Version Control

Reference Documents

1. Functional Process

 Process Overview

Under Consideration

2. Data Model & security

Main objects

1. Case: Standard Salesforce Object to store and manage all general information regarding a Complaint
2. Accounts: Standard Salesforce Object to manage the information about the Ship-to and Sold-to related with the Complaint
3. Contacts:  Standard Salesforce Object to manage the contact person from the Ship-to or Sold-to
4. Case Team: Standard Salesforce Object to manage all the actors related to the Complaint Process and to manage the accessibility to the Case
5. Utilities: Custom Object to manage the Plants related to the Complaint
6. Products: Standard Salesforce Object to manage the Product Level 3 that is related to the Complaint

Complaint Security Model

3. Complaint Custom Buttons & Features

Custom Buttons

"Send Acknowledge Mail" Button

On the Complaint Registration phase, the Originator must send an Acknowledge mail to the Customer. The user can send the email by clicking on the “Send Acknowledgement Mail” button. In addition to the predefined Contact, the user can also input any valid email address as CC, select the Language of the Template, and select the Attachments the User wants to send to the Client. For internal complaints there is sending customer emails is not mandatory.

"Send Customer Response" Button

On the Under Review or Communication phase, the User responsible should send a Communication Email to the Client with the Proposed Customer Response detailed on the Review phase or with a different response. The user can send the email by clicking on the “Send Customer Response” button. In addition to the predefined Contact, the user can also input any valid email address as CC, select the Language of the Template, and select the Attachments the User wants to send to the Client. For internal complaints there is sending customer emails is not mandatory.

^(v3) This button  is also the only way  to send back  the Complaint to "under Investigation" status  if the check box " Waiting for Final investigation is ticked".

"Generate 8D Report" Button

At any phase of the Complaint Process, Users are able to generate an 8D Report, based on the information detailed on the Complaint. The user can generate the 8D Report by clicking on the “Generate 8D Report” button, select the Language of the Template and check and change the information available. In the end, the User should click on the "Save Attachment" button and an MS Word document is saved with the information detailed.

"Send Internal Communication" Button

At any phase of the Complaint process, Users are able to send internal communications to their colleagues. 

"Send Email" Button

At any phase of the Complaint process, Users are able to send external communications to the customer without triggering any status change.  

Features

Complaint SAP Interface

Complaint Assignments 

Assigning a Complaint to a User or a Group of User is to pass the responsibility to act on the Complaint on a particular phase of the process. On Salesforce, the Complaint Assignment is based on the field Case Owner.

A Case Owner can be a User (Solvay employee with a Salesforce license) or a Queue (a group of Users that should be part of a team to handle Complaints with the same criteria).

Based on each GBU own process and rules, the Complaint Assignment can be performed by:

• Manually changing the Owner – at any time, a User with Access to a Complaint can click the button Change next to the current owner and select a new User/Queue to be the new Owner
• Manually choosing the actors – on the creation (from the fields Originator, Investigator* and Commercial Assignee*) or at any time (from the Case Team section) Users are able to select the future actors. The Owner will be changed then automatically based the change of the Status
• Automatically selecting the actors – the GBU has provided the rules, based on Complaint criteria, to allow the system to automatically change the Ownership of a Complaint to a specific User or a Queue when the Status changes

The Complaint Actors are managed on the Case Team section on the Complaint Layout page. The Users are added to the Case Team i) manually by a User or ii) automatically by the System when they are the new Owners of a Complaint. When the Users are added automatically to the Case Team, they are added with the correct Role based on the current Complaint Management Phase 

Example: For a Complaint for the GBU Novecare and the Complaint Region EMEA, a rule has been implemented to assign the Complaint to the User John Doe when the Status is changed to Under Review. When the Status is changed, John Doe is automatically the new Owner and also added to the Case Team with the Role Investigator.

Complaint Notifications ^(v3)

On each step of the Complaint Management Process, a set of Solvay personalities (Salesforce or not Salesforce Users) needs to be notified that a new Complaint has now moved to a specific Status in order to act (Complaint Owners) or to be informed.

