request status if already running
Within Installation TAT ask customer to wait for the given timeline
tech will contact you
Check the request status if already running
ask customer to wait for 72 hours as we have
Beyond Installation TAT
raised complaint against delay in installation
and share the TAT
check brand matrix if we are authorize raise
Fresh Repair Request
SR for Repair and share the Repair TAT
Check the request status if already running
Within Repair TAT ask customer to wait in the given timeline
tech will contact you
Check the request status if already running
ask customer to wait for 72 hours as we have
Beyond Repair TAT
raised complaint against delay in repair and
share the TAT

check brand matrix if we are authorize raise

Fresh PMS Request
SO for PMS and share the PMS TAT

Check the request status if already running

Within PMS TAT ask customer to wait in the given timeline
tech will contact you
Check the request status if already running
ask customer to wait for 72 hours as we have
Beyond PMS TAT
raised complaint against delay in PMS and
share the TAT
Share the Requested Delivery Date from
Within Delivery TAT
Items TAB
Raise Digital Complaint and asked customer
Beyond Delivery TAT
to wait for 72 hours
Within 90 days from date of Ask customer to wait till 90days from date of
purchase purchase
Beyond 90 days from date Raise Digital Complaint and asked customer
of purchase to wait for 72 hours
Product within 1 year from Raise Digital Complaint and asked customer
date of purchase to wait for 72 hours
Product more than 1 year Ask customer to coordinate with store for
from date of purchase Bill/Invoice
ario
Tagging TAT
72 hrs. (from the
SR - Std installation@custsite
date of delivery)
72 hrs. (Within
Interaction Follow-up - After
TAT from the date
sales - Call Status Within TAT
of SO raised/
Demo/Installation
Product delivered)
Complaint Follow-up - After
Sales - Demo/installation As sson as
Related - Delay In Engineer possible
Visit
SR - RepairSVC@custsite 3-4 days.
Interaction Follow-up - After 3-4 days. (Within
sales - Call Status Within TAT TAT from the date
Repair of SO raised)
Complaint Follow-up - After
As sson as
Sales - Repair Related - Delay
possible
In Engineer Visit
SR - Select the PMS Category
depending upon the 3-4 days. (Within
product. Such as: TAT from the date
• Product AC – DRY/WET/JET of SO raised) or
• Product Water Purifier – (Appointment date
With Filter/Without Filter or booking date)
• Other – PMS/Health Check
Ord.
3-4 days. (Within
TAT from the date
Interaction Follow-up - After
of SO raised)/
Sales - Enquiry PMS
(Appointment date
or booking date)
Complaint Follow-up - After
As sson as
Sales - PMS Related - Engineer
possible
Visit
Interaction - Product Related -
EDD
Delivery Status
Digital Complaint - Delivery
72 hrs.
Related - Delay In Delivery
Ask customer to
Interaction - Others - Bill wait till 90days
Cashback Information from date of
purchase
 Digital Complaint -
Promotion/offer Related - 72 hrs.
Cashback Offer related
Digital Complaint - Request -
72 hrs.
Duplicate Bill Required
Interaction - Request - Bill
-
Information
 SR

Reliance

Ac

Search

Accouts

If Need to check details with

customer registerd email ID.
 If Need to check details with
customer registerd email ID.

Customer details will be visible

General Data Process

Description:- As per Category:- As per

customer VOC Customer VOC

After Creating SR need t

Reliance
 Reliance

Search

Service Orders

Enter customer mobile NO.

SR details will be visible

 SR Creation

Reliance Service Engineer CC

Accout & Products

Search Create

Objects

Enter customer mobile NO.

 Enter customer mobile NO.

Need select the product and

click on service request

Processing Data Note

Reference Objects

Status:- In Process Request Type:- Same as Save

With Service Engineer Category

g SR need to check service order is created or not

Reliance Service Engineer CC

 Reliance Service Engineer CC

Service Orders

Search Create

ce Orders

omer mobile NO.

ls will be visible
 Notes

Save
SR will be
generated from 2
series
Edit

Processing Data

Status:-Completed

Re Check The Reference

Object
Re Check The Reference
Object

Click on Save

SO Will be created
from 8 series
eted
How to create Interaction Follo

Digital CC Third P

Account Iden

Enter The Service Orde

click on searc

Click On Co

Intraction H

Enter The Service Order id in trans

Double Tap On De
 Double Tap On De

Click on Create

Select Appointme

Enter Notes, Category &

Sub Category :- As per VOC

How to check Intera

Reliance Service

Service

Search

Service Orders
 Enter customer mobile NO.

