Customer Complaints

The Customer Complaints feature forms part of the Quality Management System. It provides a platform for customers to raise complaints and for the organization to investigate and take the necessary action to address these complaints.

Once a complaint is received and categorized, possible corrective and/or preventative action can be developed and implemented to ensure customer satisfaction is maintained.

Exploring

The programs related to this feature are accessed from the Program List of the SYSPRO menu:

  • Program List > Contact Management

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.

Setup programs

Customer Complaints Owner Maintenance

Reason for Routing Maintenance

Customer Complaints Severity Maintenance

Customer Complaints User Maintenance

Customer Complaints Group Maintenance

Processing programs

Customer Complaints Entry

Assign Complaint

Report programs

List of Complaints Owners

List of Complaints Routings

List of Complaints Severity Statuses

List of Complaints Users

List of Complaints Groups

Customer Complaints Report

Browse programs

Browse on Complaints

Browse on Complaint Owners

Browse on Complaint Reasons for Routing

Browse on Complaint Severity

Browse on Complaint Users

Browse on Complaint Groups

Query programs

Complaint Query

Period end programs

Complaints Purge

Other programs

System Setup

PDF and Video Resources

Feature Guides

Starting

To use this feature, the following module(s) must be installed according to the terms of your software license agreement:

  • Quality Management

You can secure this feature by implementing a range of controls against the affected programs. Although not all these controls are applicable to each feature, they include the following:

  • 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 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.
  • 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 programs by assigning them to roles and applying access control against the role (configured using the Role Management program).

Solving

Complaint acknowledgments are automated email notifications sent to various people as a complaint moves between the customer, complaint administrator, owner and user.

A complaint acknowledgment is sent in the following instances:

  • When a complaint is assigned to a complaint user.
  • When the complaint is routed to a complaint user.

  • When the complaint is escalated to a complaint user.

The recipients, subject and body of the email can be configured using the Assign Complaint program.

Using

The programs related to this feature are accessed from the Program List of the SYSPRO menu:

  • Program List > Contact Management > Customer Complaint System

  • Program List > Administration > General Setup

  1. Ensure that you have configured the Email/SMTP settings from within the System Setup program.

  2. Add complaint owners using the Customer Complaints Owner Maintenance program.
  3. Add complaint users using the Customer Complaints User Maintenance program.

  4. Add complaint groups using the Customer Complaints Group Maintenance program. These groups are used to categorize customer complaints.

  5. Configure the recipients, subject and/or email body for complaint notifications using the Assign Complaint program.

    The default complaint notification emails are located in the \Base\Samples folder.

  6. Add reasons for routing/escalating complaints, using the Reason for Routing Maintenance program.
  7. Add severity levels for a complaint using the Customer Complaints Severity Maintenance program.
  8. Capture customer complaints using the Customer Complaints Entry program.
  9. Assign a complaint user to the complaint using the Assign Complaint program.
  10. Capture the activities against the complaint using the Customer Complaints Entry program.
  11. Query the status and details of a complaint using the Complaint Query program.
  12. Purge complete customer complaints that are no longer needed, using the Complaints Purge program.

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.

The following indicates areas in the product that may be affected by implementing this feature:

This is a new program that lets you capture and maintain customer complaints.

This is a new program that lets you capture and maintain complaint owners who receive and assign the complaint to a complaint user.

This is a new program that lets you capture and maintain complaint users who investigate and resolve complaints.

This is a new program that lets you capture and maintain groups into which complaints can be categorized.

This is a new program that lets you capture and maintain the reasons for routing a complaint to a different user.

This is a new program that lets you assign a customer complaint to a complaint owner and configure the default complaint notifications sent to complaint users.

This is a new program that lets you perform queries on complaints.

This is a new program that lets you delete customer complaints.

This is a new program that lets you capture and maintain the severity status of complaints.

This is a new program that lets you browse customer complaints.

This is a new program that lets you browse the groups into which complaints have been categorized.

This is a new program that lets you browse the list of severity of complaints (i.e. indicating the priority with which the complaint must be handled).

This is a new program that lets you browse a list of users who deal with complaints.

This is a new program that lets you browse a list of users who are complaint owners and who manage complaints.

This is a new program that lets you browse the reasons for routing complaints to another owner.

This is a new report that lists complaint owners who review, assign or approve customer complaints.

This is a new report that lists the reasons for routing customer complaints and whether the reason for routing is used to escalate complaints.

This is a new report that lists all severity classifications that are used to determine the importance of a complaint and the expected time to resolution.

This is a new report that lists all users who investigate and resolve complaints.

This is a new report that lists the complaint groups that represent departments to which complaints are assigned.

This is a new report that lists complaints as well as customer details, resolution details and all linked activities for resolved complaints.