Network SOP 2024

Scenarios 4W Process

SNo Activity Action to be taken by Agent

For an eligible customer in case no service arraged by Prashant & team - MUST CALL MAHENDRA B

Will follow the process if getting denail

1 Sending 4W instead of 2W flatbed supervisor can give approval no need of
calling RM

Agent Need to highlight the case to

2 Sending 4W instead of UWL
supervisors

Agent can go ahead and process for

3 Hydra Hydra upto INR 5000/-(loading &
unloading)

After 3 denials ( if no Tech Available) -

4 Agent will ask RM for assistance
except Reverse ASP

If customer is not getting ready for

Vendor Not Contactable post Assigning
5 revised eta then agent has to approach
him a service
RM

Service delay however customer okay

with revised timing

5 Vendor Exceeding ETA

5 Vendor Exceeding ETA

Service delay however customer not

okay with revised timing

Agent will directly activate the new

6 Vendor denial after Accepting a case
service

No need to call RM operation team

Damage Case and complaint against
7 directly can send the email to complaint
vendors
team

When the tech is not available we can

directly call RM and ask for the tech
service ( FOR DAY CASES) ( for night
case discussion is still in process)

Activating Towing service when ROS

8
service is not Available

If customer doesn’t agree highlight case

to supervisor( Agent / floor supervior
should convince the customer and If
required keep client updated on the
case)
 Agent need to activate Towing for
Puncture cases during night hours (20:00
to 8:00 AM) or give Reimbursement
9 Puncture Cases during Night Hours
upto 500/- ( Dealers at any cost
shouldn’t be called for any support and
no call to RM's as well)

If vehicle is dropped in nearest

workshop, Border Tax to be paid by ASP.
Border Tax, Etc (where bill can be
9 If vehicle is being dropped at customer
produce)
preferred workshop then charges need
to be borne by customer

Agents should check the border charges

approved amount in EZ auto, if Asp is
requesting more than that, they should
contact RM or Prashant Kannampara for
approval, and once the approval is
received from the RM or Prashant
Kannampara, an email should be sent to
Deepak Luthra

Border Tax, Etc (where bill cannot be

10
produce)

If vehicle is being dropped by customer

preferred workshop then charges need
to be borne by customer
 Long Distance/ Remote Location Cases/
Repartritation
11 Higher service rates informed by ASP

Normal Case

12 Language Translations Local Language

Supervisor to help the agent and get this

14 Security Guard Not Available
sorted

Highlight the case with SUP & Manager (

15 ASP not found due to KM Issues
Sup will highlight to RM)

Agent will Call RM & RM needs to take

16 Towing use for ROS case
necessary approval

Client related coverage & extra Kms

17 Call Supervisor and get this sorted
charges support

Vehicle not in towing condition however Supervisor to help convince the

21 customer not ready to give damage customer. If required involved Ops
approval Manager and involve client
 Vendor Requesting extra Case / Service agent to involve RM / ZM / NH and
23
ID proceed as per their guidance

IF available service is greater than 50km

24 Agent have to Call RM
in ROS & 75km for towing
Involve Network for all vendor activation
25 For JLR & Porsche Cases
Case

26 Vendor Behaviour Involve Network

27 Taxi Denail Process/ High ETA Agent need to call supervisor directly

28 For all other query Need to approach supervisor

k SOP 2024
4W Process

Action to be taken by floor

Approval from RM required?
supervisors

by Prashant & team - MUST CALL MAHENDRA BISHT

Required Not required

Required Not required

Floor supervisor can approve Beyond 7500 we need to take the

upto INR 7500/- approval from prashant

RM himself to arrange service and

Not required
provide the details in the group

CALL REQUIRED TO RM IF ETA

Not required
EXCEEDS

Not required Not required

 Not required Required

Not required Not required

Findings to be shared by RM
within 24 hours & closure Not required
within 72 hours

Not required Required

Required Not required

Not required Not required

Not required Not required

Not required Required

Not required Not required

Required( Call directly to
Not required
Supervisor)

Not required Not required

Required Not required

Required Not required

Required Not required

Not required Required

Required Not required

Required Not required

 Not required Required

Not required Required

Not required Required

Not required Required

Required Not required

Required (Supervisor To
proceed based on case to case Not required
scenario)