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HELP - BHEL-IS

1. a Download attachments b Click on Forward it to BHEL units link c Fill details upload the downloaded attachments and send Refer to Page 20 section 5 8 C Users admin Desktop CIP customer_interaction_portal manual docx Page 17 of 30 CUSTOMER INTERACTION PORTAL 5 6 SUBMIT PDC Complaint No 422 Action Plan Choose File No file chosen Cancel Write action plan 1000 words max Select PDC i e Probable date of completion Choose files for attachment max Size 10MB Click on Submit PDC i A mail will be send to customer to inform about status change C Users admin Desktop CIP customer_interaction_portal manual docx Page 18 of 30 KE CUSTOMER INTERACTION PORTAL 5 7 CLOSE COMPLAINT Complaint No 422 Attachments Choose File No file chosen Close Complaint Write detailed resolution 1000 words max Upload documents max 10MB Click Close Complaint button A mail will be send to customer to inform status change C Users admin Desktop CIP customer_interaction_portal manual docx Page 19 of 30 f 017 5 07 CUSTOMER INTERACTION PORTAL 5 8 COMPLAINT TO BHEL UNITS Internal Customer Complaint Portal Welcome Vidit Jindal Log Cut Stafinumber 6122795 Designation Engineer Deosrtment IT Services Unit Industry Sector New Complaint Your ID
2. apisyno suonpeJajul 1 015 2 0 SPUN WO 204 8 uejd jo 5gss suoidey suuf 0 ute 5592014 5 5 095 5 018 510 9 uoy 204 5 uejd jo uoissiuugns Ag uoy jurejduuoo jo uoissiuugns YIWOLSND 55920101 yun gt gt 0 2 104 1 uonnjosay jurejduio Page 5 of 30 C Users admin Desktop CIP customer_interaction_portal manual docx CUSTOMER INTERACTION PORTAL 3 ACTIONS FLOWCHART Bussiness Group Officials register a customer on internal portal and share the BHEL 15 customer unique ID generated thrrough internal portal Business Group Customers register on the Portal through email verification e Wait for authentication Customer e Business Group Officials verify the customers details and authenticate 15 Business Group Customers can login and start interactions complaints queries feedback Customer On receiving a complaint business groups can either forward it to BHEL units or respond to customer with probable date of completion or close it with BHEL IS Business Group proper resolution C Users admin Desktop CIP customer_interaction_portal manual docx Page 6 of 30 CUSTOMER INTERACTION PORTAL 4 CUSTOMER INT
3. 22 PM selectl 20 eso amp FP Jagdishpur 8 5 2014 1 39 28 5 2014 2 35 58 Select es mail 8 5 2014 1 16 47 8 5 2014 2 13 17 Failure of Blow Off valve at SAIL Select 18 1 TEST 7 31 2014 4 27 16 7 31 2014 12 00 00 Rourkela Unit 1 Select 17 CSU amp FP Jagdishpur testing Select 16 TEST testing 1 7 25 2014 2 13 10 7 25 2014 12 00 00 AM 1 Select 15 1 TEST testing 1 E 7 25 2014 1 58 50 PM 7 25 2014 12 00 00 AM 7 25 2014 1 49 12 PM 7 25 2014 12 00 00 AM 7 25 2014 1 48 37 PM 7 25 2014 12 00 00 AM 14 TEST test Select 13 TEST test m 7 25 2014 1 45 34 PM 7 25 2014 12 00 00 AM 12 res testing Replied 7 25 2014 1 24 43 AC DC EMU rakes supplied to 11 1 HEP Bhopal 7 3 2014 2 54 06 7 2 2014 Central Railway problems therein Premature failure of SR 1 pump to Select 10 3 EDN Bangalore Complaint Closed 7 8 2014 11 41 25 AM 6 25 2014 radiator pipe of loco 31341 Faiture of BUD relay of Selectl 9 1 ITP Jhansi _ lt 16 2014 3 30 13 6 16 2014 a i aa C Users admin Desktop CIP customer_interaction_portal manual docx Page 22 of 30 CITEA CUSTOMER INTERA
4. vidit bhel in Unit Corporate Office Project A Generic Type Others Complaint number 1 Subject test subject sno Attachments ActionPlan PDC status Date Time 1 test desc report pdf initiator reply 4 1 2014 2 01 58 2 reply test ISb 2 goals Vidit R docx action test Reviewer Reply 4 1 2014 2 28 11 PM 3 reply test2 Catcher in the Rve pdf action test 2 4 24 2014 Reviewer Reply 4 1 2014 2 30 30 widitg bhel in Unit Industry Sector cc Write Reply Add File File Upload Choose File No file chosen It allows the user to add email select unit and add reply with option to attach files a Enter the information b Click on Send Button to submit c Mails will be sent to all the concerned users and GM quality of the unit A mail will be also sent to corporate quality if the complaint is of Generic type C Users admin Desktop CIP customer_interaction_portal manual docx Page 24 of 30 a UU 3 077 affe CUSTOMER INTERACTION PORTAL 6 BHEL UNIT S INTERFACE After a complaint is entered in the application by Industry Sector a mail is sent to all the concerned personals On receiving a mail from complaint _is bhel in also check in junk folder following steps need to be taken a Click on the link mentioned in Email It looks like http 10 6 1 5 interna
