SAP Customer Relationship Management > Service > Complaints & Returns

Complaints & Returns

Main Process

 

 

 

See also

 

The complaints and returns management function covers the entire complaints process, from recording a complaint, analyzing it, processing it, through the statistical evaluation of it.

 

A complaint is defined as an expression of dissatisfaction a customer makes in relation to a service or product. A return is defined as the situation where a customer returns a product without first making a complaint.

  • Decreased costs:  Automates process of managing complaints and returns
  • Improved service planning:  Companies can plan and manage return material costs more accurately
  • Increased customer satisfaction:  Transform dissatisfied customers to satisfied customers through expert handling of their service issue or return


The following business goals and objectives can be achieved through the implementation of these processes:


Business Processes

Knowledge ManagementSAP Component or Feature Available

Allows service representatives to access a consolidated repository of symptoms and solutions using an intuitive search engine.

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

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    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 ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Returns ProcessingSAP Component or Feature Available

    Monitors the receiving and disposition activities that take place to complete the actions generated by a Return Material Authorization (RMA).
    SAP Component or Feature Available Returns Process
    SAP Component or Feature Available Refurbishment
    SAP Component or Feature Available Return Authorization Item
    SAP Component or Feature Available Return Material Authorization Number

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

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Follow-Up ProcessesSAP Component or Feature Available
    Supporting processes for complaint and returns management.
    SAP Component or Feature Available Manual Investigation Process
    SAP Component or Feature Available Approval Process
    SAP Component or Feature Available Customer Survey

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

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Recall ManagementSAP Component or Feature Available

    The Recall Management for service parts support e.g. manufacturers to call back service parts.

     

    The manufacturer creates a recall Product Service Letter (PSL)  including a list of service parts and e.g there serial numbers and the target group of customers who have to be informed. Then dealers create complaints with the reference to the recall PSL within the manufacturer's system using the customer portal.
    SAP Component or Feature Available Analyzes defects that have occurred
    SAP Component or Feature Available Creates recall, including a list of recalled service parts and assigns target group
    SAP Component or Feature Available Receives e-mail about new recall
    SAP Component or Feature Available Creates return request with reference to recall
    SAP Component or Feature Available Enters service parts to be returned
    SAP Component or Feature Available Packs parts and returns
    SAP Component or Feature Available Inspects returned service parts
    SAP Component or Feature Available Creates credit memo

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

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

    		•
     
    Warehouse Management IntegrationSAP Component or Feature Available
    Warehouse Management Integration for complaints and returns include inbound and outbound processes.

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

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

    		•
     
    Logistics IntegrationSAP Component or Feature Available
    Complaints and returns in SAP CRM are integrated to processes in SAP ERP Logistics.
    SAP Component or Feature Available Service Parts Management
    SAP Component or Feature Available Serial Number Management
    SAP Component or Feature Available Quality Notification Integration
    SAP Component or Feature Available Inventory Management
    SAP Component or Feature Available Reverse Logistics

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

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

    		•
     
    Financial IntegrationSAP Component or Feature Available
    Billing, credit memos and invoice correction are part of the financial integration processes.
    SAP Component or Feature Available Invoice Correction

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

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Complaints and Returns AnalyticsSAP Component or Feature Available

    This process is used to analyze key figures that provide information about the quality of your services and enable you to draw conclusions about the level of customer satisfaction.

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

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP NetWeaver
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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