Complaints Processing in CRM
Purpose
You use this process
within your sales and service organizations to process customer complaints. A
complaint is an expression of dissatisfaction that a customer makes in relation
to a service, product, or a billing document (due to an underdelivery, for
example).
Process Flow
The process begins
when you receive a complaint relating to a service or product.
...
1.
Create complaint
(SAP CRM)
You create a
complaint:
○
Without reference to
a transaction, or
○
With reference to an
existing transaction, such as:
■
Sales
order
■
Service
order
■
CRM billing document
■
Product service
letter
This means that
the system offers you the items contained in the preceding transaction so that
you can decide which items you want to copy into the complaint.
○
With reference to
more than one CRM invoice (but only within mass-object
controlling)
2.
Maintain reference
object or serial number information (SAP CRM)
You create a
reference object at item level for the product or service about which the
complaint was made. Reference objects can be products, installed bases with
their components, objects, or serial numbers.
You enter either
an installed base component, an object, or a product with the corresponding
serial number. Depending on the settings for serial number validation in the
product master, the system validates the serial number that you entered and
determines the corresponding object.
3.
Maintain
items
If you created
the item with reference to a preceding item, the product is copied from that
item. If you created the transaction without reference to a preceding
transaction, create the product. Enter the complaint quantity in the
item.
Then enter other
necessary information, such as the problem description, which you can enter in
the notes.
4.
Categorize issues
(SAP CRM)
You use the
predefined values in categorization to enter information such as the reason for
the complaint. This information is then available to be used in analyses in
SAP NetWeaver Business Warehouse (SAP NetWeaver BW).
5.
System determines
valid warranty and service contract (SAP CRM)
The system
performs an automatic warranty check.
If a warranty is
determined, this is apparent from the assigned warranty product and the
accounting indicator. The accounting indicator influences pricing.
The relevant
services and service parts and their related discounts are defined in the
warranty. The internal recipients to whom the incurred costs should be charged
are also defined in the warranty.
The system
determines the existing service contract for the business partner for each
complaint item.
6.
System or
investigator approves item and displays approved quantity (SAP CRM)
The item is
approved either by the automatic execution of business rules or by an agent in
an investigation.
In response to
the complaint, you trigger one or more of the following actions for each
complaint item:
7.
Create returns
request (SAP CRM)
You create a
subitem with category Return for the main complaint
item.
8.
Create substitute
delivery
You create a
subitem with category Substitute Delivery for the
main complaint item.
9.
Create quality
notification in SAP ECC (SAP CRM)
You use an
action to trigger creation of a quality notification for a complaint or
complaint item in the assigned SAP ERP Central Component (SAP ECC) system, to
introduce corrective actions to improve product quality.
10.
Create credit memo
request (SAP CRM)
You generate a
credit memo request to create a credit memo for a customer within the context of
a complaint.
You can also
create a debit memo request to calculate additional customer charges within the
context of a substitute delivery (for example, for a replacement product with a
higher value than the original product).
The credit memo
request/debit memo request appears in the billing due list in CRM billing.
Generate the billing documents based on this billing due list.
11.
Release and save
complaint (SAP CRM)
You release the
complaint and then save it.
12.
System replicates
return item (SAP ECC)
After saving the
complaint in SAP CRM, the returns item is replicated to SAP ERP Central
Component (SAP ECC) for the purpose of logistics processing. Depending on the
indicator inActivate System Configuration for Service Parts
Management, the replication occurs as follows:
○
If this indicator is
not set, the returns item is replicated in a sales order; in other words, a
sales order with a corresponding returns item is automatically created. The
returns item receives the same number and the same item category as the
complaint transaction and the complaint item in SAP CRM.
You create a
returns delivery for the returns item. When the product has been returned,
create a goods receipt for the returned item. The goods receipt triggers the
accounts receivable accounting and the posting to the controlling object in SAP
ECC.
○
If this indicator is
set, the returns item is replicated in a delivery; in other words, a delivery
with a corresponding returns item is automatically created. Each delivery item
receives an additional returns material authorization (RMA) number, which is
created by putting together the numbers of the returns transaction and the
returns item in SAP CRM.
You can find
this indicator in Customizing for SAP Customer Relationship Management (SAP CRM)
by choosing Customer Relationship Management
® Transactions
® Basic Settings
® Activate System
Configuration for Service Parts Management.
13.
System replicates
substitute delivery item (SAP ECC)
After saving the
complaint in SAP CRM, the substitute delivery item is replicated in
a sales order item in SAP ECC for the purpose of logistics processing. The
sales order item is assigned the same number and the same item category as the
complaint transaction and the complaint item in SAP CRM. In SAP ECC, first create an outbound delivery for this
item and then a goods issue.
14.
System creates
quality notification (SAP ECC)
A quality
notification is created using replication in SAP ECC. The SAP CRM complaint is
visible in the document flow of the quality notification.
15.
System creates and
assigns appropriate controlling object (SAP ECC)
- The goods issue triggers the accounts receivable accounting and the posting to the controlling object.
very nice post....suresh k
ReplyDeletevery very nice blog......... thnaks
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