On each Status change, an email is sent from Salesforce to a group of users, based on System Rules and GBU Rules that should be stored and displayed in the Activity History Section of a Complaint. There are four types of Addressees on the Complaint Notification Email when the Status is changed:

• The new Owner – if your GBU has implemented assignment rules and the owner is changed automatically to a specific User or to a Queue, the new Owners will receive the Notification Email.
• The previous owner (if not a Queue) – normally the previous owner is the User that changed the Status and triggered the notification. He/she will be also notified  to ensure that the correct Owner has been assigned
• The Case Team – all Case Team Members, independent of their Role will receive the Notification Email
• Solvay Contacts on Notification Rules – group of contacts (not necessary Salesforce Users) that are selected to be notified when the Status is changed based on each GBU Rules.

The reminder emails are setup in the following way, for example for Aroma on the 5th day on the status under review the owner and the manager get a reminder to move ahead with it: 

(updated in V3 see below)

For each step  the user can define   the Delay and the warning Delay by GBU and Customer Segmentation . the different SLA date are calculated by the system  using the following custom setting in  the method SLV8_CaseManagement_Complaint.updateSLANotificationDates

(see custom setting  SLA Notification)

The  system will display  the SLA and the status of the SLA for each Step  on which a warning is defined (with the color coding). (using the  SLV8_Case_Complaint_Warnings Lightning component))

• The  achieved steps before  a first communication to the customer are  not updated after the first communication
• if  the final investigation check box is ticked , a warning based on the "Final Investigation Expected Date" is displayed : . This warning disappear as soon as the Final investigation Check box is unticked.

Focus on the Communication Step

The label of this Step has two values

• Communication  if  the user  do not asked a final investigation:
• First communication if the user asked a final investigation:

if a Final investigation is asked a warning message is display

• if the status is in Review or communication on going :  
• if the status is  under investigation :

Lead time management ^[V.3]

_{During the Complaint process  the time spent in the different status are saved.}

4. Specific Rules & Automation

Complaint Registration

When creating a new Complaint, the user needs to input transactional reference numbers in order to pull a set of data from SAP ECC

These fields are :

Document Source: choice between the 2 SAP systems

• WP1
• PF1

Document Type

• • Sales Order Number
  • Shipment Number
  • Outbound Delivery Number
• Document Reference
• Item Number

In the case that the Sales Order is linked to a single Delivery, the Delivery number is pulled from SAP along with the data of the Delivery. 

The user can enter the Shipment number as document reference to pull Delivery information in case of a relationship 1:1 between Shipment number and Delivery number.

For Internal complaints, the user will need to use the Outbound Delivery Number as Document Reference. The Purchase Order Number cannot be used as a Document Reference.

In the case that the user does not have any reference number, a “Skip” button allows him to create the complaint without pulling any data from SAP. Nevertheless, the user will still be able to update the document reference fields at a later stage and the data will be pulled from SAP if he does so.

All fields populated by SAP are read-only and not editable in Salesforce by the users with the exception of the Disputed Quantity, Ship to and GBU. If no SAP transaction is maintained on the Complaint, the fields should stay editable.

Once the transactional data is pulled from SAP or that the user skipped this step, he has the ability to read and/or record the following information:

Case Information 

[1] This field may be auto-populated if this information is available from SAP

Complaint Timeline Stream

Complaint Description

In this section, the initial description of the Complaint is captured

Order Information

Under this section, there is all the information in regards to the orders.
If applicable and in reference to the Sales Order Number and its Item, to the Outbound Delivery Number and its Item, or to the Shipment Number, some fields will auto-populate with data pulled out of SAP ECC. These fields are read-only if data is pulled from SAP.

[1] This field may be auto-populated if this information is available from SAP

Containment/Immediate Actions

This section captures the immediate actions that can/should be taken to deal with the Complaint. 

Communicate Complaint Acknowledgement to Customer 

Once the complaint is logged into the system, it is time to communicate a complaint acknowledgment to the customer.  The objective of the communication is to acknowledge to the customer that the complaint has been logged correctly and that it is taken into consideration.

