Complaint & Concern Management (CCM) for (RSA)

Overview 

This SOP defines the process to be followed by dealer personnel for handling and resolving complaints assigned through the Complaint & Concern Management (CCM) module.

The process ensures:

• Timely complaint resolution.
• Proper activity tracking.
• RSA service monitoring.
• KM tracking for field service vehicles.
• Delay monitoring and justification.
• Complete complaint closure documentation. 

2. Scope

This SOP applies to:

• Dealer Service Advisors
• Dealer Service Managers
• RSA Coordinators
• Mobile Service Vehicle (MSV) Teams

The SOP begins when a complaint is assigned to the dealer and ends when the complaint is resolved and closed. 

3. Navigation

1. Call Centre Activities

2. General Query

3. Open Assigned Complaint

Dealer users shall open the complaint assigned to them for action.

4. Complaint Verification

Before taking action, verify the complaint information available in the General Tab.

The dealer should review:

• Company
• Dealer State
• Dealer City
• Call Type
• Customer Name
• Vehicle Number
• Model Code
• Model Name
• KM Reading
• Contact Person Number
• Vehicle Breakdown Location

The General tab contains all customer and vehicle information required for complaint handling

Dealer view example: customer, vehicle, RSA call type, model details and breakdown location are available before initiating resolution activities.

5. Resolution Details Process

Navigate to:

Resolution Details Tab

This tab is used for:

• Activity tracking
• Complaint progress updates
• Follow-up management
• RSA monitoring
• Closure activities

The Resolution Details screen contains activity history, follow-ups, KM details, action taken remarks, attachments and resolution categorization.

6. Activity Execution Workflow

For RSA complaints the following activity sequence should generally be followed:

1 Assigned To Dealer

2 Contacted

3 MSV Start

4 MSV Reach

5 MSV Return

6 Resolved

records every operational step taken by the dealer. 

7. Activity Update Procedure

For every activity:

Step 1

Select the activity.

Step 2

Select: Performed By

Example: Mr. Jwala Singh

Step 3

Enter remarks describing the action performed.

Examples:

• Customer contacted.
• Vehicle location confirmed.
• MSV dispatched.
• Breakdown attended.
• Vehicle repaired.

Step 4

Update: Activity Status = Completed

Step 5

Save the record.

The system records the status date and updates complaint history automatically. 

8. Customer Contact Process

When the complaint is assigned:

Dealer must

1. Contact customer.
2. Verify complaint.
3. Confirm breakdown location.
4. Confirm vehicle condition.
5. Record discussion remarks.

Activity:

Contacted must be completed before field service dispatch.

9. MSV Dispatch Process

Applicable when:

Call Type = RSA

Vehicle Type = MSV

Activity: MSV Start

Dealer shall update:

- Dispatch Date/Time

- Start KM

This confirms the service vehicle has left for customer assistance.

10. MSV Reach Process

After reaching the customer location:

Dealer shall update:

- Reach Date/Time

- Reach KM

Activity: MSV Reach

11. MSV Return Process

After completion of the breakdown service:

Dealer shall update:

• Return Date/Time
• Return KM

Activity: MSV Return

must be completed. 

12. KM Entry Process

The dealer must enter KM readings accurately.

Available fields:

1 Start KM

2 Reach KM

3 Return KM

Dealer shall ensure:

Reach KM ≥ Start KM

Return KM ≥ Reach KM

Otherwise the record should be corrected before closure

13. Delay Management Process

Validation 1

If:

Contacted → MSV Reach Time

Difference > 4 Hours

Delay Reason becomes mandatory.

Dealer Action

Select: Delay Reason

Enter: Other Delay Reason if applicable.

Examples:

• Traffic congestion
• Remote breakdown location
• Vehicle unavailability
• Weather conditions

Validation 2

If complaint resolution exceeds:

24 Hours

Delay Reason becomes mandatory before closure.

14. Follow-Up Process

Dealer may update customer communication through:

• First Follow-Up
• Second Follow-Up
• Third Follow-Up
• Fourth Follow-Up
• Fifth Follow-Up

Follow-up records should include:

• Discussion summary
• Customer feedback
• Next action plan

15. Resolution Categorization

Before closure, dealer must select:

Resolution Category

Example: Service Request

Resolution Subcategory

Example: Configuration

Vehicle Type

Example: MSV

These classifications are used for reporting and analysis

16. Attachment Upload Process

The dealer may upload supporting documents such as:

• Vehicle photographs
• Job card copy
• RSA attendance proof
• Customer acknowledgement

Attachments become available under the Attachment Preview tab

17. Action Taken Documentation

The Action Taken section must clearly describe the corrective action performed.

Examples: 

• Battery terminal tightened and vehicle started.
• Fuel line blockage removed.
• Vehicle towed to workshop.

This section becomes part of the permanent complaint record. 

18. Complaint Resolution Process

After services are completed:

Dealer shall

• Complete all pending activities.
• Enter final remarks.
• Update KM readings.
• Enter delay reasons if applicable.
• Select resolution category.
• Record action taken.

Finally update:

Status = Resolved

19. Closure Checklist

Before marking the complaint completed, verify:

✅ Customer contacted

✅ MSV activities completed

✅ KM readings updated

✅ Action Taken entered

✅ Delay reason captured (if required)

✅ Resolution Category selected

✅ Resolution Subcategory selected

✅ Final remarks entered

✅ Complaint status updated to Resolved