CRM Phase 2 - Flipbook - Page 63
STEP
PROCESS
STEP 1
Search for the required customer record; refer to process 02.001.01 L1 Searching for
CRM Records for more information.
STEP 2
Ensure that the customer record is in Edit mode.
STEP 3
Click on the Complaints icon from the toolbar.
STEP 4
All available fields must be completed. The process of recording a complaint will
allow the documentation of the type of contact to be made and when the complaint is
to be followed up.
The Contact date and Time including the Contact code allows for specific activity
analysis. Note. Only the group code of CO is used when recording a complaint.
The Follow-up date and Time including the detail of the future type of contact allows
for accurate recording of follow-up information which will populate the electronic diary
held in My tasks.
Using the tab key, complete all fields; refer to the Autoline help files
a detailed explanation of fields.
STEP 5
Does an Action button appear which relates to the contact being created? Refer to
process 02.003.03 L1 Using Action Buttons.
STEP 6
Are any additional contact notes required? Refer to process 02.003.07 L1 Extra
Contact Notes.
Recording a Complaint
02.003.11 L1 9304E
for
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