Complaints Management

Prerequisites

You can use this function to handle customer complaints within your sales and service organizations. A complaint is an expression of dissatisfaction that a customer makes with regard to a service or product. You can use complaints management in your company to represent the entire complaints process from recording a complaint, the technical analysis and relevant tasks, through to statistical evaluation.

Creating Complaints

You can create complaints with reference to a VSS order. This simplifies the creation of complaints since all of the data, such as customer or vehicle, is included from the referenced order. You can also create complaints without reference to a VSS order.

Defect Tracking

You can use categorization to define your own catalogs with damage codes and reasons. You can access these catalogs from the complaints transaction. Predefined damage codes make it easier for you to enter complaints, while giving you an option for evaluating products, customers, and reasons for complaints in an attempt to prevent further complaints by identifying the defect causes.

Task Management

You can plan, track, and process tasks relating to complaints, such as assigning responsible employees, task data and priority.
Complaint processing includes a wide range of features. You can use a quality notification to:

• Describe a problem and identify the affected reference objects (for example a vehicle).
• Record the names of all persons (customers) involved with the problem.
• Define processing parameters for the activity; you can assign a priority to the activity, and specify a time frame for which the problem should be completed.
• Monitor the status and progress of tasks.