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Simplified Installation Journey. Logo, company name Description automatically generated.

[Audio] What is SRP/ERP SRP Sales Related Issue SRP is basically a task cancellation process, in which if any customer denied for installation, then engineer should have to select appropriate reason(Such as Customer not interested, Permission issue, et cetera) and parked order to cancellation bin. ERP Element Related Issue E-R-P is also a task cancellation process, in which if any network related issue found during installation Such as NE Choked, Low power , Wiring issue et cetera then engineer parked order in E-R-P bin..

[Audio] Challenges in Current Flow Manually Order Tracking No K-C-I to customer Delay In Installation Impacts customer’s experience.

[Audio] Existing Vs New SRP/ERP Flow Existing Flow New Flow Case are manually handled No Define T-A-T Manual follow ups XFE & Engineer No Kci Manual Cancellation Manual Refund Auto call to Action Define T-A-T (~24hrs to 72hrs) Slot and Track Order at Work App KCI at each stage Hierarchy based escalation after defined threshold Auto Order Cancellation Auto Refund.

Summary of the flow. Order punched in e-CAF Network Issue Engineer visits for Installation & identifies gaps Customer Dependency NE Choked Cable Fault No Network Pre-Booking Excess Distance Auto Task Movement to Relevant Resolver Team i.e. GIS / Finance Team / Planning / Deployment / LCO Partner / O&M Team/Pugg@!UpeDesk Wiring Route Change In Request Not-interested Permission Issue Internal Wiring.

[Audio] Not Interested Engineer to close task in “Not Interested” Auto task move to D2C TSM bin. TAT 48 hrs. TSM to call customer from AW No action taken by T-S-M in 48 hrs. then escalation notification will go to AM Customer Agree Customer Disagree TSM take new appointment slot K-C-I to customer with appointment details and reschedule link. Task move to Install Bin Order move to Auto Cancellation in HB & auto refund. K-C-I to customer.

[Audio] Not Interested Customer Agree TSM take new appointment slot K-C-I to customer with appointment details and reschedule link. Appointment selection to be part of journey Task movement to install engineer with new appointment slot Customer Disagree Order move to Auto Cancellation in HB & auto refund. K-C-I to customer No Call Back received in 8 hours – Order auto Cancellation in HB & auto refund. K-C-I to customer.

[Audio] Permission Issue/ RWA/ Route Task approved by HDO TL. Task starts reflecting in out calling bin. SLA 48 hrs. Only after answered call, agent shall be allowed to close the task Engineer to close task in “Permission Issue/ RWA/ Route” Task move to TL bin for field survey . TAT 24 hrs. No Issue Found Issue Resolved Fault cannot be fixed Customer Not Contactable Agent to confirm & select new appointment slot and close the task. Task move to install bin Agent to confirm & select new appointment slot. Task move to install bin Team to update remarks and close the task in AW. Auto cancel order in HB, Auto refund, K-C-I to customer KCI trigger to customer with reschedule link. No new appointment slot selected by customer order get cancelled after 24 hrs..

[Audio] Internal Wiring Issue Task approved by TL. After 24hrs, task starts reflecting in out calling bin. SLA 48hrs Engineer to close task in “Internal Wiring Issue” Auto task move to TM for field survey and validation, TAT 24 hrs. No Issue Found Issue Resolved Fault cannot be fixed Customer Not Contactable Team to update remarks and close the task in AW. Auto cancel order in HB, Auto refund, K-C-I to customer.

[Audio] Change in Request Engineer to close task in “Change in Request ” Engineer can select either “Technology Change” or “Address Change” Note In case of complete address change, outcalling desk to reject the task. Auto cancel order & refund, K-C-I to customer Task move to out calling desk SLA 48 hrs Out calling desk to make necessary changes in HB and close the task in AW.

