(System, Applications and Products – Customer Relationship Management)
CRM Login:-
1. Double Click SAP Logon Icon from Desktop
2. Double Click CRP (Full Form: Capacity Requirements Planning)
3. Enter User: Employee ID
4. Enter Password: Enter Your Password (SAP-ECP)
5. Enter
6. We can see the home page of CRP “SAP Easy Access – User menu for your name”
7. Double Click Start the Web Client UI (Left Side – Under User Menu for your name ->
First Option)
8. Click “Allow” in SAP GUI Security Pop Up page
9. System will redirect to browser & Website will be opened “SAP Net Weaver”
10. Again Enter User: Your Employee ID
11. Enter Password: Enter Your Password (SAP-ECP)
12. Click on Log On (If Employee is login First time in Portal then Password Change
Screen will be displayed, if so please enter Old password, New Password, Confirm New
Password -> OK)
13. We can see CRM Home Page (Search Complaint Page)
14. First Check & verify the details showing on Top of homepage;
Logged in User: Your Employee ID
Name: Your Name
Facility: Office Name at which you are working with Facility ID
Log Complaint:-
15. For Registering Online New Complaint (Given by Public Members/Customers at Post
Office), Click Log Complaint (From Left Panel - Top)
16. Select Category as Mail -> for any Article /Money order related complaint
(Financial -> For SB Cases,
Insurance -> For PLI/RPLI,
Others -> Ordinary letters, Misbehavior of Staff, Service Denial/delay etc.)
17. Enter Article/Money Order number in Article ID Field (Right Side)
18. Press Enter
19. Most of Article details will be auto filled from Booking Database E.g. Booking Date,
Booking & Delivery Post Office Facility ID, Sender & Receiver’s Name & Address details
20. Service: Select the option as per Complaint E.g. Registered Letters
21. Type: Select the option as per Complaint E.g. Non delivery of article
22. Write in Complaint Description box (Right Side)
23. Enter Correct Mobile number and Email Address in Sender Address Part.
24. Finally Click on Register button.
25. We can see Success Message in Top Left Side – “Complaint ID No. 2000XXXXXX
Successfully Created.”
26. e-Mail regarding the complaint with Complaint ID will be automatically sent from System to;
(i) Customer’s eMail ID as Acknowledgement of Complaint.
(ii) Destination office’s eMail ID as Intimation to reply the Inward complaint within 05 days.
For Searching Complaints (To reply in Inward Pending Complaints):-
27. Click Search Complaints (On Homepage from Left Panel)
28. Against the criteria option “Pending with”, enter the facility ID of your office
29. Click Search
30. We can see our all Pending Complaints in Result List (Bottom)
31. Click on Complaint ID (E.g. 2000XXXXXX).
32. We can see entire details of the complaint as following separate blocks;
(i) Complaint Details:- Status, Complaint Registered Date, Category, Service, Type etc.
(ii) Complaint Registration Details:- Office details where - Comp. Registered At, Raised
To, Pending With, Complaint Origin (Public Online, Walk In, Call Center, Bulk), Article
Tracking ID, Article Booking Date etc.
(iii) Routing Tracking:- Movement of complaint between offices & Routing Remarks
passed by each office with date.
(iv) Notes:- Complaint Description (i.e. Details of complaint matter), Comments Log (i.e.
Complaint Processing Comments passed by Offices with mention of Employee ID,
Date, Time )
(v) Parties Involved:- Source Customer (Sender) & Receiver Customer’s Name,
Address, Email & Phone details.
(vi) Dates:- Article Booking date, Complaint Registration date, Closed on date.
(vii) Transaction History:- Contains various eMails’s copy send by System to
Customer/Offices during Processing of Complaint.
(viii) Attachments:- To attach supportive documents (E.g. Copy of delivery slip,
Dispatch/ML List, Written Statement of Employee, Screenshots of India Post /SAP
Tracking Reports etc.)
