Skip to end of metadata
Go to start of metadata

The Complaint Management ES bundle provides enterprise services that enable users to create and store customer complaints about products or services in SAP Customer Relationship Management (CRM). Once complaints have been created, users can find, read, and modify them, also using enterprise services in this ES bundle.

For example, large organizations that have contracts with product suppliers can use this bundle to submit complaints to the suppliers themselves, which maintain all related data directly in SAP CRM.

If a supplier has contracted a customer service provider to handle complaints on its behalf, customers can lodge complaints with the service provider, which, in turn, will use third party software (modified to invoke the services in this ES bundle) to create the complaints in the supplier's CRM system.

Another possible approach is that individual customers who have purchased products from a business can submit a complaint to that business over the Internet. If the business has itself purchased the products from a subcontractor or second-tier supplier, it can submit the customer complaint to the subcontractor or second-tier supplier for resolution by them, again by invoking the services in this ES bundle. In such a case, the partnered businesses will have established a back-end integration that is both speedy and agile.

Business processes that organizations can execute using the Complaint Management ES bundle include:

  • Creating customer complaints through third-party service providers
  • Creating customer complaints via the Web
  • Creating customer complaints application-to-application

Complaint_Management (click to enlarge)


Using enterprise services, the Complaint Management ES bundle leverages enterprise SOA through communications between Web interfaces or third-party software and SAP CRM 7.0.

Audience

All businesses and industries with customer service centers or partnered customer service providers will find the Complaint Management ES bundle useful for creating, tracking, and modifying complaints about products and services.

The business roles that will use this bundle include:

  • Manager
  • Clerk
  • Customer service representative

    For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.


How To Use This ES Bundle

Most businesses receive and manage complaints from their customers through customer service representatives at a department or center especially devoted to that purpose. In the past, once a complaint is filed by mail, email, fax, or telephone, a customer service representative would manually enter the information directly into the company's back-end system. Any modifications to the complaint would be handled in the same fashion. Since the system in use was typically standalone, the overall process lacked flexibility. And, because it also entailed repetition and inaccuracy, it lacked efficiency, too.

Today, the Complaint Management ES bundle enables businesses to tightly integrate their third-party customer service software and web portals with SAP CRM. Consequently, regardless of how complaints are received, they can be easily created, stored, accessed, and modified on demand.

With all relevant complaint data available in a single robust system, businesses can eliminate cost-intensive paper processes and avoid data duplication as they achieve greater agility and transparency. Those businesses with partner relationships can communicate their needs with enhanced speed and efficiency, too. In all cases, every complaint is available for immediate processing as soon as the customer lodges it.

This section will explore a series of use cases for the Complaint Management ES bundle. Each scenario will show how different outcomes can be achieved by using the enterprise services in different combinations. While these examples illustrate a few of the ways that this ES bundle could be used, the intention is to show the flexibility and reusability of these business objects and enterprise service operations so that you will have a clearer understanding of how to best deploy them in your own environment. This wiki is also a space for you to share knowledge and collaborate with others who are implementing the Complaint Management ES bundle.

Use Case 1: A Service Provider Enters Customer Complaints

The customers of today's businesses are provided with a variety of ways to communicate any questions, concerns, and complaints about the products and services they purchase. One of the most common means by which they can express their concerns is to call the customer service center of the business from which they made their purchase. It may be that the business runs the service center in-house or that it has partnered with a third party to handle all concerns about its products and affiliated support services. In this use case, a customer has called a third-party service center to complain about an appliance that was delivered in a faulty condition.

Before the call center agent can assist the customer, he must first locate her business partner data, which may contain such details as her personal and contact information, along with data that is specific to the products and services she purchased, including the appliance, any associated warranties, and maintenance service packages. To conduct a search, the attendant representative can invoke the Find Business Partner Basic Data by Name and Address service operation, which uses the Business Partner business object.

Now that the representative has located the customer's business partner data, he can view it by triggering the Read Business Partner Basic Data service operation.

To quickly determine whether the customer has submitted any previous complaints with the appliance maker, the service representative can invoke the Find Customer Complaint by Elements service operation, which uses the Customer Complaint business object.

If it turns out that the customer has already lodged a complaint about the appliance but has additional information to add to the complaint file, the representative can make the necessary modifications and then trigger the Change Customer Complaint service operation, which also uses the Customer Complaint business object. It may be, on the other hand, that the customer has just discovered a problem with the appliance and is now calling for the first time to file an initial complaint. If so, the representative can generate and store the complaint by invoking the Create Customer Complaint service operation.

Once the representative has created and stored the complaint, all authorized service representatives can track and modify the complaint on the customer's behalf until it has been resolved.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A customer calls in and the customer service rep looks up the customer's information.

Find Business Partner Basic Data by Name and Address

Step 2: The customer service rep selects the customer's name from the search.

Read Business Partner Basic Data

Step 3: The service representative conducts a search for any previous complaints by the customer.

Find Customer Complaint by Elements

Step 4a: If the customer has already filed a complaint but wants to add new details, the customer service representative modifies it.

Change Customer Complaint

Step 4b: If the customer has not yet filed a complaint about this, the customer service representative creates one.

Create Customer Complaint

Use Case 2: Customers Entering Complaints Using the Web

Yet another common means by which customers can express concerns about the products and services they purchase is via the Internet. The majority of today's businesses maintain pages on their web sites for just this purpose. When this is the case, the customer can simply log onto the site, identify the product or service about which they wish to complain, fill out the necessary fields with all requested information, and then submit the complaint. In the future, they can log onto the site to track their complaint.

In this case, a customer ordered a book from an online book dealer, but received it only to find that it was missing pages. To receive a replacement or a refund, she needs to file a complaint with the dealer. When she logs on to the site's complaint page, a variety of services are automatically invoked, including Find Business Partner Basic Data by Name and Address, Read Business Partner Basic Data, and Find Customer Complaint by Elements.

At this point, a variety of information should be available to the customer, including her personal account information, her billing preferences, and her billing and shipping addresses. Had the customer already created a complaint about her book at an earlier date, she could modify it now by triggering the Change Customer Complaint service operation. To file a new complaint that is not related to any existing complaint, she can invoke the Create Customer Complaint service operation, which also uses the Customer Complaint business object.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A customer logs onto a complaint web page provided by the company

Find Business Partner Basic Data by Name and Address
Read Business Partner Basic Data
Find Customer Complaint by Elements

Step 2: The web application displays the customer's information, including any existing complaints.

(No enterprise service is invoked during this step)

Step 3a: If the customer has filed a previous complaint but wishes to add new details about it, she modifies it.

Change Customer Complaint

Step 3b: If the customer wishes to file a new complaint, she creates one.

Create Customer Complaint

Use Case 3: A Business Files Customer Complaints with a Supplier

A typical production and sales ecosystem includes a product supplier, a product retailer, and an end customer. Just as the end customer must have a means to communicate concerns and complaints to the product retailer, so too must the product retailer be able to express its concerns and complaints to the supplier from which it obtains its products.

In this case, a retail shoe store has received numerous complaints about a specific shoe from a number of customers. The customer service system that the retailer uses is capable of logging these complaints under a common identifier so that
when the retailer is ready, it can file a single complaint with the supplier from which it received the shipment of shoes.

To begin, the retailer enters its identity so that the supplier's system can display all relevant business partner data via the retailer's own third-party complaint system. The retailer's business partner data is hard coded as part of the message, so there is no need to invoke any find or read service operations. Instead, the retailer can simply file a complaint directly to the shoe supplier's back-end system. At this point, the Create Customer Complaint service operation, which uses the Customer Complaint business object, is triggered.

Later, if the retailer receives more complaints about the same shoe, it may wish to update the complaint it previously lodged with the supplier. For the supplier's system to find the existing complaint and then display it in the UI of the retailer's third-party system, the retailer simply needs to enter its identity, as it did when creating the original complaint, and the Find Customer Complaint by Elements service operation, which uses the Customer Complaint business object, will be invoked. Upon modifying the existing complaint, the retailer can trigger the Change Customer Complaint service operation, which uses the Customer Complaint business object.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A business selling a product from a single supplier has received numerous customer complaints about the product and wishes to lodge a complaint directly with the supplier. The business user (or application) logs into the supplier's system.

(No enterprise service is invoked during this step)

Step 2: The business submits the complaint directly to back-end system of the supplier

Create Customer Complaint

Step 3: The business wishes to update the complaint it previously lodged with the supplier

Find Customer Complaint by Elements

Step 4: The business updates the complaint

Change Customer Complaint

Future Directions

All future directions for the Complaint Management ES bundle will be based on changes to current standards, as well as on evolving industry requirements.

System Requirements

Related ES Bundles

  • Account and Contact Management

End-to-end Processes Where This ES Bundle Is Used

SOA Homepage on SDN