Mill Products > Customer Service > Complaint / Claim Management

Complaint / Claim Management

Business Scenario

 

Business Scenario Maps

  • Claim Management
  • Complaints & Returns Management
  • Complaints & Returns Management in E-Commerce
  • Complaints Processing in the Interaction Center

    • Key Performance Indicators

  • Customer Satisfaction Index
  • Percentage of Customer Complaints

    • Partner Opportunities

  • Partner Opportunities in Mill Products
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    The Complaint Management scenario has established procedures for passing complaint information into the enterprise throughout all channels for efficient and effective resolution. Companies can plan and manage product returns, product recalls, returns expenses, credit memos, material replacements, and quality management. The whole scenario leads to an improved customer service and therefore increases customer retention and satisfaction.

    Business Goals & Objectives


    Improving Customer Service

    Complaint management and tracking
    Improve service quality

    Improving Service Delivery

    Better service levels

     

    Business Processes
    Complaints ProcessingSAP Component or Feature Available

    Tracks established procedures for passing complaint information into the enterprise for resolution so that dissatisfied customers become satisfied customers and companies can plan and manage return material costs.

    This process is supported by the following SAP and/or partner offerings

  • SAP Customer Service and Aftersales Support for Mill Products
  • SAP ERP

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    Warranty Claim ProcessingSAP Component or Feature Available
    Warranty Claim Processing fulfills the needs both of manufacturers, importers or vendors of complex products and their suppliers. In this business environment, the prerequisites for a right to warranty are becoming more extensive and more complex. Warranty restrictions due to the length of service or age of the product, authorization processes and comprehensivecheck mechanisms in the warranty claim make warranty claim processing in many companies a timely and costly procedure. Furthermore, due to a European legal initiative, the warranty or guarantee period for products of specific industry sectors has been extended to at least two years. The number of incoming warranty claims has, understandably, increased in the wake of this decision. Warranty Claim Processing offers you a software solution that can deal with a large number of warranty claims comfortably and, as far as possible, automatically. Only those claims that produce negative results in the automatic checks are included in manual processing. You also have a maximum amount of flexibility as regards the warranty conditions that you can define

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP

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    Credit Memo ProcessingSAP Component or Feature Available

    You can create a credit memo request if customers are charged too much, or a defective product is returned, or a complaint is made about a service performed.

    After a detailed check, you can either release or reject the credit memo request. If the credit memo is released, the customer receives a credit memo for the full amount to be credited.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP
  • SAP Sales Management for Mill Products

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    In-House Repair ProcessingSAP Component or Feature Available

    The customer contacts the service provider with a request for his or her defective product to be repaired.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP
  • SAP Sales Management for Mill Products

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    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus