Customer Complaints Group Maintenance

Exploring

This program lets you maintain groups for the customer complaint system.

Things you can do in this program include:

  • Add and maintain customer complaint groups.

  • Specify a group owner.

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

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

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 restrict operator access to activities within a program using the Operator Maintenance program.

You can restrict operator access to the fields within a program (configured using the Operator Maintenance program).

You can restrict access to the eSignature transactions within a program at operator, group, role or company level (configured using the eSignature Setup program). You can restrict access to the eSignature transactions within a program at operator, group, role or company level (configured using the Electronic Signature Configuration Setup program). Electronic Signatures provide security access, transaction logging and event triggering that gives you greater control over your system changes.

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 restrict operator access to functions within a program using passwords (configured using the Password Definition program). When defined, the password must be entered before you can access the function.

The following configuration options in SYSPRO may affect processing within this program or feature, including whether certain fields and options are accessible.

The Setup Options program lets you configure how SYSPRO behaves across all modules. These settings can affect processing within this program.

Setup Options > Keys > Financials

  • Key type
  • Case
  • Suppress leading zeros
  • Presentation length
  • Numbering method
  • Next complaint

Solving

You're trying to create a customer complaint group record, but the group owner is not defined as a system administrator.

Choose a system administrator to be the group owner of customer complaints.

You're trying to create a customer complaint group record that is not linked to a SYSPRO group.

Choose a SYSPRO group that will be the complaints group.

You're trying to save a new complaint group record, but haven't entered a complaints group owner.

Choose a SYSPRO system administrator who will be the complaints group owner.

Referencing

This saves your entries.

This saves your entries and closes the current window or program.

This closes the current window or program.

This lets you capture a new data record.

This deletes the highlighted data record.

Select this to display a list of all SYSPRO operators.

Select this to displays a list of operators that are linked to the Contact Management System system.

Enter a complaints group identification code.

The group must be linked to a SYSPRO group.

Field Description
Complaints Group Details

 
Group name

This indicates the name of the customer complaint group.
Group description

This displays the description of the customer complaint group.
Complaints Group Owner Details

Once you have selected the group owner, the name, email address and branch are populated automatically and can't be edited.
Group owner

This lets you select the owner of the customer complaint group.

This person will be the complaint owner who receives escalation emails of complaints assigned to the group.

Group owner name

This indicates the name of the group owner.
Group owner email

This indicates the group owner's email address.
Group owner branch This indicates the branch where the group owner is located.