| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 30.03.2017 | Creation | Jeremie Seabra |
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:
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:
The Complaint Management process is divided into multiple process steps and Phases, each one related to different Status, as detailed in 6.2.4 Complaint Management Process. This allows not only capturing, log and tracking complaints, but also to be able to assign and notify and to to right Actors that should be involved on each step of the Complaint Management Process. Additionally, investigations and corrective actions are also logged in the system. Furthermore, this process enables to communicate with the customer on progress and resolution of the complaint.
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