Account Related: Not Getting any Email/SMS from Ola

Voice/Email Team:

• Verify the email address / Phone number using CRM under Profile Page.

Case 1: Customer Details - Correct / Matching

1. Inform to check Spam, Promotions, Junk, Archive & Delete Folders
2. Check if the Mobile Number is Active & Receives other SMS
3. Raise a Ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

Case 2: Customer Details - In Correct / Not Matching

1. Guide – How to Change Mobile Number – Dispose the call (How to Dispose?)
2. Email Typo Error – Raise a Ticket – Request > Updating Account Details > Updating Email ID – Inform TAT “Within 48 hours” (How to Raise a Ticket?)
3. Complete Email Address Change – Apologize – Educate it’s not possible as per Ola policy

Email Team: 

1. Follow the steps as mentioned above
2. Submit the ticket as the “I am Solving this ticket” or “I need to Escalate this Ticket” and send an acknowledgement email to the customer.  (How to Solve/Escalate the Ticket)

Tech Team (only when ticket is escalated):

1. Verify issue as in the ticket.
2. Create a JIRA ticket to Tech Team with full details of the issue.
3. Follow up with tech and monitor the closure of the issue.
4. Once the issue is solved, submit the ticket using the macro I am solving this ticket with the details of the resolution. (How to Solve/Escalate the Ticket)

Disposition: Complaint > Account Issue > Not Getting any Email/SMS from Ola (How to Dispose?)