FLOW MIND MAP

Document New Phone Call

01

Yes

Understand purpose of call

Is there an Existing profile?

Create new profile SAP C4C (Name, phone number, Zip code)

No

02

Review if it is same ticket and update it.

Yes

Is there an existing case?

No

Create new case in SAP C4C

Have a De'Longhi product

03

Contact & Support PHONE 800 DLONGHI (800 356 6444) 800 00 BRAUN (800 002 7286)

Doesn't have a De'Longhi product

Create a ticket

Crisis Plan

The contact form on the website https://www.delonghi.com/es-mx/contact-us

1.1

Step

Have a De'Longhi product

A) Troubleshoot B) User Manual

Ask for the email and send the request

B)

more

Close case

Troubleshoot solution Solved?

A)

Yes

Close case

No

Go to step 1.2

1.2

Step

2)

Magnetos Branch

Internally escalated case in C4C

Create a delivery guide to send customer's product to magnetos branch

1)

MEXICO Repair Center (Santos)

Received the case with customer's and product's information

Santos establishes contact with customer (diagnose analysis)

Magnetos establishes contact with customer on repair status.

Creates shipping guide

6 Days window to provide consumer product's feedback and update status in C4C ticket.

Provides address of repair center CDMX

NOT Repaired

Repaired

Provides Home assistance

Collects product

Step 1.4

1.4

Step

The Service Center has the product

Unrepairable unit

Notify the customer via email that the product will be replaced

Replacement must be made

What happens to the original unit?

Service Center (Magnetos) sends product back to Santos

A request is filed and an order is sent to customer of the new product.

Ask to cut cord when the product is for: Air treatment Heaters Kitchen Braun

Don't ask to cut the cord for: FACM PUMP

Internal Message is created sharing the New Clients Guide.

Email is sent to the customer with the NEW GUIDE of their product.

Customer receives replacement

Santos receives the original unit

Once the customer warranty service has been applied or a replacement has been offered and these options were denied.

Agent validates consumer data.

Step

Case is externally escalated to Mexico

1.5

Diagnostic card template is filled

Mexico De’Longhi team sends email informacion with Diagnostic card template to the customer

Mexico's Head of consumer Care team approves the diagnostic card template and uploads it as internal memo on C4C

Sales director needs to validate Diagnostic Card template

Consumer goes to retailers and delivers diagnostic card template.

view template