Complaints and Returns
Management
Detailed View
SAP Enhancement Package 1 for SAP CRM 7.0
SAP CRM Service
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Content
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Scenario Overview
Current Solution
Communication Channels
Further Information
© SAP 2009 / Page 2
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Service Solution Overview
Service capabilities of SAP CRM
SAP delivers best-run service
management capabilities
Parts
Logistics
& Finance
Sales &
Marketing
for Service
Service
Contracts
Warranty
& Claim
Management
Customer
Returns &
Depot Repair
Field
Service
Management
Installations
&
Maintenance
Customer
Service &
Support
„
Sales & Marketing for Service
„
Service Contracts
„
Installations & Maintenance
„
Customer Service & Support
„
Field Service Management
„
Returns & Depot Repair
„
Warranty & Claim Management
„
Parts Logistics & Finance
These are complemented by
capabilities that enable you to
collaborate, analyze, and optimize
your service business.
© SAP 2009 / Page 3
In terms of capabilities, SAP CRM provides the following components that enable you to streamline
your customer service business and maintain customer satisfaction.
Sales & marketing for service – capabilities to automate your sales and marketing operations for
your service business, from running your marketing campaign to nurturing your opportunities in
your pipeline.
Service contracts – capabilities for managing the lifecycle of service contracts.
Installations & maintenance – capabilities for managing information of your customer installed-base
such as their make & model, configurations, operating history, and service history. Armed with this
information, you can offer proactive services to minimize your customer downtime.
Customer service & support – capabilities to deliver support service to your customer based on
established SLAs and service contracts
Field service management – capabilities to manage and execute your field service operations
Returns & depot repair – capabilities to manage and operate lean logistics operations of product
returns and in-house repair
Warranty & claim management – capabilities to manage the warranty and claim process for
maximum efficiency.
Parts logistics & finance – capabilities to manage the adjacent business processes, from parts
procurement and inventory to financial related tasks such as invoicing, revenue recognition, and
cost allocation.
Furthermore, SAP CRM also provide capabilities for
Collaboration – to expedite issue resolution and facilitate communications between your
employees, partners, & customers
Analysis – to get business insights and drive decisions
Optimization – to fine-tune and change your business and adapt to changing environment
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Customer Service & Support
Reduce cost of service while enhancing customer satisfaction
Benefits
Parts
Logistics
& Finance
Sales &
Marketing
for Service
Customer
Returns &
Depot Repair
Field
Service
Management
Installations
&
Maintenance
„
„ Increase first contact resolution
retain profitable customers
„ Superior service through multiple
interaction channels
Service request
Business ProcessReceive service
requests
or complaints
Assign &
escalate as
required
Share
knowledge
Complaints
Request to Resolution
Knowledge
management
„
„
„ Increase customer loyalty and
Customer
Service &
Support
Multi-channels
service
„
differentiated service
rate
Capabilities
„
„ Reduce cost of service and deliver
Service
Contracts
Warranty
& Claim
Management
Case management
Follow-up &
complete request
Analyze &
resolve problem
© SAP 2009 / Page 4
Using SAP CRM, you can manage the complete customer request-to-resolution process by:
Capture customer requests or complaints as customer initiate the contact with your support center.
Assign or route the request to the proper support rep to work on the request; this can either be in
real-time as is the case when the customer call your support center or can be offline when the
customer submit the request on a website or via email; depending on the request and scenario,
escalate it as required.
The request is then analyzed and the solution determined.
The customer rep then follow up with the customer to provide the solution and if it solves the
customer problem, closed the request.
The rep can then add the new learning and knowledge to a knowledge database for usage by his
peer and customers.
