Complaints Processing with Interaction Center 

Purpose

You can use this business process to respond quickly to customer complaints and provide effective solutions. The interaction center (IC) facilitates the collection and subsequently processing of problems or issues that customers report across multiple communication channels such as telephone, e-mail, chat, or fax. You can manage complaints as complaint documents or cases, depending on the complexity and scope of the complaints.

Process Flow

The following business process runs in SAP CRM:

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       1.      Identify account

You identify the involved business partners (and create them if they do not already exist) at the beginning of the interaction process. When you have identified the relevant account, the system makes the customer’s history available to the helpdesk agent.

       2.      System guides agent

During the entire interaction process, the system supports the agents. It quickly alerts them if it is necessary to consider a particular situation when interacting with customers. Scripting functions help agents define what to say to or ask customers and process customers’ requests appropriately.

Agent guidance is especially useful for new, part-time or temporary agents. Agent guidance makes customer service at your interaction center more efficient and consistent and can also reduce agent training time.

       3.      Process activities in Interaction Center

You process customer complaints using either a case or a complaint document. You or other processors must often perform different tasks.

From the interaction center, you can easily create and schedule different activities and dispatch them to the respective processors. The system displays these activities in the different processors’ activities/task lists. You or the person in charge of the complaint or case can monitor the status of all planned activities for the respective complaint or case.

       4.      Process case in Interaction Center

When a complaint is complex or of greater magnitude, you can create a case in which to consolidate and manage diverse pieces of information about the complaint in a central repository. For example, you can create cases for complaints that involve numerous business partners, that are related to other complaints that are currently open, or for which a lengthy investigation may be necessary.

You can collect all objects related to a complaint, such as documents, transactions, products, and business partners. You can also group related cases, enter notes to assist the information flow between processors, and create activities for individual processors.

       5.      Wrap up interaction

Result

All interactions between the company and its customers are recorded.

You are able to quickly retrieve this information during follow-up interactions, and a consistent view of each customer’s history is available for the whole company. By achieving optimum interaction with your customers, maximum customer satisfaction is ensured.