• If no response AI or Human Agent trigger a voice call to to capture the customer confirmation and preferred serving date & time.
• if no response for voice call , the agent redirects them back to the sales channels for necessary actions.

1. Channel Operations Back Office (COBO)

• Sales Lead Intake:Sales channels such as telesales, email, and shared portals create service orders via CRM systems.
• Order Classification: Orders are classified based on priority, customer type, geographical location, and other predefined criteria using automated prioritization and segregation systems. Manual assignment is available for exceptions.
• Validation and Confirmation:The customer eligibility check verifies requirements such as valid documents and service availability. Once confirmed, an offer or visit confirmation is triggered.

2. Confirmation and Scheduling

• Customer Communication:
  • WhatsApp Messaging: A confirmation message is sent, and customers can respond to confirm, reject the order. Unanswered messages are followed up via Voice communication channels.
  • Voice Calls (AI/Human): Outbound calls provide additional support for order confirmation with a wait time threshold <TBD> for responses.
• Appointment Scheduling: If visit is required for work , a schedule is set, and the work order (WO) is updated accordingly [. Either by Voice or Messages ] .
• Retention Team:
  • Proactive Outreach:Contact customers who show signs of dissatisfaction (Reject or Not Responding )
  • **Feedback and Issue Resolution:**Gather detailed feedback to understand the root causes of rejecting.
  • Insights and Analytics:Provide a feedback about the sales channels behaviour and performance.

3. Customer Visibility and Notification

• Throughout the process, customers receive real-time updates through various notifications, ensuring transparency and engagement:
  • Instant service selection for quick setups.
  • Status updates on visits, installations, and service completions.
• Customer has option to :
  • Reschedule
  • Check order status

4. Back Office Operations

• Remote Fulfillment: The BO handles remote activities, aligning closely with field technicians for service execution.
• Completion Check: Orders are monitored for completion, triggering follow-up actions like surveys(Onsite or Online Via Whatsapp messages ) or upselling opportunities.

5. Field Technicians (FT)

• Assignment and Execution:
  • Tasks are assigned based on route planning and inventory availability.
  • Field technicians execute installations and maintenance tasks while communicating status updates to the BO.
• Customer Engagement:Customers receive updates such as "On The Way" messages and post-service surveys.

6. Feedback and Continuous Improvement