Some of the key capabilities supporting this process include:
„
Multi-Channels Service: Deliver customer services over phone, web, field service, and partners
„
Service Request: Enable the process of creating, categorizing, prioritizing, dispatching, and
resolving service requests
„
Complaints: Track and manage customer complaints through resolution
„
Knowledge Management: Store and maintain a consolidated repository of knowledge articles and
other documents for access using an intuitive search engine
„
Case Management: Manage complex service scenarios using cases to develop the case history,
link the relevant objects, and then specify the further actions required
The key benefits include:
„
Reduce cost of service
„
Increase first contact resolution rate
„
Retain profitable customers
Consistently meet SLAs
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Content
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Scenario Overview
Current Solution
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Further Information
© SAP 2009 / Page 5
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Complaints and Returns Management –
Features
Comprehensive management of the entire complaint and return
process:
„
Complaint management – create complaints, check whether warranty exists, or whether a
product can be returned
„
Logistics integration – monitor and track products to be returned or substitute products to
be delivered
„
Escalation management – monitor and escalate existing complaints on the basis of
service-level agreements and warranties
„
Defect tracking – analyze complaint reasons and assign the identified causes to prevent
further complaints
„
Task management – plan, monitor, and process activities to be performed by different
service employees
© SAP 2009 / Page 6
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Content
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Scenario Overview
Current Solution
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Further Information
© SAP 2009 / Page 7
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Complaints Process
Sub-items
CRM
document
Return Request
SAP ERP
Replacement
Complaint
Complaint
item
CRM
Billing
Credit/debit
request
Customer-specific
actions
Task
© SAP 2009 / Page 8
Activities can be contacts or tasks. Task is 1003.
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Basic Functions and Master Data
Reference Objects/Serial-Number Integration:
„
The reference object within a complaint enables you to identify problems that are
dependent on the IBase in which the product is installed.
„
These objects can be products, installed bases (IBases) and their components, objects,
or serial numbers.
„
You can either enter an IBase component or an object or
a product with the relevant serial number. Depending on the
assigned serial-number scenarios within the product master,
the system validates the entered serial numbers and determines
the corresponding object.
© SAP 2009 / Page 9
Serial Number Integration
Within a product master you can define the relevant serial number scenario of the
product. The scenario is downloaded from ERP and depending on the serial number
profile assigned at plant level. If a serial number profile is assigned to minimum one
plant in ERP, the following values are possible:
„ 0 :Default value (No serial number required and validated)
„ 1 :Serial number entries are possible, but no check against master data
„ 2 :Check against the individual object
„ 3 :Check against ERP serial number and object
„ 4 :Check against the ERP serial number
The value is depending on the serial number profile settings: MM03 and serial number
required.
The following validation checks are performed depending on the product master value
„ Serial number Existence check
„ Serial number Duplication check
„ Serial number Quantity check
Warranty Determination
A warranty check log contains information about checks that have been performed
regarding existing warranties for a selected service product, including the result/status of
the performed checks
You can use warranty information to make decisions about the subsequent actions that
need to be taken. For example, you might want the system to automatically create a
return item if a warranty exists.
The warranty check is based on:
„ Maintained warranty conditions for the individual object or installed base component
„ Manually maintained delivery date
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Basic Functions and Master Data
Categorization
„
Ability to describe or flexibly categorize a transaction at the header and item level by
using drop-down list boxes or a tree structure.
„
The categorization profiles used in transactions are assembled via the category modeler
and use codes as a basis for modeling the hierarchy of categories a user is able to
choose from.
© SAP 2009 / Page 10
Codes can be entered both at header and item level to describe or categorize the service
order subject, such as:
„ Description (of problem, error, damage, ..)
„ Cause (of problem, ..)
„ Reason (for damage, rejection, complaint, inquiry, ..)
„ Location (of damage, ..)
Codes, Catalogs and Profiles can be maintained in Customizing
BW analyses could be defined based on the codes entered in the service order.
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Basic Functions and Master Data
Contract Determination
„
Automatic check for valid service contracts from complaint processing, based on:
„
Business partner, validity period, and object list
„
Product list and value/quantity limits
„
Service contract assignment calculates delivery dates based on agreed SLA and
complaint pricing.
„
Sales Contract determination
„
Based on the predecessor and / or customizing
„
Also fulfilled sales contracts in a definable time frame can be determined
„
Returns can update sales contracts
© SAP 2009 / Page 11
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Special Functions in Complaint Processing
Reference Documents
„
A complaint or return can be created:
„
Without reference to an existing document
„
With reference to existing CRM documents
„
–
Sales orders
–
Service orders
–
CRM billing documents
–
Product service letters
With reference to more than one CRM invoice
(only within a mass controlling scenario)
„
The selected items from the reference document are copied into the complaint document
according to the defined copying rules and the transaction history is updated.
