Interaction Wrap-Up 

Purpose

Interaction Center Agents log information on customer calls once they are finished, they keep a record of important data, and can access this information again at a later date.

After you have created the sales order, you can make a note of special customer preferences that became apparent during the conversation in the interaction record, and use this information again during a later interaction. In this way, agents can prepare their customer interactions in an optimal way.

Process Flow

The following process takes place in SAP CRM.

...

       1.      End communication

       2.      Maintain interaction record

You complete the Interaction Record and enter important data from the conversation, for example, specific customer requirements, and the status of the conversation. In addition to this, you can also maintain business appointments scheduled with the customer. For more information, see Schedule and Notes.

       3.      Maintain notes

You make a note of any information in the notes that the customer has given you during the course of the conversation, for example interest in additional product information.

       4.      Create follow-up

You can create business activities that refer to current interaction records. If the customer wishes to place a service order, the agent can schedule a call for the following week in order to ask the customer if he was satisfied with the service. For more information, see Follow-Up.

       5.      End contact

The agent ends interaction, that is, he completes the transaction and is ready to start the next interaction with a business partner.