WDS Transformation

Overview As we have recently communicated out, all WDS work streams are being moved in to Customer care by 18/09/2016, and unlocking will be moved on 14/09/2016 . This pack will help you give the assistance to your team on all the subjects. What work streams are included in the move? Unlocking Blackberry Device Help SIM free handsets

Unlocking From the 14/09/2016, all unlocking will be handled within Customer Care. All your teams have been scheduled in, and should of completed the Unlocking CBT in the Capita LMS system. Advisors will have the ability to request an unlock code directly through accessing the 2 new tabs in device Help, and assist with any Unlocking queries, these changes will be viewable in Device help from 14/09/2016 . We have updated the current Unlocking a Tesco Mobile device process with all the new steps and it will be live on compass from 14/09/2016 Any codes requested by WDS over the past few weeks, have also been uploaded to Device help so they are visible to our advisors. New End call reasons will go live in ARC on 14/09/2016

Blackberry We used to transfer calls to WDS when we had exhausted all our current Fault diagnosis with the Blackberry services and PIN queries. From 18/09/2016 we will still continue on assisting with blackberry issues as we do today, but if there is an issue with the Blackberry services or Blackberry PIN queries, we have created a new online form called “Blackberry - Add Blackberry Services”. This new online form will be picked up by our IR champions, where they will analyze the request and contact the customer back within 6 working hours to resolve the customers issue. New End call reasons will go live in ARC on 18/09/2016

Device Help We deal with 99.3% of all device help calls which is a fantastic achievement, which means we are only currently transferring the remaining 0.7% device help calls to WDS. From 18/09/2016 we will deal with all Device help calls, and after evaluating the current reasons why we transfer calls they fall in to 2 sections. Missing Device in Device Help What do I need to do? Tesco have issued the following positioning statement which will be included in the Fault finding process for Devices that are not in Device Help. The device that you’re currently using is no longer part of our range, I’ll do my best to support you today using an online search but if I’m unable to resolve your issue then you’ll  need to contact the device manufacturer. We then need to assist the customer using all tools we have available from Similar device troubleshooters, and google, and if we are still unable to assist the customer will need to contact the handset manufacturer. Missing Information in Device Help Again we need to assist the customer using all tools we have available, which includes google and Similar device troubleshooters, and ensure the feedback option is used in Device Help every time in order for us update the system.

SIM Free phones If we received a call from customer who have a fault or issue with a SIM free device purchased in a Tesco Store or via Tesco direct but they are using an another network SIM card, the process was to transfer the customer to WDS. From 18/09/2016 Customer care will now deal with these calls and if required book the SIM free device in for a repair. Advisors will have to select the required device and follow the normal Troubleshooter, and If the device is missing from device help, then select the nearest handset, and once you have reached the repair booking tool you will need to select the actual handset IMEI or manually select the device from the drop down list. We know the customers mobile number will not be recognised in ARC, Hansen or SMP, so no DPA can be completed neither will you have the ability to leave notes, but we will be adding new ECR’s in ARC when the number is not recognised just for SIM Free repairs and queries, as this will help us to understand how many SIM free customers contact us. As this is a new process we are always looking at ways to improve and Tesco are looking in to a different solution.