Web-Interface for the Customer complaints system
Problem definition:
A “customer complaint” was everything with that content recorded by standard postal mail, email, fax, phone-call, etc. anywhere in the company. Evaluation wasn´t possible.
Situation before:
Customer complaints were communicated informally by fax, telephone, letter or e-mail. This meant that the complete information was never available to begin a thorough technical investigation of the problem. There always had to be a query, which was time-consuming and error-prone, as human communication had to take place in every direction.
Situation afterwards:
With the developed web-interface
the organization of the entire error reporting system was structured into customer- & internal-complaints (between Group units) and error reports (within a unit) for technical & logistical problems
a single, authorized way of creating transactions was established, where the processing status and the internal processor were also visible to the initiator
all required fields were filled out and the processing could start without requesting additional information
the person creating an incoming task didn´t have to know to whom to address it, because the routing was implemented in the processing logic
only essential typing work had to be done, because master data and information from the ERP system was available in the process context
