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Powered By. Ticketing Process- ITR.

IMile currently does not have a detailed process mechanism which addresses and provides detailed process workflow w.r.t to day-to-day issues arising from our Business Clients (Merchants or Enterprise) or End-user customers. The scope of ITR Process involves all day-to-day issues and concerns to be reported through a single platform which can be viewed at one place. This will enhance the scope to monitor issues which are concerning and keep the departments operational ready to resolve the same. To make the departments operational ready to improve the customer experience, this Issue to Resolution SOP will support the teams not only to report out concerns but provide end to end resolution to the customers within the specified timelines..

1 hour Issues Receiving Stage 24N48 hours Tickets handling Stage Original I ssue Accepte Ticket Ha ndler Ticket Escalation Handler Responsibility Adjudicator Role 2 Validate Issues 3 Create Ticket 24N48 hours Tickets Not Overti 8 Escalate to Handle 24 hours Timeline Tickets Adjudication & Closing Stage 1.1 Start 1.1 CS Receiving Issues IPCC platform or over call Receiving Issues by other Channels CRM/TMS/OMS 4 Receive and Judge Tickets 5 Invalid Cancel Ticket valid 6 7 Judge if Handle Ticket Overtirne Ove •me 9 Validate i Issues Solved? 10 Determine Responsibility End 11 Close Ticket.

A screenshot of a computer Description automatically generated.

Work Order- This provides the access to create tickets for all the ticket types, Click on Create work order and based on the client issue..

Accept- Once the ticket is created it flows under my Accept tab, the respective handler has below 2 options: Appoint member Accept tickets Appoint member : If the handler is not responsible to work on the ticket he can click on appoint member Accepted tickets: If the handler is responsible to work on the ticket he clicks on accepted tickets.

TO BE PROCESSED. To be processed- The handler is required to take the required action on the ticket on this stage Forward Ticket : If the handler is not responsible to work on the ticket he can click on forward ticket to next working group Appoint member: If the handler needs a certain POC to handle, he can appoint POC Reply only: If the handler wants to provide follow up on the ticket he can click on reply only Processing Complete: Once the all details are provided on the ticket and action is taken the handler can click on process complete.

Ticket type and process. Channel Ticket Category Ticket type SLA Creator Handle Upgrade Judgement End Punishment AWB AWB issue Hub transfer delay 24h OPS OPS CS Complaint CS Complaint Wrong Reason Code Updated 24h POD Issue 2day Scheduled not dispatched 24h Delivered at Wrong Address 24h DA- Complaint 3day DA - Overcharged 3day POS Machine issue 24h Hub / WH Unprofessional Behaviour 24h Wrong allocation/delivery/pick up 24h Lost 7day Damaged 3day Request Requset （stop delivery，delivery again，change label，urgent delivery,appointment，Unpack and check，Warehouse Pick Up , Same day delivery） 24h OPS No waybill CS CS Unprofessional Behaviour 24h CS CS leader CS CS System issue Wrong Area Code 2day IT support IT leader IT support APP issue 2day POS issue 2day Client/CS/AM/Sales System requirement 2day channel：oms、crm、 Finance issue Billing problem（wrong、timeout） 2day CS、TMS、OPS AM Amleader AM Remittance problem（wrong、timeout） 2day Service support Deliveried%（not up to standard） 2day BE Belearder BE Timeliness (landing - customs clearance, customs clearance completed -DC collection, DC collection -DS delivery) 2day Delivery capacity (increase coverage, transport capacity reserve resources) 2day AM/ sales related problems (need to designate the relevant person to call back, complain about the relevant person's service problems) 2day Business cooperation New business needs (new customer needs, old customer needs) 24h Sales Sales leader Sales Project Solution 24h Project Pricing 24h Inquiry 24h Inquiry Inquiry Inquire driver telephone 24h CS CS Modify Address / Phone Number 24h OPS OPS Cancel 24h COD Descripency 24h CS Confirm Delivery time 24h General Inquiry 24h Invoice 24h Sales Inquiry 24h Scheduling 24h OPS OPS.

Currently all departments- Customer Service, Account Management, Sales Team and Operations team can create tickets only to O p s team for all AWB issues All the POC’s have been assigned as per the HUB’s Tickets can be created for multiple regions All the tickets which are over SLA will be esc al ated automatically to HUB Leader Only AWB tickets are routed to the Judger for judgement Next steps- Version 2: Ticket system will be created for NON AWB issues We will simplify the process where the tickets can be locked to multiple departments later.

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