2025 New Rules

Internal Communication & Task Handling Guidelines

1. No Direct Verbal Communication with Developers

   • Developers will not engage in direct verbal communication with the Support or Sales teams.

   • Any discussions or clarifications related to development must go through the Branch Head or Team Leader (TL).

   • TLs are authorized to directly coordinate with developers for technical discussions.

2. Customization Requests & Approvals

   • Every customization request, regardless of whether it seems basic, must be acknowledged and approved by the client via their official email ID.

   • The task must be marked with the “Customization” tag and should include a screenshot of the client’s approval.

   • Team members can optionally add a voice note to the Disha task for better explanation.

3. Customization Task Assignment

   • Customization tasks will only be assigned to developers after approval from the Branch Head or Mehak Ma’am.

4. Client Communication via WhatsApp Groups

   • A dedicated employee will be assigned to manage and respond in client WhatsApp groups.

Creating a WhatsApp group with each client is now mandatory for ongoing communication and task tracking.

Dedicated Resource for Data Handling

• The company will hire a dedicated employee responsible for data sorting and preparation.

• This person will manage editing, downloading, and formatting data from scratch to align with the exact requirements of the developers.

Their primary responsibility will be to ensure that all data is clean, organized, and developer-ready, minimizing errors and saving developer time.

Mandatory Testing & Validation by Developers

• Every ticket completed by a developer must be thoroughly tested on the developer’s end before submission.

• Developers are responsible for ensuring that the implemented change or fix does not affect other pages, tabs, or database tables within the software.

• For example, if a feature is added to the Billing Page, it must also be tested on the Print Page and the Client Profile (if relevant).

• Developers must test all linked areas and ensure full functionality before marking the task as complete.

• Screenshots are mandatory for each area affected or updated.

If a task is reopened due to incomplete work or missing testing, it must be resolved on the same day, and may result in extended working hours for the responsible developer.

7. Pre-Check by Support & Sales Team

   • The Support and Sales teams must verify and reproduce the issue before raising a task for the developers.

   • Only clearly validated issues should be forwarded to the development team to avoid unnecessary workload and miscommunication.

8. Testing of New Software Copies

   • All new software setups will be pre-defined and fully tested by 10th June.

   • Each copy must undergo 100% deep testing to ensure error-free delivery and client satisfaction.

9. Client Commitment Form

   • The commitment form must include the client's business name for proper tracking.

   • It is the responsibility of the salesperson to ensure this form is correctly filled and uploaded.

10. Professional Communication Standards

• All WhatsApp communication with clients and internal team members should be professional, respectful, and polite.

Messages should include proper greetings, soft language, and "Regards" or similar sign-offs to maintain company standards.

11. Recording of Support Trainings & Google Meets

• All support trainings, onboarding sessions, and Google Meet calls must be recorded.

• These recordings should be uploaded to the company NAS for:

  • Internal cross-checks

  • Quality audits

  • Providing a copy to the customer if required

This ensures transparency, consistency, and easy reference for future support or training needs.

12. Unified Support Responsibility

• The Support Team functions as one unit.

• If one team member is unavailable or busy, another support team member must immediately take over the responsibility of answering client calls or WhatsApp messages.

Delayed responses are not acceptable—timely communication is critical for customer satisfaction.

13. Multi-Point Task Handling

• If a task contains multiple points, it must remain in the "In Progress" status until all points are fully completed.

• Developers must upload supporting testing screenshots for each individual point.

Only after verifying that all listed points are done and tested, the task should be updated to "In Review" for final approval.

14. Professional Task Creation by Support & Sales Teams

• All tasks opened by the Support and Sales teams must be written in clear, professional English.

• Use tools like ChatGPT (free) or Google Gemini to correct grammar and improve clarity before submitting.

Proper communication reflects professionalism and helps the development team understand and execute tasks efficiently.

15. Error Tag & Same-Day Resolution Policy

• If a task involves a software error that is blocking the client’s work, it must be clearly marked with the “Error” tag.

• Such tasks will be prioritized and must be resolved by the developer on the same day.

• These tasks should not include any changes or customizations. If they do, the task will be rejected and must be resubmitted properly.

This policy ensures urgent error resolution without mixing it with general feature requests.

16. Developer Compliance on Approved Customizations

• Once a customization is approved by the Branch Head, developers are not permitted to deny or reject the task.

All approved customizations must be executed as instructed, following proper guidelines and timelines.

17. Mandatory WhatsApp Groups with Clients

• The company has initiated the hiring process for a dedicated team member to manage WhatsApp chats and groups.

• It is now mandatory to create a WhatsApp group with each client to ensure faster communication, better tracking, and timely support.

This will help streamline updates, task sharing, and issue resolution.

18. Follow-Up Calls by Sales Team Upon Support Request

• If Aman or any other Support Team member requests the Sales Team to call a client, the call must be made within 48 hours.

• If the client does not respond, at least 3 call attempts should be made at different times.

After each attempt, notes must be updated in Disha to ensure proper tracking and accountability.

19. Lead Validity & Reminder Rule Update

• The lead validity period is now reduced from 30 days to 15 days.

• Any reminder pending for more than 30 days without important or actionable information will be considered null and void.

Teams must ensure timely follow-ups and provide relevant updates within the revised timeframe.

20. Lead Ownership & Follow-Up Policy

• The Lead Policy Document is approved by Parbhat Sir.

• If a lead is only added in Disha without any call or follow-up, that lead will be considered inactive.

In such cases, the lead can be reassigned or taken over by another team member to ensure timely engagement and avoid lead wastage.

✅ Lead Policy for Team Members

(Approved and enforced company-wide for all sales/support staff)

1. Tawk Leads (After Hours/Weekends/Holidays)

   • If received outside working hours, leads must be punched into Disha before 11:00 AM the next working day.

