User Manual for CFMS Version 1.0 Admin and User Manual

Table of Contents

Login: .......................................................................................................................................... 4 Register Employee ...................................................................................................................... 5 CSQ Registration: ........................................................................................................................ 7

Customer Information: ............................................................................................................ 8 Feedback Details: .................................................................................................................... 9 Association Feature: .............................................................................................................. 10 Attachments: ......................................................................................................................... 10

Assign Incident: ......................................................................................................................... 11 Action Details: ........................................................................................................................... 12

Put On Hold: ......................................................................................................................... 13 Action Completed: ................................................................................................................ 14

Search Feature: ......................................................................................................................... 15 1. Search for RM:.................................................................................................................. 15 2. Search for AM: ................................................................................................................. 15 3. Search for CSR: ................................................................................................................ 16 Export to Excel: .................................................................................................................... 17

Short Close for RM: ................................................................................................................... 18 Notifications: ............................................................................................................................ 20 Escalations: ............................................................................................................................... 21

Mail Notifications: ................................................................................................................ 22 Consolidated mail format: ..................................................................................................... 22 Stored Procedures: ................................................................................................................ 22

Reports: .................................................................................................................................... 23 Export options: ..................................................................................................................... 24 Export to excel: ........................................................................................................ 24 Export to HTML: ..................................................................................................... 25

CSQ Geographical Wise: ...................................................................................................... 25 CSQ Category Wise: ............................................................................................................. 26 MTD:.................................................................................................................................... 26 CSQ Channel Wise: .............................................................................................................. 27 CSQ Stage and Vehicle Type Wise: ...................................................................................... 27 CSQ Stage and Geographical Wise: ...................................................................................... 28 CSQ Stage and Category Wise: ............................................................................................. 28 CSQ Stage and Escalated To Wise: ....................................................................................... 29 Escalation Trend Vehicle Type Wise: .................................................................................... 29 Escalation Trend Geographical Wise: .................................................................................... 30 Escalation Trend Category Wise: .......................................................................................... 30 Category Region and Stage Wise Statistics: ........................................................................... 31 Stage Wise KPI’s: ................................................................................................................. 31 Total Stage Wise for more than 30 days: ............................................................................... 31 Stage and Vehicle Type Wise for more than 30 days: ............................................................ 32 Stage and Geographical Wise for more than 30 days: ............................................................ 32 Stage and Category Wise for more than 30 days: ................................................................... 32 Short and normally closed: .................................................................................................... 33

Abbreviations used

CFMS: Customer Feedback Management System EVP: Enterprise Vice-President AVP: Assistant Vice-President FH: Functional Head DH: Department Head RM: Regional Manager AM: Area Manager CM: Channel Manager CCC: Channel Champion CSR: CSQ Registration Group DB: Database

Login:

User has to provide login credentials (Active Directory) on this screen to log in to the CFMS application. After entering valid credentials he will get work item list inbox/Search page depending on his role in the application.

Register Employee:

Using this screen admin can register an employee to the CFMS application. Field names on this screen are self explanatory like First Name, Last Name etc… User Name provides you the Active Directory user lookup where you can choose the username from AD. Drop downs from Area Manager to EVP are to choose the superiors of the employee being added.

Role drop down is to assign a role to the employee being added. Region, Area, Vehicle

Type and Category drop downs are to choose the respective value. Add Employee Mapping will provide user to add multiple roles to an employee and also Region, Area, Vehicle Type and Category drop downs will repeat to choose different values for different roles as shown below.

CSQ Registration:

CSQ registration page is the main page of the CFMS application where incidents get

created. Priority Escalation: If user selects this check box then escalation notification will be send directly to RM instead of AM on 3rd day. CSQ Originator Type: This radio button is to select if the end customer or employee only has originated the incident. If employee is selected then Employee email field is mandatory.

Customer Information: Customer ID: This text box is given to search for already existing customers using their customer ID or Mobile Number. If customer ID is known put it in Customer ID text box and press tab it will populate the customer data including mobile number. If you want to insert new customer then insert only Customer data except Mobile Number and Customer ID and after entering all the data in this page insert mobile number for new customer and then press submit button. If mobile number for customer is not provided address fields and comments are mandatory. Region: Once user chose value from this drop down the areas will be populated based on selected region.

Feedback Details: Concern: Concern in complainants own words. CSQ Details: Detail description of CSQ. Incident Type: Mode: This field is used for how the complaint was received. Complaint can be received in following modes.

1. Phone 2. Fax/Letter 3. Email 4. Reach at Eicher

Dealer Code: This will be populated based on the selected region. Category: Drop down to choose category for the incident being created. Sub Category: This drop down will be populated based on category selected. Reference: Reference of the incident. Vehicle Type: Drop down to choose the vehicle type. Vehicle Model: Drop down to choose vehicle model which will be populated based on selected vehicle type. CSQ Recorded Date: The date when this incident was raised. CSQ Entry Date: Date of incident inserted to the application.

