The Customer Requests module allows to capture, log, approve, process and resolve Customer Requests. This module also enables to communicate with the customer on progress and resolution. Additionally, in case of similar requests, a Customer Request can be cloned. The values can be edited before saving the cloned Customer Request or can be canceled.

There are 2 types of customer requests: 

• Standard customer requests
  • A customer request represents one or more demand(s) from a customer related to one or several areas (e.g. logistics, packaging, documentation, training, technical support, regulatory compliance)
• Special customer requests
  • Special Customer Requests process deals with managing requests coming from the customer that deviate from Solvay GBU standard offering (e.g. product specifications, way of handling quality system , shipping)
• Scope:
  • In Scope : Standard Customer Request
  • Not in Scope: Special Customer Request
  • In Scope but not handled through Customer Request : Sample requests