SAP-CRM full Procedure of Work in Module

SAP-CRM full Procedure of Work in Module

                    (System, Applications and Products-Customer Relationship Management)

  1. Double Click SAP Logon Icon from Desktop
  2. Double Click on CRP (Full Form: Capacity Requirements Planning)
  3. Enter User : Employee ID
  4. Enter Password : Enter Your Password(SAP-ECP)
  5. Enter
  6. We can see the home page of CRP “ SAP Easy Access – User menu for Your name “
  7. Double Click Start the Web Client UI (Left Side – Under User Menu for Your name ->First

Option“)

  1. 8. A site will be opened “ SAP Net Weaver”
  2. Enter User : Your Employee ID
  3. Password : Enter Your password
  4. Click on Log On (In Some cases Password Change screen will be came, if so please enter old

Password, New Password, Confirm New Password-> OK)

  1. 12. We can see CRM Home Page.(Search Complaint Page)
  2. For Register New Complaint Please Click Log Complaint (Left- Top)
  3. Select Category as Mail

(Financial – for SB cases, Insurance –For PLI/RPLI,Others-Ordinary Letters, Misbehaviour of Staff etc.)

  1. Service : Select the option as per complaint E.g. Registered Letters
  2. Type : Select the option as per complaint E.g. Non Delivery of Articles
  3. Enter Article Number in Article ID Field (Right Side)
  4. Enter Key
  5. Article details will be filled from Database. Also Article Status: Article Present

Status(Delivered/Not Delivered/taken out Delivery etc.) .If the article Status is

Delivered then TYPE(Third Text Box from the top – Previously selected) should not be

“Non Delivery of Articles” or “Others”

  1. Enter Complaint Description (Right Side)
  2. Enter Correct Mobile Number and email Address in Senders Address Part.
  3. Finally Click on Register Button
  4. We can see Success Message in Top-Left Side – “Complaint ID Number 2000xxxxxxx Successfully Created.
  5. Mail regarding the Complaint with Complaint ID will be sent to
  6. Customer as Acknowledgement
  7. Destination office as Intimation.

All the RL-Ack letters, while registering complaints – Some Issues are there in Non

receipt of Acknowledgement cases.

 

After entering Tracking Number, in Service(Second from top) Field -> Only Registered

Letter Option will be available. So we can’t select “Non Receipt of Ack Cards/Proof of

Delivery “ option In Type field.

 

This is one of the major errors in CSI. In CSI POS booking of RL-AD letters, there is no

Acknowledgement details in MPCM Sticker and IPVS Despatch List: These details from

POS have been fetched to CRM . Hence the issue.)

 

.                                                     Temporary Solution

  • Select Type as Delay in Delivery of Articles
  • Register Complaint by clicking Register: Note the Complaint Number.
  • Click Search Complaint (Left Side)
  • Enter the Complaint Number like

 

 

Complaint ID

 

as

 

Enter notes Complaint ID here

 

  • Click Search
  • We can see the details of the complaint in Result List(Bottom)
  • Click on Complaint ID ( E.g. 20000xxxxx) We can see entire details of the complaint.
  • Click on Edit (Top)
  • Change Service as Registered Letter with Acknowledgement

(Registered Letter Registered Letter with Acknowledgement)

  • Select Type : Non Receipt of Ack Cards/Proof of Delivery
  • Click on Save (Left-Top)
  • Now the Case will be solved

………………………………..

 

FOR VIEWING OUR COMPLAINTS

  1. Click Search Complaints (This Page is the home Page)

2.

Pending with As Enter your facility I’d or copy from the top

 

  1. Click Search
  2. We can see our pending complaint in Result List(Bottom)
  3. Click on Complaint ID ( E.g. 20000xxxxx) We can see entire details of the complaint

as following separate blocks

  1. Complaint Details -> Status, Complaint Registered

Date,category,Service,Type Etc.

  1. Complaint Registration details

 Office Registered ,raised to,Pending with,Article tracking ID, Article

Booking Date etc.

