IT Support POwerol - FAQ V1.1

Management or Supprt
to the Powerol service teams
information systems.
Farm Equipment Sector
Mission of Suvidha portal ………..,
Processing of Installation & Commissioning
coupons & management of respective data.
Complaint Management system.
AMC (Claim) Management
Warranty operation
Free service coupons systems
Spare part Ordering & Inventory Management
Effective Reports
 Bulletin & Manuals / Circulars
Farm Equipment Sector
For Effective Use of Portal
For effective usage of portal, First ensure ……. Following
 All the details of the Profile( Contact & Taxation details) must be
 Availability of authorizations to all required modules.
 Please ensure all your population data is available with your
 All the population fields like Site ID, Customer Name, Site Address,
KVA, Model etc must be updated completely.
 All the AMC (With Mahindra) Engines must be enrolled on portal.
 All the current spare part inventory must be updated on portal.
 If Directly ordering spare part from mahindra,
• Update timely receipt of the spare parts (GRN)
• Maintain all the local / OEM parts (With Prizing In Inventory)
• Update inventory for any Out word & In word.
Farm Equipment Sector
WEB Portal FAQ
Frequently Asked Questions…
Commissioning punched but Engine not showing in population data.
Though Commissioning is punched by specific MAGIEC, Engine may get shifted to
other MAGIECS population but Commissioning MAGIEC will remain same.
Not receiving E mail alert of Call logged by Customer Connect Team ( Call
Center )
 Please check & Update contact details through profile Menu.
Engine showing Invalid while punching commissioning OR Closing Complaint
 In following two scenarios engine no. showing invalid,
1. Engine with other MAGIEC population – Raise support request & take approval From
2. Engine not Installed & commissioned–Enter Installation & Commissioning Service.
3. Engine Serial number not available for commissioning – Send Mail With Scan copy
of scratch / photo of engine serial number & After creation of engine raise
commissioning details.
Transfer of population data from One MAGIEC To another
 For few engines as & when required raise support request & take CCMs approval
Farm Equipment Sector
WEB Portal FAQ
Frequently Asked Questions…
Transfer of Total population data from One MAGIEC To another (New MAGIEC)
 Send mail to IT Contact centre with desired changes in given format.
After data shifting confirmation, please download data from portal & validate again.
 RETAIL Customer name is not reflecting in portal.
 While raising commissioning service please update customer name & address field
(Change OEM name & address to respective customer name & address)
 To Modify commissioned engines data please send all the population with required
customer name in one go only to Itcontactcentre.
 How to update Model, KVA rating, Cluster Plot No/ Apartment No, Street Name,
District, Distance of Site from Nearest MAGIECs Location, State?
 Please go to Search / List DG population go to “Modify” option & Edit these fields.
 What to do if Customer Type needs to be update/ modify?
 Send mail to Itcontractcentre.
 How to upload old engine in population?
 If engine is in Other MAGIEC pop add support request
 If engine not available on portal send serial number scratch / Photo scan to IT.
Farm Equipment Sector
Commitment required from MAGIEC
 Please educate customer to raise complaint calls through Toll Free NO
– 18004191999 for retail.
 For corporate calls please divert calls through regional call centre's.
 please educate customer, he should call us for complaint registration
with his Engine serial or Site ID.
Please Register Regular calls or regularize manual calls as early as
possible for better tracking of complaint
Daily monitoring of calls on portal – Update all the information on real
time. (Call Registration & Closure).
All Open calls should be get closed in same day.
Farm Equipment Sector
Escalation Matrix
For Training & Frequently required help first get in touch with your CCM.
For any bug or error, Or second level support please send mail to
ITCOTACTCENTRE on itcontactcenter
While writing mail to Itcontactcenter please ensure following ,
Mention Subject clearly.
In Signature please write your Magiec code.
Please write issue in details instead of just screen shot to
get better understanding of the issue.
If not received solution in 1 day please escalate the issue to following
contact details,
Vidya Redekar – [email protected]
Prathamesh Surve- [email protected]
Farm Equipment Sector
Thank You!
Farm Equipment Sector

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