CRM Manager Complaints (Cases)

For the Other Action Menu options (press F9 or ) see CRM Manager Other Actions Menu.

The [ CRM Manager | Complaints (Cases) ] tab consolidates reporting of all comments and complaints recorded on the system. It is a read-only report. Complaints and comments are entered into the system in the following areas:

• [ Customer | Detail | CRM | Comments / Complaints ] tab.
• [ Supplier | Detail | CRM | Comments / Complaints ] tab.
• [ Stock | Detail | Complaints / Extended ] tab.

Notes:

1. Comments and complaints entered against a stock item in the [ Customer | Detail | CRM | Comments / Complaints ] screen will display in the [ Stock | Detail | Complaints / Extended ] tab with a light blue background.
2. The latest status of a comment or complaint made by a customer will be displayed on this screen.
3. Each comment and complaint entered against the stock item will be displayed.
4. The 'GO' button will need to be pressed for the grid to be populated with all customer and stock complaints together on one screen.
5. Comment and Complaint reports can be printed using the Other Actions Menu, see How To: Print a Comment/Complaint Report and How To: Print a Complaint Summary Report.

Filters

The following filters are available:

• Supplier ( / traffic light filter): filter on the supplier associated with any stock items which have a complaint logged against them. The button is used to load the Supplier.
• User Initiated ( / traffic light filter): the user who created the comment or complaint.
• User Responsible ( / traffic light filter): the user currently responsible for the processing of the complaint.
• Comment Date ( / traffic light filter): filter the grid by the date the comment or complaint was raised.
• Stock Type ( / traffic light filter): the Level 2 Stock Type that the stock item the complaint is about belongs to.
• Complaint Type ( / traffic light filter): filter the grid by complaint type as set up in [ System Data | Contact Manager | Complaint Types ].
• Complaint Status ( / traffic light filter): the stage of the comment or complaint as set up in [ System Data | Contact Manager | Complaint Status ]. The adjacent buttons work with the options selecting the checkboxes for the user. The checkboxes selected will depend on how the Complaint Status has been setup.
  • : will tick all the checkboxes for the status that have been marked as Active in the [ System Data | Contact Manager | Complaint Types ] screen.
  • : will tick all the checkboxes for the status that have NOT been marked as Active in the [ System Data | Contact Manager | Complaint Types ] screen.
  • : ticks all the checkboxes.
  • : un-ticks all the checkboxes.
• # Active Complaints: the total number of active complaints that are present in the grid.

Grid

• Complaint
  • Complaint: Checkbox
    • TICKED: the entry is a complaint
    • UNTICKED: the entry is a comment
  • Code: the code generated by the system for the complaint.
  • Type: the type of complaint for example stock, delivery etc.
• Stock
  • Sk Code: the stock code the complaint is for (if applicable).
  • Stock Type: the Level 2 Stock Type of the stock item.
  • Sk Description: the stock description the complaint is for (if applicable).
• Complaint
  • Date: the date the complaint was entered on the system which can be changed when the complaint is being entered.
  • Days Count: the number of days since the complaint was raised.
  • Status: the latest status.
  • Reference: the customer or supplier's reference.
  • Priority: the priority of the complaint as entered in the customer screen.
• User
  • User Responsible: the user currently responsible for the entry, not necessarily the user who initiated it.
• Complaint
  • Comments: the comments that were recorded when the complaint was entered.
• Company
  Note: the following fields will only display the relevant company information if the entry was made from the customer screen. If the entry is made from the stock screen it will display N/A.
  • URN: the URN of the company making the complaint.
  • Company Name: the name of the company making the complaint.
  • Town: displays the Town of the first invoice contact address.
  • Contact: the name of the preferred invoice contact from the company making the complaint.
• Compensation: as entered against the complaint in the [ Customer (or Supplier) | Detail | CRM | Comments / Complaints ] tab or the [ Stock | Detail | Complaints / Extended ] tab for either the:
  • Customer: the amount of compensation due to the customer.
  • Supplier: the amount of compensation expected from the supplier.

Context Menu

• Goto Customer...: opens the [ Customer | Detail | General ] screen for the customer linked to the comment / complaint. If the entry was made against the stock item then this option will be disabled.
• Goto Stock Item...: opens the [ Stock | Detail | Properties ] screen for the selected stock item.
• Apply Value Range: allows the user to specify a value that is to be applied to all of the currently selected rows/items for the current column.
• Clear Selection: deselects the currently selected line(s).

See Also

• CRM Manager overview