Service Complaint

Logging Process &

Escalation Matrix
2015
Anil Misra
01.09.2015
 Call Logging Process
Service Toll Free No 18001031690
Customer Site Engineer Service
- Observe/ analyze the problem • Service entitlement verification on CRM
- Log Complaint at Eltek Helpdesk
Helpdesk • CRM Complaint number issued
18001031690 • Telephonic Support by Product Expert
- Eltek Product Sr. No. Mandatory

•Telephonic Support Objective

• Fix the System Problem if possible
Level-1 Support • Make System partially functional
• Minimize any possible System Outage
• Estimate any operational risk
On-Site Support • List the probable faulty parts
• Share any Repair Estimate in case O/W
• Plan for Eltek engineer site visit
• Ensure System repair in single visit
NO Resolved in
Telephonic Level-1 O&M Team Scope
support
• Site visit by Eltek engineer
• Resolve System problem • Attending any System Alarm at Site
• Replace faulty Parts • Call Eltek Helpdesk to seek extended
• Root Cause Analysis YES support
• Preventive measure • Periodic System Preventive Maintenance
• Complaint status update • Faulty Rectifier Module send to Eltek
• Customer Training Repair Center on frieght paid basis for
Repair & Return
• Provide site access for Eltek On-Site
support visits.
Complaint Closed. Customer Feedback

8 September
Slide 2
2015
 Rectifier Module R&R Process
Customer Site Engineer
• Observe/ analyze the
problem in SMPS Rectifier
Modules
• Replace Defective Modules
with Spare Module available
in Warehouse
• Deposit Defective Rectifier in
Warehouse
• Customer Warehouse Team
will despatch Modules to
Eltek National Repair Centre
in Proper Packing on frieght
Paid Basis
Eltek Logistic Team Despatch Modules within
Agreed TAT on Frieght Paid basis along with
1. Module QTY
2. Rectifier Model Details
3. Module Sr. No. in Excel Sheet
4. Despatch Docket Details/Courier
Name/Despatch Date
• Customer Shall send Module Receipt
Confirmation through Mail to Eltek Logistic
Team with QTY. Details.
8 September
Slide 3
2015
Eltek Repair Centre
Eltek SGS Pvt. Ltd Send Mail Confirmation to Eltek Logistic
Plot No 362, Pace City II, Team along with
Sector 37, Gurgaon, 1. Module QTY
Haryana -122001 2. Rectifier Model Details
Contact Person : Pinki 3. Module Sr. No. in Excel Sheet
Mobile :- +91 8586978834 4. Despatch Docket Details/Courier
Name/Despatch Date
Email Id:- logistic@eltek.in 5. Issue PO as per Agreed Rates in Case of
Out warranty Modules
• Eltek Logistic Team will send Receipt
• Acknowledgement after receiving Modules at our Repair Centre.
• All the Modules received at our Repair
• Centre will be processed for Repairs.
• Out warranty Modules will be Dispatched after having Valid PO
for Invoice
• Modules Received with empering/ Component Missing/Third
Party Tried will be send back as it is to Customer.
• Warranty will become Viod in case of Module Tempering.
• Eltek Logistic Team will Raise &
Submit Invoices based on Customer
Receipt Confirmation
 Escalation Matrix: On-site Support
Any Service Complaint not closed within the Standard TAT should be escalated as per the following
Escalation Level-1 Escalation Level-2 Escalation Level-3
Base Location Function Mobile No Email ID Regional Service
Circle Lead Central Service Head
Manager
Gurgaon Telecom Project Lead Aman Gupta 7428362861 aman.gupta@eltek.in
Gurgaon Industrial Project Lead Rajib Gupta 9899661113 rajib.gupta@eltek.in
Delhi NCR Industrial Support Lead Vijendra Kumar 9312126782 vijendra.kumar@eltek.in
Rajib Gupta
Delhi NCR Industrial Support Lead Harender Kumar 9711044576 harender.chauhan@eltek.in 9899661113
Bihar Circle Lead Mantosh Kumar 9304501999 bihar@eltek.in rajib.gupta@eltek.in
Bihar Opex Lead Bhupindra Singh 9708168333 bihar1@eltek.in
Jharkhand Circle Lead Sushil Kumar 9708343222 jharkhand@eltek.in
Odisha Circle Lead Ajit Samal 9338571039 ajit.samal@eltek.in
Kolkata Circle Lead Tanmoy Banik 8443999688 kolkata@eltek.in Ajit Samal
Northeast, 9338571039
Assam, Circle Lead Wazid Khan 8822713111 northeast@eltek.in ajit.samal@eltek.in
North East State
Jammu & Kashmir
Himachal Pradesh
Circle Lead Rajinder Kumar 8591010196 jammu@eltek.in
Mr. Anil Misra
UP West Circle Lead Aakash Kumar 7534009004 upwest@eltek.in 9350117783
Sujit Sharma
Punjab Circle Lead Kulvinder Singh 9569444418 punjab@eltek.in anil.misra@eltek.in
9312212918
Haryana
Delhi NCR
Circle Lead Jitinder Kumar 9416204018 gurgaon@eltek.in north1@eltek.in
Rajasthan Circle Lead Manpreet Singh 9521469585 rajasthan2@eltek.in
UP East Circle Lead Nitin Pandey 9670261199 upeast@eltek.in
Chennai,
ROTN(TN)
Circle Lead Duraipandiyan 9361717773 chennai@eltek.in
Kerala Circle Lead Suji Kumar 9744996661 kerala@eltek.in K Janardhan
9381060360
Andhra Pradesh,
Telangana
Circle Lead Sudhrashan 9392471009 andhra@eltek.in south@eltek.in

Karnataka Circle Lead Mohd. Noor 9342161378 karnatka2@eltek.in

Gujarat Circle Lead Mt. Harshad Patel 8000798081 gujarat@eltek.in
Maharashtra & Goa Circle Lead Gaurav Karnik 9595655248 pune@eltek.in Sharad Shimpi
Mumbai Circle Lead Yatinder Singh 9022934777 mumbai@eltek.in 9699032003
Chhattisgarh Circle Lead Ranjit Kumar 7805976661 chattisgarh@eltek.in west@eltek.in

Madhya 8 September
Slide 4Pradesh Circle Lead Dhanraj Longre 9770235703 madhyapradesh@eltek.in
2015
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