5. vidit bhel in To 7 between any two email ids Unit CSU amp FP Jagdishpur M Customer Complaint Number Customer Email Select Customer Project Name amp 764640301 Customer Project Name CPC Select for Generic Complaint Type of Generic Complaint Others Subject Description File Upload Max 10 Choose File No file chosen Add File Enter your mail ID Enter recipient s mail ID Only one Email id Enter CC recipients mail IDs Multiple email ids separated by Select Unit Customer complaint number will get filled automatically if required Customer Email Auto filled or enter of you want to send an acknowledgement Select Customer Project Name and from dropdown if CPC is not present in dropdown then select NA h Enter Customer Project Name Autofill Optional if above field is NA i Enter CPC Autofill Optional if above field is NA j Select the checkbox if complaints are generic nature corporate quality will receive the copy of generic complaints k Select complaint type from dropdown if complaints are of generic nature Enter Mail subject C Users admin Desktop CIP customer_interaction_portal manual docx Page 20 of 30 f 017 5 07 CUSTOMER INTERACTION PORTAL m Enter description of mail Select files for upload o Click on Send button Mails will be sent to all the emails mentioned quality heads of respectiv
6. CTION PORTAL 5 9 1 ADD OR VIEW NEW REPLIES INFORMATION FOR A COMPLAINT If you want to view or add particular information related to a complaint a Click select link present in the table b Following window appears Product Complaint Redressal Portal Welcome Vidit Jindal Log Out Staffnumber 6122795 Designation Engineer IT Department Planning amp Management Services Unit Industry Sector Complaints New Complaint Creator vidit amp bhel in Reviewer vidit bhel in Unit Corporate Office Project SS Generic Type Others Complaint number 1 Subject test subject test desc Ireport pdf initiator reply 4 1 2014 2 01 58 PM 2 reply test ISb 2 goals vidit R docx action test Reviewer Reply 4 1 2014 2 28 11 PM reply test2 Reviewer Reply 4 1 2014 2 30 30 Catcher the Rye pdf action test 2 4 24 2014 HIT COUNT 64 v 2 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Feedback This window shows the previously submitted information and replies c Click on Add comment to submit new information OR click on Close thread to close the particular complaint C Users admin Desktop CIP customer_interaction_portal manual docx Page 23 of 30 Caf va s 07 2 CUSTOMER INTERACTION PORTAL After Clicking on Add comment following window appears Creator vidit bhel in Reviewer
7. EGISTER NEW 10 2 4 VIEW PREVIOUS COMPLAINT 3 22 iei iet ro pt de a reip esce ore o iei ue 11 4 5 SUBMIT QUERIES AND FEEDBACNK 2 treten 12 5 BHEL IS BUSINESS GROUP OFFICIAL S INTERFACE eese nnne nnne nennen 13 5 1 LOGIN c M 13 5 2 CUSTOMER REGISTRAT nee iie tert pente nee Ne eee 14 5 3 CUSTOMER 15 5 4 VIEW CUSTOMER 5 7 16 5 5 FORWARD COMPLAINT TO BHEL UNITS 17 5 6 5UBMIT PDC RR mer ER reed cease E Rene Umm 18 527 CLOSE COMPLAIN Teressa EET 19 5 8 COMPLAINT TO BHEL UNITS EE REE ESSER A 20 5 9 VIEW COMPLAINTS SUBMITTED BHEL 22 5 9 1 ADD OR VIEW NEW REPLIES INFORMATION FOR A 23 6 UNIT SINTERFAGE ite rte eren tne e ER E a ue tuo e eene 25 Je EE 27 8 COMPLAINTS CAPTURED BY OTHER 5 0 0 28 9 EEUU 29 10 DISCLAIMER T e de 30 C Users admin Desktop CIP cust
