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Presentation


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:

  • Capture and log the complaint
  • Communicate with the customer
  • Define investigation and corrective action plan
  • Create, validate and send official response to customer
  • Request customer feedback
  • Close the complaint


The complaint mangement in Salesforce cover external and internal complaint. External Complaints are related to products sold to customers outside of Solvay. Internal Complaints are when you sell products internally between different Solvay entities (internal customers). These can be flagged on the Case Information by ticking the “Solvay Company” checkbox.

 

Each Complaint stores information such as case reference number, motive, submotive, severity, status, additional flags, and different reference numbers. For each Complaint, it is possible to link information such as Accounts, Contacts, Products and Attachments.


Motives of Complaints

 The complaint process cover the following motives:

  • Quality
  • Disributor
  • Customer Request
  • Opportunity


Process Overview

Complaint process is divided into 5 main phases displayed on the schema below, each phase is managed by specific roles.

  • Registration
  • Under Investigation
  • Under Review
  • Customer Communication
  • Complaint Closure


An interface exists between SAP and Salesforce to gather transactional data from Sales Order, Outbound Delivery or Shipment Numbers (Document Reference) and the customer purchase order number from SAP to Salesforce. The frequency of the pull is on-demand as the pull happens when a user creates or updates a Complaint with a Document Reference.

Learn more by using Lemon Learning

Click on the yellow buttons on the footer of Salesforce Pages: 

And then Select Complaint section 


Lightning User Interface

The complaint process is managed by multiple roles (Originator, Invetigator, Commercial assignee), the lightening experience of salesforce give each role the possibility to focus on his missing whithin the process, so each tab is designed with all informations needed for each role.



 

 

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