Delta Service Network and Circle Wise
Escalation Matrix
TPS｜Customer Support
Delta India Service Presence
Telecom
MCIS Remark
Delta Care Center
(DCC) 24x7 Unified Call Center
Tech
support-Online
Advance Tech support
Field 850+ FSE’s
Service Enablers
Service Engrs.
Warehouses 53# Component WH
ISO Certified Own TRC Center at
Repair Center
RDP Plant
Digital Service Management
Delta Confidential 2
Centralized 24/7 Service Helpdesk
•24x7 to receive, provide advanced remote technical support & issue
complaint number
•Toll free for the customer calling from across the country from
Wire-line, GSM, CDMA any operator
•IVR system shall rout the customer complaint to the desired agent
with all conversation recording system.
• Multilingual- Technical support language in English, Hindi, Marathi, Tamil, Telugu.
• Voice call or Video call (If required) Remote Technical Support by Product Expert
• Multi Product- Customer can select different product lines through the IVR system
i.e. Telecom Power System, UPS, Solar System etc.
•Immediate SMS sent to the site technician on every status change like complaint logged with
complaint number, complaint allocated with engineer name & complaint status
• Providing periodic summery and details reports on open complaints status
Delta Confidential
Call Logging Process
Customer Site Engineer Service Helpdesk • Service entitlement verification on CRM
- Observe/ analyze the problem • CRM Complaint number issued
- Log Comt at Delta Helpdesk
18002663300 • Telephonic Support by Product Expert
- Delta Product Sr. No. Mandatory 18001036333 • if required Video call support also
•Telephonic Support Objective
Level-1 Support • Fix the System Problem if possible
• Make System partially functional
• Minimize any possible System Outage
On-Site Support • Estimate any operational risk
• List the probable faulty parts
• Share any Repair Estimate in case O/W
• Plan for Delta engineer site visit
• Ensure System repair in single visit
Resolved in
NO Telephonic
support
• Site visit by Delta engineer
• Resolve System problem
YES
• Replace faulty Parts Leve-1 O&M Team Scope
• Root Cause Analysis
• Attending any System Fault/Alarm at Site
• Preventive measure
• Call Delta Helpdesk to seek extended support
• Complaint status update
• Periodic System Preventive Maintenance
• Customer Training
• Replacement of Rectifier Modules at Site
• Faulty Rectifier Module send to Delta Repair
Center for Repair & Return
Complaint Closed. Customer Feedback • Provide site access for Delta On-Site support
visits.
Delta Confidential
Repair & Return Process
Customer Send the faulty modules, fan tray, invertor with
proper packing with advance RMA to Delta L3 Repair
Centre at Rudrapur Modules must have Site Id, Failure
date & System Sr. No.
R&R Manager
Pavit Yadav
+91 7840038333
[email protected]
Module Received at Repair Centre
Physical Screening
Communicate sender if any transit damage observed
As per Advance RMA No. Issued to
Repair the faulty module
Complete testing performed post repair
Packaging and Return to customer
Delta Confidential
Service Escalation Matrix
Any Service Complaint not closed within the Standard TAT should be escalated as per the following
Escalation Level-1 Escalation Level-2 Escalation Level-3 Escalation Level-4
Base
Circle Circle Head Contact No Email ID KAM BSNL Service Delivery National Service
Location Regional Service Manager
Services Head Head
Punjab ,Himachal Chandigarh Vishal Gupta 9988274517 [email protected]
Mr. Kiran Kumar
Haryana Gurgaon Ajay Kumar 7008499822
[email protected] +91 9899059277
J&K Jammu Sunil Pandita 9797425514
[email protected] [email protected] Delhi/NCR Delhi/Gurgaon Ankit Shukla 8800694557 V-ankit
[email protected] [email protected]
9706603553/ Mr. Sudhir Chaturvedi
North East/ Mostafa Haq / Sanjib [email protected]
Guwahati 8011017351 +91 9769694944
[email protected]
Assam Choudhary / [email protected]
[email protected]
[email protected]
Mr. Mathew K Parathanam
Gurusharan Mr.Anoop Mishra
UP West , Uttrakhand Meerut 9557098887 [email protected]
Srivastava +91 9838202645
Mr. Mohammad Ali
UP East Lucknow Amar Gautam 9838277356
[email protected] [email protected] Mr. Shankar Kapil
+91 9899706268
+91 9899706267
Satya Narayana
+919892009297
Jharkhand Ranchi 9934300482 [email protected]
Prasad
Bihar Patna Anil Kumar Singh 9934319329 [email protected]
Mr. Amit Pandey
Ratnakar Nayak 9938099148 [email protected] +91 9903179789
Orissa Bhubaneswar
[email protected]
Priyadarshan Sahoo 9937299023 [email protected]
Kolkata/ROB Kolkata Sudhimanta Mishra 7608000249 [email protected]
Karnataka Bangalore Aditya Kumar 9759660602
[email protected] Kerala Cochin Bijoy Prakash 9846066170
[email protected] Mr.Martin Rozorio
Andhra Pradesh Telangna Hyderabad Ravi Shankar 9866518827
[email protected] +91 9786722955
[email protected] Chennai+ ROTN (Tamilnadu) Chennai K.Janardhan 9080120684
[email protected] Gujarat Ahmedabad Ravindra Shah 9924449765
[email protected] Pune Ranjit Kumar 8007870044
[email protected] Mr.Sharad Shimpi
MH & Goa
Nagpur Dillip Ahirwal 9860847043
[email protected] +91 9699032003
[email protected] Mumbai Mumbai Shridhar Gowda 9987199984
[email protected] Chhattisgarh Raipur Priyanshu Gupta 8966000457 [email protected] Mr.Mahaveer Singh,
+91 9540702233
Madhya Pradesh Bhopal Gaurav Narware 7024142722
[email protected] [email protected]6 Rajasthan Jaipur Shivom Mishra 9999048059
[email protected] Smarter. Greener. Together
