Browse on Complaint Reasons for Routing

This program lets you browse the reasons for routing or escalating a customer complaint.

Exploring

Things you can do in this program include:

  • View reasons for routing and escalating detail.

  • Filter/print a list of routing and escalating reasons.

This program is accessed from the Program List pane of the SYSPRO menu:

  • Program List > Contact Management > Customer Complaint System > Browses

This is where a consumer expresses dissatisfaction with a supplier's goods or service, typically as a result of defective products or poor service. While this can be viewed as negative sentiment, it also affords a supplier an opportunity to improve their business processes by re-evaluating their quality and service delivery.

This is typically a SYSPRO administrator who receives and evaluates customer complaints and assigns a severity level in order to calculate the due date of resolving a complaint.

The complaint owner assigns a complaint to a complaint user for resolution. The complaint owner can also resolve and close a complaint, if requested to do so by the complaint user.

This is typically a SYSPRO operator who investigates and is responsible for resolving and closing a complaint.

Topics

Customer Complaint System

Starting

You can restrict operator access to programs by assigning them to groups and applying access control against the group (configured using the Operator Groups program).

  • You can't maintain information displayed in this list view if Browse only access is defined against the program, but access to the corresponding maintenance program is not allowed (Operator Groups).

Solving

This message indicates that the program has a list view with check box columns and that the Multiple Row Selection feature is enabled (i.e. you can select multiple rows in the list view by using the Ctrl or Shift key and then click on the check box for any selected row to apply that check to all the highlighted rows).

This facility is not available if any list view column is editable.

Using

The following are possible status codes for a customer complaint:

Status Description
N - New

The complaint has been created.
A - Assigned

The complaint has been allocated to a complaint user.
U - Unassigned

The complaint has been set aside for future allocation to the correct complaint user and/or group.

C - Closed

This status is applied to the complaint when the investigation is complete and the customer is happy with the outcome.
Re-opened

This status is applied to a complaint that was previously closed. This typically happens when the customer is still dissatisfied with the resolution offered. Only complaints in a C - Closed status can be set to Re-opened.

  • You can toggle the display of browse-type programs in the Program List by right-clicking anywhere in that pane and ticking/unticking the Include Category 'Browses' option.

  • Columns in a list view are sometimes hidden by default. You can reinstate them using the Field Chooser option from the context-sensitive menu (displayed by right-clicking a header column header in the list view). Select and drag the required column to a position in the list view header.
  • Press Ctrl+F1 within a list view or form to view a complete list of functions available.

Referencing

This exits the program.

This lets you capture a new data record.

This lets you change details for the currently highlighted record.

This deletes the highlighted data record.

This prompts you for confirmation before you can delete a data record.

This outputs the data to a printer destination of your choice.

This exports the data to Microsoft Excel.

Field Description
Reason Id

This indicates the unique identifier of the reason for routing.
Reason for routing

This indicates the reason for routing the customer complaint.
Use this flag to escalate complaints This indicates that the Reason for routing field can be used for the purpose of escalating a complaint.