[Audio] G-I-S Stuck / Rollback Engineer to close task in “GIS Stuck / Rollback” with appropriate Sub reason Auto task move to G-I-S for validation. SLA 30min Feasible No Network Area GIS to update correct RSU / NE in IM / OM. G-I-S team to close the task in AW with correct NE details. Task moves to install with dynamic slot. GIS to close task in AW as “No Network area”. Task auto moves to planning team for field survey, SLA 24 hrs. Feasible Not Feasible Planning team to close the task as feasible & updating correct RSU / NE details while closing the task in AW. Task Move to G-I-S Planning to close the task as not feasible, order auto cancel in HB, Auto refund, K-C-I to customer.

[Audio] NE choked Engineer to close task in “Splitter addition required” Case to remain in engineer bin for 48 hrs. within which installation needs to be completed. KCI to customer. Engineer need to install the new Splitter and close Order in AW.

[Audio] Engineer to close task in “FAT Box addition Required” with appropriate Sub reason Task movement to planning bin for field survey. SLA 24 hrs. Need to check whether finance approval is required or not Augmentation Possible Yes No Finance Approval Required SLA 48 hrs. Order auto cancel in HB Auto refund. K-C-I to customer Approval Not Done Approval Done After deployment activity done task move to G-I-S to update NE details in IM /OM G-I-S team to close the task in AW with correct RSU/NE details. Task moves to install with dynamic slot. Task move to next level for validation. Planning team will issue work order for augmentation (as per current process ) – SLA 24 hrs. Task movement to Deployment. SLA 72 hrs..

[Audio] NE/ Cable Fault/ Low Power Engineer to check the issue on field. Engineer to close the task by selecting the relevant reason Task Move to (O&M) Team Overhead Cable Faulty Underground Cable Faulty FAT Low Power Issue Overhead restoration. SLA 24 hrs. Task moves to H-D-O for installation, K-C-I to customer Fault cannot be fixed FAT power restoration. SLA 24 hrs. Task moves to H-D-O for installation, K-C-I to customer Underground restoration. SLA 72 hrs. Task moves to H-D-O for installation, K-C-I to customer Team to update remarks and close the task in AW. Auto cancel order in HB, Auto refund, K-C-I to customer.

[Audio] No Network / Non Wired (Non RFS) Engineer to close task in “No Network / Non Wired (Non RFS) ” with appropriate Sub reason Auto task move to G-I-S for validation. SLA 30min Feasible No Network Area GIS to update correct RSU / NE. G-I-S team to close the task in AW with correct RSU/NE details. Task moves to install with dynamic slot. GIS to close task in AW as “No Network area”. Task auto moves to planning team for field survey, SLA 24 hrs. Feasible Feasible Not Feasible Planning team to close the task as feasible & updating correct RSU / NE details while closing the task in AW. Task Move to G-I-S Planning to close the task as not feasible, order auto cancel in HB, Auto refund, K-C-I to customer.

[Audio] R-F-S Pending (Pre booking) Engineer to close task in “RFS Pending (Pre booking)” with appropriate Sub reason Auto task move to G-I-S team for validation TAT 24 hrs. RFS Not Done RFS Done GIS to update correct RSU/NE, task Move to install bin Task movement to Deployment bin SLA 24 hrs. If provided R-F-S date is <7 Days 24hrs before the R-F-S date task will open in deployment bin and below action window will open – SLA 2 days Deployment team to close the task as location live & update correct NE lat long (auto fetch) & NE address. Task moves to G-I-S to update NE details in IM /OM, G-I-S to close the task in AW with correct NE details, SLA 30 minutes.

[Audio] Excess Distance Engineer to close task in “Excess Distance” with appropriate Sub reason Auto task move to TM for field survey and validation TAT 24 hrs. <180 mtrs (100 meters OTB & 80 meters Drop Fiber) – Feasible >180 mtrs – Not Feasible Auto cancel order in HB. Auto refund. K-C-I to customer. Send input to market planning team TL to allocate the case to engineer Install O-T-B Nearby NE Task Move to install. K-C-I to customer (dynamic slot).

[Audio] Wiring Route Not Feasible Engineer to close task in “Wiring route not visible” with appropriate Sub reason Not Feasible Feasible Auto cancel order in HB, Auto refund, K-C-I to customer Task movement to engineer bin for installation.

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[Audio] Thank You. Thank You.