„
A BAdI is provided that enables the user to reference other external documents, for
example, billing or delivery documents in SAP ERP.
© SAP 2009 / Page 12
When using the BadI, the copy logic is not provided neither for items data nor for pricing.
To reference to more than one CRM Billing document is only possible when using a
mass controlling scenario
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Basic Functions and Master Data
Quality Notification:
„
The complaints and returns scenario is enhanced to
support the generation of a SAP ERP quality notification
from SAP CRM complaints.
„
The SAP ERP quality notification can be used for internal processes, which are used to
check the production line or to improve product quality and/or check inventory quality.
„
The SAP ERP quality notification is also included in the SAP CRM document flow,
allowing you to navigate to the notification during complaint maintenance or monitoring.
© SAP 2009 / Page 13
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Complaints and Returns Management –
Features (3)
Integration
„
Availability check
„
Controlling integration
„
Business warehouse integration
„
Entitlement Mangement
© SAP 2009 / Page 14
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Complaint Processes
Availability Check is used to check whether a product can be
confirmed, based on whether enough stock is available can be produced
or purchased on time. The product is reserved in the required quantity,
and requirements are transferred to production or purchasing.
ATP Check
„
Calculated according to complaint-specific ATP profile
„
Can only be simulated (products are not reserved)
„
Is relevant for substitute delivery items
© SAP 2009 / Page 15
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Complaints and Returns Management –
Features (5)
Follow-Up Processes
„
Scheduled actions
„
Return request
„
Substitute delivery
„
Credit request
„
Return authorization
„
Invoice correction
„
Scrap authorization at customer
„
Approval process
„
Manual investigation
© SAP 2009 / Page 16
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Scheduled Actions
Scheduled Actions:
„
Recurring process steps within a complaints and returns management scenario
„
Generate actions (for example, e-mails or work flows) from application data in accordance
with an action definition
„
Flexible definition of actions (standard and customer-specific actions)
„
Action profile at header and/or item level
„
Manually triggered by user or automatically triggered by planning and start conditions
© SAP 2009 / Page 17
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Standard Actions
Create Return Request:
„
An SAP ERP return request is created for goods-receipt processing.
Create Replacement:
„
An SAP ERP delivery document is created and managed in the
delivery list.
Create Credit/Debit Memo Request:
„
The credit/debit memo request is transferred to CRM billing. The credit/debit request is
created and appears in the billing list.
Create Task:
„
A CRM task is created and appears in the responsible employees
task list.
© SAP 2009 / Page 18
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Return Authorization
Return Authorization Item
„
A return authorization item containing the data for the physical return is created for the
return-requested item.
„
The return authorization item is replicated in a sales-order return item for goods receipt
processing.
„
The approved quantity in the return-requested item is copied into the quantity field of the
return authorization item.
© SAP 2009 / Page 19
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Invoice Correction
Invoice Correction:
„
The invoice correction triggers a difference calculation.
„
The system generates a new billing document with the original billing item and a new
billing item that is based on the actual delivery quantity. The system then calculates the
difference.
„
The quantity and amount of the original billing item are recorded as credits (negative
values).
„
The quantity and amount of the new billing item are recorded as debits (positive values).
„
After the difference calculation is complete, it is no longer possible to create a claim for
the original billing item, because of the document flow. Only claims for the most current
billing item correction can be created.
© SAP 2009 / Page 20
The invoice correction requires:
„ the complaint has to be created with reference to a CRM Billing document
„ the billing document has to be a debit invoice (Credit invoices are not supported)
Not Supported:
„ the invoice correction item does not reflect sub items like substitute delivery
„ Invoice correction is not possible when the predecessor billing document is a credit note
„ the system does not determine the invoice correction quantity when a return request is
created and not the direct delivery scenario is used
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Approval Process
Approval Process
„
You can use the complaints and returns management scenario with or without
approval processing.
„
The following system statuses are available in the approval process:
„
„
Released
=> The complaint item is approved
„
Rejected
=> The complaint item is declined
„
Investigation => The complaint item has to be checked by
a manual investigator
You can define customer-specific actions to build up your own approval process.
© SAP 2009 / Page 21
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Manual Investigation
Manual Investigation
„
If the system cannot approve a complaint item automatically, the status
“investigation” is assigned and the document is transferred to the work flow for
manual document processing.
