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Service Engineer/ASM Login, Dealers Portal, Spare Planning, Pre-Sales …
Service Engineer/ASM Login
Dashboard
Start Service Call
Breakdowns
Breakdown Calls
Check priority (High, Medium
and Low) and TAT
Check Machine Type
PI submission pending
Collect acknowledgement** (TBD)
On location visit,
set in-time and location
captured
If not resolved by SE
1 more item...
Call Completed (Set out-time, call count
updated)
1 more item...
Follow up for AMC
Preventive Maintenance
PM Calls
Machine History, Machine Type and Group,
Location, TAT, priority, response time
On location visit,
set In-time and location
captured
Call completed (Set out-time, call
count updated)
Resolution info sent
to SAP
Any wear & tear part?
Request for Spare
1 more item...
resolution time exceeded
Escalation/Alert
Spare requirement
1 more item...
Second Visit Required
1 more item...
AMC Check
Installation Calls
Machine Details, Service
Agreement and Location,
AMC Alert
Installation Completed?
TAT exceeded
Escalation/Alert
Call THD
Resolved
1 more item...
Not resolved
3 more items...
Yes
Service call details sent to SAP
Submit reports
& Close call
Create warranty contract in SAP
Inspection Calls
Visit customer
Submit reports
& close call
& update AMC status
Standby Call
Install
standby machine
Dispatch original machine
to warehouse
Submit reports &
transport documents
Post repair,
visit customer
Install original machine &
dispatch standby machine
Dispatch standby machine to warehouse
Submit courier documents &
SE reports & close call & AMC status
Standby BD Call
Visit customer
Call Resolved
Submit reports
& close call
& update AMC status
Not resolved
Install original machine
post repair
Dispatch standby machine
to warehouse
Submit reports
& close call
& update AMC status
Suspended Call
Visit Customer
Submit reports
& close call
& update AMC status
Attendance
Calendar
Regional Holidays
Attendance status
Apply for Leave (Formal/LWP)
Send to Admin for approval
Automatic mark present on Start of
first call
AMC followup
list
Upload acknowledged
Performa invoice
Update status
and add remarks
List of mandatory
actions/Alerts
Pending performa invoice
Pending service reports
(Hard copies)
Spare Requested
Listing & Tracking
& Discrepancy list
Once received, Schedule visit
Visit location and issue fix?
If Yes, Close Call and
Submit report with
before and after picture
If No, call THD
Faulty/Incorrect
Spare Received
Communicate with
Pictures
Return spare part
Generate Packing
list (Select spares)
Add docket details
Dispatch spare part
to warehouse
Discrepancy list
from warehouse
1 more item...
Not Received, Add Remarks
View Quotation
for new machine
Send to Customer
T&Cs, Law & Policies, About IMU
Rating Analytics
From Customer
From System
THD
Send Service Report Hard Copy
Create Packing list
Remarks from
Service Coordinator
Raise Complaint
about any problem
Mention concerned authority name
like ASM, ZE, AGM, Director, HR, THD
(to be seen in hierarchical manner)
Describe problem type
Submit & issue a ticket number
Resolution feedback
after issue is resolved
Profile
Change password
Personal Details
Mark Day Status
Dealers Portal
Other benefits
Gifts
Bonus
Registration of
dealers/prospects
Submit empanelment form,
along with relevant
company & personal
documents
Sales executive &
director to approve
Assign credentials
for portal
Sales targets
(quarterly and annually)
given to dealers
Dealer raises PO
from portal
List of available
spare parts
& new machines
Request for quotation
Commission earned
Achieved Sales targets
Spare Planning
Monitoring spare consumption
Consumption Projection
for next 3 months
Alerts for high usage &
inventory when below
threshold
Mark threshold level
Identify consumption pattern
(last 6 months)
Keeping track
Available spares with warehouses
Defective spares with SE
Backup/Emergency spares with SE
Toolkits with SE
Analytics for spare types
Repairable
Non-repairable
Consumable
If spare not available
in warehouse
Warehouse to alert SE/ASM
regarding tentative date of arrival
List of spares
to be purchased
List generate by system
List approved by MD
Generate PO from SAP
Pre-Sales
(Lead Management)
Lead Registration
Fill Lead/Prospect form
Action by
Sales executive
Dealer/B2B Distribution Channel Partner
Service Engg/ ASM
Existing customer
New Prospect
Other employees
Self service portal
Web sales
Other channels
Cold lead
Cold calling
Import CSV
Installation &
Completion
Confirm payment
Product delivery
Schedule Installation
Receive Feedback
Incentive Calculations
Approval by AGM
Incentive amount to SAP
Lead to order
Lead assignment
Sales Team - RSM
Sales Representative
Track Activity
Schedule Meeting
Face to face/physical
Online
Phone /conference
Demo (WARM)
Quotations (COLD)
Payments/ Invoice (HOT)
From SAP
Escalation, help with
lead closure
Register a new
customer
Login
RSM
Dashboard
Lead list
Actions on the leads
Reports
Notification alerts
Lead statuses
Incentives
Sales Rep
Login with Username
and Password/
Check Vacancy
Web App (SE,ASM,RSM,ZE
Service coordinator,CHD,THD,
Customer, Admin)
Revenues
Sale of new
machine
Requested Quotations
from Customer through
calls/mails
Quotation sent
by SE/ASM/ZE/
Sales coordinator
Received PO through mail,
punched to Web Portal
Notification to Customer
SO creation
by THD and
sent to SAP
Tracking, Payment,
Invoice info from SAP
to portal
Auto-logging
of Installation
call on
machine delivery
2 more items...
