Document No: ZIIL-CRM-01

ZUARI INFRAWORLD CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Revision No. : 00
Revision Date: 16/09//2016
Implementation Date: 16/09//2016

1. Purpose:
The purpose of this documented information is to define methodology adopted in the organization for 1) CRM activities
2) define methodology for following up for stage completion, payment and raising Demand notices & Bills
3) Registration of sale deed
2. Scope:
This process is applicable for Sale and registration of products sold to customers

3. Process Owner:
HOD-CRM

4. Abbreviations / Definitions:
HOD: Head of the Department

5. Process Measure:

S.No. Description UOM Frequency of reporting Recipients Responsibility

Reduction in
MD, CEO,
1 customer % Quatertly HOD-CRM
Projects,Finance
complaints by 50%
Improvement in
customer MD, CEO,
2 % half yearly HOD-CRM
satisfaction index Projects,Finance
from 0.8 t0 0.85
Improvement in
Collection of
MD, CEO,
3 payment % by 10% % half yearly HOD-CRM
Projects,Finance
over the existing
collection rate

6. Records:

S.No. Record Title Record No. Retention Period Retention Resp. Remarks
Feasibility report for Till project completion and
1 F-ZIIL-CRM-01 CRM
modification handover
Cost estimation for Till project completion and
2 F-ZIIL-PROJ-02 CRM
modifications handover
Till project completion and
3 Welcome letter F-ZIIL-CRM-03 CRM
handover

Till project completion and

4 Allotment letter F-ZIIL-CRM-04 CRM
handover

Demand notice - Till project completion and

5 F-ZIIL-CRM-05 CRM
Stage wise handover
Receipts for Till project completion and
6 Auto generated
payments received handover
Sale agreement on
Till project completion and
7 Stamp paper of F-ZIIL-CRM-06 CRM
handover
Rs.500/-
Construction
agreement on Till project completion and
8 F-ZIIL-CRM-07 CRM
Stamp paper of handover
Rs.200/-

Triparty agreement, Customers/ Till project completion and

9 CRM
if required Bankers' format handover

Till project completion and

10 Snag list - Customer F-ZIIL-CRM-08 CRM
handover

Statement of Till project completion and

11 Auto generated CRM
account handover
Till project completion and
12 Katha application Govt form CRM
handover

Till project completion and

13 Sale deed F-ZIIL-CRM-09 CRM
handover

Till project completion and

14 TDS Certificate Govt form CRM Applicabe For Properties aboe 50 lakhs
handover
only
Till project completion and
15 Handover kit F-ZIIL-CRM-10 Site Admin
handover
Certified copy of the
16 registered sale Nil For ever Site Admin
deed

Customer complaint
17 F-ZIIL-CRM-11 For ever Site Admin
register

Corrective action
18 MR Format 2 years Site Admin
report

Communication to
19 customer on E-mail 2 years Site Admin
complaints

Customer feedback
20 F-ZIIL-CRM-12 2 years Site Admin
form

21 Monthly MIS F-ZIIL-CRM-13 2 years Site Admin

Cancellation
22 F-ZIIL-CRM-14 2 years Site Admin
approval Note

7. Contents

a. Objective 1
b. Objective 2
c. Objective 3
d. Input-output matrix - CRM
e. Input-output matrix - Cancellation
f. Input-output matrix - Customer complaint
g. Input-output matrix - Customer feedback

h. Turtle diagram
i. Risk and oppourtinity matrix for CRM
j. Amendment sheet

Prepared by: Approved by:

Signature: Signature:
Name: Name:
Date: Date:
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated

Receipt of cheque, booking Update Sales Force software for CRM

CRM, S&M application form and KYC Updated - Sold data base
details from Sales team

CRM ensure correct details of Project name, block

name/number, unit number, unit area, BHK details in Sales
Force along with the price. Details of sale entered in Sales
CRM Updated - Sold data base
Force

Verification of details
enter in Sales Force NOT OK

Details of sale entered in

CRM Verified entries in Sales Force
Sales Force.

OK

Verified entries in Sales Submit/re-submit for HOD-CRM

Sale details submitted for
CRM Force, Modification
approval
requested by the customer

Incorporate changes suggested

Accepted by HOD
NO
Sale details submitted for Approved details in Sales
CEO
approval Force

OK

Consider the modifications requested and send for feasibility

Approved details in Sales and cost estimation to Project team Request sent for feasibility
CRM Force, Modification
report and estimation
requested by the customer
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated
Feasibility report F-IIPL-
Request sent for feasibility Follow up and get the feasibility report and estimation Feasibility report and CRM-01 and estimation for
CRM, Projects
report and estimation estimation for modification modifications F-IIPL-PROJ-
02

Feasibility report and Communicate the cost estimation to the customer Cost estimation communicated
CRM
estimation for modification to customer

Cost estimation accepted by

Customer NO

Cost estimation Acceptedd or rejected cost

CRM
communicated to customer estimation from the customer

OK

Approved or rejected cost Incorporate the cost details and Remove the details of modification
feasibility report in Sales Force requested from Sales Force Updated information in Sales
CRM estimation from the
Force
customer

Intimate the project team about incorporation of Communication to Project

Updated information in changes in design/construction List of modifications
CRM team on modifications
Sales Force approved by the customer
accepted by customer.