8. ERFACE a BHELIS Business groups will send the IDs for registration purpose to all customers Customers can visit www bhelindustry com and go to customer interaction portal CIP c Customer can register themselves with ID provided by BHEL and wait for authentication BHEL official is required to authenticate customer within 24 hrs of receiving of request d After Authentication customer has option to submit new complaint view status of previous complaint and submit queries and feedback LI BHEL Industry Sector About Us Links Industry sector was established as a separate business segment in 1982 to design manufacture supply and BHEL Home offer services for a broad range of systems and individual products such as coal and gas based captive power plants including co generating and combined cycle plants industrial boilers and auxiliaries waste heat recovery boilers gas turbines heat recovery steam generators steam turbines and auxiliaries pumps HT Customer Interaction Portal CIP motors centrifugal compressors drive turbines oil rigs well heads and Christmas trees transformers reactors switch gear insulators photo voltaic modules electric locomotives track machines electrical propulsion systems and others for power utilities and a number of other industries including oil and gas and mining as well as process industries such as cement fertilizers sugar and paper industrie
9. INDUSTRY SECTOR CUSTOMER INTERACTION PORTAL USER MANUAL Internal Users 2274 September 2014 310 5 edt gelfdeaew fries Bharat Heavy Electricals Limited aa Industry Sector vea HRATeea Integrated Office Complex eir ws GE Lodhi Road New Delhi 110 003 C Users admin Desktop CIP customer_interaction_portal _manual docx Page 1 of 30 CUSTOMER INTERACTION PORTAL A customer is the most important visitor on our premises He is not dependent on us We are dependent on him He is not an interruption in our work He is the purpose of it He is not an outsider in our business He is part of it We are not doing him a favour by serving him He is doing us a favour by giving us an opportunity to do so Mahatma Gandhi C Users admin Desktop CIP customer_interaction_portal _manual docx Page 2 of 30 017 5 07 CUSTOMER INTERACTION PORTAL CONTENTS 1 INTRODUCTION ne teen eevee tee ene eee oes 4 2 SYSTEM FLOWCHART ii ierit ton re reU 5 3 ACTIONS FLOWCHART e a 6 4 CUSTOMER INTERFACE eR po Eun ph Fees Fue EXT Eee ku EE Ree RUE ER FREE Dd 7 4 1 REGISTRATION PROCESS terze p a edict Geen 8 4 2 LOGIN PROGESS oie e ero e eR E Bar REA OEN O PIE PE root 9 4 3 R
10. No Customer ID jindalvidit88 email com test Ack Date test Project Stage Under Execution Complaint Date 9 3 2014 11 52 5 Forward Units gem Links of actions that Closure Date I are allowed on this anning amp W m Close conppiaint poem Management 4 d complaint 9958590076 vidit bhel ii Complairk Customer ID jindalvidit amp amp aemaiL com Ack Date yehdh 41 Project Stage Executed 5 9 3 2014 11 32 43 Complaint Date 8 25 2014 2 03 2 Details of single PC 9 18 2014 BHEL Contact Vidit Jindal point contact in Closure Date Planning BHEL for your 13 2014 11 26 54 DAE Management gt complaints 9958590076 vidit amp bheL Complaint N There four stages Three dates get updated Action Plan Along with PDC this information gets updated with Awaiting response When no action has been taken Acknowledgement Date Date on required documents action was taken on your complaint Acknowledged When you forward this complaint Resolution Along with closure to BHEL BHEL units or to internal PDC Probable date of completion date this information gets updated Complaint N pa a Probable Date when your complaint with required documents PDC available When you submit probable date of will be resolved completion with action plan Closure Date Date on which your Resolved When you close t
11. PDC and action plan iv Close complaint with resolution Submit new internal complaint View comment and close internal complaint f View reports C Users admin Desktop CIP customer_interaction_portal manual docx Page 13 of 30 CITEA Affe CUSTOMER INTERACTION PORTAL 5 2 CUSTOMER REGISTRATION INTERNAL m ustomer Complaint Portal 1 Welcome Vidit Jindal 109 Out Staff Number 6122795 Designation Engineer IT Department 1T Services Unit Industry Sector Complaints New Complaint Customer Complaints Customer Registration Customer Authentication Reports CPC Bid ID Entry Share this ID i e Customer UID number with Vidit Jindal Vidit Jindal IT Services Customer Project Name CPC Bid ID This ID will be required by customer to Customer Name create account Person Responsible for Technical Complaints Staff Number Fil Name Phone Number Email Click here if you want to search details of Department Person Responsible for Commercial Complaints any staff num ber Staff Number Name Phone Number Email Department HIT COUNT 490 v 20 Beta BHEL INDUSTRY SECTOR Designed by PAMS Essdback All the fields are mandatory C Users admin Desktop CIP customer_interaction_portal manual docx Page 14 of 30 CITEA affe CUSTOMER INTERACTION PORTAL 5 3 CUSTOMER AUTHENTICATION osor anga Welcome Vidit Jindal Log Out 22795 Designation Engin
