Introduction - Robobai customer support fills a specific enquiry field to classify each ticket in Freshdesk upon creation of ticket.

Scope: All ticket should be classified according to the guidelines below.

Maintenance: Quarterly

Owners:

Users

- Robobai Customer Support 


Description and guidelines:

  • Onboarding Enquiry- The supplier enquire regarding onboarding process, including if they will onboard or not.
    • Onboarded - If the supplier onboarded while on the call.
    • Refuse- The supplier advises they will not participate in the SLM process due to the following reasons:
      • Fee - The supplier decline to pay for the fee associated with onboarding.
      • Documentation/Confidentiality - The supplier decline to provide details/documents through the SLM platform.
      • Small scale supplier - The supplier's earning is not enough to cover the fee they need to pay for the platform or they are not earning enough from Inghams. Hence, they decline to onboard.
      • Not interested 
      • No longer a supplier - The supplier's last transaction with Ingham's was six months ago or so.
    • Remove- The supplier is exempted from SRLM exercises due to:
      • Grower - The supplier is actually Growers who grow supplies for Inghams such as poultry, poultry supplies, feeds, etc.
      • Ingham's advise - Ingham's provided instruction that the supplier will not participate or exempted. Communication received via email.
      • Duplicate - The supplier has two company names with one ABN/NZBN or changed company name and both names have been captured on the Masterfile/SLM platform.
      • Not a supplier
    • Will confirm with Ingham's - The supplier has a conversation with Ingham's and waiting for status if they need to onboard or if they will be exempted.
    • Need to add supplier in SLM - The supplier is not on the SLM platform.
    • Agreed and will onboard ASAP - If the supplier advised that they will onboard soon or in the future. Typically they are waiting for approval or confirmation internally.
    • Enquiry - The supplier enquires regarding the following:
      • Invoice sent - The supplier did not receive the invoice after onboarding or requesting another copy. The invoice can be resent through the platform or through email.
      • Link sent - (Should use Login issue > SLM URL provided)
      • Azure invitation sent - If Azure invitation sent due to no login attempt or to promote SLM platform onboarding.
      • SLM enquiries - The supplier making general enquiry such as why they need to onboard, what is SLM platform, etc. with no further action required from CSO.
      • No answer - Typically used when CSO called the supplier regarding onboarding follow-up.
      • Left message - Typically used when CSO called the supplier regarding onboarding follow-up.
  • Login issue - The supplier enquiring how to login or encounters login issue.
    • Need to add Supplier to SLM - (Should use Onboarding> Need to add supplier to SLM)
    • Purple / White screen issue - The supplier can only see purple or white screen after clicking the get started button on SLM invitation.
    • Add contact- The supplier is requesting to add or change contact details on the platform. We can:
      • Add email address - The supplier requested to add a contact. Email address should be added on the SLM platform and Azure. 
    • Delete contact - Enquirer advising he/she is not the contact for the SLM onboarding. The email address should be deleted from both SLM platform, Azure and Vendor Masterfile. CSO should obtain correct contact person/detail if possible.
    • Azure invite  - The supplier did not receive the invitation email. The invitation should be resent through Azure.
    • SLM URL provided  - The supplier requesting for the link to the platform.
    • Added to SLM - The supplier encountered error logging in and user (email address) was added to SLM platform.
    • Error 403 - The supplier encounters this error when trying to login.
    • Redemption failed - The supplier encounters this error message when logging in.
    • Supplier security issue - When the supplier declines to login because they will need to click a link or use a specific browser.
    • Not able to edit supplier details - The suppliers not able to edit their details before logging in.
    • Unable to link user to supplier -  Error on the SLM platform which needed to be escalated to SRLM via service desk. 
    • Credential is not being recognized  - Error message on logging in to the SLM platform.
    • Password Set-up - When the supplier contacted and requested assistance to set up their password.