Issue welcome letter, allotment letter, receipt for the booking advance amount Allotment letter, Welcome
Communication to Project and demand note for 20% amount minus the booking advance amount within letter, Receipt for booking Allotment letter, Welcome
CRM team on modifications 30 days. amount and demand notice for letter, Receipts and Demand
accepted by customer. 20% booking amount minus notice for payment
booking advance amount

Allotment letter, Welcome

letter, Receipt for booking Follow up with the customer for payment through phone calls & e-mails.
amount and demand notice Receipt of cheque for booking
CRM
for 20% booking amount amount
minus booking advance
amount

Enter the details of the payment received in Sales Force

Receipt of cheque for Updated information in Sales
CRM
booking amount Force on payment receipt
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated

Updated information in
Raise the receipt and handover the receipt to the customer Receipt for advance amount
CRM Sales Force on payment
received sent to customer
receipt

Receipt for advance Handover the cheque along with a copy of the receipt to the finance team
Cheque and copy of the
CRM amount received sent to
receipt sent to finance
customer

Print Agreement and frank/stamp at a value of 0.1% of Agreemnt Value

Prints of Construction
CRM Details of amount realized agreement and sale
agreement
Make suitable corrections and reprint

Contents in the print are OK NO

Prints of Construction Verified prints of Construction
CRM agreement and sale agreement and sale
agreement agreement

YES

Verified prints of Invite the customer for signing the agreement - two original copies - one for Signed Construction Signed Construction
CRM Construction agreement customer and one for office agreement and Sale agreement and Sale
and sale agreement agreement agreement

Signed Construction CRM team files the agreement

CRM agreement and Sale Archiving of agreements
agreement

Signed Construction Customer who opts for Loan Customer who does not opt for
Loan from third party Details of customer opting for
CRM agreement and Sale from Financial institutions
loan and Financial institutions
agreement

Details of customer opting Execute Tri party agreement with

CRM for loan and Financial Financier and customer Triparty agreement Signed Triparty agreement
institutions
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated

Signed Construction Follow up with the project team for stage completion
Communication with projection
CRM agreement and Sale
team on progress of project
agreement

Communication with
Receipt of confirmation on stage completion from Project team Receipt of stage completion
CRM, Projects projection team on progress
report
of project

Raise demand notice for the completed stage as per Confimation from project
Receipt of stage completion team.
CRM Generation of Demand notice Demand Notice for stage
report

Send the same to the customer/financier as per agreement/triparty agreement

Generation of Demand
CRM Despatch of Demand notice
notice

CRM Despatch of Demand notice Follow up for payment Follow up communication

Receive Cheque or online payment details Receipt of cheque or payment

CRM Follow up communication
details
Inform the customer on
discrepancy

Payments are as per

agreement NO

CRM

YES

Receipt of cheque or Confirm realization of payment, raise the receipt and send the receipt to the Despatch of payment receipt Receipts for payments
CRM customer
payment details to the customer received

Continue the cycle for, stage completion, raising demand note, follow up for
payment, receipt of payment, confirmation of realization, raising receipts and Communication with project
Despatch of payment
CRM sending the receipts to customers till completion of last stage team. Despatch of payment
receipt to the customer
receipt to the customer
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated

Communication with project Receipt of completion certificate from project team

CRM, Projects Completion certificate
team.

CRM visits the site, inspect and hands over the snag list
CRM, Projects Completion certificate Snag list for the product Snag list

Receive conformation of closing for identified snags from project team

Snag closure intimation from
CRM, Projects Snag list for the product
project team

CRM inspects the closure of snags

Snag closure intimation
CRM Verification of closure of snags
from project team
Inform the project team on
discrepancy

Closure of snags is
satisfactory NO
Verification of closure of Confirmation of closure of
CRM
snags snags

YES

Confirmation of closure of Invite the customer for site inspection Intimation to customer for site
CRM
snags visit

Intimation to customer for Customer visits site and identify snags

CRM Snag list by the customer
site visit

CRM send the snag list given by the customer to Project team
CRM Snag list by the customer

Receive conformation of closing for identified snags from project team

Snag closure intimation from
CRM, Projects Snag list for the product
project team

CRM inspects the closure and verify

Snag closure intimation
CRM Verification of closure of snags
from project team
Inform the project team on
discrepancy
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities
Inform the project team on Output Document Generated
discrepancy

