Project Samridhi Mumbai LA

Scenario

SOP to be followed

What is this project?

1.Earlier partner hubs covered a large area, typically spanning 10–12 sq km, and in some cases even up to 15–16 km. UC has addressed this issue, and the hub sizes have now been significantly reduced.
--> 30% hubs are: Only 3-5kms
--> 40% hubs are: 6-8lms
Hubs size have been reduced further.
"Traffic-prone areas have been taken into consideration during the hub restructuring process."
2. If customer is asking for extra services then partner will have to add it in the estimate and

What changes for Partners?

Key Points for Partners:
- Partners are assumed to be available for 12 hours every day, all 28 days in the month.
- Partners don’t need to mark when they're working. Instead, they should only mark leave when they're not available.
- Leave can be marked in macroslots, based on the partner's job category. 1-hour slots are no longer allowed.
- Partner availability during peak hours will now decide:
• Eligibility for Minimum Guarantee (MinG) payments.
• Inclusion in the Performance Improvement Plan (PIP) category.
- This system aims to bring more jobs, faster bookings, and better earnings for those who stay active and available—especially during peak times.

General FAQs

1. Ye kis type ke partners ke liye applicable hoga?
Ye saare Large Appliances Mumbai k SOM partners ke liye applicable hai.

2. Agar partner kisi aur location se booking kare toh rebooking leads ka kya hoga?
Aapko maximum 10 km ke radius mein rebooking leads mil sakti hain. Rebooking leads wo leads hai jaha customer ne apko 5 Star diya hai aur apke kaam se khush hai

3. Minimum Earning mein kya change hua hai?
Agar aap peak hours mein available nahi hote, toh uska impact aapke Minimum Guarantee earnings pe padega.

4. Peak hours kaunse hain?
Peak hours hain: Subah 9-12 baje aur shaam 5-8 baje.

5. Naye leads kitni jaldi milenge?
Aapko naye leads booking time se 25 minutes pehle mil sakte hain.

6. Agar customer job delay kare ya partner late ho jaye toh kya hoga?
Estimate accept hone ke baad slot block ho jata hai. Agar doosri job overlap karti hai toh current job ko pause karke manage kar sakte ho. Job overlap tabhi ho sakhti hai agar apke pass estimate se pehle hi booking aayi ho, nhi toh estimate k baad time adjust ho jayega aur apko booking end time k baad ki hi booking ayegi

7. Customer unavailable hai aur estimate accept nahi ho raha toh?
20 minutes ke baad estimate auto-accept ho jata hai. App mein ‘Customer is not at home’ select karke aap aage badh sakte ho.

8. Partner 25 minutes mein kaise pohchega?
Hubs ko chhota banaya gaya hai taaki travel time kam ho.

9. Agar extra kaam ho gaya toh kya hoga?
Jaise hi aap estimate bhejte ho, calendar naye estimate ke hisaab se block ho jata hai. Agar 30 mins ka kaam 90 mins ka ho gaya, toh aapka 90 mins block ho jayega.

Scenarios & Agent Scripts

1. Partner Unsure About Daily Availability

Situation: Partner poochta hai ki kya roz availability mark karni padegi?
Agent Script:
"Hi [Partner Name], naye system mein aapko default full-time available maana jata hai. Roz availability mark karne ki zarurat nahi hai. Sirf jab aapko break chahiye ho, tab 2, 3 ya 4 hours ka macro slot OFF mark karna hai — jo aapke service type pe depend karta hai."

2. Concern About Reaching Customer in 25 Minutes

Situation: Partner ko lagta hai ki 25 minutes mein pohchna mushkil hai.
Agent Script:
"Ab humne hubs ko chhota aur local banaya hai. Isse aapko jo customer milenge wo paas mein hi honge. Just make sure ki aap apne assigned hub ke aas paas hi ho jab aap available ho."