Association Feature: Is Association Required: This check box will be used when user wants to associate multiple incidents with each other. While creating first incident only this check box should be checked and submitted the incident. Associate to ticket number: Second incident for which association is required will be chosen from this lookup. Incidents created by this user only are available to associate and then user can select the ticket. Repeat this procedure for as many incidents you want to associate.

Association Completed: Once user is done with the association he has to check this check box to complete the association as show in above screenshot.

Note: Is Association required should be checked for all the incidents while associating the incidents. Remarks: Remarks if any about the incident being created.

Attachments: User can attach files of any type of size up to 10 MB. User can click on add attachment

link to attach multiple files. User can also delete the attachment using link Delete Selected attachment.

Submit: Submit button will create a new incident and show popup “Incident Created Successfully.” with OK button once user clicks on OK button the page will be refreshed and ready to create another incident.

Assign Incident: In this screen AM user will assign the incident to the respective CM and that incident will

move from AM’s inbox to CM’s inbox. AM has to choose the CM user from drop down and click on assign button. User can either act on that incident using the Enterprise Console link from the mail or from the Skelta inbox by clicking on respective item he wants to assign it will open the item in new popup window to assign with the respective CM users.

Action Details: Once the incident is assigned to a particular user s/he will get that item in Skelta inbox

as well as a notification mail as shown below, user can either act on that incident using the Enterprise Console link from the mail or from the Skelta inbox by clicking on respective item he wants to work on.

In this screen CM user will act on the incident by providing various inputs like choosing

valid reason or status as shown in diagram below.

Put On Hold: CM can put this incident on hold by checking put on hold check box however if this

check box is checked user is not allowed to click action completed and the message will be shown as in below screenshot.

Submit for updation button will only update the action taken details and drop down

value in database and the work flow won’t move to next level. User is not allowed for submit for update if the drop down value is “Closed” as shown in the below screen.

First tab contains the detailed information about ticket in read only mode as shown in below screen.

Action Completed: Once the proper comments are entered and clicked on action completed workflow will

end and the notification mails will be sent.

Search Feature:

1. Search for RM:

This search page will be available only RM users who can search incidents using

different criterion shown in above screen. Also user can filter the search based on “From date” and “To date” and can export searched results to excel and html.

2. Search for AM:

This search page will be available only AM users who can search incidents using

different criterion shown in above screen. Also user can filter the search based on “From date” and “To date” and can export searched results to excel and html.

3. Search for CSR:

This search page will be available only CSR users who can search incidents using different criterion shown in above screen. Also user can filter the search based on “From date” and “To date” and can export searched results to excel and html.

In searched grid if user will select any row the Incident Status and action details of that incident will be shown below the grid as shown in the above screen shot.

Export to Excel: In all search screens export to excel is available as shown in below screenshot.

Short Close for RM:

In short close Regional Manager can short close the incident which is escalated above

his level. As you can see in the above screen RM can search with CSQ Number and he can enter his action details on that incident in Action Details text box. In previous action details text box previous comments will be shown in read only mode.

If the incident is escalated to above RM level then RM has to check the Approved from

Higher Level checkbox after which the comments textbox will be enabled and then RM can put the approval comments in the comments text box. “Close Incident” button will be available once the searched incident will be shown in the Grid below search button.

Notifications: Mail notifications will be sent to AM/CM/CCC users according to the respective Region, Vehicle Type and Category of that user once the incident is created as shown in below screen.

Following screen shows the assignment mail for AM/CM user with the Enterprise Console link using which user can act on the incident.

Escalations: Escalations are of two types given below, which will be sent to the superiors in the organization hierarchy based on the pending days of the incident.

Individual Escalation mail will be send with individual incident to AM/RM according to the

Escalation Days value as pending days in the table below of that incident from creation.

Consolidated Consolidated escalations will be send to users like DH/FH/AVP/EVP etc… with

the list of the incidents pending according to the days in below given table.

Role AssignedDate Escalation Days AM 2011-02-17 3 RM 2011-02-12 7 DH 2011-02-9 10 FH 2011-02-3 15 AVP 2011-01-28 20 EVP 2011-01-20 27

Mail Notifications: Escalation mails will be sent in the following formats for individual and consolidated escalation respectively.

Consolidated mail format:

Stored Procedures:

Following are the two stored procedures used for sending escalations in the application. spCFMS_GetCSQEscalations spCFMS_GetCSQEscalationsByEmployeeID

Reports: There are total 17 different reports as given in the following table.

Sr. No. Reports Pool 1 CSQ distribution vehicle type/model wise Total CSQ’s 2 CSQ distribution region/area/state wise Total CSQ’s 3 CSQ distribution CSQ type/function (sales, service etc.) wise Total CSQ’s 4 CSQ lodging MTD [For each region and all] Total CSQ’s 5 CSQ lodging channel wise [Email CSQ, Letter/FAX, Telephone, Web site] Total CSQ’s 6 CSQ pendency/on hold/closure vehicle type/model wise Total CSQ’s 7 CSQ pendency/on hold/closure region/area/state wise Total CSQ’s 8 CSQ pendency/on hold/closure CSQ type/function (sales, service etc.) wise Total CSQ’s 9 CSQ pendency/on hold/closure as per escalation stage Total CSQ’s

10 Escalation trends vehicle type/model wise Total CSQ’s 11 Escalation trends region/area/state wise Total CSQ’s 12 Escalation trends CSQ type/function (sales, service etc.) wise Total CSQ’s 13 Statistics Function, region, Stage*wise [Details mentioned in “a – Statistical Report”] Total CSQ’s 14 Stage*wise KPI’s [Details mentioned in the above mentioned point number “b – KPI’s” Total CSQ’s

15.1 Total CSQ’s pending/on hold/closed for more than 30 days CSQ’s pending > 30 days 15.2 Model wise CSQ’s pending/on hold/closed for more than 30 days CSQ’s pending > 30 days 15.3 Region wise CSQ’s pending/on hold/closed for more than 30 days CSQ’s pending > 30 days 15.4 Category wise CSQ’s pending/on hold/closed for more than 30 days CSQ’s pending > 30 days

16 Total CSQ’s Total CSQ’s 17 Report on incidents those are short closed and normally closed. Total CSQ’s

User interface for each report is almost same except the criteria values. The criteria values are Vehicle Type, Region, Area, Category, Mode, Pending, On Hold, Closed, MTD and KPI’s drop downs from which user has to choose the values he wants to search for.

The above report is for CSQ distribution Vehicle Type wise. User can see criteria

dropdown for vehicle type from which he can choose the value once the vehicle type value is chosen Vehicle Model dropdown will appear for further filtration of CSQ’s. We have “From date” and “To date” to filter the report to show only incidents created in those dates.

If “Show Complete Action Details” check box is checked then searched you will get all

the actions with date in the last column of the report. If you search without checking the check box it will show only recent action details in the last column of report.

Export options: We have provided two export options, Export to excel: If you click on the Microsoft excel icon below search button it will

export the report to “SearchResult.xls” (Microsoft Excel 95-2003 format) file which you can save on your hard drive.

Export to HTML: If you click on the Internet Explorer icon below search button it

will export the report to “Report.html” file which you can open directly in new window or save on your hard drive.

CSQ Geographical Wise: CSQ search report based on Region further Area and State.

CSQ Category Wise:

This report provides search based on Category further Subcategory.

MTD: This screen shows the MTD report with criteria as “From Date” and “To Date” also it has

both the export options.

CSQ Channel Wise: This report help user to search based on Channel by which the Feedback is received.

CSQ Stage and Vehicle Type Wise: User can search based on the stage and Vehicle Type further Vehicle Model of the incident.

CSQ Stage and Geographical Wise: This report search is based on stage and geographical wise like Region, Area etc.

CSQ Stage and Category Wise: This report helps user to search CSQ’s based on the stage and Category further Subcategory.

CSQ Stage and Escalated To Wise: This report searches the CSQ’s based on the stage and “Escalated To” level AM/RM etc…

Escalation Trend Vehicle Type Wise: This report is based on Escalated To and Vehicle Type further Vehicle Model.

Escalation Trend Geographical Wise: This report is based on Escalated To and Region further Area or State.

Escalation Trend Category Wise: This report is based on Escalated To and Category further Subcategory and Incident Type.

Category Region and Stage Wise Statistics: This report gives the statistics based on Category, Region and Stage wise.

Stage Wise KPI’s: This report is used to get Stage and year wise KPI’s.

Total Stage Wise for more than 30 days: This report gives user the total CSQ’s in a particular stage more than 30 days.

Stage and Vehicle Type Wise for more than 30 days: This report gives user the total CSQ’s in a particular stage more than 30 days and also with Vehicle Type wise.

Stage and Geographical Wise for more than 30 days: This report gives user the total CSQ’s in a particular stage more than 30 days and also with geographical wise.

Stage and Category Wise for more than 30 days: This report gives user the total CSQ’s in a particular stage more than 30 days and also with Category wise.

Short and normally closed: Using this report user can search for incidents which are short closed or normally closed further Vehicle Type, Region and Category.