Delta Service Network and Circle Wise

Escalation Matrix

TPS｜Customer Support
 Delta India Service Presence
Telecom
MCIS Remark

Delta Care Center

(DCC) 24x7 Unified Call Center

Tech
support-Online
Advance Tech support

Field 850+ FSE’s

Service Enablers
Service Engrs.

Warehouses 53# Component WH

ISO Certified Own TRC Center at

Repair Center
RDP Plant

Digital Service Management

Delta Confidential 2
 Centralized 24/7 Service Helpdesk

•24x7 to receive, provide advanced remote technical support & issue

complaint number

•Toll free for the customer calling from across the country from
Wire-line, GSM, CDMA any operator

•IVR system shall rout the customer complaint to the desired agent
with all conversation recording system.

• Multilingual- Technical support language in English, Hindi, Marathi, Tamil, Telugu.

• Voice call or Video call (If required) Remote Technical Support by Product Expert

• Multi Product- Customer can select different product lines through the IVR system
i.e. Telecom Power System, UPS, Solar System etc.

•Immediate SMS sent to the site technician on every status change like complaint logged with
complaint number, complaint allocated with engineer name & complaint status

• Providing periodic summery and details reports on open complaints status

Delta Confidential
 Call Logging Process

Customer Site Engineer Service Helpdesk • Service entitlement verification on CRM

- Observe/ analyze the problem • CRM Complaint number issued
- Log Comt at Delta Helpdesk
18002663300 • Telephonic Support by Product Expert
- Delta Product Sr. No. Mandatory 18001036333 • if required Video call support also

•Telephonic Support Objective

Level-1 Support • Fix the System Problem if possible
• Make System partially functional
• Minimize any possible System Outage
On-Site Support • Estimate any operational risk
• List the probable faulty parts
• Share any Repair Estimate in case O/W
• Plan for Delta engineer site visit
• Ensure System repair in single visit
Resolved in
NO Telephonic
support
• Site visit by Delta engineer
• Resolve System problem
YES
• Replace faulty Parts Leve-1 O&M Team Scope
• Root Cause Analysis
• Attending any System Fault/Alarm at Site
• Preventive measure
• Call Delta Helpdesk to seek extended support
• Complaint status update
• Periodic System Preventive Maintenance
• Customer Training
• Replacement of Rectifier Modules at Site
• Faulty Rectifier Module send to Delta Repair
Center for Repair & Return
Complaint Closed. Customer Feedback • Provide site access for Delta On-Site support
visits.

Delta Confidential
 Repair & Return Process

Customer Send the faulty modules, fan tray, invertor with

proper packing with advance RMA to Delta L3 Repair
Centre at Rudrapur Modules must have Site Id, Failure
date & System Sr. No.

R&R Manager
Pavit Yadav
+91 7840038333
Pavit.yadav@deltaww.com

Module Received at Repair Centre

Physical Screening
Communicate sender if any transit damage observed

As per Advance RMA No. Issued to

Repair the faulty module

Complete testing performed post repair

Packaging and Return to customer

Delta Confidential
 Service Escalation Matrix
Any Service Complaint not closed within the Standard TAT should be escalated as per the following
Escalation Level-1 Escalation Level-2 Escalation Level-3 Escalation Level-4
Base
Circle Circle Head Contact No Email ID KAM BSNL Service Delivery National Service
Location Regional Service Manager
Services Head Head
Punjab ,Himachal Chandigarh Vishal Gupta 9988274517 Vishal.Gupta@deltaww.com

Mr. Kiran Kumar

Haryana Gurgaon Ajay Kumar 7008499822 Ajay.K@deltaww.com
+91 9899059277
J&K Jammu Sunil Pandita 9797425514 Sunil.Pandita@deltaww.com Kiran.kumar@deltaww.com
Delhi/NCR Delhi/Gurgaon Ankit Shukla 8800694557 V-ankit Shukla@deltaww.com

Mathew.Parathanam@deltaww.com
9706603553/ Mr. Sudhir Chaturvedi
North East/ Mostafa Haq / Sanjib Mostofa.Haq@deltaww.com
Guwahati 8011017351 +91 9769694944

Mohammad.ali@deltaww.com
Assam Choudhary / Sanjib.Ch@deltaww.com
Sudhir.C@deltaww.com

Shankar.Kapil@deltaww.com
Mr. Mathew K Parathanam
Gurusharan Mr.Anoop Mishra
UP West , Uttrakhand Meerut 9557098887 Gurusharan.Srivastav@deltaww.com
Srivastava +91 9838202645

Mr. Mohammad Ali

UP East Lucknow Amar Gautam 9838277356 Amar.Gautam@deltaww.com Anoop.mishra@deltaww.com

Mr. Shankar Kapil

+91 9899706268

+91 9899706267
Satya Narayana

+919892009297
Jharkhand Ranchi 9934300482 Satyanarayan.Prasad@deltaww.com
Prasad
Bihar Patna Anil Kumar Singh 9934319329 Anil.Singh@deltaww.com
Mr. Amit Pandey
Ratnakar Nayak 9938099148 Ratnakar.Nayak@deltaww.com +91 9903179789
Orissa Bhubaneswar
Amit.pandey@deltaww.com
Priyadarshan Sahoo 9937299023 Priyadarshan.Sahoo@deltaww.com

Kolkata/ROB Kolkata Sudhimanta Mishra 7608000249 Sudhimanta.M@deltaww.com

Karnataka Bangalore Aditya Kumar 9759660602 Aditya.Kumar@deltaww.com
Kerala Cochin Bijoy Prakash 9846066170 Bijoy.Prakash@deltaww.com Mr.Martin Rozorio
Andhra Pradesh Telangna Hyderabad Ravi Shankar 9866518827 RaviShankar.P@deltaww.com +91 9786722955
Martin.rozorio@deltaww.com
Chennai+ ROTN (Tamilnadu) Chennai K.Janardhan 9080120684 K.Janardhan@deltaww.com
Gujarat Ahmedabad Ravindra Shah 9924449765 Ravindra.Shah@deltaww.com
Pune Ranjit Kumar 8007870044 Ranjit.Kumar@deltaww.com Mr.Sharad Shimpi
MH & Goa
Nagpur Dillip Ahirwal 9860847043 Dilip.Ahirwal@deltaww.com +91 9699032003
Sharad.shimpi@deltaww.com
Mumbai Mumbai Shridhar Gowda 9987199984 Shridhar.Goiwda@deltaww.com

Chhattisgarh Raipur Priyanshu Gupta 8966000457 v-priyanshu.gupta@deltaww.com Mr.Mahaveer Singh,

+91 9540702233
Madhya Pradesh Bhopal Gaurav Narware 7024142722 Gaurav.Narware@deltaww.com
Singh.Mahaveer@deltaww.com
6 Rajasthan Jaipur Shivom Mishra 9999048059 Shiv.Mishra@deltaww.com
 Smarter. Greener. Together