The Complaint Management module allows to capture, log, track, investigate and resolve complaints. This module also enables to communicate with the customer on progress and resolution. 

The scope of this workstream is a Complaint Management flow managed end-to-end in Salesforce which is used to:

• Capture and log the complaint
• Communicate with the customer
• Define investigation and corrective action plan
• Create, validate and send official response to customer
• Request customer feedback
• Close the complaint

A pull interface allows to bring order information from SAP to Salesforce.

Complaint Management has 5 main steps which are as follows:

The following Flow details the General Complaint Management Process activities for each Step that should be managed by different Actors, according to each GBU rules. These rules are based on each GBU own Business Process that should be detailed and aligned with the General Complaint Management Process bellow: