TM Point/CSM State Fault Case Handling Process - DEDICATED ATT NUMBER. Walk-in/ Email to respective CSM Office / TM Point. Report / compliant on Technical Fault (Streamyx & Telephony). Customer. START. Review & match the Case history. KCI. Update SR/ Report with proper remark.
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Walk-in/ Email to respective CSM Office / TM Point
Report / compliant on Technical Fault (Streamyx & Telephony)
Review & match the Case history
Update SR/ Report with proper remark
Update customer based on remark in SR/TT/ WebSTARS
Forward email to firstname.lastname@example.org for further action
Source from email
CSM / TMPoint
Call ATT Back End Hotline Number (037844 6255)
Do not reveal this hotline number to customer
Advise customer on restoration progress and customer will be updated on restoration status
Reachable (within 3 attempts)
Email to email@example.com for further action
Pass the call to customer for further case solution
Perform Inbound Troubleshooting checklist
Update proper remark in SR / TT and proceed to close SR
Create TT and keep the SR open in CSR individual basket for severity of escalation
Case to be follow up by dedicated ATT agent (end-to-end) till case solved
ATT to keep the SR open in individual basket.
ATT to perform callback (agreed best time) for further case solution match
Process Guideline / Responsibilities