GENERAL

SCHEDUL
Workforce Management
E CX
SLA% NPS
01 Visão geral do Consolidada
02 NQF
Eficiências Gerenciamento de Outliers

Back Office Operations

Salesforce Performance
03 Visão geral da fila 04 Visão geral dos erros do
SLA% Salesforce

Partner Program
Legal
05 KPI Program 06
Overview Visão geral da fila
Visão geral da
projeção

Adibot
07 Curadoria dos processos 08 Manufacturing defect
Motivos principais
pluris RESULTADOS OPERACIONAIS GENERAL

mídia Comparativo de
volumetria

99.0 99.6 99.5 97.9

100.0
94.2
93.0
100 100 100 99.9 99.5 99.8
90.3
99.2 99.6 99.9 99.4

CHAT jan/22

E-MAIL jan/23

PHONE SL CHAT SL E-MAIL 8HRS SL PHONE

Week 52 Week 53 Week 1
Lorem ipsum dolor sit amet. In minus vitae non
voluptate vitae rem officia delectus et error
voluptatem 33 reiciendis dolorum. Sed velit
veritatis ea molestiae eveniet hic eveniet quam sit
doloribus libero. Qui minus voluptatum 33
consequuntur impedit ad minima dolor.
Week 2
Lorem ipsum dolor sit amet. In minus vitae non
voluptate vitae rem officia delectus et error
voluptatem 33 reiciendis dolorum. Sed velit
veritatis ea molestiae eveniet hic eveniet quam sit
doloribus libero. Qui minus voluptatum 33
consequuntur impedit ad minima dolor.
pluris RESULTADOS OPERACIONAIS GENERAL

mídia SLA OPERACIONAL-

CHAT SLA
WEEK2
EMAIL SLA PHONE PHONE PCA% ABS%
% % SLA% SLA% 59% 19%
Brasil 60% 22% 62% 89,6%

Last 4 weeks Jan/2022 x jan/2023

99.0 99.6 99.5 97.9
100.0
94.2
93.0
100 100 100 99.9 99.5 99.8
90.3
99.2 99.6 99.9 99.4

CHAT jan/22

E-MAIL jan/23

PHONE SL CHAT SL E-MAIL 8HRS SL PHONE

Week 52 Week 53 Week 1 Week 2

Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae rem
officia delectus et error voluptatem 33 reiciendis dolorum. Sed velit
veritatis ea molestiae eveniet hic eveniet quam sit doloribus libero.
Qui minus voluptatum 33 consequuntur impedit ad minima dolor.
Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae
rem officia delectus et error voluptatem 33 reiciendis dolorum.
Sed velit veritatis ea molestiae eveniet hic eveniet quam sit
doloribus libero. Qui minus voluptatum 33 consequuntur impedit
ad minima dolor.
pluris RESULTADOS OPERACIONAIS GENERAL

mídia EFICIÊNCIA SEMANAL –

PHONE
WEEK2
CHAT AHT EMAIL SOCIAL PHONE CHAT AHT EMAIL SOCIAL
AHT AHT AHT
AHT AHT AHT 00:00:00 00:00:00 00:00:00 00:00:00
00:00:00 00:00:00 00:00:00 00:00:00

Last 4 weeks Jan/2022 x jan/2023

99.0 99.6 99.5 97.9 100.0
93.0 94.2
100 100 100 99.9 99.5 99.8
99.2 99.6 99.9 99.4 90.3

CHAT jan/22

E-MAIL
jan/23
PHONE
SL CHAT SL E-MAIL 8HRS SL PHONE
Week 52 Week 53 Week 1 Week 2

Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae rem
officia delectus et error voluptatem 33 reiciendis dolorum. Sed velit
veritatis ea molestiae eveniet hic eveniet quam sit doloribus libero.
Qui minus voluptatum 33 consequuntur impedit ad minima dolor.
Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae
rem officia delectus et error voluptatem 33 reiciendis dolorum.
Sed velit veritatis ea molestiae eveniet hic eveniet quam sit
doloribus libero. Qui minus voluptatum 33 consequuntur impedit
ad minima dolor.
pluris RESULTADOS OPERACIONAIS GENERAL

mídia CX – COSTUMER
CHAT NPS
EXPERIENCE
EMAIL NPS PHONE NPS APP CSAT CHAT NPS EMAIL NPS PHONE NPS APP CSAT

62% 89,6% 59% 19% 64% 89,7%

60% 22%

Last 4 weeks Jan/2022 x jan/2023

99.0 99.6 99.5 97.9 100.0
93.0 94.2
100 100 100 99.9 99.5 99.8
99.2 99.6 99.9 99.4 90.3

CHAT jan/22

E-MAIL
jan/23
PHONE
SL CHAT SL E-MAIL 8HRS SL PHONE
Week 52 Week 53 Week 1 Week 2

Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae rem
officia delectus et error voluptatem 33 reiciendis dolorum. Sed velit
veritatis ea molestiae eveniet hic eveniet quam sit doloribus libero.
Qui minus voluptatum 33 consequuntur impedit ad minima dolor.
Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae
rem officia delectus et error voluptatem 33 reiciendis dolorum.
Sed velit veritatis ea molestiae eveniet hic eveniet quam sit
doloribus libero. Qui minus voluptatum 33 consequuntur impedit
ad minima dolor.
pluris BACKOFFICE GENERAL

mídia BACKOFFICE
PERFORMANCE
Backoffice – Transport Company
Lorem ipsum dolor sit amet. In minus vitae non voluptate vitae rem
# OF
CASES # SLA% PENDIN BACKLO officia delectus et error voluptatem 33 reiciendis dolorum. Sed velit
 Entregue e não recebido G 296
800 458
SOLVED 84% G 46
veritatis ea molestiae eveniet hic eveniet quam sit doloribus libero.
 Atraso
588 428 94% 151 9 Qui minus voluptatum 33 consequuntur impedit ad minima dolor.
 Rastreio não iniciado
215 158 89% 56 1
 Alteração de endereço
125 97 98% 28 0
 Pedido devolvido
70 34 92% 42 4
 Pedido em processo de
devolução 52 30 93% 19 3
Backoffice – WHS
# OF
# SLA% PENDIN BACKLO
CASES
SOLVED G G
Backoffice –  Pedido devolvido 655 655 93% 0 0
Finance # OF
0
CASES # SLA% PENDIN BACKLO  Return devolução 182 182 90% 0
SOLVED G G
 Cancelado pelo sistema
369 367 95% 0 0  Item errado entregue 107 107 90% 0 0
 Pedido extraviado
357 357 96% 0 0  Faltou produto 62 62 97% 0 0
 Pedido devolvido 0
287 287 93% 0
 Devolução com reembolso
233 232 95% 1 0 Backoffice –
Vouchers and
Membership # OF
# SLA% PENDIN BACKLO
Backoffice – CASES
SOLVED G G
# OF
ECOM CASES # SLA% PENDIN BACKLO  Pedido de voucher 135 125 90% 10 0
SOLVED G G de substituição
• Problema no pagamento 706 693 68% 13 0  O voucher não 23 10 60% 13 0
 Status do pedido 184 162 98% 22 0 funciona
• Return Devolução 144 109 98% 35 0  Pontos 12 5 80% 7 0
• Troca do pedido 82 79 84% 3 0  Recompensas
4 3 100% 1 0
pluris INFORMAÇÃO GENERAL

mídia SALESFORCE
SALESFORCE
Start End OVERVIEW
Ticket
Subject Status Details Impact Last Update
Date Date
In the e-mails replied by SF from In June 12 it as solved but incorretly
BR FROM address email Partner program team the sender is Incorrect email redirect and delay to and the solution was reverted. New
Aug 10 - 22   OSFDC-9989 for Partner Program PENDING
appearing as ECOM address emails answer emails (SLA impact) ticket created CRMSFI-17745 to solve
queue instead of PP address email it.
No visibility of customer voice of NPS
BR NPS report without New ticket created for DEV team answers by EMAIL and PHONE
OSFDC- In progress - Issue between Qualtrics
Nov 1 - 22   customer voice (email PENDING (CRMSFI-17612) in progress. Without channels with impact and NPS
10743 and phone channel) deadline of solution. analyses and customer experience and SF in all market.
improvements