„
This work flow determines the employees responsible for the complaint item and
forwards the document to them.
It is possible to define a work-flow scenario with a maximum of three levels. For
example:
„
„
Researcher
„
Analyst
=> Approves or rejects a work item or asks the
researcher for more information
„
Approver
=> Final approval
=> Provides more information
The end result is that the critical document is released or declined.
© SAP 2009 / Page 22
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Manual Investigation Process
Customer
„
Customer creates
a complaint
„ System validates
complaint items
Researcher
Analyst
Approver
„ Analyst approves
Researcher is
the manual
responsible for
providing additional investigation item
information but is
not allowed to
approve an item
„
#
„ Prod B Shortage "
„ Prod C Overage !
Prod A Pricing
Approver sets the
final approval
Complaint
Complaint
„
„
Only items with status “manual
investigation” have to be
processed
! Item is approved (by system or manual investigator).
" Item is rejected (by system or manual investigator).
# Item is set to “manual investigation” by the system.
© SAP 2009 / Page 23
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„
Prod A Pricing
!
Prod B Shortage "
„ Prod C Overage !
„
Content
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Scenario Overview
Current Solution
Communication Channels
Further Information
© SAP 2009 / Page 24
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Communication Channels
Complaints and returns management is available within
different communication channels, such as:
„
Interaction center WebClient
„
Mobile service
„
Internet customer self-service
© SAP 2009 / Page 25
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Communication Channels
Complaints and returns within the interaction center WebClient
In the interaction center WebClient, the agent is able to record a complaint or
return request and trigger the relevant follow-up process steps (for example,
return request, credit request, or replacements).
„
Create and resolve customer complaints sent via various communication channels
„
Identify customer’s account and installed base of registered products immediately
„
Trigger follow-up processes for returning the product or for crediting an amount
„
View complete history of customer’s past interactions
„
Agent-specific view design that supports the creation and monitoring of customer
complaints
© SAP 2009 / Page 26
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Communication Channels
Complaints on Mobile Service:
In SAP Mobile Service, the service representative is able to record a
complaint and trigger the relevant follow-up process steps offline when
visiting a customer.
The complaints and returns process can be used to address customer
dissatisfaction or to initiate a customer return
(for example, for exchanged parts).
„
Complaints can be created:
„ With reference to service orders or service confirmations
available on mobile service
„ Without reference to a CRM document
„ The service representative adds the following information:
„ Account information
„ Reference objects or serial number information
„ Product and complaint quantity
„ Problem description, using predefined and prompted codes
or using the text field
© SAP 2009 / Page 27
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Communication Channels
„
The system checks whether a warranty exists for the reference object or the
entered product.
„
The service representative can trigger the relevant follow-up processes:
„
„
Return request
„
Replacement delivery
„
Credit request
The service representative submits the ready-to-synchronize complaints.
© SAP 2009 / Page 28
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Communication Channels
Internet Customer Self-Service
Internet customer self-service enables a customer to create and monitor
complaints.
„
The customer can create a complaint with reference to a product or to an installed
base component.
„
The customer can also add the following information:
„
Problem description using predefined and proposed codes or using the
text field
„
Reference information (document number and dates)
„
Complaint quantity
„
Customers can add their “expectations” (for example, credit memo expected or
replacement delivery expected).
„
Account data is automatically copied into the complaint document.
© SAP 2009 / Page 29
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Content
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¾
¾
¾
Scenario Overview
Current Solution
Communication Channels
Further Information
© SAP 2009 / Page 30
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Further Information
Î
CRM Roll-Out Map
https://portal.wdf.sap.corp/go/crm-rollout-map
Î
CRM Field Information
https://portal.wdf.sap.corp/go/crm-field
Î
CRM Knowledge Transfer
http://service.sap.com/okp
External access: Program Conditions for SAP Customers and Partners
Internal access: http://service.sap.com/rkt-crm
Î
Online Documentation (available at RTC)
SAP Help Portal: http://help.sap.com/crm/
Î
SAP Public Web
http://www.sap.com/solutions/business-suite/crm/featuresfunctions/index.epx
© SAP 2009 / Page 31
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© SAP 2009 / Page 32
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