Need select the product service

order ID

Service order details will be visibl

click on transaction History

Complaint Follow up history will b

visible
tion Follow up Against service Order

ital CC Third Party Agent

Account Identification

Service Order id in transaction id

lick on search account

Click On Confirm

Intraction History

e Order id in transaction id - Click on search

ouble Tap On Description Text

ouble Tap On Description Text

Click on Create Follow-up

Select Appointment interaction

Category & Change The Status Click on Save

- As per VOC to Completed

heck Interaction Follow up

iance Service Engineer CC

Service Orders

Create
obile NO.

duct service

s will be visible

tion History

p history will be
e
 Note:- Before Creating any SO, Digital Co

Handling

Request for cancellation

Technically completed
Repair by vender
Completed
Cancelled
DOA

DOA confirmed

SO Status
Open/WIP/In Process

DOA Approved

Parts Pending

Customer Deferment

Send To Vender

Open/WIP/In Process
Technically completed
Complaint Completed
Follow-up
Cancelled

SO Status is completed and Complaint followup is open :- I

SO and will on 7 series and will do the edit and in transac
paste th
Urgent Action Required: Directive Regarding Handling of In-Pro
Process to be followed by the advisor:
§We need to guide all LOBS ( Resq + Merger - Call Center) that if SO status is “In-Process”, irrespecti
§We have to make changes in ETR date also, The ETR date has to be selected current date + 2days, a
§If we're Changing “In-Progress” sales orders to "Released to WFM," do not Create a complaint.
 §If customer write back after the TAT of (Current date +2days ), then we have to Created complaint
§For Non-authorized Brands, we will get option “Send to Vender” (STV) instead of “Released to WF
§In For Non-authorized Brands, Post changing status to “ Sent to Vendor” we have to mention "Bra
§If the ( Released to WFM”, STV ) option not showing, please inform associates to bring such cases
•Advisor to create an interaction follow-up on service order after changing the status and ETR date.
•Timeline or TAT for complaint follow-up to be checked under Date section for ETR
•If Service order still under “Released to WFM” or “Send to Vendor” after ETR date crossed, raise co
Process to be followed by the supervisor:
§If the ( Released to WFM”, STV ) option not showing, please inform associates to bring such cases
§TLs have to escalate those cases to the Training team and the client so that we can provide a soluti
fore Creating any SO, Digital Complaint & Complaint Follow-up check Previou

Within TAT
Agent need to create interaction follow-up and share details with supervisor and share the
SO TAT

Agent need to create New SO and share the TAT as per scenario

In DOA case we we need to check the TR status if TR is not approved and customer
connecting us within tat will create interaction follow-up.

Agent need to create interaction follow-up and share the TAT of SO

In DOA case we we need to check the TR status if TR is not approved and customer
connecting us within tat will create interaction follow-up.

We will ask customer to wait for 7 to 10 wd and create interaction follow-up(Check part
pending status date from change history in Sap crm)
Agent need to create interaction follow-up and share the TAT of SO

Agent need to create interaction follow-up and share the TAT of SO

Agent need to create interaction follow-up and ask customer wait team will get back to
you asap
If issue is not resolved Agent need to Click on Edit option on 7 series and change the st
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap(If SO is open)
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap(If SO is open)

d Complaint followup is open :- If So status is completed and complaint follow-

d will do the edit and in transaction history will click on subsequent assign and
paste the so number in so colum and will assign.
ctive Regarding Handling of In-Process Service Orders

- Call Center) that if SO status is “In-Process”, irrespective of Repair or PMS call, call status should move to “Released to WFM” so that ca
The ETR date has to be selected current date + 2days, and the customer should be notified via both phone call and email.
s to "Released to WFM," do not Create a complaint.
rrent date +2days ), then we have to Created complaint.
tion “Send to Vender” (STV) instead of “Released to WFM” so kindly send to vender.
ng status to “ Sent to Vendor” we have to mention "Brand call Pending” under the brand complaint no: Check pic for below.
t showing, please inform associates to bring such cases to the attention of TLs.
on service order after changing the status and ETR date.
be checked under Date section for ETR
M” or “Send to Vendor” after ETR date crossed, raise complaint follow-up

t showing, please inform associates to bring such cases to the attention of TLs.
ning team and the client so that we can provide a solution
w-up check Previous history to avoid duplicacy

Beyond TAT
Agent need to create interaction follow-up and share details with supervisor and ask
customer to wait asap.
If it SO is older than 1 month or more than that we have to create new SO and share the
SO TAT.

Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and

ask customer to wait we will get back to them asap(If SO is open)

In DOA case we need to check the TR status:-

1) If TR is not approved and customer connecting us Beyond tat will create compliant
follow-up.
2) If TR is approved then will ask customer to wait for 2 days for resolution and tag as
interaction Follow-up.
3) If still customer is not getting resolution beyond 2 Days will raise complaint
follow-up in store bucket under :-TR approve but refund/replacement not initiated.
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap
In DOA case we need to check the TR status:-
1) If TR is not approved and customer connecting us Beyond tat will create compliant
follow-up.
2) If TR is approved then will ask customer to wait for 2 days for resolution and tag as
interaction Follow-up.
3) If still customer is not getting resolution beyond 2 Days will raise complaint
follow-up
We will askin customer
store bucket under
to wait 7 to approve
for:-TR 10 wd andbut refund/replacement
create not initiated.
interaction follow-up(Check part
pending status date from change history in Sap crm) If 72 hours crossed will raise
complaint.
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap

Agent need to create interaction follow-up and ask customer wait team will get back to
you asap
on 7 series and change the status from" technically completed to In Process"
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap(If SO is open)
Agent need to create 7 series(complaint follow-up) by mentioning complete remarks and
ask customer to wait we will get back to them asap(If SO is open)

d complaint follow-up status is open then we need to create new

bsequent assign and change the status as ana service order will
nd will assign.

to “Released to WFM” so that call will be mapped to concerned service center.

one call and email.
Check pic for below.
 How to create Comp

Reliance Service

Service O

Search

Service Orders

Enter customer mobile NO.

Need select the product service

order ID

Need to click on Create Follow-Up

Category Description: - Complaints

Transaction Type Description: - Digital
Complaint
 Category Description: - Complaints
Transaction Type Description: - Digital
Complaint

General Data Categorization

What need to mention

What need to mention
Reference Date: - Requested end
External Reference: -Reference Category: - AS per customer VOC
Transaction Sub Category: - As per customer VO
Store Code: - Mention store code from
Organization Data
Department: - As per customer VOC

How to check Com

Reliance Service

Service
 Service

Search

Service Orders

Enter customer mobile NO.

Need select the product service

order ID

Service order details will be visibl

click on transaction History

Complaint Follow up history will b

visible
eate Complaint Follow up

ance Service Engineer CC

Service Orders

Create

le NO.

ct service

e Follow-Up

Complaints
tion: - Digital
Complaints
tion: - Digital

rization Processing Data Notes

to mention What need to mention

er customer VOC Category: - AS per customer VOC
per customer VOC

heck Complaint Follow up

iance Service Engineer CC

Service Orders
 Service Orders

Create

obile NO.

duct service

s will be visible

tion History

p history will be
e
 ETR Dates from Date Click on Save
section (current date +
2days)

Complaint Follow Up Will be

created From 7 series
 How to create Interaction
Interactio

Digital CC Third Party Agen

Trasaction ID- Need to mention Sales order no - Click On OR

Search Account - Click On Confirm

Interaction Record

Description:- As per customer VOC Status:- Completed

How to check Intraction F

Digital CC Third Pa

Trasaction ID- Need to

mantion service order no.
 Trasaction ID- Need to
mantion service order no.

Interaction

Transaction Catego
Activit

Searc

Intraction Follow u
visib
 eraction Record / General
nteraction

rd Party Agent

Telephone No.- Need to mention customer mobile no - Click

OR On Search Account - Click On Confirm

tion Record

ompleted Save
Notes, Category & Sub
Category :- as per customer
VOC

Interaction Follow
ntraction Follow up history will be created

l CC Third Party Agent

Telephone No.- Need to mantion

OR customer mobile no.
 Telephone No.- Need to mantion
OR customer mobile no.

Interaction History

ransaction Category:- Business

Activity

Search

ction Follow up history will be

visible
Interaction Follow up
will be created
How to create Complaint with

Reliance Service Engin

Complaints & Retu

Search
 General Data Categorizati

What need to mention

Reference Date: - Requested end What need to m

External Reference: -Reference
Transaction Category: - AS per cus
Store Code: - Mention store code Sub Category: - As per c
from Organization Data
Department: - As per customer
VOC

How to check C

Reliance Service

Sales Cy
 Sales Cy

Search

Sales Order

Enter customer mobile NO.

Need select the product sales

order ID

Sales order details will be visible

click on transaction History

Complaint history will be visible

laint with Reference in CRM

Service Engineer CC

aints & Returns

Create

Complaints

Reference Type :- CRM sales

order OR Ecomm Sales order

Sales Order ID:- Mantion sales

order id from the sales cycle

Product details will be visible

Need to select product and click

on create complaint
 Need to select product and click
on create complaint

Categorization Processing Data Notes

What need to mention What need to mention

gory: - AS per customer VOC Category: - AS per customer VOC
tegory: - As per customer VOC

to check Complaint

ance Service Engineer CC

Sales Cycle
 Sales Cycle

Create

sales

be visible

story

l be visible
 Click on Save
Notes ETR Date from Dates
section (current date +
2days)

Complaint Will be created from

7 series
d from
How to create Complaint Withou

Reliance Service Engin

Complaints & Retu

Search

Click :-
 General Data Categorizati

What need to mention

Reference Date: - Requested end What need to m

External Reference: -Reference
Transaction Category: - AS per cus
Store Code: - Mention store code Sub Category: - As per c
from Organization Data
Department: - As per customer
VOC

How to check Complaint

Reliance Service

Complaints &
 Complaints &

Search

Complaints

Enter Transaction ID (7 series)

Click on Search

Complaint details will be visible

nt Without Reference in CRM

Service Engineer CC

aints & Returns

Create

Complaints

Click :- Create RIL complaint without refrence

Select Distribution channel - 20

Sold To Party - Partner/customer ID then

click on enter button.
 Sold To Party - Partner/customer ID then
click on enter button.

