Account Name: Main Account (can be ship-to, Sold-to or Corporate Group)

BU: Business Unit of the GBU

Confidential: This checkbox can restrict visibility of the Customer Request to the assignees

End Customer: Final Customer is considered as Ship-to

Estimated Resolution Date: Estimated date when the Customer Request will be resolved

Final Communication Sent: Checkbox that flags if Customer Communication has been sent

Notified: The person that needs to be notified of the Customer Request

Opportunity: Opportunity related to the Customer Request

Product Family: Product (Level 3)

Received Date: Date that Solvay received the Customer Request should be resolved

Resolution: Free text box to provide the full Answer/Solution to the Customer Request

Resolution Date: Date that the Answer/Solution is populated on the Customer Request

Special Customer Request: 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)

Standard Customer Request: 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)

Sub-type: One level more granular than level of Type

Time Spent: Time Spent (in hours) on the Customer Request solution. The fact that is measured in hours can be found on the help text.

Type: What the Customer Request is about. This field is GBU specific.

Deletion and Closed Case Reopen

What if a Customer Request needs to be deleted ?

=> Only the Administrator can delete a Customer Request. If a Customer Request needs to be deleted, a "Need Help" needs to be created to request this from the Support Team.

What if a closed Customer Request needs to be reopened ?

=> Only the Administrator can reopen a closed Customer Request. If a Customer Request needs to be reopened, a "Need Help" needs to be created to request this from the Support Team.

Assignment for Approval Criteria

GBU

Link

Engineering Plastic

https://docs.google.com/spreadsheets/d/1LEOHOCWrA0nAf0XvFXh0V_KdxQlaZhGSA9pGE8fK-s0/edit#gid=1730551903

Soda Ash

https://docs.google.com/spreadsheets/d/1EhS0TnWC0AN6_dmuNFmlq5Rm3jdJwP3801dW8zcaEI8/edit#gid=1730551903

Special Chem.

https://docs.google.com/spreadsheets/d/1IRd-IaNVPfVkIqnVElW_UqR3vRPjpg0repJvitINAP4/edit#gid=1730551903

Peroxides

https://docs.google.com/spreadsheets/d/1XS1HGIS5fKkuJu5vFsf51TTN0poAEEtUZPca3MburMA/edit#gid=1730551903

Novecare

https://docs.google.com/spreadsheets/d/1R7X8oCwrfI8H0SI6ZBiLSQ1cbKIGBUDNIgYeSUjkYFU/edit#gid=1730551903

Aroma Performance

https://docs.google.com/spreadsheets/d/1ZTQnMbxKC0QkncivhuOUS39kRNQZLs9KZR4Fv-k0640/edit#gid=1730551903

Silica

https://docs.google.com/spreadsheets/d/1KsxEPOG1M6apI091hj1yS9-BuzRGEfNJwJE9sbBpODc/edit#gid=1730551903

Assignment for Processor Criteria

GBU

Link

Engineering Plastic

https://docs.google.com/spreadsheets/d/1LEOHOCWrA0nAf0XvFXh0V_KdxQlaZhGSA9pGE8fK-s0/edit#gid=881406968

Soda Ash

https://docs.google.com/spreadsheets/d/1EhS0TnWC0AN6_dmuNFmlq5Rm3jdJwP3801dW8zcaEI8/edit#gid=881406968

Special Chem.

https://docs.google.com/spreadsheets/d/1IRd-IaNVPfVkIqnVElW_UqR3vRPjpg0repJvitINAP4/edit#gid=881406968

Peroxides

https://docs.google.com/spreadsheets/d/1XS1HGIS5fKkuJu5vFsf51TTN0poAEEtUZPca3MburMA/edit#gid=881406968

Novecare

https://docs.google.com/spreadsheets/d/1R7X8oCwrfI8H0SI6ZBiLSQ1cbKIGBUDNIgYeSUjkYFU/edit#gid=881406968

Aroma Performance

https://docs.google.com/spreadsheets/d/1ZTQnMbxKC0QkncivhuOUS39kRNQZLs9KZR4Fv-k0640/edit#gid=881406968

Silica

https://docs.google.com/spreadsheets/d/1KsxEPOG1M6apI091hj1yS9-BuzRGEfNJwJE9sbBpODc/edit#gid=881406968