Complaints and Returns Analysis in ERP 

Purpose

You can use this support function to analyze key figures that provide information about the quality of your services. Furthermore, it allows you to draw conclusions about customer satisfaction.

Process Flow

       1.      System provides claims and returns data (SAP ECC)

       2.       System updates returns information (SAP BW)

       3.      Returns per customer (SAP BW)

You can track the number of complaints with reference to the services you provided. Additionally, you can monitor the returns rate and the returns quantity as a percentage of revenue. For this analysis, you can use the query Returns per Customer (0SD_C01_Q010).

       4.      Comparison of returns or orders (SAP BW)

You can compare the number of sales contracts with the number of returns. This will enable you to determine whether the number of orders is declining as the result of decreasing customer satisfaction. For this analysis, you can use the query Comparison of Returns or Orders (0SD_C03_Q003).

       5.      Track claims rate per product and customer (SAP BW)

You can determine possible quality problems for individual products and customers. For this analysis, you can use the query Returns: Quantities and Values (0SD_C01_Q0003).