Flipkart Private Labels Flow for F1- Jeeves ( Phase 1 walk in product Validation Scope only) The process

The process chart has been designed keeping in the product check
for validation warranty in scope .
Version 3 ::Dt 28th Dec’17 The following are some of the important points that have been
detailed further for better understanding of the process :-

1.Serviceability check will be done during call registration on F1

Customer

Custome needs
Query related to case already
Check F1 Smart /
Update customer on Close Status related
Smart. In case there is no serviceability , call will not be registered
to avail warranty N Y Flipkart CRM on the in F1 Smart. Call mechanism for nearest walkin service center
attended to by SVC the status query
claim current status needs to be done manually in that case. F1 can share the master
service list.
N
Jeeves Query handling process 2.Once customer visits the service center, there can be 4 possible
Y for smartbuy outcomes :-
A) Warranty Rejection
B)Soft Repair( Non Part use repair)
F1 Onsite call C)Replacement suggestion within Warranty
Customer calls to Jeeves Jeeves Team registers call
Tech support Process for D) Validation Done but NTF. It can be treated for warranty
customer care mentioned Valid warr Y N Walk in cat N in to F1 Smart to Repairs Y
resolve Defective validation rejection based on category confirmation
on Jeeves respective SVC
Phase 2
Jeeves

F1 has corresponding status available for the above scenarios.

N Y N Once the status is updated and the job sheet is closed. F1 will not
Log F1 Smart temp ticket be updating any status post that. Correspondingly , there is no
Close Y F1 Onsite call process for replacement rejection option that can be updated by Flipkart CS
Intimation to customer repairs Phase 4
on contact details and against a Replacement status in F1.
address
Once the call status is updated same views will be available for
Jeeves facing and Flipkart CS facing view of F1 smart.

3.Both Jeeves Team and Flipkart CS will have access to F1 Smart.

Jeeves team for call registration and status check for a call.,
Capture evidence & Service close Flipkart CS for taking action on Replacement suggested calls.
Customer will bring F1 Smart Jobsheet Def Validation
Repairs requiring VMI and Warr NTF repairs indicating the case mandates
the product to the N booking for Y N criteria Y 4. Corresponding reports can be shared by F1 status on status of
spares validity successful replacement by FK.
Service Center Defective validation Passed By F1
(return customer unit) calls updates through automated mailer on status updated in F1.
F1

N Y
Y Capture evidence & Service cancel
5.For intermittent status updates to customer , Jeeves to first check
VMI/Warr fail close/ Close as NTF (no replacement in F1 team and update the customer. In case of replacement status
N indicating case reject (return customer
Walk in Repair return unit to customer required) return customer unit updates, same to be checked with Flipkart CS team
unit)
process Phase 2
6.Replacement validation documents like invoice copy updated in
the system, and system updation on inspection done will be
shared by F1 team and can be viewed against the service Id in F1
Flipkart Team

login for FK CS/Jeeves CS.

Same can be replicated in reporting if the need be
FK CS team will be provided F1 smart login to fetch the report
with all possible outcomes. FK to process replacement cases
based on f1 defective validation
Other important points to be noted : -
1. Since the final actionable details with respect to replacements
will be available with Flipkart CS, it is advised that Flipkart CS works
on the final reporting piece.
Verticals wise Status on qualification for GO/NO GO :- 2. Happy calling post script finalisation can be done by F1 team
and shared with category and Flipkart CS for consolidated
1.NO GO - reporting.
Bulb,Selfie Sticks,Landline, 3.Ability to reject a replacement proposal will not be available as
F1 will be closing a service request. FK CS can take a call on
rejecting a replacement rejection based on its prerogative.
2. Pilot : Smartwatches
4.F1 team will need samples to rubber stamp on the final validity
to start the operations.
3,Phase 1 :Laptop Speaker,BT Speaker,2.1 Speaker,Wireless 5. PL team will need to work with F1 team on the checks and
mouse,Wireless Keyoboard,Wired Mouse,Router,Premium Headphones validation that will be needed to put in place.
Dates to be decided post discussion with PL Team 6.SMS will be shared with address details of F1 service center at
F1 would prefer to take this up for walk ins at its OWN walkin service3 the time of call registration.
center. Further communication post validation needs to be confirmed by
category so as to have clear communications between
customer,jeeves and FK.
4.Phase 2
Soundbars and Home theaters ( May and Beyond). Flow is subject to
change based on onsite requirements.

F1 team would like to go ahead with the above plan with F1 OWN
service centers for walk in and then expanding to other non exclusive
service centers thereafter.
Flipkart Private Labels Flow for F1- Jeeves ( Phase 1 walk in product Validation Scope only)
Version 3 ::Dt 28th Dec’17
Customer

Custome needs Check F1 Smart /

Query related to case already Update customer on Close Status related
to avail warranty N Y Flipkart CRM on the
attended to by SVC the status query
claim current status

N
Jeeves Query handling process
Y for smartbuy

F1 Onsite call
Customer calls to Jeeves Jeeves Team registers call
Tech support Process for
customer care mentioned Valid warr Y N Walk in cat N in to F1 Smart to Repairs Y
resolve Defective validation
on Jeeves respective SVC
Phase 2
Jeeves

N Y N

Log F1 Smart temp ticket F1 Onsite call process for

Close Y
Intimation to customer repairs Phase 4
on contact details and
address

Capture evidence & Service close

Customer will bring F1 Smart Jobsheet Def Validation
Repairs requiring VMI and Warr NTF repairs indicating the case mandates
the product to the N booking for Y N criteria Y
spares validity successful replacement by FK.
Service Center Defective validation Passed By F1
(return customer unit)
F1

N Y
Y Capture evidence & Service cancel
VMI/Warr fail close/ Close as NTF (no replacement
N indicating case reject (return customer
Walk in Repair return unit to customer required) return customer unit
unit)
process Phase 2
Flipkart Team

FK CS team will be provided F1 smart login to fetch the report

with all possible outcomes. FK to process replacement cases
based on f1 defective validation