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1. Presentation Title Customer Complaint Process

2. Customer Complaints and its process through Customer service. Objective

3. Overview Contract is created with Customer against Shops, Flats and Hoardings. As per mutual agreement, terms and conditions are defined while creating contract. In general cases, maintenance service will be taking care by the service provider. In some customers, service cost will be chargeable. In some cases, this is included with the contract. Whenever Maintenance service is required by customer, complaint will be registered and below process will be followed.

4. Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion Agenda

5. Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion Agenda

6. Business Process Flow Start Service Notification Service Order Service Cost Charged to Customer Customer Invoice Service Completion End No Yes Master Data Business Partner (Customer) Functional Location (Shops, Flats, Hoardings, etc) Sales Quotation Service Execution Issue Material Physically Tasks Performed

7. Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion Agenda

8. Maintenance complaints are received from customer through Telephone or Email. Complaint is registered as Service Notification w.r.t Functional Location in SAP. Functional Location is maintained for individual Flat and Building. Customer details are updated in Functional Location. Notification will be saved. Complaint received acknowledgement mail will be sent to the Tenant at the time of saving notification. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

9. Notification type will be selected w.r.t types of complaint Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

10. Complaint details, Flat or address details are maintained and saved. A complaint number is registered. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

11. Respective Person will check the complaint. Additional information like Responsible person, Time and Task details will be updated in Notification. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

12. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

13. Update notification with status to further process notification or not. In case of further processing notification will be released. Maintenance slip will be printed and handed over to technician Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

14. Technician will visit the site and prepares report and Information send to engineer. Engineer will submit site visit report to coordinator. If complaint is closed without material requirement, then notification will be closed else Service Order will be created. Acknowledgement Email will be sent to tenant at the time of closing notification. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

15. Agenda Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

16. Service Order will be created through notification. Notification details will be copied to service order automatically. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

17. In Service Order, Accounting Indicator is selected. Accounting Indicator informs, whether customer will be charged or not. If service is chargeable to customer, then sales process will be followed. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

18. Update order with other details of complaint- Material Required, Time Require to Complete, Estimated Start Date & Time, Priority of work Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

19. Agenda Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

20. If Service cost is charged to Customer, then quotation is created. Quotation will be created w.r.t. service order. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

21. Quotation is printed and send to customer through Email or Hard copy. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

22. After confirmation of quotation by Customer (Confirmation by Email or Telephonic call), Status will be updated in Service order as Quotation accepted. When Quotation is accepted in service order, a debit memo request will be created automatically. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

23. Agenda Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

24. Service Order will be released for service execution. Maintenance Slip is printed. complaint slips is handed over to Technicians. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

25. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

26. Issue Material to Technician w.r.t reservation number. Transaction Code: MIGO Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

27. Agenda Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

28. Invoice is raised against Debit memo request. Payment is received against Invoice. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

29. Agenda Business Processes Flow Business Process Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

30. Based on confirmation of Maintenance slip Order is updated with details- Time of Completion, Material consumed, Material Returned if any . After Completion of all activities Order and Notification will be completed in system. Acknowledgement mail will be sent to respective customer. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

31. Order Outstanding cost will be settled to the respective Cost Object through FICO. Document Flow can be checked in Service Order. Service Notification Service Order Sales Quotation Service Execution Customer Invoice Service Completion

32. Presentation Title Thank You