Categorization Processing Data Notes

What need to mention What need to mention

gory: - AS per customer VOC Category: - Telephone Call

tegory: - As per customer VOC (Auto Filled)

Complaint Without Reference

ance Service Engineer CC

omplaints & Returns

omplaints & Returns

Create

visible
 Click on Save
Notes ETR Date from Dates
section (current date +
2days)

Complaint Will be created from

7 series
d from
 How to create IBA

Reliance Service Eng

Click IBASE (Web

What need to men

Type :- As per the Product(CD

Business Partner : - Need to chec
MFG Serial No. : -Same as bu
Product id : - Need to check fr
Sales Order ID :- Need to check
Sales Item No :- Need to check
Date of Purchase : - Need to chec
Object Family :- Individua
Warranty Proof : - Choose one fil

Click on Excecut
Object Id will be cre
create IBASE (WebUI)
Note :- If we are creat
which is not purchased
customer wants to avail
Then we will select Out O
Purcha
e Service Engineer CC

Click IBASE (WebUI)

hat need to mention

er the Product(CDIT/GT/Others) How to open sales

r : - Need to check from sales order
No. : -Same as business partner
Need to check from sales order
:- Need to check from sales order
:- Need to check from sales order
e : - Need to check from sales order
amily :- Individual Customer Reliance Servic
: - Choose one file from the Desktop

Sales
Click on Excecute

Search
 Search
ject Id will be created

Sales Order

Enter customer mobile NO.

Need select the product sales order ID

Sales order details will be visible

te :- If we are creating an ibase for the product
ich is not purchased from Reliance Digital and
omer wants to avail free service against coupon.
we will select Out Of warranty Date in - Date OF
Purchase Section.

How to open sales order Details

Reliance Service Engineer CC

Sales Cycle

Create
 Create

Order

r mobile NO.

duct sales order ID

ils will be visible

 Brand Author
Brand
[Link]. Name

1 Samsung

2 LG

3 Panasonic

4 Voltas
 4 Voltas

Brand Name
[Link].

5 Voltas Beko

6 Whirlpool

7 Sony

Hitachi
8

9 Haier

10 Godrej

Carrier Midea
11

12 Daikin

13 O General

14 Lloyd

15 IFB
 16 Siemens / Bosch

17 Eureka Forbes

18 Kent

19 A O Smith

Bluestar
20

21 LIEBHERR

[Link]. Brand Name

22 JBL

23 Yamaha
24 One Plus

25 TCL
 25 TCL

26 IFFALCON

27 Apple

[Link]. Brand Name

28 HP
29 Dell

30 Re Connect ( PL)

31 Sharp (PL)

32 Kelvinator
(PBG)

33 Aze

34 Lyf

35 Kodak

36 Toshiba

37 Hisense

38 Havells

[Link]. Brand
Name
 Reconn ect Disney
39
40 BPL (PBG)

41 Philips

42 Sansui

43 Treevie w

44 RealMe

45 Akai

46 Soyer

47 Karbonn

[Link]. Brand Name

48 Onida
49 Hyunda
i

50 White Westin
ghouse

51

Candy
52

Gangnam Street
53 Aircon go-live
 Brand Authorization Matrix

Brand Authorization Matrix

Products Install Warrant
ation / y
Demo Services
AC - Window Yes Yes*
AC - Split Yes Yes*
Washing Machine Yes Yes*
Refrigerator Yes Yes*
Microwave, Convection & Solo grill Yes Yes*
DVD Yes Yes*
Hi End TV Yes Yes*
HD Audio Yes Yes*
Cloth Dryer Yes Yes*
Dishwasher Yes Yes*
Air Purifier Yes Yes*
Mobile Phones NA No

AC - Window Yes No
AC - Split Yes No
Washing Machine Yes No
Dryer Yes No
Dish Washer Yes No
Refrigerator Yes No
Microwave, Convection & Solo grill Yes No
HD Audio Yes No
DVD Yes No
LED TV <65" Yes No
LED TV >=65" No No
OLED TV No No
Water Purifier No No
AC - Split & window Yes Yes
Washing Machine Yes Yes
Refrigerator Yes Yes
Microwave, Convection
& Solo grill Yes Yes
Hi End TV Yes Yes
HD Audio Yes Yes
Water Purifier Yes Yes
Air Purifier Yes Yes

wet Grinder Yes Yes

AC - Window Yes Yes
AC - Split Yes Yes
Air Coolers Yes Yes
Products Installation / Demo Warranty
Services

