GGS Channel Partner

G G S C u s to m e r M a n a g e m e n t G u i d e l i n e 3 . 0
– F Y 2 3 P r oa c t i ve S e r v i c e C o ve r a g e
GGS Central Ops
2022.8
 New SOP for

Zoom Service Diagnosis

&
taking service notes
GGS Customer Management Guideline 3.0 – New Requirements for Service Diagnosis
Q：What is the new requirement for a valid Service Diagnosis ?
• Service Diagnosis conducted through the following 2 methods can be recognized as valid
1. Zoom meeting: We Strongly recommend channel partners 2. Other valid methods: Under the situations such as face-to-
to execute Service Diagnosis through the newly launched face diagnosis or others that Zoom is not preferred by
Zoom meeting function which embed in CRM Orion customers, you could conduct the diagnosis through call,
especially when you need to do remote/online diagnosis. seminar, and etc. However, you are required to upload a
(Please refer to the following slides for operational guide of ‘Bind supporting file such as visit photo/call record in the form of
Zoom Account’ & ‘Zoom meeting operation with Orion’) pictures. (JPEG, JPG, PNG, and other common formats are applicable)

Zoom Meeting Validity check

1. Answered(Valid): customer attended >= 10mins
2. Ineffective: customer attended but < 10mins
3. Absent
Only answered ones will be recognized as valid diagnoses
Roadmap of deploying Zoom toolkits in more service scenarios

Aug 23rd

All diagnosis should be operated by Zoom meeting in CRM (>=10

Must Operate diagnosis mins) or through other valid methods by submitting supporting files

Sep 30th
All remote/online proactive services are strongly recommended to
Recommend Operate proactive service be done by Zoom meeting in CRM (>=10 mins) or through other valid
methods by submitting supporting files

Next Fiscal Year

All remote/online engagements with customers including but not

All remote/online
limited to service activities are strongly recommended to be done by
Must engagement with Zoom meeting in CRM or through other valid methods by submitting
supporting files
customers
Operational Guide

Zoom in CRM
Bind Zoom Account
Only Channel Service/Sales Managers are approved to manage the Zoom account of their channels

Step 1 Select the Service/Sales Manager Role

on the top right of service pool
1 1

Step 2 Click Zoom account management menu

on the left bar

3
Step 3 Search the corresponding sales name
and click bind , wait till the sign " successfully 3
bind“ appears
Remark: People who need to bind to Zoom or unbind, please
contact the management roles in your channels for operational
support

2
Create Zoom Meeting for Diagnosis
Step 1 Click “Create Zoom” or ‘’Appointment’’
Step 2 Fill in the required contents from line 1-5 1
1. Click Attendee to select customers who will attend the
diagnosis. If there is no selectable person in the menu,
please add them as a contact first
2. Start Time Select the time when you will conduct the
diagnosis
2
3. Service tasks One or more can be selected, please
add on ”Service report diagnosis”
4. Meeting Theme Fill in the theme of the meeting
5. Remark: Not compulsory 1.
2.
Step 3 Click “Confirm ”to proceed.
Please note that each seller can only have one zoom 3.
diagnosis invitation at the same time. If there is one meeting
invitation exists, then you cannot create a new one to the 4.
same customer.
5.
Modify and Delete Zoom Meeting

2
1

•1 After the zoom is created, you can click “Link for Sales” to enter the meeting or click “Link for Customer” to copy and
share the meeting link to your customer directly.
• If you need to modify the details of the invitation, you can only re-create it by Cancel Meeting first.
•2 Valid Zoom diagnosis: 1. Customer attend the meeting; 2. Customer attend the diagnosis longer than 10 minutes.
Join in Zoom Diagnosis with Customers
2 venues for joining in the meeting Get customer’s permission before video recording
•1 Launch Meeting: Joining by downloading the PC end
•2 Joining directly via web browser

Sample

1 The reminder will be displayed

in the attendees local languages

2
• Remind customers of video recording during the diagnosis,
only click the record button when get customer’s
permission.

Note: The recordings are only used for the QC check, not allowed for re-check
by any other parties without permissions.
Take Service Notes - Zoom Diagnosis

Step 1 Select “Last Zoom Info”

Meeting recording over 10 mins will be
automatically added to the list.
Meeting recording less than 10 mins will be
marked as ineffective and be not able to link to
an valid diagnosis note.

