We have made changes in OTT code share process to improve customer experience and repeat contacts. 

 

Step 1: How the Customer Gets the OTT Code Automatically

  • After the customer buys an eligible plan, the OTT voucher code is automatically sent by the backend system via:

    • Email

    • SMS

  • These messages will include:

    • The voucher code

    • Instructions on how to redeem the code




Step 2: If Customer Didn't Receive the Code

If a customer says they haven’t received the code, here’s what the agent must do:

  1. Open the customer’s details in the CRM.

  2. Go to the Plan Benefits section.

  3. Click on the three dots (⋮) beside the plan.

  4. Select “View Voucher Code.”

  5. Copy the code and share it with the customer via their preferred method (SMS or Email).




Step 3: If There’s a Problem with the Code

This applies if:

  • There is a technical issue in the CRM

  • The code was not received by the customer even after sending

  • The code is missing or not generated in the "Sent Details"

Then the agent should:

  1. Ask the customer to check the OneAssist mobile app to see if the code is available there.

  2. If the code is still not visible, then:

    ✉️ Send an email to:

  3. ? Mark a copy (CC) to:



Points to remember

 

  • This is only for the cases where OTT is part of benefits list. If during sales any Business Partner has promised OTT subscription additionally which is not in benefit list, then that should be routed to the respective BP owner only.
  • We are currently providing SonyLiv & Amazon Prime as OTT benefits. Amazon Prime will be provided only if it is explicitly mentioned in Plan benefit.