ARCHIVE - DO NOT USE THIS_Backend Ops Processes

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Application is assigned on CRM, what next?

Customer - appointment

Customer - appointment country bucket refers to types of visas where the customer has to submit documents/biometrics in person at the visa center after booking an appointment. In such categories, we help the customer prepare for the appointment

After opening the contact on CRM, ppen the application link that leads you to Teleport portal (or Travclan, Metanoia, Captureatrip)

See image for reference

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Screen Shot 2023-08-04 at 5.14.23 PM.png

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Check all the details the customer has submitted on visit details page and document checklist page.

If any documents/information are missing, make a note of them on the CRM

See image for reference

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Screen Shot 2023-08-04 at 5.21.12 PM.png

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Now, you are ready to reach out to the customer and discuss the application with them.

Copy customer’s mobile number from CRM in “Mobile” field

See image for reference

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Screen Shot 2023-08-04 at 5.25.00 PM.png

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exotel⁠

. Instructions how to to initiate an outbound call on exotel can be found

here⁠

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Follow this

script⁠

to speak with the customer. Simultaneously, makes notes on “Notes” section on the CRM noting down their responses

See example notes below for reference

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Screen Shot 2023-08-04 at 5.29.14 PM.png

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Click on RM/Customer introduction done on contact page

See image for reference

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Screen Shot 2023-08-04 at 5.30.18 PM.png

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Next step is to book an appointment. Check steps to book the appointment based on the country you are applying for below:

Appointment Booking

Appointment Booking

Country

Coda Link with instructions

France

https://coda.io/d/_dIh7TxTQw9g/France-How-to-book-an-appointment_su4h_

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Once the appointment is booked, download appointment confirmation PDF

Go to application link

See image for reference

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Click on traveller tab and change status to “apointment booked”. Upload appointment pdf and add date, time and address manually

See image for reference

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Screen Shot 2023-08-04 at 6.33.02 PM.png

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Make sure “Update Status” button is clicked both on “Travellers” and Basic Tab

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Call #1 Script⁠

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call script

follow internal steps + platform statuses

tasks to do

Table 1

Table 1

Column 1

Review Application

RM/Customer Introduction

Book an appointment

Update Status on Platform & Zoho

Review Documents + Trip Details

File Application (if any)

QA Review for online submission

Submission + Payment

Prepare Teleport Docs

QA Review for docs prepared

Upload/Email docs

Update Status on Platform & Zoho "at the embassy" - right after appointment

Approved/Rejected?

Update Status on Platform & Zoho "approved/rejected"

Customer Feedback

Update Customer Source

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