12. Page 11 of 30 CUSTOMER INTERACTION PORTAL 4 5 SUBMIT QUERIES AND FEEDBACK company bhel pore Customer Interaction Portal Welcome vidit jindal Log 4 New Complaint Previous Complaints Feedba Write Feedback Submit your feedback HIT COUNT 466 v 1 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Terms and Conditions Feedback a Fill the Feedback textbox with maximum 1000 words Click on Submit your feedback button c Concerned person will receive this feedback through mail C Users admin Desktop CIP customer_interaction_portal manual docx Page 12 of 30 affe CUSTOMER INTERACTION PORTAL 5 BHEL IS BUSINESS GROUP OFFICIAL S INTERFACE 5 1 LOGIN PROCESS Staffnumber Designation Department Unit Internal Customer Complaint Portal Leg In n i C LI We 3 ae i yy a ns e Lt LOGIN FMS USERNAME Enter your Staff Number I Remember Use your FMS account password HIT COUNT 466 2 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Feedback After Login you will have following options a Register customer and generate a unique ID Authenticate customers account c View complaints from customer and do following actions i Send acknowledgement to customers ii Send a complaint as an internal complaint to BHEL units iii Update complaint with
13. e BHEL unit GM corporate quality if complaint is of generic nature acknowledgment mail to customer if first time you are forwarding the complaint to BHEL 2 unit C Users admin Desktop CIP customer_interaction_portal manual docx Page 21 of 30 Car Zr aliu CUSTOMER INTERACTION PORTAL 5 9 VIEW COMPLAINTS SUBMITTED TO BHEL UNITS On this page you can find all the previously sent mails their status and their replies Internal Customer Complaint Portal Welcome Vidit Jindal Log Out Staffnumber 6122795 Designation Engineer IT Department IT Services Unit Industry Sector Internal Complaints Complaint No Comments Unit Subject Status Last Comment Date Time Acknowledgement Date Select 27 inTeRNAL es epy 9 3 2014 10 32 13 2014 11 35 22 Setect as iNTERNAL ost 9 3 2014 10 29 33 3 2014 11 32 43 Select 25 iNTERNAL es 9 3 2014 10 25 14 3 2014 11 28 23 24 inTeRNAL es 8 28 2014 4 59 21 28 2014 6 00 28 SA ID fan supplied Select 23 1 BAP Ranipet B 8 23 2014 5 36 58 8 22 2014 dysfunctional Select 22 Te thansi sioe of your make Transformer 8 6 2014 2 08 46 PM 7 21 2014 res 8 5 2014 1 45 52 evs 2014 2 42
14. e MAx 1000 Commercial is selected be Mandatory Field Enter max 1000 words by default Optional Field Select a file in pdf jpg doc xls format Max size 10MB Attachments Max 10 MB Choose File No file chosen Add File Optional Field Enter max 1000 words This Additional Comments Contact field is to provide additional contact details Optional information about personals involved BHEL official Responsibe for handling your complaints Department Planning amp Management Services Name Vidit Jindal Phone 9958590076 Email ID vidit bhel in Submit Complaint HIT COUNT 489 v 1 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Terms and Conditions Feedback b Click on Submit Complaint Button Following actions will take place i If error comes then check file size and check whether you have filled all the mandatory fields ii On successful submission a mail will be send to your registered mail id iii The status of complaint can be viewed by clicking on previous complaints Tab C Users admin Desktop CIP customer_interaction_portal manual docx Page 10 of 30 CITEA CUSTOMER INTERACTION PORTAL 4 4 VIEW PREVIOUS COMPLAINT View all the previously submitted complaints Customer Interaction Portal Welcome vidit jindal Log Out Company bhel Complaint No 422 A waiting Response Qomplaint Date 91342014 11 52 59 dmplai