Closure of snags is
satisfactory NO
Verification of closure of Confirmation of closure of
CRM
snags snags

YES

Send the details of possession information which includes, final demand letter, Final demand letter,
statement of account, modification charges, if any and Application for Katha and link Final demand letter, Statement
Confirmation of closure of Statement of account,
CMR for customer details for sale deed. of account, Modification
snags Modification charges,
charges, Application for Katha
Application for Katha

Get confirmation on TDS for the registration if the value of the product is more than
Final demand letter, 50 lakhs. (If the customer pays the TDS, get the copy of the challan)
Statement of account, Confirmation of TDS
CRM, Finance Team
Modification charges, applicability and TDS amount
Application for Katha

Pay the TDS amount if the customer authorizes the organization which is included in
Confirmation of TDS the billing amount. If customer pays the TDS, the same shll be deducted from the
Finance applicability and TDS billing amount. Payment of TDS
amount

Prepare/modify draft sale deed after receipt of final possession amount.

Final demand letter,

Statement of account,
Modification charges,
Send the draft sale deed along with TDS certificates, if any, to the lawyer Draft Sale deed and TDS
CRM, Legal team Application for Katha. F-IIPL-CRM-09
for verification. certificate sent to lawyer
Confirmation of TDS
applicability and TDS
amount

Inform the project team on

discrepancy

Draft sale deed and TDS

certificates are OK NO
Draft Sale deed and TDS Sale deed and TDS certificate
Legal team
certificate sent to lawyer approved by Lawyer

YES
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated

Sale deed and TDS Inform the registration date to the customer and
Financier Communication of registration
Legal team certificate approved by
date
Lawyer

Communication of Authorized person goes to the registration office for signing the
CRM, Site Admin registration deed on behalf of the company . Registration of sale deed.
registration date

Handover kit - certified copy of

the plan, building approval
Authorized person receives the Banker's cheque or DD for final plan, floor plan,
Site Admin Registration of sale deed. amount and hands over "Handover kit. plumbing/electrical drawings,
association bylaws, parking
allotment letter, if any and keys
and one gift.

Authorized person gets a copy of the registered sale deed for file. Receipt of Copy of the Copy of the registered sale
Site Admin Registration of sale deed.
registered sale deed. deed.

Receipt of Copy of the Admin representatives files the certified copy of the registered sale deed Filing of certified copy of the
Site Admin for future reference
registered sale deed. registered sale deed.

A scanned copy will be maintained by CRM team Filing of Scanned copy of the
Receipt of Copy of the
Site Admin certified copy of the registered
registered sale deed.
sale deed.

Prepared by: Vamsi Krishna Approved by:

Signature: Signature:
Name: Name:
Date: Date:
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

IIPL-CRM-I/O-01

1/1/2019

Details / Remarks
 559039531.xls

Document No.:
IIPL CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Revision No. :

Revision Date:
CANCELATION PROCESS
Implementation Date:
Responsibility Input / Trigger Description of Activity in Flow Chart - CRM Activities Output Document Generated

Discuss with the customer to understand the reason and try to

Cancellation request from convince. If the customer wants cancellation update the
Customer Upcated customer file
customer customer file with the comments

Prepare cancelation approval note by checking and mentioning

the deductions as per agreement. Get the authentication of
refund amount from CEO/Director/HOD Authonticated Cancelation
CRM Upcated customer file
Approval note.

Send the Authenticated cancellation approval note to Finance,

Authonticated Cancelation follow up and get the refund cheque or RTGS note. Handover
CRM the cheque to the customer Refud check/RTGS note
Approval note.

CRM to take an acknowledgement from customer on receipt of

payment toeards refund on cancelation. Update the file and
close the file of the customer. Acknowledgement fo refund
CRM Refud check/RTGS note
and closed file

Prepared by: Vamsi Krishna Approved by:

Signature: Signature:
Name: Name:
Date: Date:
 559039531.xls

IIPL-CRM-I/O-02

1/1/2019

Details / Remarks

1/1/2019
 IIPL CUSTOMER RELATIONSHIP MANA

Applicability

Responsibility Input / Trigger Description of Activity in Flow Chart - Handlin

Complaint from customers

through e-ml, phone or Make entries in the customer
during any meetings, during complaint register
CRM
construction or after
handing over/ registration.
Customer complaint register

Communicate the details to the

Updated Customer complaint concerned department with one
CRM register working day.

Details of complaints
CRM & Concerned Take immediate steps for
communicated to the
department concerned department corrections

Communicate the details of

corrections made to the custome
CRM Corrections implemented with in 3 working days

Details of complaints
CRM and Heads of communicated to the Evaluate the complaints to identify
concerned departments. concerned department and the root cause
corrections implemented

Heads of Concerned Identify & Implement corrective

Identification of root cause
department. action

Heads of Concerned Evaluation of corrective

department. action Evaluate the effectiveness of
the corrective action
Heads of Concerned Evaluation of corrective Effective
department. action

Heads of Concerned Information on status of

department. implementation

CRM/Heads of concerned Cost working with margin Inform the customer on the
department quoted corrective actions taken.

