Complaints Processing with CRM Mobile Service for Handheld

Purpose

This process describes the sequence of activities that a service representative performs to process a complaint using a handheld device. It also provides an overview of all complaints along with their statuses at any point in time.

 

Process Flow

       1.      Create a complaint

You create a complaint without a reference to an existing service order.

You can:

...

                            a.      Enter the business partner data.

                            b.      Create complaint items for a service product

       2.      Assign a business partner and contact person

You assign business partner and contact person data. This information ensures that the service representatives are provided with all critical information necessary to perform their tasks.

Depending on customer requests, the fields for business partner data can be set for a particular partner function in Customizing during system implementation. Business partners are determined using partner determination procedures.

       3.      Select products and quantities

You select the relevant items that are proposed from the service order along with the quantity.

       4.      Select a reason code for each item

You select a complaint reason for each item from predefined codes. This allows you to perform a closer analysis of the problem.

       5.      Synchronize the data

You synchronize the handheld data with CRM Enterprise. Synchronization updates the CRM Server with the data you have created locally on your handheld device.

Result

You can now create tasks from a complaint, for example to call the customer and assign this task to a service representative.