Washing Yes Yes

Machine
Refrigerator Yes Yes
Cloths Dryer Yes Yes
Microwave, Convection & Solo grill Yes Yes
Dish Washer Yes Yes
Refrigerator Yes Yes
Washing Machine Yes Yes
Microwave, Convection & Solo grill Yes Yes
AC - Window Yes Yes
AC - Split Yes Yes

Dish Washer No No
Water Purifier Yes Yes
Hi End TV Yes No
HD Audio Yes No
AC - Window Yes Yes
AC - Split Yes Yes
Refrigerator Yes Yes
AC - Window & Split Yes Yes
LCD & LED Yes Yes
Panels
Refrigerator Yes Yes
Microwave, Convection & Solo grill Yes Yes
Washing Machine Yes Yes
AC - Window Yes Yes
AC - Split Yes Yes
Washing Machine Yes Yes
Refrigerator Yes Yes
Microwave, Convection & Solo grill Yes Yes
AC - Window Yes Yes
AC - Split Yes Yes
AC - Cassette Yes Yes
AC - Split Yes Yes
AC - Window Yes Yes
AC - Split Yes Yes
Split AC Yes No
Window AC Yes No

LED TV No No

Split AC Yes No

Dishwasher No No
WM No No
Washing Machine Yes No
Dryer Yes No
Microwave, Convection & Solo grill Yes No
Refrigerator Yes No
Dish Washer Yes No
Water Purifier ( Home Delivery )
Yes Yes
Water Purifier (Grab & Go -Small)
NA Yes

Forbes- Vacuum Cleaner NA Yes

Aeroguard- Air Purifier NA Yes
Coronaguard Yes Yes

Forbes - SAC Yes Yes

Water Purifier (Electric) Yes Yes (1st

Year from
Customer
DOP)

Water Purifier (Non- Electric) NA Yes (1st

Year from
Customer
DOP)

Water - heaters Yes Yes

Water Purifier Yes Yes
WAC & SAC Yes No

Refrigerator DC Yes Yes

Refrigerator Multi Air flow(Frost Free)

Yes Yes
Refrigerator Side by Side Yes Yes

Products Installation / Warranty

Demo Services

Home Speakers (9.1,7.1,5.1,3 Yes No

.1 & 2.1)
HD Audio Yes Yes
Hi End TV Yes No

LED TV For Yes No

All
LEDModels Less than 75"
TV 65":-
ONLY for Model named UHD SMART QLED No No
TV 65X4US
LED TV 75"
for All No No
Models
LED TV 85"
for All Models No No
Split Air Conditioner Yes No
LED TV Yes No

iPod NA Yes*
iPad NA Yes*
Mac NA Yes*
iMac NA Yes*
iPhone NA Yes*
Home pod NA Yes*
Apple TV NA Yes*
Products Installation / Demo Warranty
Services

Laptop, NA Yes*
Desktop
Laptop, Desktop NA Yes*

All products Yes Yes

LED TV Yes Yes

Party Speakers Yes Yes

Sound Bar Yes Yes

Bluetooth Speaker NA Yes

All products Yes Yes

AC Yes Yes
All other Yes Yes
products
LED TV Yes Yes

LED Smart TV & LED Non Smart TV

Yes Yes

LED Smart TV & LED Non Smart TV

Yes Yes
LED Smart TV & LED Non Smart TV Yes Yes
Refrigerator Yes Yes
WM Yes Yes
AC Yes Yes
WP , Geyser, Instant Geyser
Yes No

Products Installation / Warranty

Demo Services
All products Yes Yes
All products Yes Yes

LED TV Yes Yes

LED Smart TV & LED Yes Yes

Non Smart TV

Split Air Conditioner Yes Yes

Air Coolers Yes Yes

Semi Auto -Washing Machine

Yes Yes

Fully Auto - Washing Machine Yes Yes

LED Smart TV & LED Non Smart TV Yes Yes

LED TV <43" Yes No

LED TV >=65" Yes No

LED Smart TV & LED Non Smart TV Yes Yes

LED Smart TV & LED Non Smart TV Yes Yes

LED Smart TV & LED Yes Yes

Non Smart TV

Brand Name Products Installation

/ Demo

Washing Machine Yes No

Air conditioner Yes No

LED Smart TV & LED Yes NO
Non Smart TV
LED Smart TV & LED Yes NO
Non Smart TV
Semi Auto -
Washing Machine
Yes NO