Email SLA: Emails answered of the Awaiting alignment with Stijn

New ticket created for DEV team Bannier how to proceed. In other
Nov 2 - 22   OSFDC- BR Reply time not filled PENDING (CRMSFI-17610) in progress. Without Salesforce cases not accept and the markets CS teams wait for the case
10744 on SF and report REPLY TIME not appear on the
deadline of solution. to be transferred back to their queue
reports. in order to email the customer back

In progress pending with SF team. CS agent is not able to support

OSFDC- Awaiting feedback from SF support
Jan 05 - 23   BR Blank chat PENDING Without deadline of solution but customers due to not open a chat
11233 opened recently. page (few cases) team

* Generation “Payment link (Sales link)” for PHONE channel was solved in January 12
pluris INFORMAÇÃO OMNIHUB GENERAL

mídia OMNIHUB OVERVIEW

Start End
Ticket Subject Status Details Impact Last Update
Date Date
BR exchange orders stuck in Several exchange orders stuck in
Oct 10 - 22   OMNIOP-1408 SCHEDULED status with PENDING In progress to release manually exchange Scheduled status with delay to deliver to Awaiting solution of the root cause
original orders with returns orders without deadline of solution. the customers (we have 8% of returns
completed considering 50% is exchange)
BR Returns processed by
Warehouse/WMS and
INC6754684 / completed Solution will be included in the next sprint Delay to refund customers due returns
Oct 18 - 22   on Omni but
OMNIOP-1568 WITHOUT credit PENDING will start first week of December processed but without credit note Awaiting solution of the root cause
note on generated.
servicehub

Issue since October/November. We raised a Delay to update order status on system

Jan 11 - 23   OMNIOP-2112 ecomSHIPPED
BR - orders stuck in
status PENDING ticket to release the orders impacted but in and request a return by CS team because
January 11 we created the one to the team with Shipped status is not possible to Awaiting solution of the root cause
work on the root cause create return on OMNI

Jan 03 - 23   OMNIOP-2093 BR eCom - zipcode PENDING Error to create returns due wrong/outdated Delay to create return and send Will be necessary a business cases (TBD)
validator zipcode postalcode to the customers

release GWC Lost Parcel Request to ensure GC Lost parcel creation of No possibility to create GWC lost parcel Awaiting feedback from Omni support
Jan 04 - 23   INC7003358 creation for orders in PENDING orders in Delivered status when carrier improperly updating order team
DELIVERED status for status Delivered

After an order is updated to DELIVERED in

servicehub if carries change the status in it
BR eCom: Delivery status system the status is not updated again on Incorrect status on Omni and no possibility Awaiting feedback from Omni support
Jan 04 - 23   INC7003634 update PENDING servicehub. to create some GWCs (delay to refund team
From carrier side it can happening when they customers)
updated incorrectly in the first moment as
delivered.

OECOM- Autoreveral cancelation Orders confirmed on PAY-U but not migrate Orders cancelation due not migration.
Aug 08 - 22   (PSS Paid orders not PENDING No deadline to fix it
225221 present on SFCC) to Omnihub Necessity to refund the customers.
pluris ILHA DE PARTNER GENERAL

mídia VOLUMETRIA
PROGRAM E MOTIVOS DE
CONTATO
COMENTÁRIO
REFERENTES AO SLA
DOS CASOS
RESOLVIDOS.

ONDE ESTÁ NOSSO ONDE ESTÁ NOSSO 2º Retention

Ano de 2023 com reputação Platinum 51,08%
MAIOR VOLUME? MAIOR VOLUME?

