Complaint Management
The Superpower for Customer Retention and Cost Reduction
Complaints always incur costs: primarily through the actual return process, and secondarily due to decreasing satisfaction among internal or external customers of products and services. It is therefore essential to manage complaints quickly and efficiently. On one hand, this helps reduce the effort and cost associated with complaints, and on the other hand, it provides valuable insights to improve product quality, enhance quality management, and ultimately prevent future complaints.
With SAP QM’s complaint management tool, SAP offers an efficient solution that is fully integrated into the SAP environment. It enables the recording, processing, and analysis of both internal and external complaints. Internal complaints refer to those within the company’s value chain, while external complaints include those from customers and suppliers.
Key Features of Complaint Management:
- Quick processing of internal and external complaints
- Creation of quality notifications and reports
- Systematic documentation of quality defects
- Root cause analysis throughout the entire logistical value chain
- Assignment of responsibilities
- Support for internal and external communication in the context of complaints and process changes
- Corrective and preventive actions, such as process optimizations
- Optimized communication in Customer Relations Management to maintain and improve business relationships
With complaint management in SAP QM, companies can handle complaints more efficiently while improving internal processes, customer satisfaction, and supplier loyalty.
When does complaint management with SAP QM make sense?
- Do you want complete integration of the complaint process with sales and shipping processes (SD)?
- Do you know only part or none of the causes of potential complaints?
- Do you want to document your quality management processes to safeguard against liability claims?
- Do you need valid tracking and traceability of complaints?
- Should your complaint process comply with regulatory and standards requirements?
How we support you:
- Comprehensive steps and services for analyzing, designing, and implementing your solution
- Expert consulting: Our QM consultants have supported many companies in implementing complaint management. Benefit from this experience as well.
- Best-practice solutions: Processes and solutions precisely tailored to your needs, but always close to the SAP standard.
- Migration support: We assist you in the necessary preliminary and ancillary projects to transfer data and processes from an existing system to SAP QM.
- Training and aftercare.
Our Approach:
The implementation of complaint management is usually part of an SAP QM project or follows one. Therefore, the most critical points for successful implementation and use are less technical and more focused on requirements analysis and new process design.
As with all our projects, we rely on our structured approach, developed based on our experience, for the smooth implementation and use of SAP QM complaint management. This approach covers all aspects, from initial analysis to design, implementation, and aftercare. Our goal is always to provide the ideal solution for your company within the agreed timeframe and budget.
Do you have questions about our services or implementing SAP QM complaint management in your company?
We’re here to help.