15. eer IT Department Services Unit Industry Sector ram Complaints New Complaint Customer Complaints Customer Registration Users Requests for Authentication USERID CPC NAME COMPANY PHONE ADDRESS DATETIME Authenticate vidit bhel in 999999999 vidit jindal bhel 91 9958590076 lodhi road 8 12 2014 12 25 15 PM jindalvidit88 gmail com 999999999 vidit jindal bhel 91 9958590076 india new delhi 8 12 2014 1 59 26 PM Check all the user details and click here to authenticate HIT COUNT 468 v 2 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Feedback After authentication customer will be informed through an email C Users admin Desktop CIP customer_interaction_portal manual docx Page 15 of 30 CITEA Affe CUSTOMER INTERACTION PORTAL 5 4 VIEW CUSTOMER COMPLAINTS Welcome Vidit Jindal Log Out mene LZ 5 1 nternal Customer Complaint Portal Staffnumber 6122795 Designation Engineer Department Services Unit Industry Sector Cream Complaints New Complaint Customer Complaints Customer Registration Customer Authentication Reports Complaints By Customers From External Portal Aem eere subject ana Attachments heson Plan Resolution Complain Dese aditional Comments Complaint
16. he complaint with complaint gets resolved proper resolution C Users admin Desktop CIP customer_interaction_portal manual docx Page 16 of 30 CUSTOMER INTERACTION PORTAL 5 5 FORWARD COMPLAINT TO BHEL UNITS osar angs pue Internal Customer Complaint Portal Welcome Vidit Jindal Log Out Staffnumber 6122795 Designation Engineer Department IT Services Unit Industry Sector Complaints By Customers From External Portal Respon a PDC Planning amp gt A 2 2 9958590076 vidit amp bheLin Customer ID jindalvidit amp BBgmail com A h if yehdh Project Stage Executed ttachments if any Complaint Date 8 25 2014 2 03 22 can be downloaded BHEL Contact Vidit Jindal x from here anning amp gt pd Management 4 2 9958590076 vidit bhalin Complaint No Customer ID jindalvidit88 gmail com Ack Date test resolved UE EUR ProjectStage Under Execution 8 28 2014 6 00 28 Complaint Date 8 25 2014 1 19 43 sarees BHEL Contact Vidit Jindal a 2 po Plannings 8 28 2014 6 02 16 rtment Management y 4 g 2 2 9958590076 vidit amp bheLin Customer ID jindatvidit8 gmail com test Ack Date test test Project Stage Under Execution 9 3 2014 11 28 23 AM Complaint Date 9 3 2014 11 27 41 AM bip
17. l complaint reply aspx complaint b Abrowser Tab gets opened cce 10 6 1 21 user 620complaint reply aspx complaint no 1 5 Product Complaint Redressal Portal Enter your email id HIT COUNT 56 v 2 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Feedback 15 24 02 04 2014 c Enter your email Id in the Text Box and Click Confirm Button as it is required for the verification A particular person who has received the complaint mail is allowed to edit fields and rest of the users who have received CC mails are only allowed to read the information C Users admin Desktop CIP customer_interaction_portal manual docx Page 25 of 30 f 017 5 07 affe CUSTOMER INTERACTION PORTAL d The following window appears Product Complaint Redressal Portal Enter your email id vidit bhel in To Mdit bhel in Unit Corporate Office plaint Date 4 1 2014 2 01 58 vi eee TN Vidit Jindal between any two email ids From widit bhel in Sender Detail Engineer IT test subject Closure Date Reply File Upload Choose File No file chosen Add File Action Plan PDC Reply Date e The above mentioned screen displays following information i Complaint mail date complaint sent to address complaint sent to cc addresses sender details subject customer project name if entered by Industry Sector user its CPC number Whether comp
18. laint is generic in nature or not and type of complaint ii After that a table shows all the information submitted If the status in this table is 1 then it shows the particular information is from Industry Sector and if the status is 2 then it shows the information is from unit f Aparticular person who has received the complaint mail is allowed to edit fields and rest of the users who have received CC mails are only allowed to read the information To send a reply user has to follow these steps i Enter information in reply textbox ii Add any required files optional iii Enter information about action plan to be taken iv Enter PDC Probable date of completion of the submitted action plan v If you want to add any individual in CC mails then add the email address in CC textbox which is present in the top half of the screen above subject vi Check information and click on Send Button It submits the reply and sends a mail to mentioned users and GM Quality of the unit A mail is also sent to corporate quality if the complaint is of Generic type vii Repeat from Step 3 if you want to proceed further C Users admin Desktop CIP customer_interaction_portal manual docx Page 26 of 30 CUSTOMER INTERACTION PORTAL 7 REPORTS E Internal Customer Complaint Portal Jun Staffnumber 612 Welcome Vidit Jindal Log Out r IT Department Services Unit Industry Sector Departme
19. nt No 418 Resolved Gompiaint Date 8 29 2014 2 03 22 Castner Ret Subject and Nlachnent There re four stages Awaiting response when BHEL official is still processing your complaint Acknowledged When BHEL official has taken proper action on your complaint PDC available When BHEL official has identified the probable date of completion of action taken on your complaint Resolved When complaint gets resolved Ack Date test PDC Closure Date suu wages Details of single __ point contact in B im BHEL for your Project Stage Executed Ack Date yehdh complaints 73 2014 11 32 43 AM LL PDC Depa Planning amp v 9 18 2014 Management Closure Date 19958590076 viditBbheLin 9 3 2014 11 26 54 AM 4 gt 4 b 4 Three dates get updated Acknowledgement Date Date on action was taken P on your complaint PDC Probable date of completion Probable o 2 u Date when your complaint will be resolved 3 Closure Date Date on which your complaint gets resolved C Users admin Desktop CIP customer_interaction_portal manual docx Action Plan Along with PDC this information gets updated with required documents Resolution Along with closure date this information gets updated with required documents
20. nt wise Customer Complaints 6 Unit wise Internal Complaints BAP Ranipet CSU amp FP Jagdishpur EDN Bangalore EPD Bangalore HEP Bhopal HPEP Hyderabad INTERNAL TEST al 0 0 wwer ryderabad r oo 4 oe 4 9 TP Jhansi HIT COUNT 476 v 2 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Feedback Reports Page shows the department wise status of customer complaints and Unit wise status of internal complaints C Users admin Desktop CIP customer_interaction_portal manual docx Page 27 of 30 A UU 3 077 CUSTOMER INTERACTION PORTAL 8 COMPLAINTS CAPTURED BY OTHER MEANS If BHEL IS business groups receive complaints through means email or letters other than CIP then start from Section 5 8 i e Complaint to BHEL Units Refer page no 20 C Users admin Desktop CIP customer_interaction_portal manual docx Page 28 of 30 017 5 07 affe CUSTOMER INTERACTION PORTAL 9 ADMIN CONTACT Every necessary step is taken to ensure that the portal remains error free But if there is any issue or any help is required then the undersigned may be contacted Vidit Jindal Engineer Planning and Management Services IT BHEL Industry Sector Lodhi Road New Delhi Ph 011 41793 517 91 9958590076 Email vidit bhel in C Users admin Desktop CIP customer_i
21. nteraction_portal _manual docx Page 29 of 30 Ui 5 07 CUSTOMER INTERACTION PORTAL 10 DISCLAIMER BHEL has exclusive proprietary rights in the information provided herein The information is protected by copyright and other intellectual property rights Copying modifying reformatting downloading storing reproducing reprocessing transmitting or re distributing any information provided herein or using any such information in a commercial enterprise without obtaining prior written consent is not permitted The content is for information only BHEL reserves the rights in its sole discretion and without any obligation to modify make improvements to or correct any error or omissions in any portion of the information at any such time that is deemed necessary and without prior notice BHEL expressly disclaim the accuracy adequacy or completeness of any information and shall not be liable for any errors omissions or other defect in delays or interruptions in such information and for any actions taken in reliance thereon BHEL shall not be liable for losses or damages of any kind be direct or indirect relating to use of information provided herein C Users admin Desktop CIP customer_interaction_portal manual docx Page 30 of 30
