crm user manual grp7

8/9/2019 CRM User Manual Grp7

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User Manual

Complain to Closure: A basic CRMSolution

Prepared By:

Group 7Jatin Grover (09BM8022)Shweta Jain (09BM8031)

Piyush Anandani (09BM8035)Pratish Yadav (09BM8071)


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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 complaintsby clicking on View All Complaints on left side of screen.


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b) VIEW ALL COMPLAINT

This section includes instruction on how to use View complaints features


1) Click on View All Complaints

2) Choose relevant complaint status from filter, by default all complaints will beshown

3) For individual compliant details, click on View link.

4) For editing complaint description, Email Id or Phone no., Click on Edit Link


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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


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


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Add Product

Add Product Type


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View Screens:

View Product Category


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View Product

View Product Type


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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 changethe status of the complaint and writing down the resolution comments can also be

done through editing respective complaint


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.


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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.


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


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Unresolved Complaints

E) More actions


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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.


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crm user manual grp7

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