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Reference Documents

1. Functional Process 6 - Complaint Management

1.1 Process Overview

The Complaint Management process is divided into multiple process steps and Phases, each one related to different Status. 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.

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 i) a User (Solvay employee with a Salesforce license) or ii) 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

1.3 Complaint Notifications

On each step of the Complaint Management Process, a set of Solvay personalities (Salesforce or not Salesforce Users) needs to be notify 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.

1.4 Complaint Management Process

The Complaint Management process is divided into 5 different Phases and 8 different Status.  

The 8 different Statuses are defined as described in the following table. The Statuses from New to Completed are associated with the ‘Open Complaint’ Record Type, that allow Users to access the Complaint Layout in a Read/Write mode (if the User have permissions to edit the Complaint). For Complaints with Status Closed, the Record Type linked is the ‘Close ReadOnly Complaint’ that will only allow Users to access the layout in Read mode.

1.5 Complaint Registration