SOP For Email Handling Sales Force - L1 Team

Process Name: Yayan Mufid Pratomo & Vidya Radita

Department: Customer Experience

Author Reviewer Version Approval / Review Effective Date Comments

Date

Yayan Mufid Pratomo Randhyka Hardya Version 1.0 DD-MM-YYYY DD-MM-YYYY Remarks if any
& Vidya P.R Putra

Background

This SOP is designed to meet the needs of the L1 Team in handling emails Salesforce to achieve the goal when replying to emails according to
the expected time and no errors occur.

Objective

To provide an efficient and the best one-stop solution for users’ issue
To maintain every ticket received can be replied to all

Glossary 4

Purpose 5

Scope 5

Procedure 5

Interdependency 5

Deadline 5

Escalation 6

Business Continuity Plan 6

Frequency of Review 6

Appendix 6

Annex 7

Glossary

Term Definition

Sales Force CRM software that used by CE Team

Purpose
Due to the CRM change in the Customer Experience team, which was previously Hubspot to become a Salesforce, an SOP was made for flow
so that the L1 Team could work on email tasks properly and smoothly.

Scope
1. Reports could be raised by the users through email address who pass the complaints/queries to tanya@pluang.com and receive
to both CRM : Salesforce
2. Report should be able to track by ticketing system (email)
3. Mandatory data to obtain:
a. Account details (Name, Registered Phone number and Email address)
b. Details of complaint/query/request (Statement(s) that describes the issue)
c. Supporting details(indicators such as screenshot or screen recording that shows the issue/complaint)

Procedure

Steps Procedure Responsible

1 Agent must login to SF account, then OmniChannel is available Email L1

2 Agent must check and edit webname from details email and customize webname with admin panels user L1

3 If there are several emails from the same source, the agent must merge L1

4 Make sure the agent replies by selecting "Reply All" when replying to an email from a partner (not a user) L1
which will be escalated to L2. Etc from Bukalapak/Tokopedia (all partners)

5 Agents must reply to emails that come in on their respective SF accounts with a maximum SLA of 30 L1
Minutes

6 Identify the email in the "Inquiry" or "Issue" and "Request" categories L1

7 Input “Ticket Category”, “Sub Category”, and “Items” L1

8 If the email does not require escalation, or the data is still incomplete please change the category to Inquiry. L1
And ask the user to complete the required data

9 If the email requires escalation, please change the category to Issue/Request to enter Queue L2 L1

10 Make sure to reply to emails using the tanya@pluang.com domain L1

Flowchart
Interdependency
1. Customer Service L1 if escalate ticket to L2 must change Category to “Request/Issue”
2. CSR team must check the incoming tickets and run escalation with the SLA 24 hours since the jira was created

Deadline
The deadline for ticket retaliation from L1 is a maximum of 30 minutes.
The deadline for solving problems from CSR is 1-3 working days from the ticket entry to the CSR team
Escalation

Person Responsible Role Triggers When

L1 CE Team 30 Minutes

Business Continuity Plan

Alternative PIC can be implemented by the Agent L1 by CE team on duty
And handling on the CSR side can be carried out by the CSR team on duty

Frequency of Review
This SOP document shall be reviewed and/or updated at least annually.

Appendix
NIL

Annex
NIL