STEP 1

Under 'System Personalization,' select 'Categories.'

STEP 2

Click the plus to add a category.

STEP 4

Add the following details in -
Give the Code of : COMP
Description: Customer Complaint
Type:CRM Operation                                                                                                Tick: Follow up Required and Credit Required

STEP 5

Add actions to the CRM category by highlighting the category and clicking to add an action.

STEP 6

Click the plus to add an action.

Add a list of reasons for complaints, by clicking 'System Customize'.

STEP 10

Click the plus to add a phrase.

STEP 11

Fill in as shown here. Examples of reasons you can add are shown below.
CR01 'Complaint': Late Delivery
CR02 'Complaint': Product
CR03 'Complaint': Service
CR04 'Complaint': Accounts

STEP 12

Under 'System Functions,' select 'Routine Set Up.'

STEP 14

Double click the CRM Operations center.

STEP 16

Setup CRM priority to flag, select 'Codes & Phrases' under 'System Personalization.'

STEP 24

Set a job as a complaint in the CRM Operations Center by selecting 'Job Management' under 'Jobs & Orders.'

STEP 25

Find the job you want to add a complaint against and click the triangle.

STEP 26

Change the category to reflect the complaints we added earlier. A Popup will ask if you want to add the auto actions we added earlier; click yes.

If the Complaint is about a product, select the Item Details tab and then select the Product Code.

Open the Credit Details Tab to add further information if credits or cost deductions are required, due to the complaint. Use the Expected Credit and Actual Credit (if you have raised a credit) to do this.

 

 

 

 

 

 

STEP 27

Once the actions have been completed, the job can be allocated to a CRM super user to run a followup.

STEP 28

Once the job is solved, a message will pop up requiring a followup.

STEP 29

Select the reason for the complaint.

STEP 30

The CRM Super User must click the followup button at the bottom of the screen

STEP 31

An Overview of the job will be given to check the actions have been complete. Once done click the arrow to the bottom right of the screen.

STEP 32

Decide if the complaint was justified, document necessary notes, then click the Ok at the bottom left.

STEP 33

If a Credit is required, check that and a further follow up can be added to the sales person's diary.