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Enterprise Customer Service Plan: 1. Problem Management

The document outlines Reliance Communications' enterprise customer service plan, including three main ways for customers to book and track service requests: 1) Online booking and updates through the customer network management portal, 2) Email and SMS updates and requests, and 3) Calling a toll-free phone number. It also details proactive status updates, escalation procedures, and the portal's features for viewing performance reports, opening change and termination requests, and more.

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Chata Kundi
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1K views4 pages

Enterprise Customer Service Plan: 1. Problem Management

The document outlines Reliance Communications' enterprise customer service plan, including three main ways for customers to book and track service requests: 1) Online booking and updates through the customer network management portal, 2) Email and SMS updates and requests, and 3) Calling a toll-free phone number. It also details proactive status updates, escalation procedures, and the portal's features for viewing performance reports, opening change and termination requests, and more.

Uploaded by

Chata Kundi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Enterprise Customer Service Plan

New easy-to-access fault booking systems and processes for timely & quality updates

1. Problem Management
1.1. Service-request (fault) Booking
a. Book service-request online (web)
You can book service-requests online and get regular updates on them at:
URL:http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp
b. Service-request booking through email
You can email us at [email protected]
(Please include issue description, circuit IDs & contact details)
c. Service request booking through contact center
You can also reach us at 1800-3000-8383 (toll free) or 022-3033-8383.
You would require Service Order no. for all affected circuits at the time of booking service-request.

1.2. Service-request (fault) Updates


a. Proactive SMS & Email Updates Dashboard
A special system capability will keep you updated on the fault resolution status through SMS and
email. In addition to updates on individual service requests, you can now have a comprehensive
view of all service requests open at a point in time.
Please ensure registration of your contact details i.e. mobile number and email id(s) on CNM portal.
Alternatively, Customer Service Manager can help you in registering your contact details.

b. On Demand SMS & Email Updates


You can get latest updates on your service-requests or escalate an issue by sending a SMS to
09323023030 or email to [email protected]
The NOC fault resolution team will attend to the issue and will provide latest update on your fault
ticket. Kindly ensure that you mention your service request-number in the SMS / email.
c. Centralized RFO unit
A dedicated team operating 24 X7 has been set up to send out a Reason for Outage (RFO) report
to you, within 24 hours of fault closure.

Escalation Matrix for Fault Management.


(KN, KL, TN, AP, MP, CG, JH, BH, OR, WB, NE)
High Bandwidth Data and PRI services
Level 1

Technical Helpdesk-Executive (24 X 7)


Tel: 1800 3000 8383 (toll free) / 022-3033 8383

Level 2

Technical Helpdesk-Lead (24 X 7)


[email protected] Tel:022-30372497 / 72429

Level 3

Service Escalation Manager (24 X 7)

Level 4

Service Escalation Lead: Anay Sirsikar


[email protected] Mobile : 09371051620

[email protected] Tel: 022-30372693/72556

Pay-per-use and International toll free services


Level 1

VSFC (Customer Care) (24 X 7)


[email protected] Tel: 91-22-30372544

Level 2

SM ISCNNOC(Operations) (24 X 7)
[email protected] Tel: 91-22-30372401/2

Level 3

Shift Head (24 X 7)


[email protected] Tel: 91-22- 30372558
ISC Head: Mulla khajavali
[email protected] Tel: 91-9322257592

Level 4

Customer Support Manager: Ms.Tini Gilbert , [email protected] (M) 9392123147


Account Manager Srinath: [email protected],(M) 7306678931
3 ways of booking FT
1. By using http://cnm.reliancecommunications.co.in
2. By sending email at [email protected]
3. By contacting at the toll free no. 1800-3000-8383 or 022-3033-8383

2. Customer Network Management portal (CNM)


URL: http://cnm.reliancecommunications.co.in/cnm/web/index.jsp
The CNM portal provides single sign-on over secure HTTPS, to Reliance Operational Systems,
enabling you to create and track change-requests, open tickets for incidents and obtain real time view
of network performance.
The customer service portal is set up to facilitate you on various operational issues.
a. SuperCAN base login
You can now login with a single master Customer Account Number (CAN) to get a single view of all
circuits in different CANs. This functionality requires creation of SuperCAN login which can be done
with help from RCOM CNM team.
We are also creating SuperCAN logins & these will be communicated through emails.
You can also request for SuperCAN by emailing at [email protected].
b. Monthly / Quarterly service performance dashboard (service availability)
You can now see service performance dashboard online, for all the circuits in a single view. This
enables you to see the graphical representation of your service availability & count of fault tickets on
all your services.
c. Bandwidth Utilisation graphs for VPN and Internet links.
You can see the bandwidth utilization reports for all the data circuits online. This will help you in
taking decisions for bandwidth upgrades proactively.
d. Create and view service-requests for outages or performance issues
You can book service-request online.
e. Live updates on open service requests.
In addition to the email updates on open faults tickets, you will also get an online live dashboard for
all the open faults with latest updates on resolution status.
f.

Weekly RFO on individual service request.


In addition to daily email updates on RFO, you will also get an online RFO dashboard on all closed
fault tickets for a period of one week.

g. Customer profile updates: email and mobile numbers.


You can add / remove contacts details, for auto updates on fault updates / RFO updates
h. Adding inputs during fault resolution (attach ping, trace add comments)
You can add ping / trace reports for non service affecting faults.

3. Change Management
a. On line change request
The Change Management view displays a list of open and closed Change Requests (CRs),
including notes on the current status, with dates and comments.
You can book change requests online and get regular updates on them at:
URL:http://cnm.reliancecommunications.co.in/cnm/web/index.jsp
All your change requests will be centrally tracked & you will get regular updates on your change
requests.

4. Service termination / Cease Management


a. On line Service Termination / Cease request
You can book service termination request online at:
URL:http://cnm.reliancecommunications.co.in/cnm/web/index.jsp

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