{"elements":{"metas":{"hidden":true},"breadcrumb":{"hidden":true},"title":{"hidden":true}},"cssSelector":"","cssSelectorLocked":false}

08. Complaint Management

Added Value

By logging in the complaints in Salesforce.com, you will benefit from:

• An automated and harmonized process allowing to register, manage and follow up complaints in a single system
• Increased efficiency through sharing of information internally, and by providing a common platform for the involved teams 
• Standard templates for investigation based on best practices in the complaints management process (e.g. 8D approach)
• An automated interface with SAP to quickly retrieve SAP data based on the document reference
• An ability to communicate to the customer with standard templates (e.g. acknowledgement email, confirmation of financial compensation, customer feedback, etc.)

What you need to know to start...

NEW R4.0

Complaint Management
Complaint Process, Steps and Status

1. Complaint Registration

Prompt logging of a complaint after reception with upload of pictures and attachments.   Send complaint acknowledgement to the customer.

This will typically be done by technical marketing, plant or supply chain. At this step, there should be done a verification if it is a valid Customer Complaint. This step could include the 8D approach:

2. Internal Investigation

1. Team Formation

2. Description ( = complaint registration)

3. Containment (Immediate action to replace product or limit impact)

4. Root cause    (Technical Answer)

5. Develop CAP (Corrective Action Plan)

6. Implement Corrective Action

7. Prevent Recurrence & Verify Effectiveness

8. Reward the team

3. Commercial Response

Review the technical answer and formulate a commercial answer including the decision about financial compensation (typically done by account manager or sales rep)

4. Customer Communication

Provide commercial answer to the customer and arrange financial compensation

Collect customer feed back and execute all Closure activities:

1. Confirm execution of financial compensation if decided

2. Confirm execution of all Corrective and Prevention Actions

3. Confirm reception of customer feed back within delay

5. Complaint Closure

3