User Manual
Complain to Closure: A basic CRM
Solution
Prepared By:
Group 7
Jatin Grover (09BM8022)
Shweta Jain (09BM8031)
Piyush Anandani (09BM8035)
Pratish Yadav (09BM8071)
User Manual – CRM(FMCG)
Costumers are provided with “Add Complaint” tab where they can log and track the
progress the complaint regarding a particular product.
Customer Service Agents for specific product category are provided with “Manage
Compliant” to perform action on the complaints logged and close the complaints.
Owner manager is given “Track Complaint” to track the complaints i.e. how many
complaints have been filed against each product, how many complaints are still
outstanding and for how long.
USING FEATURES OF CRM-FMCG
a) ADD COMPLAINT
This section includes instructions to use Add Complaint feature of the CRM.
Steps to be followed:
1. Click on “Add Complaint” tab
2. While adding complaint the user should enter the following details as
depicted in screen shot. Product category, product, and product type should
be selected from corresponding dropdowns.
3. Enter the verification code to validate the form.
4. Click on submit button for adding the complaint. Submitting the form will
park the complaint with status as new. One can also view all the complaints
by clicking on View All Complaints on left side of screen.
b) VIEW ALL COMPLAINT
This section includes instruction on how to use View complaints features
Steps to be followed:
1) Click on View All Complaints
2) Choose relevant complaint status from filter, by default all complaints will be
shown
3) For individual compliant details, click on “View” link.
4) For editing complaint description, Email Id or Phone no., Click on “Edit” Link
c) Manage Products
This section includes instruction on how to use Manage Products features, which
enables admin to manage various product items of the company
Steps to be followed:
1) Click on “Manage Products” Tab
2) User can add new product, product type and product category by clicking on
respective Left habd menu items.
3) While adding product, the product category can be selected form dropdown
whose data comes from preloaded data and similarly while adding product type the
product comes from preloaded data.
Add Screens:
Add Product Category
Add Product
Add Product Type
View Screens:
View Product Category
View Product
View Product Type
C) Manage Complaints
This section includes instruction on how to use Manage Complaints features, which
enables customer service agent to manage various complaints. User can change
the status of the complaint and writing down the resolution comments can also be
done through editing respective complaint
Steps to be followed:
1) Click on “Manage Complaints” tab.
2) Filter option filters the list based on the status selected. And choose the relevant
complaint to be addressed. All complaints are grouped via product category.
3) User can edit and view the status of the parked complaints via “Edit” and “View”
links.
Note: Record count button tells the number of records parked. We can also change
the number of records shown per page.
D) Track Complaints
This section includes instruction on how to use Track Complaints features, which
enables owner manager to track various complaints. User can view the number of
the complaint closed or pending and see the outstanding time.
Steps to be followed:
1) Click on “Track Complaints” tab.
2) Click on Resolved Complaints to see all closed complaints.
3) Click on “Unresolved Complaints” Link on left had menu to see all unresolved
complaints, grouped on product category. Total number of complaints can be
viewed by clicking on record count.
Resolved Complaints
Unresolved Complaints
E) More actions
There are five actions which can be useful and worked on by clicking on the more
actions link. The links and there functions are as follows.
Import Data:- Entire data can be imported in xls, csv and tsv format by clicking on
this link.
Email Data:- Data can be mailed in the above listed formats by providing email Id
under this link.
Permalink:- Provides hyperlink through which one can navigate to the form through
website.
Embed in your website:- Entire frame can be embedded on the website through
this option.
Each column header of View screens has functionality to Sort, Group, Search and
Hide/Show to customize the view according to the user needs.