Fully Auto - Washing Machine

Yes NO

Westin ghouse HETV

Yes No

Refrig erator
Yes NA
Washi ng Machi ne Yes NA

WAC & SAC Yes Yes

PMS DOA DOA KAM
Replaceme Period
nt
Yes*
Yes*
NA
NA 30
NA Day
NA Yes s
fro Vinit
NA m Vaidya
NA DOP
NA
NA
NA
NA No 14 Days
DOP/Activa
tion
No Yes Only at the
No time of
Installation
NA
NA
NA 7
Day
NA s
Yes
NA fro Abhilasha
m Kalwani
NA DOP
NA
NA
NA
NA No No
No
Yes
NA
NA

NA 7
Day
NA s Yogesh
Yes fro Bagade
NA m
Yes DOP
NA

NA 7
Yes Day Abhilasha
Yes s Kalwani
Yes
fro
 Abhilasha
Kalwani
Yes
fro
NA m
PMS DOA DOA DOP KAM
Replaceme Period
nt
NA

NA 7 Days Abhilasha
NA Yes from DOP Kalwani
NA
NA
NA
NA
NA
Yes 10 Days Yogesh
Yes from DOP Bagade
Yes

NA
Yes
NA 3 Days Abhilasha
Yes from DOP Kalwani
NA
Yes Yes 10 Days Abhilasha
Yes from DOP Kalwani
NA
Yes
NA
NA Yes 30 Days Abhilasha
from DOP Kalwani
NA
NA
Yes
Yes
Yes 15 days Nikhil
NA from DOP Shukla
NA
NA
Yes 30 Days Abhilasha
No from DOP Kalwani
Yes
Yes 7 Days Yogesh
No from DOI Bagade
Yes
Yes 7 Days Abhilasha
No from DOP Kalwani
Yes
No 7 days from
Yes DOI
No Abhilasha
7 days from Kalwani
NA No DOP
7 Days
No Yes from
DOP Abhilasha
Kalwani
NA 7 Days
No from DOP
NA
 NA
NA
NA 7 Days Nikhil
No from DOP Shukla
NA
NA

Yes Yes 7 days

from DOI
Yes (ONLY
for RO &
UV) Yes 7 days
from DOP Yogesh
NA
Bagade
NA Yes
NA Yes 7 days
from DOI
Yes Yes 15 days
from DOI
NA 15 from
DOI

No Yogesh
NA 15 from Bagade
Date of
Installatio
n

NA 30 days Yogesh
No
Yes from DOI Bagade
No Yes 7 days Abhilasha
from DOP Kalwani

NA Yes 10 Days Yogesh

from DOI Bagade

NA Yes 10 Days
from DOI
NA No 10 Days
from DOI
PMS DOA DOA
Replaceme Period
nt
NA No 10 Days Nikhil
from DOP Shukla
NA Yes 7 Days Nikhil
NA Yes from DOP
30 days Shukla
Abhilasha
from DOP Kalwani
NA Yes 10 Days
from DOI
10 Days
NA Yes from DOI

10 Days Yogesh
NA Yes from DOI Bagade
 Yogesh
Bagade

10 Days
NA Yes from DOI
No No 7 Days
NA Yes 10 Days Yogesh
from DOI Bagade
NA iMac – 7
NA Days
NA
NA No Nikhil
NA Others -48 Shukla
Hrs
NA
NA
PMS DOA DOA KAM
Replaceme Period
nt
NA No 7 Days Nikhil
NA No from
7 Days Shukla
Nikhil
from DOP Shukla
Yes (AC) Yes 7 Days Abhilasha
from DOP Kalwani
NA Yes 7 Days
from DOP
NA Yes 7 Days
from Abhilasha
NA Yes 7 DaysDOI Kalwani
from DOI
NA Yes 7 Days
from DOI
Yes(AC Yes 7 Days Abhilasha
only) from Kalwani
DOP
Yes 7 days from Abhilasha
NA Yes DOP Kalwani

NA Yes 7 days from Abhilasha

DOP Kalwani
10 days Yogesh
NA Yes from Bagade
DOI
15 days Nikhil
NA Yes from DOI Shukla
NA Yes
NA Yes 15 days Nikhil
NA Yes from DOI Shukla
Yes Yes
7 Days
from Nikhil
NA Yes Shukla
DOI
PMS DOA DOA KAM
Replaceme Period
nt
 7 days from Abhilasha
NA Yes DOP Kalwani
Yes(AC Yes 7 days from Abhilasha
only) DOP Kalwani
NA Yes 15 days Nikhil
from DOI Shukla
NA Yes 15 days
from
DOI
Yes Yes 15 days
from DOI
15 days
from DOI or
DOP
NA Yes whichever Yogesh
is later Bagade

