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Pod Lead/Pod Member

POD LEAD MODEL:


A.What is a PM ?

PM is defined as POD Member who are newly onboarded in the system and only specialized to service the AC. They are not specialized to even deliver revisit requests


B.What is PL?

PL is defined as POD Leader - who will be leading a group of POD members who are specialized in Repair, Installation /  Uninstallation & Gas Repair work.  Also Revisit work on booking where initial booking was delivered by PM will be assigned to PL

C.How to identify which partner is a POD Member and which partner is a POD Lead?

Go to provider profile >> Scroll Down to Provider Hierarchy.


  1. If the partner name is highlighted under Apprentice then the partner is Pod Member. 

  2. If the partner is highlighted under Partner then partner is POD lead. 

  3. If the partner is POM - then you can check his pod lead name from the hierarchy table only. 




D.How does this model work?


- POD member will only do the servicing request, in case in any scenario where an AC requires servicing + repair work then POD Member will fan out the request to POD Lead as per the available slots.


- This lead will be auto accepted by the POD lead and he will deliver the both servicing & repair work.

- In Case cx has booked the service for multiple please AC’s and few of them require servicing and few them require repair - then pod members will only work on the AC’s which only require pure servicing and fan out the repair required AC requests to POD lead. 


Customer Escalations:


1. Customers might still book incorrectly (Example, repair work might be needed but cx make a booking for servicing) - and will complain later that things were not fixed on the first go and customers will escalate this.

Resolution to be given by the associate:

 A. Associates can either ask the customer to place a new request as per his/her convenient time and choose repair sku while placing a request to avoid the delay in the repair work or else check the available slots of the POD lead and ask the partner to end the job at 0 invoice. 

B. Convince the customer to take the service on the available slots and ask the partner to re-dispatch the request as per the customer confirmed time according to the availability of POD lead slots. 


2.  Customers will reach out to us to want repairs to also happen in the same slot - prepaid booking. They refuse a later booking [Customers will also escalate and challenge the visitation charges]


Resolution to be given by associate:
Dear, Sir/Mam, the current partner who was aligned to you is only specialized in servicing and he won't able to do the repair hence he passed the request the repair expert to make sure repair work is handled by the repair expert, if customer still not agree then:
A. If the partner has not ended the job then ask the partner to close the job at 0 invoice. 
B. If the partner has ended the job then refund the visiting charges to the customer. 




 3. What if an AC requires both servicing and repair work - the Pod member will fan out the request to POD lead and he will complete both the servicing and repair work.


4. Customers will reach out to us complaining that same day slots or next few days slots are not available for the follow up service ( Repair + Gas charging).


Resolution A: We’ll check the slots and confirm the available slots to the cx, if cx is aligned then we’ll ask the partner to create a follow up on xx date and time or create a follow up request from the dashboard. 


Resolution B: We’ll check the slots and confirm the available slots to the cx - if cx is not aligned with the available slots then we’ll ask the partner to end the job at 0 invoicing and we’ll pay the visiting charges to the partner. 



5. No show on follow up request:

Resolution A: We’ll call the partner and confirm by when he can reach cx place, if cx is aligned with the given time by the pro then will keep the ticket under follow up and once the job is started - we’ll confirm with the cx and close the ticket. 


Resolution B: If cx is not aligned with the timeline shared by the pro to reach cx place then we’ll pitch the cx for the rescheduling and check the available slots of the other pod leads and reschedule the request. 


Resolution C: If cx is not aligned for both the timeline shared by the pro and for the rescheduling then we’ll ask the cx to make a fresh booking as per the convenient time under repair sku. 


6. NR on follow up request:

A. If a customer reaches out to us Pre - BT then we’ll ask the custom to wait till booking time. 
B. If a customer reaches out to us Post -BT then we need to pitch the cx for reschedule, if cx agrees then reschedule the req, if cx denies rescheduling then cancel the request. 

7. If a customer wants to reschedule a follow up request.
Resolution to be offered - we’ll reschedule the request to the POD lead only who already had this lead with him. 

Example - https://ops.urbanclap.com/requests/63ddb294bed32e002380fc2e