2. Tawk Leads on Leave

   • If received in the evening and the assigned person is on leave the next day, the lead will be reassigned.

3. Leads Marked as “Purchased Another Software”

   • If the reminder is removed, other team members are allowed to take over the lead.

4. Converted Lead with Branch Expansion Potential

   • If it’s mentioned in notes that the client is planning for other branches/services but not marked as “Customer”, the lead can be taken over by the support/sales team.

5. No Follow-up on Potential Upsell Leads

   • If such intent is noted but no follow-up is made, the lead will not be considered yours.

6. New Lead with No Follow-Up

   • If no action is taken within 1–2 days, the lead can be taken over by another team member.

7. Assigning Tawk Leads to Team on Leave

   • Not allowed. Tawk leads should not be assigned to team members who are on leave.

8. Leads Marked NR / Switched Off

   • If marked from the first day and no follow-up, the lead should be reassigned.

9. 30-Day Rule Not Applicable to Certain Statuses
   The 30-day protection rule does not apply to leads with the following statuses:

   • Postponed

   • Not Interested

   • Low Budget

   • Already Using Software

   • Not Received

   • Language Barrier

   • No Potential

   • Wrong Number

   • Invalid Number

   • No Salon

   • Gym Closed

   • Purchased Another Software

10. Leads Attended Only 2–3 Times with No Reminder

    • If no further follow-up or reminder is set, the lead will be reassigned.

11. Re-Assigned Existing Lead Ignored

    • If an old lead is re-shared and no action is taken within 2–3 days, the lead will be reassigned.

12. Clashing Lead – Internal Agreement

    • If a lead clashes, any mutual agreement (50/50 or transfer) must be recorded clearly in Disha notes.

13. Lead with Two Numbers – Inactive vs. Active Follow-Up

    • If one person has the lead but hasn't followed up, and another person has a different number and has followed up, the lead goes to the one actively following up.

14. Lead with Two Active Follow-Ups

    • If both persons are following up on different numbers, the lead will be considered 50/50 shared.

15. International Lead Format Policy

    • All international numbers must include the country code with ‘+’ and be saved in Disha Address field (e.g., +97155665...).

    • Indian numbers must not have spaces (7888491159).

    • This ensures consistent lead storage and avoids lead clashes.

16. International Lead Calling Time – Eastern Countries

    • Leads from:

      • Australia, Bangladesh, Fiji, Guyana, Kenya, New Zealand, South Africa, UK, Zimbabwe

    • Must be called before 6:00 PM IST.

17. International Lead Calling Time – Western Countries

    • Leads from:

      • Bahrain, Canada, Mexico, Philippines, United States

    • Must be called before 1:00 PM IST.

18. Morning Group Leads & Late Reporting

    • If a lead is shared in the group early morning and a team member joins late, they cannot mark a thumbs-up for that lead.

19. Leads Without Reminders

    • Any lead found with no reminder set can be taken over by another team member.

Reporting & Asset Policy:

1. Any issue related to PC, washroom, pantry, hardware, software, or any other facility must be reported only to the Branch Head. Please allow up to 7 days for resolution.

2. Slow-performing phones will be replaced only after formatting and other troubleshooting steps are completed.

3. If a phone is physically damaged, the company will not replace it until you get it repaired.

4. If the UPS is left turned on, a fine of ₹200 will be charged.

5. All headphones must have your name labeled on them. If found broken, you will be fined the full replacement cost.

6. If any phone or company asset is lost due to your negligence, you will be required to pay the billing amount to the company.

WhatsApp Support Protocol – Shreya’s Roles & Guidelines

1. Client Introduction & Error Reporting
   Shreya will be added to all client WhatsApp groups. She will introduce herself as follows:
   "Hi, I’m Shreya, your support agent on WhatsApp. Kindly share any issue you’re facing or send a photo of the error here. I’ll ensure it gets resolved promptly."

2. Escalation of Critical Issues
   If the issue is primary or urgent, Shreya will immediately coordinate resolution with Yuvraj or Palwinder.

3. Biometric & WhatsApp Tasks
   Shreya will open support tasks related to biometric integration or WhatsApp automation, as required.

4. Training Coordination
   She will schedule and align training sessions for support teams in a timely manner.

5. Ticket Status Updates
   If a client inquires about an existing ticket:

   • Shreya will review Disha's sheet and the developer's daily task list.

   • If the task is scheduled for the day, she will ensure it’s completed and respond to the client the same day.

   • If not scheduled, she will inform the client it will be done by the next day and request Mehak Ma’am to prioritize accordingly.

6. Data Task Handling
   Shreya will initiate data-related tasks as needed. These will be treated as her second priority.

7. WhatsApp Response Priority
   Shreya’s top priority is to respond promptly to clients in WhatsApp groups.

8. Call Management
   Shreya’s phone should not receive incoming calls. All her calls must be permanently routed to Mansi.

9. WhatsApp Support Promotion
   Shreya should actively promote common support services via WhatsApp such as:

   • Bill generation

   • Printing issues

   • SMS templates

   • Add/remove features

   • Recharge SMS

   • Password reset

   • Email-related issues

   • Bill deletion

   • General system errors

10. Sales & Support Interaction Protocol
    No salesperson should add the support team to a client WhatsApp group within the first hour of the client’s initial message.

11. Scheduled Support Calls
    The WhatsApp and Biometric support teams must adhere to scheduled call timings. A delay of 5–10 minutes is acceptable, but not beyond that.

12. Sales Task Protocol
    Sales team members must open data-related tasks only after thorough cross-checking.
    Developers should not be forced to mark tickets as “Awaiting Feedback” due to missing inputs caused by oversight from the sales team.