Disintermediation (Offline booking outside UC) Actioning

Note: Please do not close the ticket until the partner profile is unblocked.

Note: Please don't inform partner that we are tracking your location. It is very important and is a part of ZT

If a partner has booked a slot for training, his/her account will remain blocked till the time training is conducted.

Disintermediation kya hota hai?

Agar partner customer ko directly call ya sms k madhyam se service karne ki request krta hai use offline booking ya Disintermediation kehte hain.

Partners kaise disintermediation karte hai , uske kuch examples :-

• Partner - UC se mile hue customer ki details pehli service ke dauran le lete hai aur baad me unhe offline (without UC) service deliver karte hai

• Partners service se phle customer se apna phone number exchange kar lete hai

• Partners service se phle customer se unki location whatsapp par le lete hai

Partners ko disintermediation par educate karne ke liye,  citiy offices  me FGDs (Focus Group Discussion) kiye ja rahe hai: 

FAQs - 

Question: - Disintermediation actioning kab se start hogi?

Answer: Ye already live hai

Question: Partners ko kaise pata chalega ki unke upar actioning ho rahi hai?

Answer: Partners ko unki UC app par ya UC WhatsApp account se warning messages aayenge.

Question: UC ko kaise pata chalega ki partner offline booking kar rahe hai?

Answer: Customers apne app se UC ko batate hain ki partner ne unke saath offline booking ki hai and uske baad humari team isko verify karke partner pe action leti hai.

Question: Kya partner UC ke bahar ke customers ki koi bhi booking nai le sakte ?

Answer: Koi bhi customer jo partner ko UC platform ke through nahi mile hain, partners unhe service de sakte hain.

Question: Partner ko agar is contract me nahi rahna hai to kya karna padega?

Answer: Offline booking ke through service deliver karna customer aur partner dono ke hi liye safe nahi hai aur UC ke brand ka naam kharab hota hai isliye koi bhi partner jo offline booking karte hain wo platform par aage kaam nahi kar payenge. 

Question: UC ke customers ko offline booking dene me kya dikkat hai?

Disintermediation - Flow of Communication for L1 Counselling

2. Why is offline booking denied and why is it a fraud?

• We do not encourage and strictly prohibit offline bookings because it is a great cause of safety for both the partner and customer. We have received numerous responses from partners in the past where customers misbehaved with them but no resolution could be given since the partner didn’t deliver the service through the app. 

• By servicing a customer offline, the partner is also violating the terms and conditions of the platform with which she has joined and is continuing with the company. 

• This is a breach of those T&Cs and if they repeat again then they will be permanently blocked from the platform

3. What is Offline Booking?

• Partner to note that offline booking also includes any customer whom they had served on UC 3-4 years back and then they started taking offline service which has continued till today. Acquisition date doesn’t matter. 

• Customer should be a UC customer, doesn’t matter if he/she has been served by that professional before or not. 

4. How do we identify our cases? 

• Customer Reporting is a flow on the app wherein the customer can report any offline service given to him. 

• Proofs for the claims made above by the customer are then asked and verified in the form of - payment screenshot, whatsapp chat and call logs 

• We also call customers who have become inactive in the last few years and understand why they no longer book with us. 

(1. Convey the above points very confidently and stand your ground and no mention of location.

2. Partners will deny the cases but we should continue to focus on customer reporting and customer calling as ways of identification)

5. Expectations from Partners

• This meeting acts as a last chance to partner, defaulting post this would lead to direct removal from the platform. 

• Partner is expected to do no offline services outside the UC platform going forward.  (Ask - if the partner is clear on this and is taking this seriously)

6. Help for pros (concerns of pros to be noted and effort should be made to give resolution at the end)

• How she can ensure she is visible to customers - Correct calendar marking as per her working hours

• Visiting card  - Show this video

• Opening Rebooking Helpline - Partners can continue to report situations where the customer who lives within 5-10kms of the partner and still is unable to book the pro directly or through the visiting card. (CM/BDA for now) 

7. How will the partner continue to earn the same amount if they don't disintermediate? 

    In your conversation it is important to address this point on earnings given that they are disintermediate to not lose out on demand. We need to maintain that:

• Partners dont need to be worried about losing that customer to another partner because we are actioning on all partners and the customer has a particular preference for that partner - if nudged the customer will eventually take the service through UC. 

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DON’TS:

• Any personal information related to customer - date, name, address

• Mention of location tracking

• Don’t use words like disintermediation

• Not agreeing to any customer/partner names mentioned by the accused partner

Query to check Disintermediation Level: https://jarvis.urbanclap.com/queries/306001/source
From Actioned State (right corner) you can check the level of the partner. Partners are given only 1 chance to improve. At L2 they are permanently blocked

Counselling Sheet - Disintermediation - Pro Level Counselling Tracker