Step 2 Tick “Zoom” Option

Only when scheduled zoom meeting ends, can
AM creates a zoom service note.

Step 3 Fill in other mandatory

contents

Remark: Before starting a new zoom meeting,

AM must record a service note for the current
zoom meeting.
Take Service Notes - Non-Zoom Diagnosis
If a diagnosis is not conducted by Zoom, AM needs to upload a supporting file such as a visit photo/call record in the form of pictures.

Step 1 Select Subject

Email is not included as an effective
diagnosis

Step 2 Upload File

JPEG, JPG, PNG, and other common formats
are applicable

Step 3 Fill in other mandatory

contents
Reference - FY23 Proactive Service Achievement Rate（in 2.0 version）
Q：How to obtain 20 points for Proactive Service Coverage Rate?
• Evaluation Content*
1. Each customer should receive at least 1 effective service every 60d (email excluded/answered/complete service note), including
at least 1 one-on-one service diagnosis every 120d. (i.e. Each customer should receive at least 6 times of effective service, including
3 times of 1-on-1 service diagnosis each year)
• 2. Customer received service with the above frequency is marked “Y” , otherwise “N”
• Evaluation Method（In each performance-appraisal cycle, get “Y” in 6 continuous checkpoints.)
1. On the last calendar day of each month，an in-process inspection is performed. Each in-service customer is marked “Y” or “N”
based on their 60d effective service and 120d 1-on-1 service diagnosis status.
• 2. Every six months（S1: Sep. 30th, S2: Mar. 31st）, a final inspection is performed. Based on whether they get “Y” in 6 continuous
checkpoints, each customer, who is in-service that day, is marked “Y” or “N” as the final status of each performance-appraisal cycle.
𝒏𝒖𝒎𝒃𝒆𝒓 𝒐𝒇 “𝒀” 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔 𝒊𝒏 𝒕𝒉𝒊𝒔 𝒄𝒚𝒄𝒍𝒆
• 3. Calculation: Proactive Service Achievement Rate =
𝒏𝒖𝒎𝒃𝒆𝒓 𝒐𝒇 𝒊𝒏−𝒔𝒆𝒓𝒗𝒊𝒄𝒆 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔 𝒂𝒕 𝒕𝒉𝒆 𝒐𝒇 𝒕𝒉𝒆 𝒄𝒚𝒄𝒍𝒆

Checkpoint S1 Review Checkpoint S2 Review

Apr May Jun Jul Aug Sep Result Apr May Jun Jul Aug Sep Result
60d service Y Y Y N Y Y Y Y Y Y Y Y
Customer A N N
120d diagnosis Y Y Y Y Y Y Y Y N Y Y Y

60d service Y Y Y Y Y Y Y Y Y Y Y Y
Customer B Y Y
120d diagnosis Y Y Y Y Y Y Y Y Y Y Y Y
• Exemptions
1. Customers who have terminated their contracts during the assessment are not included in the calculation.
2. Customers who have subscribed to service less than 7 days, proactive service is not compulsory, and 1-on-1 service diagnoses are not compulsory either
for customers who have subscribed to service less than 3 months .
* Country teams can specify tailored operation indicators on the basis of the above minimum assessment indicators.
Reference - Service QC/Note Spot Check & Penalties （in 2.0 version）

Violation Definition
A. Service Note/Service Diagnosis contents are not completed
B. Customer Complaints/Dissatisfaction: Customer complaint/
dissatisfaction is caused by channel’s service after follow-up confirmation,
for instance: 1. an unfulfilled obligation in GGS CMG 2.0; 2. Other problems
include but not limited to impropriate words/behaviors, impoliteness,
deceit.

C. Dishonest Note: A customer follow-up record that is concocted or is

untrue after follow-up confirmation.

Service Rectification/Penalties
• A: Alibaba.com has the right to regard it as an ineffective service/diagnosis
if a substandard service note is found in the spot check.
• B: Alibaba.com notices the Channel Partner to follow up customer
complaints/ dissatisfactions and callback within 30 days. Alibaba.com will
send a letter of rectification if the problem is solved.
• C Level Penalties: Should any employee of a channel partner is found by
both the Central Ops team and Country teams to fabricate customer records,
Alibaba.com will send a notice on rectification in a given time period. If the
channel partner receives such notice twice, Alibaba.com has the right to
impose penalties by deducting commissions (Proactive Service Achievement
Score = 0).