33. Click on Article Tracking ID from Complaint Registration details block. The Tracking report available on SAP IPVS Article Tracking OER Report will be shown here. Consult your office delivery record/other office record, if required.
34. Now when you have final reply for complaint. Click Edit (Top) on Complaint page
35. Change Status of Complaint from “Registered” to “Sent for Resolution” in Complaint Details block.
36. Enter Comments in “Closing Remark” box e.g. Article no. ______ has been delivered
on ____.
37. If any document needed to be attached with reply then Click on Advanced option in
Attachments block.
38. In next page Click on Attachment
39. In next Screen Click on Browse option and select the document
40. Click Attach
41. Click Back Button
42. Finally Click Save (Top)
43. Now the complaint will be automatically transferred to Origin Office (Complaint Registered At office). Also eMail will be sent from System to Origin Office.
For Resolving (Closing) Complaints by Booking/Origin Office:-
44. Click Search Complaints (On Homepage from Left Panel)
45. Against the criteria option “Pending with”, enter the facility ID of your office
46. Click Search
47. We can see our all Pending Complaints in Result List (Bottom)
48. Click on Complaint ID (E.g. 2000XXXXXX).
49. If your office is Origin Office (Complaint Registered At) and required final reply is
received from destination office then
50. Click Edit (Top)
51. Change status of complaint from “Sent for Resolution” to “Resolved”. (Only
SPM/Incharge of Office is authorized to resolve (Close) the complaint.)
52. Enter proper Remarks in Closing Remark Box.
53. Click Save (Top)
54. Now the Complaint has been Resolved and System will send eMail automatically to
Sender with Complaint Settled Remarks (Provided that eMail ID is available in Source
Customer under Parties Involved Section).
55. Complaint will be under “Resolved” status for the period of 24 hours. During which, the
Further reply can be send in the event of any left out details and the eMail will be sent to
sender again.
56. After 24 hours, Status of Complaint will be changed from “Resolved” to “Closed”. Then
after no any action will be possible in complaint.
For Routing (Redirecting/Transfer) of Complaints:-
57. Click Search Complaints (On Homepage from Left Panel)
58. Against the criteria option “Pending with”, enter the facility ID of your office
59. Click Search
60. We can see our all Pending Complaints in Result List (Bottom)
61. Click on Complaint ID (E.g. 2000XXXXXX)
62. Click on Route To option in Routing Tracking Block
63. Pop up Page “Route To Facility” will appear
64. In Facility Tab, Click on “Search Help” Icon
65. Now another Pop up Page “Search Help” will appear
66. In Search Criteria, the Office can be searched using Facility ID Description &
Pincode
67. For searching Office using Facility ID Description, enter the initial alphabets of name of post office and write “*” after that (e.g. For Searching Naranpura Vistar SO, write
Naranpura*)
68. Select the Office name from Result list
69. Now write Remark in Comments. (There is Restriction in Length of Remark, upto 4-5
lines will be allowed to be entered by system)
70. Click on Public Check Box, if remark wants to be displayed/visible to Customer.
71. Click Add
72. Now the Complaint will be transferred and a New Entry added in Routing tracking block
with remarks
73. Click Save (Top)
74. Check in “Pending With” that the office is showing where complaint is transferred.
75. Click on Back (Right side Top)
76. Note:- “Route To” option will not be reflecting in Routing Tracking Section when
Complaint is under Status of “Sent for Resolution” . To enable Route To option;
77. Click Edit (Top)
78. Change Status of Complaint from “Sent for Resolution” to “Registered”
79. Now “Route To” option appear
80. Now follow Para from 62 to 75 above.
How to create “E-Search Bill”:-
81. This option will only reflect at Source & Destination offices
82. The option “Create E-Search Bill” will be available on Routing Tracking block besides
“Route To” option.
83. On clicking “Create E-Search Bill” in Routing Tracking Block, we can see the Message
“The Complaint has been converted to E-Search Bill” and a New entry added in the
Routing tracking block.
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