Syensqo IS - Customer Support

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Overview

In this section, you will find information about:

  • The types of customer requests
  • The process steps
  • The process flow

 

 

Concerned profiles:

     Sales - Customer Service - Supply Chain & Production

Table of content

 

Step By Step

Introduction

Process Steps

 

Process Flow

Sample Request vs Customer Request

The Customer Requests module is divided into 5 different steps and 9 different Statuses.

The Status order is as follows:

  • Open: As soon as the Customer Request is created
  • Pending Approval: When the Customer Request is submitted for approval
  • Approved: Once the Approver has approved the Customer Request
  • Rejected: When the Approver has rejected the Customer Request
  • Completed: Once the Customer Request has been processed
  • Closed/Stopped: When the Customer Request is closed but the process was not completed (ex: Customer is no longuer requesting the current demand)
  • Closed/Answered: When the Customer Request is completed and closed

Status Completed and Closed/Answered are new from Winter 17' Release


These different steps are sub-divided into the following sections on the Customer Request page:

  • Case information
  • Customer Contact Information
  • Description
  • Resolution
  • Closure


Changing the Status of the Customer Request is a manual process for the following Status:

  • Close/Stopped
  • Close/Completed

Nevertheless, for the other Status, the values are automatically updated:

  • Open: Default status after creation of a Customer Request
  • Pending Approval: Automatically updated when the Customer Request is submitted for approval
  • Approved: Automatically updated when the Approver approves the Customer Request OR when the user creating the Customer Request has a Salesrep profile
  • Rejected: Automatically updated when the Approver rejects the Customer Request
  • Resolved: Automatically updated when the fields Resolution Date and Resolution are populated
•Sample Requests are done directly in Case using the Sample Request functionality. No Customer Request is created for it.
•Customer Requests and Sample Requests are separated processes and no Customer Request is created for a Sample Request.

Customer Request Notification => NEW R5 feature

 

The automatic notification rules for Customer Request allow to notify users when it changes status, according to GBU specific rules.

  • The new Owner - if your GBU has implemented rules and the owner is changed automatically to a specific User or to a Queue, the new Owners will received the Notification Email
  • The Case Team - all Case Team Members, independent of their Role will receive the Notification Email
  • Solvay Contacts on Notification Rules - group of users that are selected to be notified when the Status is changed

 

 

What is not a Customer Request

    • Customer Requests, Customer Specific Requests, Sample Requests are seperated processes and no Customer Request is created for a Sample Request neither for a Customer Specific Request.
    • Sample Requests or Customer Specific Requests are done directly in Case using the Sample Request or Customer Specific Requests functionality.

 

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