Управление рекламациями и возвратами SAP Best Practices for CRM


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Управление рекламациями и возвратами SAP Best Practices for CRM SAP Best Practices


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Обзор сценария – 1 Цели использования Этот сценарий иллюстрирует всю последовательность выполнения операций от создания рекламации клиента в системе и входящей поставки дефектного продукта до создания кредитового авизо для клиента. Преимущества Сокращение внутренних затрат на обработку заказов Постоянное улучшение качества продукта за счет отслеживания дефектов, анализа причин рекламаций, выяснения обстоятельств, определения необходимых операций и изменений продукта, а также за счет контроля успешности Усовершенствованная обработка рекламаций за счет предоставления доступа ко всем связанным документам и данным Повышение удовлетворенности клиентов Основные потоки выполнения Создание рекламации Определение гарантий и контрактов Создание запроса о возврате и кредитового авизо Обработка входящей поставки Анализ рекламации Цели использования и преимущества:


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Обзор сценария – 2 Требуется SAP CRM 7.0 SAP ERP 6.0 Роли для компании, участвующие в выполнении Service Employee SAP — требуемые приложения:


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Диаграмма выполнения Управление рекламациями и возвратами Service Employee Service Employee Создание рекламации Обработка фактур Определение гарантии и контракта Создание кредитового авизо и запроса о возврате Обработка входящей поставки (ERP) Анализ сервисных рекламаций (BW) Отчет о рекламации Клиент Возвращение дефектного продукта


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Легенда <Function> Внешний по отношению к SAP Бизнес-операция / Событие Единичный процесс Ссылка на процесс Ссылка на подпроцесс Решение процесса Распечатка/Документ Финансовые фактические данные Планирование бюджета Процесс, выполня-емый вручную Существующая версия/данные Решение системы (успех/ неудача)


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