CRM

1. 1 | Copyright © 2018 Tata Consultancy Services Limited
Activities to be Performed by DOP
Internal Employees

2. 2
Index
Topic Page No.
System and Logon Process 3
Log Complaints 4
Search Complaints 10
Routing Process 13
Convert an Complaint to E-Search 16
CRM Reports 22
BI Reports 53

3. 3
System and Logon Process
 The Employee needs to log on to CRM system to use the Complaint Management System.
 The Employee should have the necessary role acquired from the RDA Office. (Role: Zint_DOP_EMP_DOP
Internal Employee)
 If the employee has only above mentioned role assigned, then after login the CRM business role based
home page will directly open.
 If the employee has multiple roles assigned, then the user needs to select the below mentioned role
which will open the CRM business role based Home Page.

4. 4
Log Complaints
 Click the log complaints button from the side bar and fill the basic details of the complaints

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 In case of Mail category, Upon entering Article ID, all the details will be automatically filled. After
filling the details, click the register button and complaint will be filed and new complaint number
will be generated.

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 Complaint can be logged for Registered and Un-Registered customers. When logging complaints
for Registered Customers, Customer ID field is mandatory.

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 When logging complaints for Un-Registered customers, a Pop Up is displayed for the same to
ensure that the user is not logging the complaint for unassigned customer by mistake where the
customer ID of the registered customer is already available.

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 When clicked on “Register”, the complaint is logged and the complaint ID is displayed in the
message area on the top right side of the screen.

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Search Complaints
 Complaints can be searched on the basis of complaint Id/Article ID etc and search button will be
clicked.

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 A new page will appear showing the details of the complaints.

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Routing Process
 To route a complaint to other offices first search and browse inside the complaint.
 Then click on n “Route To” button as highlighted below.

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 Enter the details of the target Location where the complaint needs to be Routed. Click on “Add”.
 The complaint will be routed to the new location.

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Convert an Complaint to E-Search
 Click on “Convert to E-Search Bill”

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 Pop Up will appear once the complaint has been converted to E-Search Bill.
 The complaint header will be changed to indicate that the complaint is an E-Search Bill. Also the routing
entry will be created in the “Routing Tracking” Assignment Block.

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 The “Investigation Details” assignment block will be displayed for the E-Search Bill. If the Investigation
needs to be done, the User can select option from the dropdown menu and put the investigation
comments for the same.

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 Now when the complaint is resolved and the User changes the Status to “Resolved”, Compensation
Details assignment block will appear. If the compensation needs to be provided to the customer, the
details should be given accordingly.

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 The User needs to save the data, after completing the transactions.

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CRM Reports
 All the reports can be seen in the Reports stack from the sidebar present in the screen.

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 One can execute the report by just clicking on the reports available in the report stack.

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 Report 1– Transaction Wise and Complaint Wise Statistics.
 No Drilldown available.

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 Report 2 – Category Wise Pendency Complaints.
 Both Office wise and Complaint Wise Drilldown available.

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 Report 3 – Master Report for Severity Classification.
 No Drilldown available.

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 Report 4 – Severity Classification Report for Complaints.
 Complaint wise drilldown available.

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 Report 5 – Closed Complaint Report.
 No drilldown available.

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 Report 6 – Average Feedback for Complaints.
 Both Office wise and Complaint Wise drilldown available.

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 Report 7 – Inward and Outward Complaints Report.
 Both Office wise and Complaint wise drilldown available.

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 Report 8 – Login Report.
 No drill down available.

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 Report 9 – E-Search Compensation Paid Report.
 Office Wise drilldown available.

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 Report 10 – Last Login Report.
 No Drilldown available.

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 Report 11 – Escalation Report
 The report is under development.

53. 53
BI Reports
1. Top 10 Articles for which Complaint was registered multiple times.
2. Top 10 CCC’s with pending complaints.
3. Top 10 CCCs with complaints pending for more than 1 year.
4. Analysis of pending complaints based on year of complaint registration.
5. Top 10 Corporate Customers registering complaints
6. Top 10 CCCs registering complaints
7. Top 10 Destination CCCs receiving highest complaints
8. Analysis of Year wise Break up of complaints registered and closed
9. Top 10 Transaction Types for which complaints are registered
10. Top 10 Transaction Types for which complaints are registered in CCC
11. Top 10 CCCs closing complaints
12. Year wise statistcs for Complaints booked by using Corporate complaints Module with status
13. Year wise statistcs for Complaints booked by Corporate Customers

54. Thank You