ACL Mobile Limited

ACL Care

Aug 2013

ACL Mobile Limited 1st Floor, Tower D, Logix Technopark, 5 Expressway, Sector 127, Noida - 201301, India Tel +91.120.4871900 | Fax +91.120.4871999 www.acl-mobile.com New Delhi Mumbai Dubai

ACL Care

Confidential

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ACL Mobile Limited

TABLE OF CONTENTS

1. 2. 3.

ACL Care - Overview ................................................................................................. 3 ACL Care - Process Flow (Diagram).......................................................................... 4 ACL Care Escalation ................................................................................................ 5

ACL Care

Confidential

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ACL Mobile Limited

1. ACL Care - Overview

ACL Care is a customer front window allowing client to reach us with their issues and problems with regards to ACL services. Any issue which is received by ACL care team is given utmost importance and is dealt to resolution. The team ensures that none of the issues go unnoticed providing full satisfaction to our customers. The team is operational as a functional unit with strictly-defined timelines to the best of its efforts to close the complaints/tickets. The team works at various levels for effective resolution of complaints and is available 12*6 between 8:30 am to 8:30 pm IST (Monday to Friday) and between 10:00 am to 6:00 pm IST on Saturdays. (+5:30 for GMT) ACL Care can be reached via email at: aclcare@acl-mobile.com Or over the phone call: Direct Landline: + 91 - 120 4871900, Ext: 354, 355, 356 and 383 Direct Mobile for only message status/connectivity related issues: +91 9810525446 (24*7)

ACL Care

Confidential

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ACL Mobile Limited

2. ACL Care - Process Flow (Diagram)

Mails Received (via aclcare@acl-mobile.com)

Assign to team member as per rule / manually

Investigation and Diagnosis

Get Information from the Client

Y

More information required?

Information required from client?

N

Escalate to relevant team

Resolve and Update Client

Closure

Feedback

ACL Care

Confidential

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ACL Mobile Limited

3. ACL Care Escalation

Procedure: This outlines the procedures that ACL Care team follows to ensure the highest levels of customer satisfaction. It defines the escalation steps to higher levels of management if problems are not resolved within acceptable time limits. Purpose: The purpose of escalations is to ensure that problems are identified quickly, tracked appropriately and resolved in the shortest possible time. Client may escalate an issue at any time by simply making a request through phone/email to ACL Care Team. Sometimes mail would be mandatory. Escalation Matrix: If the service issue is not resolved within acceptable time limits, the given below matrix could be used to contact the personnel at higher levels. Escalation Matrix Level Email address Contact Persons Escalation procedure

Second

Third Fourth

Rahul-9650111631 If not resolved within 24 Ganden 91-9560432225 hours aclcarel2@acl-mobile.com Sanjeev Kumar -9560367700 Abhishek Goswami 9999573110 Amit Kothiyal -9910089898 If not resolved within 48 aclcarel3@acl-mobile.com Tushar Goel -9810410804 hours Mainak Roy -9810531910 Sanjiv Kejariwal If not resolved within 74 aclcarel4@acl-mobile.com 9818903430 hours

ACL Care

Confidential

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