Field Complaints Management with CRM Mobile Service for Handheld

Purpose

This business scenario enables you to administer complaints made by your customers. A complaint can be an objection made by a customer about a service.

Field Complaints Management with Mobile Service for Handheld streamlines your company’s complaints process right from the receipt of a complaint and its technical analysis, to measures taken to address this complaint and satisfy the customer.

In response to a complaint, you can trigger the following actions:

·        Creation of substitute delivery, to record the shipment of goods to the customer

·        Credit memo request, to credit the customer in relation to a complaint

·        Posting of billing amounts to accounts receivable (SAP R/3 FI).

·        Update of SAP Business Information Warehouse to analyze complaints data, for example, to identify common problems with a particular product

Process Flow

The following process flow is a guide and refers to suggested Field Complaints Management with Mobile Service for Handheld processes. You can follow the processes in the order stated below yet it is not mandatory. Some processes can be omitted based on your business needs while others may need to be carried out a number of times before proceeding to the next process.

·        Complaints Processing with CRM Mobile Service for Handheld

·        Complaints Processing in CRM

·        Inbound Processing and Receipt Confirmation without Warehouse Management

·        Outbound Processing with Warehouse Management

·        Credit Memo Processing in CRM

·        Billing in CRM

·        Service Quality Analysis

 

For more information, see Complaints and Returns Management.