SAP Web Channel Experience Management E-Service: CRM Complaints and Returns

[Former Member]

E-Service: Complaints and Returns

Interactions with customers do not always go as expected and problems can arise from time to time.  If you have ordered items to have them shipped, accidents can happen during transit, and you may end up receiving damaged goods. 

Using WCEM with the CRM 7.0 backend, complaints and returns provide the means for customers to resolve their own issues with easy to follow steps, as well as offering the option for a business to be able to define automated actions triggered at the end of the process.

Illustration 1: Complaint Process

Depending on your business needs, you can give different starting points to initiate a complaint or a return.  These options can be enabled directly from the web channel builder. 

Illustration 2: WCB Settings

Once an item has been chosen, it is time to give some details about the nature of the issue and what kind of resolution you expect.  To do so, you can enter a description, use categorization values, and even attach a document or a picture showing the damage to the item.  Optionally, service contracts can be used in the complaint process if, for example, specific response times are expected to the problem resolution.  This can be useful if you have a special program where a customer can pay to receive extra attention.

Illustration 3: Specify details for a complaint

After you’ve entered all the data required, you will be directed to a page where various solutions are offered by the system.  The knowledge base will offer articles contextualized to the information given on the details page and to the problematic item itself.  By removing the knowledge management module in the web channel builder, the “check solutions” step would disappear.

A nice feature offered is the automatic resolution of problems using BRF+.  For example, if a user is returning an item, you can setup conditions to take action immediately such as issuing a credit memo.  If needed, custom actions can be defined quite easily.

In release 2.0, we have enabled the “Contact person” scenario for eService.  This now allows multiple representative of an account to act on the account's behalf to do business.  A complaint or a return initiated by one of the representative can be accessed by another person of interest, as long as they are linked to the same account.

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