Order Tracking
Send invoice
to warehouse
Billable Spare Parts
THD/SE to send
quotation to
Customer
If approval is pending, notify
More than 30 days
Director
More than 15days
ASM, THD, ZE
More than 20 days
AGM
If approved,
create SO by THD
SO sent
to SAP for invoice
Invoice from SAP
Dispatch from
Warehouse
1 more item...
AMC
Centralized-level
Create Annual
Annexure
Send to HO
for approval
Upload approved
scanned copy
on portal
Create Monthly / Quartely
Annexure
Send Annexure &
Service report to
Regional/Head office
Once approved,
create invoice
from SAP
Send invoice to
customer
(courier & email)
Payment received
Payment pending
(AMC due)
1 more item...
Send notification
Customer
OEMs
Monthly Annexure
generated automaically
along with service reports
Annexure verified by
escalation executive/
OEM spoc
Manager AMC to
forward annexure to
OEM
Once approved, annexure with
PO reference pushed to SAP
to create PI & Tax invoice
PI and tax invoice
pushed to portal
Branch-level
Create Perfoma Invoice 2
months before due date
Send copy to Customer
PI acknowledgement
mandatory
Once received acknowledgement,
upload copy to Portal
by SE
Payment followup
2 more items...
Acknowledgement
not received
1 more item...
Send notification
Customer - to pay
SE - to collect
Billable Visits
ASM/ZE will send
Quotation
If approved, log
billable visit call
Create SO
Attending the call
Submit Report on
Call Closure
1 more item...
Notify to SAP, ASM
for invoice
When SE accepts schedule
& punches in time
Notify THD to create SO immediately
Mandatory action taken by THD
to create SO
Mandatory action by accounts
to create tax invoice
1 more item...
Repair Charges
Quotation to Customer
If approved, THD to
create SO
Invoice from SAP
Visit Customer location
1 more item...
Inventory Management
(from SAP)
Machine List
Machine history
Spare planning (Scroll towards right)
Dissemination of spare parts
-from warehouse
List of spares requested by SE
Packaging list
from warehouse from SAP
Spare part Courier
acknowledged by SE
SE to categorize
Damaged
Not received
SE to add remarks
Good condition
Defective Collection
-Spare Parts from SE/ASM
to Warehouse
Packing list of spares
from SE
Remarks &
receivable status
Discrepancy list
from warehouse
to SE
If spares not received
Between 16 - 30 days
Notify SE, AGM & warehouse in-charge
Between 31 - 45 days
Notify SE, AGM, Director & warehouse in-charge
Between 1 - 15 days
Notify SE & warehouse in-charge
After 45 days
Benefit of doubt to SE
Product Planning (Scroll towards right)
Bin Handling (Scroll towards right)
Defective spares repair
(Scroll towards right)
Operations
BD/PM spares
THD to decide
billable status
Is Billable ?
Is machine
working?
No
Send quotation
to customer
On approval, generate SO
1 more item...
Yes
Close BD call
Log billable
spare call
1 more item...
No (Non-Billable) :green_cross:
Is machine
working?
No
SE Raises ITR :pen:
1 more item...
Yes
Close BD call
,& submit reports by SE
1 more item...
Conveyance
Actual
SE attends calls
out of cluster
SE to upload
supporting documents
for expenses
Courier vouchers
to HO
Alert SE for pending
physical vouchers
submission
Post 2 months, actual amount
will be forfeited
Review /approve
vouchers status
Process for payout
Fixed
Conveyance amount is
fixed for SE visit
Payment to be done for
1PM/BD visit per month
Payment will be done
on (T+2) days basis
Payment for Repeat/BD calls
will be made under
following conditions
New SE
BD with Spares
Repeat calls /
Chronic machine
Fixing conveyance of
new machine
ASM to define
fixed conveyance for
new machine
Approval from AGM,
management team
PM Calls
List of PM calls
to be received on 25th
of every month &
Check AMC status
Is approved?
If yes, log PM call
(last day of
every month)
Schedule PM call
automatically
SE vist
If completed?
