Table of Contents

Solve a Complaint

Once a Complaint has been created and registered, the next step is to analyze and process the Complaint and, ultimately, solve it.

  1. Select the Search icon, enter Complaints, and then choose the related link.
  2. Click on the blue underlined Complaint number to open a Complaint Card.
  3. Analyze the details from the Complaint in the Registration - General, Registration - Description and Registration - Lines.
  4. Fill out the details from your analysis in the Analysis - Description FastTab. The rich text editor supports text formatting and image insertion.
  5. Once you have analyzed the Complaint, you can define the follow-up actions that should be taken to solve it in the Actions - To Take section, as follows:
    1. Add one or more Action Lines by adding a Action Code in each Line.
    2. If applicable, fill out the Cost of each action.
    3. Fill out the Due Date before which the action should be taken.
    4. You can assign an Action Line to a specific colleague by filling the Assigned To column.
Note

When you fill in the Assigned To column in an Action Line, a User Task will automatically be created. The User Task will be linked to the Action Line, e.g. if the User Task is closed, the Action Line will be marked as taken.

  1. After you have filled the Action Lines, it is time to take the actions. You can process these as follows via the Actions - To Take menu:

    1. Take - Moves the current action line to the Actions - Taken section.
    2. Wait - Changes the Status of the current action line to Waiting.
    3. Reset Status - Changes the Status of the current action line from Waiting to To Take.
    4. Create Follow-Up - Automatically creates the follow-up document associated with the action, as defined in the Complaint Action that you selected in the Action Code column.

  2. Once actions have been taken, they show up in the Actions - Taken section.

  3. If all necessary actions to solve the Complaint have been taken, you can change the Status of the whole Complaint to Closed in the Registration - General FastTab.