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Riello Power India Pvt. LTD Support Process: Communications

Riello Power India Pvt. Ltd. provides technical support for its products through telephone, email, and on-site service visits. The document outlines their support process, including response times for phone and email requests and carrying spare parts to minimize repair times. It also details their preventative maintenance services, customer training programs, escalation procedures, and goal of resolving all issues on the initial call or visit.

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Abhinav Singh
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119 views5 pages

Riello Power India Pvt. LTD Support Process: Communications

Riello Power India Pvt. Ltd. provides technical support for its products through telephone, email, and on-site service visits. The document outlines their support process, including response times for phone and email requests and carrying spare parts to minimize repair times. It also details their preventative maintenance services, customer training programs, escalation procedures, and goal of resolving all issues on the initial call or visit.

Uploaded by

Abhinav Singh
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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RIELLO POWER INDIA PVT.

LTD

Support Process
Communications

The following communications methods are available to obtain assistance from Riello Power
India Pvt. LTD for technical issues:

Telephone support: 0124-2975498 With Mr. Sanjay (09999319579)

E-Mail Support: support@riello-power.com

FLOW CHART: -

(A 100% subsidiary of RPS S.p.A, Italy)

Riello Power India Private Limited


(Formerly known as Riello PCI India Pvt. Ltd.)
Factory:
Plot No. 213A. Sector 4, IMT Manesar, Gurgaon – 122050, Haryana. Tel: +91-124-4552319/ 4217388, Fax: +91-124-4871698
316, 3rd floor, World Trade Centre, Babar Road, New Delhi – 110001. Tel: +91-11-43594976
Email: ups@riello-power.com Website: www.riello-ups.in CIN: U40102DL2010PTC205402

SERVICE – METHODOLOGY

Technical Issue Response

Telephonic Response:

During normal business hours, the goal is to take the calls in real time. A normal business hour
is from 9:30 am to 6:00 Pm India standard Time.

Outside Normal business hours the goal is to return a customer’s call within 30 minutes, if the
customer has purchased the appropriate support plan

Email Response:

During normal business hours, the goal is to answer the email response in 30 minutes

Outside normal hours email will be answered no later than 2 hours into the next business day

SERVICE CALL LOGGING:

The Customer Care programme is monitored by Mr. Sanjay Mohanty. A fully computerized
call monitoring system, which logs all customer calls, enables the Call Controller to
dynamically allocate these calls to the engineers and monitor our response to calls on a call-to-
call basis. It provides on–line information on all maintained system parameters to field
engineers thereby reducing the repair time.

Another important advantage of the computerized call monitoring system is the availability of
an Equipment Health Report. This provides useful data while deciding on system upgrades
and improvement of up time through planned part replacements.

REPAIR TIME:

Our engineers carry all essential and regularly used spares in their kits. In addition, they are
instructed to replace defective parts without attempting any components level repair. This
ensures that we take to minimum possible time to bring up the equipment, thus maintaining
integration with consistent quality

USER AWARENESS AND TRAINING:

Some of the users are not aware of the actual problems and while they log a call, the
information is not complete. Apart from this there are some do’s and don’ts, which our
engineer, while carrying out the installation (in case of a new UPS) or on inspection (in case of
an existing UPS is to be covered under AMC) takes an hour session.

(A 100% subsidiary of RPS S.p.A, Italy)

Riello Power India Private Limited


Technical issue resolution :

A highly qualified Technical Support Engineer (TSE) takes the initial call at the site. The TSE ‘s
goal is to the technical issues on the first call .If the result is not possible TSE will work the
technical issue by doing research , by working in the Test Lab .TSE is to maintain a close
coordination & communication with the customer during the process

Customer Issue Resolution Process

(A 100% subsidiary of RPS S.p.A, Italy)

Riello Power India Private Limited


REGULAR PREVENTIVE MAINTENANCE SERVICES:

Regular Preventive Maintenance is carried for trouble free working of the equipment on a
quarterly basis. It ensures that the components last well past their lives, also ensuring that the
overall efficiency and the uptime of the UPS is maintained.

THE ENVIABLE EDGE:

Our Customer Service Managers oversee problem resolutions beyond the scope of the
engineers and handle exceptional call escalated to them.
We have dedicated engineers trained by the striving to excel and deliver the best.

We maintain a large inventory of spares for various ranges of UPS systems depending on the
sales of various models of UPS’s.
We maintain sufficient standby UPS for various ranges, in case of critical operations and
emergencies.

CUSTOMER SHALL LOG ALL CALLS AT RPI OFFICE WITH FOLLOWING DETAILS:

Brief description of problem.


Class of problem E/S/NS.
Reporting Person’s Name from Customer.
Date and Time

In turn, RPI will provide the Service Demand No. to customer for future references. RPI would
ensure that every call reported by Customer is logged on immediately on reporting with
Service Demand No. assigned to it. At the same time information will be provide to the
CUSTOMER regarding the concerned engineer who will be attending to the problem.

ESCALATION LEVELS

Escalation levels given ahead shall be followed by the RPI for every reported call. Following
are the contact details for Level 1, 2, 3, 4 and 5 escalations.

LEVEL – I

Mr. Sanjay
Mobile No: 9999319579
E-mail: support@riello-power.com

LEVEL – II

Mr. Umesh Kumar (Dy. Manager Service)


Mobile No.: 09999028034
E-mail: umeshkumar@riello-power.com

(A 100% subsidiary of RPS S.p.A, Italy)

Riello Power India Private Limited


LEVEL – III

MR. MANOJ PANDEY


REGIONAL MANAGER
RPI Pvt. Ltd., New Delhi
Mobile No.: 08377007375
E-mail: manojpandey@riello-power.com

LEVEL – IV

Mr. Sarvesh Kumar


CTO (CHIEF TECHNICAL OFFICER)
RPI Pvt. Ltd., New Delhi
Mobile No.: 09899101824
E-mail: sarveshkumar@riello-power.com

LEVEL – V

Mr. Anil Munjal


Head of Dept.
RPI Pvt. Ltd., New Delhi
Mobile No: 09811070047
Tel. No.: 0124- 2975499
E- mail: anilmunjal@riello-power.com

Once the response is given by RPI, RPI Technical Team will escalate the call as per escalation
process and levels given above. The technical team from RPI shall be involved in resolution of
problem and tracking it to its complete resolution. Once the complaint is resolved, Concerned
Person at CUSTOMER site shall accept the call as closed on Service Report.

*********************

(A 100% subsidiary of RPS S.p.A, Italy)

Riello Power India Private Limited

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