The user can send the email by clicking on the “Send Acknowledgement Mail” button. In addition to the main Contact (by default), the user can also input any valid email address as CC. The Account manager and the CSR, in the Case Team, are automatically put in CC. Additional users may be included in CC if the GBU provided complimentary email rules.

Additionally, the user can select any attachments from the Complaint to be sent as attachments with the email.

Under Investigation

Once the Complaint is logged and that we have sent the acknowledgment email to the customer, the investigation process can start. In this stage, the complaint can be flagged as justified or non-justified. A justified Complaint means that the Complaint has been accepted as valid. By default, the justified field is on “yes”.

the Investigator can be automatically assigned and notified by the System, based on each GBU Rules.

Investigation

Basic information that can be needed for the investigation process can be found in this section.

Root Cause

This section groups all the fields related to the Root Cause Analysis.

Corrective Action Plan Development and Implementation

This section groups all the fields related to the Corrective Action Plan and its implementation. 

Recurrence Prevention & Effectiveness Verification

This Section is where we can maintain the effectiveness of the Corrective Actions as well as how they can prevent Complaint recurrence, if applicable. 

Under Review

Once the investigation has been completed, or when a response needs to be sent to the Client even if the Investigation is still pending (see 6.2.4.1), the Investigator should manually change the Status to ‘Under Review’ to trigger the Review Phase normally by the Commercial Assignee. The Commercial Assignee can be automatically assigned and notified by the System, based on each GBU Rules.

The main activity of this phase is to build a proposal for the Response that should be sent to the Customer by filling the field Commercial Response and Customer Communication.

Proposal Customer Response

Customer Communication

Once the Commercial Assignee has built the Commercial Response Proposal, the communication is ready to be sent to the Customer. The user responsible for the Customer Communication (Replier) can be automatically assigned and notified by the System, based on each GBU Rules. 

In order to send the final communication to the customer, there is a button “Send Customer Response” that will open the template of the final communication email which can be previewed and is editable.

The email of the main Contact assigned to the Complaint will automatically be populated as the recipient, and the Account manager and the CSR in the Case Team are automatically put in CC.

The 3 communication templates (acknowledgment email, final communication email and the 8D Report) are available in the following 16 languages (including simplified Chinese and traditional Chinese) :

• English
• German
• French
• Spanish
• Portuguese
• Chinese (simplified)
• Japanese
• Korean
• Italian
• Dutch
• Bulgarian
• Finnish
• Polish
• Russian
• Thaï
• Chinese (traditional)

The language of the main Contact is used to determine the language in which the acknowledgment email, final communication email and the 8D Report templates will be generated. In case no language is assigned to the main Contact, the default language of the communication is set to English.

Even though the language of the communication is the one of the main Contact, the user has the possibility to select another language from a drop-down list 

The “Acknowledgement Sent” and “Final Communication Sent” checkbox will only be checked if one of the recipients of the Acknowledgement Email or the Final Communication to the Customer is the main Contact on the Complaint

Once the Communication Email is sent from Salesforce, the Complaint Status is automatically changed to Completed or to Waiting for Final Investigation (see statuses ) 

When the Complaint is Completed, the section Order Information is blocked and cannot be edited.

Complaint Closure

The Closer actor can be automatically assigned and notified by the System, based on each GBU Rules. 

Once the Complaint has been Completed, the agent responsible for the closure should check that all related tasks have also been Completed:

Confirm execution of financial compensation if decided

Confirm execution of all Corrective and Prevention Actions

If a complaint has the status Completed for more than 15 days and the Credit note is set to YES but no amount has been populated in Credit Note Amount, a reminder is sent to the same users as when the complaint is set to Completed. This rule is set up for GBUs Technology Solutions, and Peroxides.

However, there are mandatory steps that need to be completed in order to allow the closure of the complaint, except if the 'Severity' is defined as 'Anomaly' (no prerequisites are required for closure of Anomalies).

The best way to get IT support is to use the new Service One Platform.