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10. Customer Request Management

Added Value

How will Customer Requests management help you?

• Provide you with information on all customer standard requests, from your GBU and cross-GBUs
• Improve customer requests’ follow-up through a standard process
• Improve traceability linked to regulatory support documentation
• Track Key Performance Indicators (KPIs) (e.g. lead time, number of pending requests, …)
• Get better insights into customer needs

What you need to know to start...

Standard Customer Request Definition:

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 are not yet covered in Salesforce.com.

Sample Request VS Customer Request

• Customer Requests and Sample Requests are separated processes and no Customer Request should be created for a need of Sample.
• Sample Requests are created done directly from Case using the Sample Request functionality or from an opportunity but no Customer Request is created .