Step By Step
Email to Customer | |
|---|---|
| •Once the Complaint is logged in the system, it is time for David to send an Acknowledgement Email to the customer. The purpose of the communication is to acknowledge to the customer that the Complaint has been logged correctly and that it is taken into consideration. •The Complaint acknowledgement is issued by email to all contacts maintained in the customer Complaint. David can send the email by clicking on the Send Acknowledgement Mail button. In addition to the predefined Contacts, David can also input any valid email address as CC
The language of the email is defined by the language of the main Contact but can be changed by the user. |  |
Assignee Notification | |
|---|---|
•As defined previously, David assigned an Investigator and a Commercial Assignee to the Complaint. These different assignees are the persons in charge of part of the Complaint. •Once David has created the Complaint and sent the Acknowledgement Email to the Customer, he can update the Status to Under Investigation. •The person in charge is notified by an email. A notification flow sends an email to the appropriate assignee to inform him/her that the status was changed and that further action is needed. The routing table is the following:
•These notifications are meant for users who need to take action on the Complaint. Other users can always consult the Complaint or the Reports if they want additonal visibility. •Well Done David ! The Complaint is created and a notification has been sent to the Investigator to inform him that he can begin the Investigation. |
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