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Version: 6.18

CM/Complaint

ConSol CM/Complaint is a comprehensive solution for handling complaints. It enables structured complaint processing and the creation of 4D and 8D reports. A streamlined process for handling general enquiries is also available.

Every customer enquiry or complaint is a process. For more complex enquiries, additional tasks can be created and forwarded to other agents. Solutions can be added to a knowledge base as FAQs. CM/EBIA is integrated into the dashboard for reporting and evaluation. Important information can be published as news items.

Getting started​

Registration and integrated tutorial​

Register by entering a user name and password. The following users are available on demo environments:

  • complaintUser: All permissions for complaints, enquiries, tasks, customer data and resources; read permissions for FAQs and news
  • complaintSuperuser: All permissions for complaints, approvals, enquiries, tasks, customer data and resources; read permissions for FAQs and news
  • faqNewsUser: All permissions for FAQs and news
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When you log in with the complaintUser user, you can click on Start tutorial at the bottom of the screen to view a short tutorial for initial orientation.

Processes and cases in CM/Complaint​

CM/Complaint has three input channels for creating procedures:

  • CM/Track customer portal: Contacts can submit enquiries using a form in the customer portal.
  • Email: Contacts can send emails to the support address.
  • Manually: As the person handling the request, you create a process manually, e.g. if a contact has called you.

There are several types of processes in the CM/Complaint processes:

  • Claims: The customer's initial complaint is processed as a claim. All four relevant dimensions of the complaint (responsibility, problem description, immediate action and cause of the error) are recorded, see Complaint handling
  • 8D Report:When a claim is closed, the corrective measures can be checked separately in an 8D report, see 8D Reports
  • Request: General customer requests that are not complaints can be handled in a simpler process, see Requests handling
  • Tasks: Tasks are individual steps that must be carried out in order to process a complaint or enquiry, see Tasks
  • News: News items are used to inform customers and employees about new developments, product recalls or other innovations. External news items for customers are published in CM/Track. Internal news items for employees are displayed directly on the start page in Web Client, see News
  • FAQ: Frequently Asked Questions provide solutions to known problems and offer a knowledge base with instructions. External FAQs for customers are published in CM/Track. Internal FAQs for employees are available in the Web Client directly in the processes that deal with similar topics, see FAQs

Each process type has its own process. The processes are generated and linked to each other during the course of the process, so that the relationships are immediately apparent and can be taken into account during processing. This enables automation and increases clarity, for example:

  • The status of the linked tasks is displayed directly in the process, so that the processing progress is quickly apparent.
  • Complaints and enquiries can be split and merged as required.

The processes form the basis for authorisations. You can specify which process each individual processor should have access to.

User interface of CM/Complaint​

Next, familiarise yourself with the user interface. The layout corresponds to that of the standard product ConSol CM, for which comprehensive documentation is available:

  • Layout of the page with the main area in the centre, process list on the left and activities on the right, see Elements of the page
  • Structure of a process with different areas containing different data and enabling actions, see Object sections.

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Next steps​

Under Communicating about cases you will find a detailed description of the various options for communicating with contacts and colleagues. The various actions for Work on cases apply regardless of the type of transaction. The process-specific steps are listed under Complaint handling processes and General processes.

The customer portal, through which customers can submit enquiries and view their tickets, is described in CM/Track.

In addition to the processes, CM/Complaint has a database with so-called resources. Click on the Resource pool link in the menu bar to manage these, see Resources. The standard includes a generic data model for products and assets. Resources can be linked to the associated processes and contacts. The data models can be adapted or expanded as required.

The standard processes and data models can be adapted or expanded as required. It is also possible to define new processes.