22. omer_interaction_portal _manual docx Page 3 of 30 017 5 07 CUSTOMER INTERACTION PORTAL 1 INTRODUCTION What it does Customer Interaction Portal is designed for customers to submit and review queries complaints and feedback online This Portal is available on Industry Sector webpage www bhelindustry com and Industry Sector Intranet page http 10 6 8 30 This portal has two parts a Between Customer and BHEL IS business Groups Allows customer to register with BHEL and submit and review their complaints It also has option to send queries and feedback b Between BHEL IS business Groups and BHEL units Allows BHEL IS business groups to register and authenticate customers It also allows them to view customer queries and submit them to respective BHEL units On submission a mail is sent to concerned officials in BHEL units and their Quality Heads If the complaint is of generic type then a mail is also sent to Corporate Quality After receiving the mail BHEL unit users can update the status and other relevant information through this portal Every time when new information is submitted a mail is sent to all the concerned persons C Users admin Desktop CIP customer_interaction_portal manual docx Page 4 of 30 017 5 07 CUSTOMER INTERACTION PORTAL ae 2 SYSTEM FLOWCHART 90026 1019291 Japso uo Aloyauig 2910 98154019 uoneonueuiny 5
23. ortal manual docx Page 8 of 30 CUSTOMER INTERACTION PORTAL 4 2 LOGIN PROCESS a Fill registered email ID and password b Click on Login n Customer Interaction Portal E Log In Cram Company Enter your registered email ID If you EMAIL haven t registered yet then click Register Forgot Password O Remember Enter Password Click on Forgot Password if you are unable to login HIT COUNT 466 1 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Terms and Conditions Feedback C Users admin Desktop CIP customer_interaction_portal manual docx Page 9 of 30 CITEA Affe CUSTOMER INTERACTION PORTAL 4 3 REGISTER NEW COMPLAINT a Fill the following details eym 4 Customer Interaction Portal jindal Log Select the project stages They are Company bhel 1 Under Execution Projects which are yet to lt ip e 3 w 7 t MI be completed L Bio 1 2 Executed Projects which are completed New Comffaint Previous Complaints Feedback and under warranty period 5 3 Services Projects after warranty period New Complaint 4 Others Project doesn t come under any of Stage Under Execution categories mentioned above Technical Complaint mercial Complaint Type EE Mandatory Field for subject Enter max 200 words Please Select Otherwis
24. s Industry sector operations primarily comprise the following business areas Captive Power Plant Power Transmission Rail Transportation Renewable Energy and Industrial Products electrical and mechanical Products Our Mission Vision and Values Image Gallery Contact LI S Bharat Heavy Electricals Limited Y A Phone 91 11 41793243 m Address Integrated Office Complex Lodhi Road New Delhi 110003 C Users admin Desktop CIP customer_interaction_portal manual docx Page 7 of 30 affe CUSTOMER INTERACTION PORTAL 4 1 REGISTRATION PROCESS a Click on Register Button on home screen of customer interaction portal Customer Interaction Portal Enter Details ID Provided By BHEL 4 BHEL will provide this ID to every customer Choose Password Choose alphanumeric password min 8 Re type Password characters Name Email Enter Email ID All the communication will be send on this ID Country Y Phone Number Company Name Address Create Account HIT COUNT 466 v 1 0 Beta BHEL INDUSTRY SECTOR Designed by P amp MS Terms and Conditions Feedback Click on Create Account Button A mail will be sent to email ID for verification After verification customer needs to wait for authentication by BHEL official After authentication a mail will be sent to customer After receiving mail customer may proceed for login C Users admin Desktop CIP customer_interaction_p

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