Overview
The customer complaints are regularly coming to the company through the various communication channels, including phone calls, emails, sites, mobile applications.
When a complaint is captured, you need to identify a partner and a specific business transaction to process this complaint within.
To effectively handle customer complaints, you need to capture all the information necessary for further processing. Only if complete and correct information is received, efficient and effective settlement of customer complaints is possible.
The complaint must be assigned to the employee-in-charge.
He carefully analyzes all the records and documents captured in order to define an action plan.
As a result of this process, all necessary information about the customer complaint is captured and evaluated.
Video guide
Capture and evaluate customer complaints flowchart
Paths
| Path | Sales → Sales master data → Customers |
|---|---|
| In-app link EN code |
e1cib/list/Catalog.Partners
|
| In-app link RU code |
e1cib/list/Справочник.Партнеры
|
How to identify customers and transactions
1. Go to Sales, then click Customers under Sales master data.
2. Use the search engine to find the Customer, and then open it.
3. Verify the captured information with the partner data.
4. Click Documents at the top, review the documents registered, find and open the Customer invoice relevant to the customer complaint.
5. In the Customer invoice document, click Generate → Complaint.
Paths
| Path | CRM and marketing → CRM → Complaints |
|---|---|
| In-app link EN code |
e1cib/list/Catalog.Complaints
|
| In-app link RU code |
e1cib/list/Справочник.Претензии
|
How to capture customer complaints
1. In the Complaint document, click the Main tab.
2. Select the Customer/Vendor.
3. Specify the working name and the date of issue of the complaint in the Description field.
4. Describe all details in the Complaint description field.
5. Select the Complaint reason.
6. Specify the Author / Created by and Dated fields.
7. Enable Sales adjustment required, if it is requested by customer.
8. Click the Accounting information tab, and fill the Company, the Counterparty, the Contract, the Complaint amount, and the Currency.
9. Click the Parties tab, and add the Partner and the Contact person.
10. Set the Registered status for the document, and Save the document.
11. Click the Attachments hyperlink and attach files, if it is required.
How to assign customer complaints to employee-in-charge
1. In the Complaint document, click the Main tab.
2. Specify the Business unit in charge and the Employee in charge.
3. Enter a Comment.
How to evaluate customer complaints
1. In the Complaint document, review the information and documents captured from the customer.
2. Evaluate the complaint, and make decisions, and define further actions.
3. Click the Review results tab and enter decisions and further actions.
4. Set the Planned status in the document, and click Save.