IT Support POwerol - FAQ V1.1

Report
0
Management or Supprt
to the Powerol service teams
information systems.
Farm Equipment Sector
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Mahindrapowerolsuvidha.com
Mission of Suvidha portal ………..,
Processing of Installation & Commissioning
service
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
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For effective usage of portal, First ensure ……. Following
 All the details of the Profile( Contact & Taxation details) must be
updated.
 Availability of authorizations to all required modules.
 Please ensure all your population data is available with your
MAGIEC ID.
 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
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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
CCM.
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
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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
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 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.
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Escalation Matrix
1.
2.
3.
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 @mahindra.com
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]
4.
Farm Equipment Sector
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Thank You!
Farm Equipment Sector

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