15 days
from DOI or
DOP
NA Yes whichever
is later

NA Yes 15 days
from DOI
NA Yes 15 days Abhilasha
from DOI Kalwani
NA No 15 days
from DOI
Nikhil
NA No 15 days Shukla
from DOI
NA Yes 15 days Nikhil
from DOI Shukla
NA Yes 15 days Yogesh
from DOI Bagade
NA Yes 15 days Yogesh
from Bagade
DOI
Warranty PMS DOA DOA KAM
Services Replaceme Period
nt
10 days
from DOP
or DOI
NA Yes whichever
is
later
Yogesh Yogesh
10 days Bagade Bagade
from DOP
or DOI
No Yes whichever
is
later
NA Yes 15 days Yogesh Yogesh
from DOI Bagade Bagade
NA Yes 15 days Yogesh Yogesh
from DOI Bagade Bagade
15 days
from DOI
or DOP
NA Yes whichever Yogesh Yogesh
is later Bagade Bagade

10 days
NA Yes from DOI
10 days Yogesh Yogesh
NA Yes from DOI Bagade Bagade
30 Days
Yes from DOP RTV Abhilasha Abhilasha
Yes 30 Days RTV
from DOP
Yes Yes 30 Days - -
from DOP
Direct SO Crea

Reliance Service Enginee

Service Order

Search

Select Tran

Category :- Selec

• Pro
• Product Water
Category :- Selec

• Pro
• Product Water
• Other

Enter the
ID of the

Select th

In Referenc
O Creation

vice Engineer CC

ce Order

Create

Service Order

Select Transaction type ZSRV & ZFSO

egory :- Select the PMS Category depending upon

the
product. Such as:
• Product AC – DRY/WET/JET
roduct Water Purifier – With Filter/Without Filter
egory :- Select the PMS Category depending upon
the
product. Such as:
• Product AC – DRY/WET/JET
roduct Water Purifier – With Filter/Without Filter
• Other – PMS/Health Check Ord.

Enter the Sold-To-Party i.e. Partner

ID of the customer and press Enter.

Select the Distribution Channel as

20 for Service.

Go to Items As
In Reference Object :- Enter the Object ID enter the PMS/health
and Press Enter. on the servic

Go to Notes Assi
New to enter the

Click Sav

Service O
g

Click Edit
 Click Edit

Scroll down
block to bo

Change th
from In P

Click Sav

NOTE:- On
is saved,
changed
and a Serv
au
Go to Items Assignment block and
he PMS/health check article, depending
on the service and press Enter

o Notes Assignment block and click

to enter the notes. then click on back
button

Click Save to save the

data

Service Order ID will be

generated

Click Edit to edit the page.

Click Edit to edit the page.

Scroll down to Dates Assignment

block to book the appointment.

Change the Service Order Status

from In Process to Released to
WFM.

Click Save to save the status.

OTE:- Once a Service Order

is saved, the status will be
changed as Assigned WIP,
nd a Service Engineer will be
auto assigned.
Appointment book

Reliance Service

Service

Search

Click On service Order

Customer Registered Mobile

Number

Search

All Service Order will be visible

Click On the Auto PMS service Order

The Service Order details will be visible

the status :- It should be in Process
 The Service Order details will be visible
the status :- It should be in Process

Click On Edit

Scroll Down to the date assigment blo

to Book the Appointment

Enter the
customer Appointment/defermen

Click On Save

Share The TAT of

48 hrs.
nt booking in Auto PMS

ance Service Engineer CC

Service Order

ch Create

ice Order

ered Mobile
er

rch

will be visible

MS service Order ID

ils will be visible check

uld be in Process
ils will be visible check
uld be in Process

n Edit

ate assigment block

ppointment

the
ent/deferment Date
NOTE:- After clicking on save :- After 2
hours the status of the service order will
n Save be changed automatically to Assigned
WIP and a service engineer will be
assigned.
e TAT of
hrs.
ave :- After 2
ice order will
to Assigned
eer will be
Account Crea

Reliance Service Engin

Account & Produc

Search

Click on

Un
Mand
Name

Under Ma
:- Ent
Region
Custome
Note
f
t Creation

ice Engineer CC

& Product

Create

Click on Individual account

Under General Data :- Fill

Mandatory details :- Title, First
Name, Last Name, Mobile No

Under Main address & Communication Data

:- Enter Pincode(click enter button),
Region, Phone Extension(as mobile no)
 Click On Save

Customer Id will be generated:-

Note the Customer ID for
further process
 Verification is requi
SR/SO/Com

Customer Registere
Pin-co

Note:- Verification is not re

calling from a registered num
required if he is calling from
requires for service reque
 is required While raising
R/SO/Complaint

Registered Address With

Pin-code

ion is not required if a customer is

istered number, verification is only
alling from a different number and
rvice request/digital complaint.
 Process T
Installation
TAT Repair TAT

24 Hrs. 72 Hrs.

Complain
Follow-u

ASA
rocess TAT
Complaint TAT
pair TAT PMS TAT (digital
complaint)

48 hrs or
72 Hrs. Appointment 72 hours
Dates

Complaint
Follow-up

ASAP
nt TAT
tal
aint)

hours
 English
Opening

Ask customer Name

Call back script

Hold

Refresh Hold

Long Unhold

Altenative Number

NPS

RESQ Script

Further Assistance

Closing

Blank Calls

Abusive customer

System Downtime
 Escalation

Blank Call

Hindi S
Opening

Ask customer Name

Hold

Refresh Hold

Long Unhold

NPS

Further Assistance

Closing

Blank Calls
 Abusive customer

System Downtime / Technical Issue

Escalation

Blank Call
 English Script
Good Morning/Aftenoon/Evening------Welcome to Reliance Digital you are speaking with XYZ; how

Surely, I will assist you with the information, May I Know your name please.