  1. Routing Tracking

=> Movements

  1. Notes => Comments
  2. Parties Involved => Name & Address of Sender & Receiver
  3. Transaction History
  4. Attachments => If any attachment E.g. Image of Delivery Slip
  5. Dates => Complaint Registration, Article Booking dates etc.

 

  1. Click Article Tracking ID from Complaint Registration details block
  2. We can see the Tracking Report. Check with manual Delivery slip if

needed.

  1. Click Edit (Top)
  2. Select Status as Sent For Resolution
  3. Enter Closing Remarks box. Eg The Article has been delivered on 03.01.2020

11.Click Advanced in Attachment block If any attachment needed Eg Image

of Delivery Slip

  1. We can see the next Page and Click on Attachment

.    2. Select the image from your system

 

 

  1. Click Attach
  2. Click Back Button

12.Finally Click Save(top)

 

Now the Complaint has been moved to Source (Article Booking Office) CRM.Also email has been sent

to Source (Article Booking )office.

 

 

 

FOR CLOSING (RESOLVING) COMPLAINTS- BOOKING OFFICE

  1. Click Search Complaints (This Page is the home Page)

2.

Pending with As Enter you facility I’d or enter from the top

 

  1. Click Search
  2. We can see our pending complaint in Result List(Bottom)
  3. Click on Complaint ID ( E.g. 20000xxxxx) We can see entire details of the complaint

as following separate blocks

  1. Click Edit (Top)
  2. Select Status as Resolved
  3. Enter Closing Remarks box. This will be visible to customer E.g. The Article has

been delivered on 03.01.2020

  1. Finally Click Save(top)

Now the Complaint has been closed and email regarding this has been sent to the Complainant.

 

  

              Presently No Final Settled Reply available like CCC Portal.

              Reply has been sent via email only.

 

 

 

 

 

ROUTE TO (REDIRECTING/TRANSFER) COMPLAINTS

  1. Click Search Complaints (This Page is the home Page)

2.

Pending with As Enter your facility I’d or copy from the top

 

  1. Click Search
  2. We can see our pending complaint in Result List(Bottom)
  3. Click on Complaint ID ( E.g. 20000xxxxx) We can see entire details of the complaint

as following separate blocks

  1. Click Route to in Routing Tracking block
  2. Facility Id : Enter Facility ID of Destination or Click Search button and

enter Pin code of destination and Submit -> Facility Id will be came

  1. Enter Comments
  2. Click Public check box if need to visible for Customer.

10.Click Add

  1. Now the Complaint will be transferred and a new entry

added in the Routing tracking block..

     E-SEARCH BILL (SEARCH BILL)

    (Only available to Source & Destination offices)

  1. Click Search Complaints (This Page is the home Page)

2.

Pending with As Enter you facility I’d or copy from the top

 

  1. Click Search
  2. We can see our pending complaint in Result List(Bottom)
  3. Click on Complaint ID ( Eg 20000xxxxx) We can see entire details of the complaint

as following separate blocks

  1. Click Create E-Search Bill in Routing Tracking block

12.We can see the Message “ The Complaint has been converted to E- Search Bill”

and a new entry added in the Routing tracking block.

                                                   REPORTS

  1. Transaction wise Statement => Detailed of Complaint Registered

by the office

  1. Period wise Pending Statement
  2. Last Login Report
  3. E-Search Bill Compensation Paid
  4. Category-Wise Complaint
  5. Escalation Report
  6. Master Data for Severity
  7. Severity Classification
  8. Closed Complaints Details

10.Average Feedback Score

11.Login Report

———***———–

     HOW TO REGISTER COMPLAINTS BY PUBLIC

  1. Open http://www.indiapost.gov.in
  2. Left Side ->Bottom=>Help & Support
  3. Click Customer Complaints
  4. Click Register Your Complaint
  5. Select Category as Mail

(Financial – for SB cases, Insurance –For PLI/RPLI,Others-

Ordinary Letters, Misbehaviour of Staff etc.)

  1. Service : Select the option as per complaint E.g. Registered

Letter with Acknowledgement

  1. Type : Select the option as per complaint E.g. Non Receipt of

Ack Card/Proof of Delivery

  1. For Tracking – Click Track Your Complaints

SAP-CRM full Procedure of Work in Module

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