OBSERVAÇÃO SOBRE
QUAL É NOSSO MAIOR ALGUM PARCEIRO EM
PROBLEMA DE ENTREGA? ESPECÍFICO.
pluris VOLUME E RESULTADO GENERAL

COMMENTS:
mídia ADIBOT • HIGHLIGHTS:
• W1 NPS BOT: 35% |
HYBRID: 59% |
VOLUME NPS % ADVISER: 62%
RETENTION • NEW FLOWS
Brazil
W2
549 35% 7 IMPLEMENTED:
PAYMENT, SHIPPING,
ORDER STATUS SUB-
%
FLOWS
VOLUME NPS
RETENTION •
Brazil IMPACTS/ISSUES
W1
629 45% 7,2 • NO TRACKING NUMBER
• DELIVERY EXCEPTION
STATUS NOT
VOLUME NPS % RECOGNIZED IN THE
RETENTION "HOW TO RETURN"
Brazil
January
1.2k 41% 7 FLOW
• WRONG CARRIER
NAMES
Contact Re as on Cate gory Sub-cate gory NPS W1
Promote r Pas s ive De tractor
NPS W2
Promote r Pas s ive De tractor Dif • EXCHANGE REQUEST
W1 W1 W1 W2 W2 W2 W2/ W1 NOT RECOGNIZED IN
Apps & Website
Paym ent
My Account
Payment Is sue
How to regis ter
Payment rejection
80 50 1 5 56
-60
32
1
3
0
8
4
- 25
- 60
THE RETURN
Existing Order Or der Status Deliver ed 47 9 7 1 30 6 1 3 - 17 COMPLETED FLOW
Existing Order Exchange of r eceived or der Left Blank -50 1 0 3 0 2 0 2 - • TRANSLATIONS ISSUES
Existing Order Or der Status In war ehouse/store 41 10 4 3 17 3 1 2 - 25
Returns & Refunds Retur n Process How to return 0 2 0 2 - • OPPORTUNITIES
Existing Order
Existing Order
Or der Status
Or der Status
In system
In tr ansit
0
50
4
6
2
0
4
2
71
50
6
3
0
0
1
1
71
0
• CHECK CATEGORIES SF
Existing Order Or der Status Left Blank -100 0 0 1 0 1 1 1 - X COGNITIVE
Existing Order Or der Cancelled by Adidas Left Blank 50 3 0 1 50 • IMPROVE AND
Paym ent Payment Proces s Payment methods - 100 0 0 1 -100 INCREASE INTENTS
Existing Order Exchange of r eceived or der Product 100 1 0 0 0 0 1 0 - (IMPROVE
Apps & Website Or der Cancelled by Adidas Cancelled by system 0 0 1 0 -
Existing Order Product Claim Quality issue 100 1 0 0 100
UNDERSTADING
Returns & Refunds Retur n Process Return status 100 1 0 0 100 LEVEL)
•
pluris RESULTADOS ÚLTIMAS QUATRO GENERAL

mídia MANUFACTURING
SEMANAS
DEFECT

SLA ÚLTIMAS QUATRO SEMANAS

JAN/23

NPS ÚLTIMAS QUATRO SEMANAS TMA ÚLTIMAS QUATRO SEMANAS

pluris LEVANTAMENTO DE GENERAL

mídia FALSE POSITIVE Casos Casos

re- em tratativa; 120; 11%
tornados
BKO; 195;
18%

STATUS DOS CASOS

Casos Ar-
vato; 46; 4% Casos
resolvi-
dos; 696;
VOLUMETRIA DE TRANSFERÊNCIAS 66%

VOLUME EM ARVATO
pluris MÍDIAS SOCIAIS GENERAL

mídia LEGAL (PROCON, CONSUMIDOR.GOV,

RECLAME AQUÍ)
Total Consumidor.gov
Jan/23: (51)

PRINCIPAIS MOTIVOS DE CONTATO CONSUMIDOR.GOV

Total Procon
Total RA Jan/23: (371) Jan/23: (57)

PRINCIPAIS MOTIVOS DE CONTATO RECLAME AQUÍ PRINCIPAIS MOTIVOS DE CONTATO PROCON

 GENERAL

APPENDIX

15 2/22/23
GENERAL