Sir/Ma'am, due to any reason if our call gets disconnected in between, please be rest assured our team will give
absolute priority

May I Place your call on hold, while I check the details

Thank you for being on line, Mr/Ms..........It would take more time to check the details, May I again p

Thank you for your patience Mr/Ms............

Man you know the Alternative number if any available to get connected if primary number is

Script for English calls : After this call you will receive an SMS in which you will get a link, request you to please
conversation done today. Rating is between 0 to 10, where 10 is highest and 0 is lowest. This will help me to serv
In RD_Store)

Mr/Mrs. XYZ I would like to inform you that in future you may also raise your request/complaint through our RES
ResQ app is available for download in Playstore(Android) and aapstore (IOS).

Mr/Ms. Is there anything else I may assist you with?

Thank you for calling Reliance Digital. Have a great Day/Evening

Repeat Opening twice with a 2sec pause between the opening then say......” I am unable to hear you, Reques
you(No Closing Verbiage) (Fill Issue tracker)

If the customer has told about the issue and gets abusive :
STEP-1- Mr/Ms. I realize you are upset, Give me an opportunity to help you.
If the customer is still abusing then.......
STEP 2- I would request you to use appropriate language or else I will have to disconnec
STEP 3- Mr/Ms I will not be able to assist you further and will have to disconnect th
(Fill Issue Tracker)

I am sorry I am unable to assist you as our systems are getting upgraded. Would request you to
Customer asking for escalation at the beginning of the call,Certainly Mr/Ms. I will arrange a callback from superv
me an opportunity to assist/ help you.
Attempt ONLY ONCE if still insisting then arrange a call back.

Customer asking for escalation during the call:

Use call escalation script. Do not attempt to seek another opportunity from the cust

Escalation script : [Link] I am arranging a call back from supervisor and the supervisor will get back

Repeat Opening Twice with a 2 sec pause between the opening then say … " I am unable to hear you, Request you to ple
verbiage) (Fill Issue tracker)

Hindi Script
Namaskar... Reliance digital mein aapka swagat hai..mein XYZ aapki kya sahayata kar sakta ho

Bilkul hum is vishay mein aapko poori jaankari dedete hai, kya mai aapka naam jaan sak

Kya mein aapke call ko kuch samay ke liye hold par rakh sakta hoon/ sakti hoon

Line par bane rehne keliye dhanyawad, is jaankari ko check karne ke liye hamein samay lag raha hai, Kya aap kuch

Lambe samay tak hold par bane rehne k liye dhanywad

In hindi :- Is call ke baad aapko SMS dwara ek link aayega jisme aap hamari
baatcheet ko rating de sakte hai 0 se 10 ke beech me, jisme zero sabse kam or 1
sabse adhik Hoga. (Applicable In RD_Store)

Iske alawa kya hum aapki aur koi sahayata kar sakte hai ?

Reliance Digital mein call karne ke liye dhanywad, aapka din shubh ho ?

Repeat Opening twice with a 2sec pause between the opening then say......” Mai aapko sun nhi paraha, kripya ka
(No Closing Verbiage) (Fill Issue tracker)
 If the customer has told about the issue and gets abusive :
STEP-1- Mr/Ms. Mai samjh sakta hun ki aap pareshan hai, Mujhe mauka dijiye aapki sahayta
If the customer is still abusing then.......
STEP 2- aapse vinanti karte hai ki sahi shabdo ka upyog kare nahi toh mujhe aapki call disconn
STEP 3- Mr/Ms....Isse adhik mein aapki sahayta nahi kar sakta...... mujhe aapka call disconne
(Fill Issue Tracker)

hum bhi aapki sahayta nahi kar payengey kyuki system upgrade ho raha hai…..kripya aap X ghan

Customer asking for escalation at the beginning of the call, "hum aapka call zaroor transfer karengey par isse pe
sahayata karne ke liye"
Attempt ONLY ONCE - if still insisting then transfer

Customer asking for escalation during the call:

Use call escalation script. Do not attempt to seek another opportunity from the cust

Escalation script : (customer name) Mein aapka call back arrange kara raha hoon aapne supervisor ke sath, aap

Repeat Opening Twice with a 2 sec pause between the opening then say … " I am unable to hear you, Request you to ple
verbiage) (Fill Issue Tracker)