Purpose

To ensure zero missed customer commitments, this guideline mandates the use of Reminders in Kapture whenever a Customer Service Associate (CSA) promises a callback or update.

Non-Negotiable Commitment

Whenever you tell a customer:

• “I will get back to you with an update”
• “We will update you once there is progress”
• “Let me check and call you back”

This is a commitment and becomes your responsibility.

 What you MUST do:

• Set a Reminder in Kapture immediately
• Call the customer back at the promised time

 If there is NO update:

• You must STILL call the customer
• Inform them:

“This is taking a bit more time, we will update you soon”

No callback = Broken promise = Serious compliance breach

Ownership Rule

If you say:

“There is no update right now, we will inform you later”

—  Then YOU own the follow-up.
—  It cannot be ignored or left for someone else.

How to Create a Reminder in Kapture

Follow these simple steps:

1. Open the Ticket
2. Click on Disposition
3. Scroll down to Event & Reminders
4. Click to expand
5. Select:
   • Date
   • Time (as per your commitment)
6. Click Submit
7. Dispose the ticket as required (Open / Resolved / Parking)

Reminder Notifications

Once your reminder is due:

• You will receive a notification on the Bell icon in Kapture
• You will also receive an email on your Brands For Less email ID

Important: Clearing Notifications

After checking your reminder:

• Click “Mark all as read”

 If not cleared:

• Notification will remain active
• Bell icon will continue to show pending alerts

Best Practice

• Always set reminders before closing or parking the ticket
• Never rely on memory
• Treat every callback as a customer commitment, not a task

Golden Rule

“If you promised to update, you must update — even if there is no update.”

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