3. Lead Assignment Timing

Situation: Partner poochta hai ki naye leads kab milenge.
Agent Script:
"System ab leads booking time se 25 minutes pehle assign karta hai. Isliye hub ke paas hi rahiye aur ready rahiye job accept karne ke liye."

4. Leave During Minimum Guarantee Plan

Situation: Partner chhutti lena chahta hai aur poochta hai ki MinG pe effect hoga ya nahi.
Agent Script:
"Aap non-peak hours mein chhutti le sakte ho bina MinG pe effect ke. Lekin agar aapko peak hours — 9 AM–12 PM aur 5 PM–8 PM mein active rehna zaruri hai."

5. Missed MinG Plan Discount

Situation: Partner ne apna MinG plan time pe renew nahi kiya aur discount miss ho gaya.
Agent Script:
"Discount sirf 48 hours ke andar renewal pe milta hai. Agar wo window miss ho gayi hai, toh as per policy, discount wapas provide nahi kiya ja sakta."

6. Rebooking Leads from Different Location

Situation: Partner doosre area mein hai aur puchta hai ki rebooking leads milengi ya nahi.
Agent Script:
"Agar aap apne registered hub se 10 km ke andar ho, toh aapko rebooking leads milti rahengi. Lekin agar aap zyada door chale gaye ho, toh lead flow kam ho sakta hai."

7. No Leads Despite Being Active

Situation: Partner bolta hai ki wo available hai fir bhi leads nahi mil rahi.
Agent Script:
"Chaliye kuch cheezein check karte hain — kya aap apne hub ke paas ho? Kya aapne current macro slot ke liye availability mark ki hai? Aur kya yeh peak hour hai? Agar sab sahi hai aur demand hai, toh aapko leads milni chahiye. Agar issue continue kare, toh hum isse escalate bhi kar sakte hain."

8. Customer Delays the Job Start / Overlapping Job

Situation: Partner bolta hai ki customer late ho gaya ya doosri job overlap kar rahi hai.
Agent Script:
"Jaise hi customer estimate accept karta hai, aapka wo time slot block ho jata hai. Agar aap kisi aur job mein ho, toh please app ka ‘Pause’ option use karo taaki aapka calendar manage ho sake."

9. Estimate Not Accepted by Customer

Situation: Partner bolta hai ki customer estimate accept nahi kar raha.
Agent Script:
"Agar 20 minutes tak estimate accept nahi hota, toh system auto-accept kar lega. Aap ‘Customer not at home’ option select karke aage badh sakte ho."

10. Extra Work Hai – Calendar Block Kaise Hoga?

Situation: Partner kahta hai ki customer ne extra service maangi.
Agent Script:
"Jab aap estimate send karte ho, aapka calendar new estimate ke time ke hisaab se block ho jata hai. Agar customer ne pehle 30 mins ka kaam book kiya tha, lekin ab 90 mins lag rahe hain, toh calendar 90 mins ke liye block ho jayega."

11. Macro Slot Marking Confusion

Situation: Partner ko samajh nahi aaya ki agar wo kuch der unavailable hai toh kya kare.
Agent Script:
"Agar aap kisi bhi macro slot ka part available nahi ho, toh poora slot OFF mark karo. For example, agar aap 5–6 PM ke beech unavailable ho, toh pura 5–8 PM ka macro slot OFF mark karo."

Hup Map washing Machine Mumbai
https://www.google.com/maps/d/u/0/edit?hl=en&mid=156B-g8kuPEx5wlhZ-wCz5thqnVe9eCY&ll=19.1876268852874%2C72.99003466674803&z=12

Refrigerator Mumbai Hub Map
https://www.google.com/maps/d/u/0/edit?hl=en&mid=18LEgI7MlH7zPWiuZ8kJ0JnaaAliuAH4&ll=19.18660323832569%2C72.97921999999998&z=9

Microwave Mumbai Hub Map
https://www.google.com/maps/d/u/0/edit?hl=en&mid=1TcPtEHCXXCkC7kmz-3SAjYaQzpQtq6k&ll=19.18660323832569%2C72.97921999999998&z=9