ZipCare AC Service – Service Process

ZipCare AC Service – Product Construct

AC Service Plan to be launched under our own label “ZipCare”
Product Covered – Residential Window or Split Air Conditioner

Plan Validity – 365 days from date of purchase.

Article Code - 265520

Service Coverage –
1. One time wet cleaning service which includes cleaning of:
• AC Filters
• Coils
• Blades
• Drain tray
• Outer cover
• Cleaning of outer unit (In case of split AC’s)

2. One time gas charging

Benefits of AC Service – Improves Cooling, Minimizes Power Consumption & Prevents Breakdown

Proposed Selling Price – INR 999

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 ZipCare AC Service – Product Construct
The Service only entitles the customer to a one time preventive maintenance service & one time gas charging. Any other
repairs are excluded.

List of Exclusions:
• Any kind of repairs/breakdown*
• Spare parts
• Installation or uninstallation of the AC
• Air conditioner’s being used for commercial set-up’s

*In case of any repair requirements which require change of spare parts, Croma will act as facilitator between Customer and
Brand Service Centre. However, all charges for the repair will have to paid by the customer directly to the brand.

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 Purchase Journey
Customer purchase journey & post purchase communication

Customer receives
CSS informs customer Customer clicks on T&C
Customer purchases the welcome communication
about the service (Select link to know more about
ZipCare AC Service on T+1 day on Whatsapp
cities only) the service
& SMS with T&C link

Whatsapp SMS

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 T&C Document

https://www.croma.com/tc-zipcare-ac-services

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 Process Flow – Service
Service Request Creation & Allocation to service centres
System – SAP CRM

Preventive Maintenance Service & Gas Refill

Customer calls Croma or
Central SPOC to
ZipCare Toll Free Agent registers SR and
Agent validates customer bifurcate COCO & Non- SC to call customer for
Number or Visits store selects activity as
& plan details COCO SR’s and share Appointment
for raising service “ZipCare AC Service”
with for both
request

Technician visits
Customer service team If customer is satisfied
customer as per Completion update to be
outcalls customer – with service, SR closed
appointment & shared by SC/BSM
“Happy calling” in CRM
completes the service

• Minor gas leakage repairs which require brazing, welding, etc. will be done by us.
• In case repairing of gas leakage requires a change of spares, then will follow the breakdown journey

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 Process Flow – Service
Service Request Creation & Allocation to service centres
System – SAP CRM

Breakdown / Repair Assistance

Customer calls Croma or
Central SPOC to
ZipCare Toll Free Agent registers SR and
Agent validates customer bifurcate COCO & Non- SC to call customer for
Number or Visits store selects activity as
& plan details COCO SR’s and share Appointment
for raising service “ZipCare AC Service”
with for both
request

Technician informs
Technician visits BSM to follow up on
customer that repair is SC to log a call with Payment for spares to be
customer as per each status with brand
required & Croma will brand and BSM to ensure made by customer
appointment & identifies SC to ensure repair is
facilitate the same with visit happens directly to the brand SC
that repair is required completed
brand

Customer service team If customer is satisfied

Completion Update to be
outcalls customer – with service, SR closed
shared by SC/BSM
“Happy calling” in CRM

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 Process Flow – Service

If Happy Calling remarks are negative – below process to be followed by Agent

If not able to resolve

Agent to understand If Customer request for
Customer informs agent query, then the agent BSM & Escalation
further from the the Technician, SR to be
that they are not happy should ask Customer if a manager to ensure
Customer about the re-opened and escalation
with the service Technician should be closure of case
issues faced matrix to be followed
assigned again

Escalate to BSM &

Regional Escalation
Manager

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