2 more items...
If not, specify reason
BD Calls (Received
via Call/Email/
API/QR code/
Customer Portal)
Call logging
Repeat Calls
THD attending on telephone
If call not closed
Automatic Scheduling &
attending
Closure Report from app
THD to specify Reason
1 more item...
If call closed,
close call on
portal
BD-AMC
Assign to ASM
Take approval
from Customer
Approved for
scheduling
If not closed
1 more item...
BD-PM
Automatic
Scheduling &
attending
BD & PM call closed
Submit reports
Spare part requested
Close BD/PM calls
1 more item...
Senior Engg help
Second visit
BD
(AMC paid,
PM done)
THD attending on telephone
If call closed, close call on portal
BD-PM- AMC
Installation Calls
After Machine delivery,
automatic call logging
Automatic Call Scheduling &
Assigning SE
Call Completed
Upload Service Report
Inspection Calls
(IC)
Inspection Request
from Customer
Chargable IC
Log the call
Automatic scheduling
Location Visit
Create SO
1 more item...
Non-chargable IC
Log the call
Automatic scheduling
Location visit
Submit report & close call
On call/
Instant Call
Call logging
Assign to ZE
Send quotation to
customer for approval
Raise SO
SO sent to SAP
Schedule call
1 more item...
Invoice received
from SAP
1 more item...
Standby machine call
(approved by THD,MD)
Call logging
Call scheduling
SE visit
Install
standby machine
Defective original machine
sent to warehouse
Reports submitted,
Update transport docs
1 more item...
Standby BD call
Call logging
Notify THD,
warehouse, ASM
Call Schedule
SE Visit
Not resolved
Repair original machine ASAP
& send to customer
1 more item...
Send second standby
under MD's approval
1 more item...
Resolved and report submitted
Suspended
Machine Call
Call logging
Call schedule
SE/ASM Visit
Add remarks,
update status
Customer not using the machine
Customer willing to
buy new machine :check:
2 more items...
AMC from
current date
Director's approval
1 more item...
On call
No AMC but machines
are operating
1 more item...
Machine damaged
beyond repair
Terminate machine
on director's approval
1 more item...
Customer not satisfied
with services
AGM is assigned
1 more item...
Call rescheduling
Cancel current schedule
& specify reason
ASM to allot new date
MIF/ Cluster Creation
Created on the basis of
Distance
Between SE base location
to customer
Between one customer to
other customer
Transport
Available facilities
to reach customer
Receive issue via
mail,call
Raise ticket automatically
(manually, if from call)
Helpdesk
Spare part issue
Discuss with warehouse,
add remarks
Close ticket
Machine/ BD/PM/ Customer complaint
Call logging
Close ticket
Status update request
Verify & add remarks
Close ticket
High escalation calls
Assign to escalation
executive
Verify &
respond to customer
Add remarks
1 more item...
Invoice/ PI request
Assign to ZE
ZE to send PI to customer
Notify to SE, customer
1 more item...
Sales
Open lead
Close ticket
Close over phone
Close ticket
System is down
If it takes time, solve the query manually
Assign to related
dept. & close
Revive in TAT, call customer back
& raise the ticket
Assign & close ticket
OEM spare
support
Spares required
SE to consult with
Kuster THD & OEM THD
SE to raise spare
requested document
as per THD advise
Approval & remarks
by Kuster THD
Kuster THD to add
docket details of
dispatched spares
Post spares delivery
SE to visit customer
1 more item...
Machine Inspection
Call (Machine Audit Visits)
Call scheduled randomly
based on
priority
(as per list)
Assigned to ASM
ASM to
visit customer
Close call & upload
service reports
Penalty
Customer/SLA
wise penalty
fed into portal
Categorize into
high & low
priorities
System to calculate
penalties
If SLA is not met,
system to proactively alert
SE,ASM,ZE, AGM
THD to justify the reason
for SLA not met
Call scheduling
Calls Scheduled
based on factors
Freelancer Engg availability
Priority of customer
MIF & cluster of engineer
Branch timing
Scheduled Calls
to be geo-tagged
Human
Resources
Recruitment of
Prospect employees
Upload Questionare
Online Test Conduct
Instant Result
Notification to THD
& Prospect
Online Interview (Technical
& HR)
Despatch offer letter via
mail
1 more item...
Vacancy Management
Performance dashboard
& ratings
From system
From THD
From customer
Bad rating
Notify SE
Behaviour issue
Allot session with
ASM, AGM
Technical issue
Allot training
Good rating
Recommend incentive
From ASM
Attendance
Leave applications list
Approve
Reject
Leave without pay
Auto email to SE
& reporting managers
Alert HR & AGM if
absentism > 2 days
Attendance list
Calender
Show regional holidays &
attendance status
Training
For Kusters
ASM/THD to nominate SE names for training
THD to plan &
set the training
in consultation with AGM
& director
Training details
stored on portal
Feedback
SE for training
Trainer for SE
For OEM
Training Materials
(TBR)
Salary
Variable Pay
Calculated based on
various factors
Will be deducted
for non-performance
Disbursed modes
Monthly
(paid to SE)
List of variable pay
Approved by Director
& MD with remarks
Sent to SAP for
payment
Quarterly
(Paid to reporting
managers)
Fixed
Employee
wise P&L
Details received from SAP
& reflected on portal
Messaging based
on various events
Exit process
Once confirmed resignation
received, freeze
dispatching of spares
& account
HR to change status of
employee as resigned
on notice period
Reminder to HR,
warehouse, & reporting managers
to clear spares
from employees account
HR to create No Dues
form, to be filled by
concerned authorities
HR to prepare F&F
settlement & take digital
signatures from authorities
HR to email F&F
to ex-employee
post signatures
1 more item...
F&F Analytics
with aging & bucket
Incentives
To be given as per
policy
Service Reports
Submission
Hard Copy
Hard copies list
received at HO
If not received/ received partially,
notify SE/ASM/ZE/AGM
Scanned hard copy
upload
If incomplete/unclear, re-upload notification
to SE
Received digital
report from app
Reports &
Mandatory alerts
Refer BRD (Section 19)
T&Cs, Law &Policies,
About IMU
Customer Portal
Profile
Customer details
Branch list
Machine list &
Machine details
Change password
Equipment Card details
Machine History
Status on Service Calls
AMC status &
AMC Contract
Product
catalog
Request for Quotations
Contact Us/Raise Complaints
/Ticket
Feedback / Star rating
Machines/
OEM Machines
List of machines with
with customer ratings to
ASM, THD, ZE, AGM, Director
SE
Feedback comparisons, if ratings
are improved or not
List & analytics of SE with
customer ratings to
ASM, THD, ZE, AGM, Director
Service Reports
Invoice & performa invoice
Notifications
Order tracking
Public dynamic link
Internal Tickets
Mention concerned authority name
like ASM, ZE, AGM, Director, HR, THD
(to be seen in hierarchical manner)
Describe problem type
Submit & issue a ticket number
Resolution feedback
after issue is resolved
Internal Task
Management
List of open tasks
Assign tasks to
authorities (ASM, ZE,
Sales Manager, AGM, RSM)
Assign deadline &
priority
Status update
( open,close and in-process)
& remarks
Rate authority on completion
If not completed by concerned,
reassign task
Alerts
Pending tasks
Emergency meeting
Task analytics
Schedule internal meetings
View Vacancy and Apply
Select Employment type (SE-Regular/Freelancer,
Service Coordinator, Sales Executive)
Fill form
Once shortlisted,
Technical Test
Technical Interview
HR Interview
Receive Offer letter
Received Username
& Password via mail
after onboarding
Notification to HR/THD
Notification to Prospect
SAP
Inventory Master
Machine Creation
Finance
Service Calls
Freelancer
Calls assigned
under certain
conditions
Deadlines not met
for new projects
SE is on-leave
In vacant region, where SE resigned
PM assigned
to freelancer
by system
FSE to Attend call
Upload service reports,
dispatch hard copy to HO, bills &
close call
ASM to approve
the call status
Release payments
(Follow fixed/actual
conveyance
process)
Payment details
(Transaction date, bank details)
Machine specific unskilled SE
Emergency BD call
ASM to assign
Call allocated
under two categories
Minimum fixed calls
per month & then ad-hoc call
Only Ad-hoc
Portal
Calls
Payments
Product Planning
Monitoring machine availability
based on statuses
Notify warehouse incharge
& AGM sales in case of stock
deficiency
Bin handling
Types of bin
Fresh
Transfers from Pollachi
to ASM/SE warehouse
Transfer from ASM
to SE warehouse
Delivery from ASM/SE
to customer
Transfer from fresh bin of
ASM/SE to other ASM/SE
Used
Defective return from Customer
to ASM/SE warehouse
Transfer from used bin of ASM/SE
to other ASM/SE
ASM, SE to have a warehouse
by their names and ECN
Defective
spares repair
Defective spares received
by central warehouse
from SE
Register details in SAP
through GRN for
repair warehouse
Transfer to central warehouse
once repaired
Analytics of repaired spares
(category-wise)
Escalation Flow
Due Date
Breached
Auto Escalation
Reporting Manager
Resolved?
Yes
close/RCA
No
Notification and Alerts
SetUp Notifications
Track Notifications and Alerts
In App Notifications
Emails
SMS
Employee
Portal
Follow BRD features at the
time of development
Log Ad-HOC PM
Call
SE/ASM to request MIS
executive for call logging
MIS executive to
take approval of AGM
& director
Once approved,
log call, generate call ID
Call attend
Call close