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Spares HelpdeskPCBU – Customer Support

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Spares Helpdesk

• A dedicated real time communication line for registration, tracking & resolution of all the issues pertaining to spare parts supply from TML to dealers

• To improve spare parts operations at the dealers as this has a significant impact on CSI

• Reduce the cycle time of resolution of complaints by tracking & monitoring mechanism of the complaint module

• Analyze the trends, root causes of different types of complaints for reducing the same in future

• Receipt of feedback in a structured manner covering all the important areas of the spare parts operations.

Aim of Spares Helpdesk

DPM login >> Site Map >> Complaints >> Complaint details >> Primary Complaint area >> Spares Helpdesk

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Problem areas covered by Spares HelpdeskPrimary Complaint area Sub area Problem area

Spares Helpdesk

Sales

Casual Order Part in BO more than 30 days

VOR Part in BO for more than 7 Days

Poor Service Levels for Casual Orders

Poor Service Levels for Fixed orders

Part Supply C-7 Case

Delay in CF Process

Delay in incentive credits

Warehouse

Wrong Supply

Excess/Short supply

Mismatch in sizes of part & packing

Delay in TML Warehouse claim settlement

Logistics

Part/Packaing damages

Part Delayed Supply

Part Unloading at dealer point

Delay in Tata AIG Claim Settlement

EPCPart No not appearing in EPC

Delayed response to Part No Query

System

Not able to register the part in CRM DMS

CRM_DMS related issues

VCM related Issues

Web EPC Related Issues

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Process Flow

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Where can I find Spares Helpdesk ?

• DPM login >> Site Map >> Complaints >> Complaint details >> Primary Complaint area

How will Spares Helpdesk benefit channel partners ?

• A dedicated real time communication line has been established for registration, tracking & resolution of all the issues pertaining to spare parts supply from TML to dealers

Dealer / Distributor / Tasc can register a complaint and note the complaint no.

Tata Motors SPD will initiate actions and help resolve the complaints

Dealer can query with the Complaint number and check status of complaint at any time.

This will help in faster resolution of complaints

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• Registering a complaint

• Interim communication features : Updates & Attachments

For Dealer Spare Parts Managers

• Tracking a registered complaint

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Step1 - Login through Spare Parts Manager (DPM) userid.

Step2 – Click on ‘Complaints’

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Step3 – Click on ‘Complaints’ again

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Step4 – Click on ‘Complaint details’

This will take us from List view to Form view. The form view is a convenient feature for entering a complaint

The current view (list view) is a feature to download complaints to excel sheet for analysis

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Step 5 – Click on ‘New’ to enter a new complaint

A new complaint ref no, UserID, Opened date time, Handling dealer gets automatically generated

Step 6 – Select ‘Spares Helpdesk’ for all cases

Step 7 – Select the related ‘Sub Area’

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Step 8 – Select the related ‘Problem Area’

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Step 9 - Click here to enter the complaint details. Do not forget to enter your contacts details in the same area

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Step 10 – Select ‘Waiting for technical advice’ in sub status for all cases

Step 11 – Save the Complaint by pressing ‘Ctrl + S’

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For VOR cases ensure Chassis no of concerned vehicle is selected

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On selecting Chassis No all other details of vehicle and customer get displayed automatically

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Updates & Attachments

Updates : A provision in this module to allow continued communication between TML SPD and Channel partner on an Open complaint.

It is like continued exchange of emails to understand / clarify issues.

Attachments : DPM can attach Pictures, emails, scanned copy of documents related to the complaint

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Enter details here…….. I

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Tracking Complaints

• Through Complaint Number

• Through Pre Defined Query

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• Querying for Open Cases

• Steps for Closing a Complaint after resolution

For TML Spare Parts Department

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Respective SPD teams can look into only their concerned areas OR all cases

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Step 1 : Enter the action taken

Step 2 : Enter the resolution comments

Step 3 : Change status to Closure letter sent

Step 4 : Change status to closed

Steps for Closing a Complaint after resolution

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Thank you