Prepared by: Vamsi Krishna

Signature:
Name:
Date:
 CUSTOMER RELATIONSHIP MANAGEMENT

ption of Activity in Flow Chart - Handling of Customer Complaints Output

Make entries in the customer

complaint register Updated Customer
complaint register

Communicate the details to the Details of complaints

concerned department with one communicated to the
working day. concerned department

Take immediate steps for Corrections

corrections implemented

Communicate the details of Corrections

corrections made to the customer implemented
with in 3 working days communicated to the
customer

Evaluate the complaints to identify Identification of root

the root cause cause

Identify & Implement corrective Evaluation of

action corrective action

Evaluation of
Evaluate the effectiveness of corrective action
the corrective action
 Effective NO Information on status of
implementation

Confirmation of
Yes effectiveness of
corrective action.

Inform the customer on the Communication to the

corrective actions taken. customer
Document No.: IIPL-CRM-I/O-02

Revision No. 00

Revision Date : 1/1/2019

Implementation Date:

Document Generated Details / Remarks

Customer complaint
register, F-IIPL-CRM-11
Corrective action report.

Communication to
Customer.

Approved by:
Signature:
Name:
Date:
 IIPL CUSTOMER RELATIONSHIP

Applicability

Responsibility Input / Trigger Description of Activity in Flow Chart - Ha

CRM Handing over of property Handover custome

Feedback form with

CRM
customer

Low rating
CRM Customer feedback

Reviewed customer feed Identify the root cause

CRM
back

Implement corrective action

CRM Identified root cause

Evaluate the effectiveness of

corrective action

Implementation of
CRM
corrective action Effective
NO

YES
 Inform the corrective action
taken to the customer.
CRM Evaluation of effectiveness

CRM Customer feedback,

Prepared by: Vamsi Krishna

Signature:
Name:
Date:
MER RELATIONSHIP MANAGEMENT

vity in Flow Chart - Handling of Customer Complaints Output

Feedback form with

Handover customer feedback form to the customer
customer

Obtain feedback from the customer Customer feedback

Review of the customer

feedback Reviewed customer
feed back

Identified root cause

High rating
Implementation of
corrective action.
Communication to the
customer.

Send acknowledgement
Evaluation of
effectiveness,
Calculation of
Customer satisfaction
NO
Index
 Communication to the
customer

Submission of Monthly
Communicate the information to Management in
MIS report to
the prescribed format every Month
Management
Document No.: IIPL-CRM-I/O-03

Revision No. 00

Revision Date : 1/1/2019

Implementation Date:

Document Generated Details / Remarks

Customer feedback

Customer feedback
analysis
 Monthly MIS report

Approved by:
Signature:
Name:
Date:
 559039531.xls

Document No.: IIPL-CRM-T-01

IIPL
Revision No. : 0

Revision Date: 1/1/2019

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Implementation Date:

Turtle Diagram

WITH WHO?
RESOURCES

Competent Manpower CRM - Team

Computer Project Team
Sales Force ERP S & M Team
Legal team,
Logistics team

OUTPUTS
INPUTS

* Feasibility report for modification

Booking application form along with *Cost estimations for Modification
advance cheque. * Allotment letter, Welcome letter
Contact details of customers. * Sale agreement
Details of projects/products uploaded * Construction agreement,
in in4velocity software. * Snag list - Snag list clearance report,
INPUTS OUTPUTS
Contents for Sale and Construction
agreements.
CR M * Demand notice - Stage wise
* Receipts for all payments,
Contest for Sale deed. * TDS certificate
Demand notice formats. * Registered Sale agreement
Receipt formats * Updated customer complaint register
Customer complaint register * Reply to customer complaints,
Customer feedback form * Customer satisfaction index

HOW? PERFORMANCE INDICATORS -

RESULTS

* Verifying customer details with S&M

* Constant touch with the customer Collection of Amount from customer as per
* Following up with projects for stage INTERACTING PROCESSES agreement - 100%
completion reports
* Sending Agreement copies, Demand notice, HR,
Submission of sale deed and TDS certificates
Receipts as per agreement as per schedule - 100%
S&M,
* Ensuring closure of identified snags Design,
* Provide appropriate details to Legal Reduction of customer complaints by 50%
Projects,
department for preparing Sale deed. Logistics, Improvement in customer satisfaction index
* Coordinating with Site admin, lawyers and Legal.
customers for timely registration Site Admin

Prepared by: Approved by:

Signature: Signature:
Name: Name:
Date: Date: