Complaints handling in SRM

We are looking at a solution for a customer where CRM, SRM and ECC are in scope. From my experience I know that In CRM there is plenty of functionality available for handling customer complaints. However I'm not familiar with SRM. What we are looking for is something similar on the SRM side for handling vendor complaints (so complaints we have towards our vendors). Could you let me know if this kind of functionality is avilable in SRM and if there is a connection between SRM and QM in ECC?
Thanks in advance,
Pascal.

Hi,
As far as i know, there is nothing between SRM and QM.
Kind regards,
Yann

Similar Messages

How to activate Forward Error Handling in SRM

Hello Gurus,
I got an requirement to activate Forward Error Handling in SRM. I have searched on SDN but didn't find appropriate answer on it.
Even I found some link: PI/XI: Forward Error Handling (FEH) for asynchronous proxy calls with the use of Error and Conflict Handler (ECH)
It explains me some points like activating FEH from SRM in SPRO. I have activated the same, plz check the screen shot:
It also follows some development for the same.
Here my concern is, should I follow this document? Does it applicable to all to all the scenarios?
Step 8: it assign object id and type what does it mean...
Does any one can explain me in detail..... Please provide me any document to configure the FEH in SRM.
I am trying to implement FEH in my SRM system. So that when even XML fails due to error, I should be able to reprocess/restart it with some editing to the XML.
My receiver interface for XML is PurchaseRequestERPSourcingRequest_In
I think this is standard one and no need to make any custom code for it. SAP has all ready given solution for it with some Configuration.
I have made some configurations like:
The view FEHV_ACTIVE must have the status active.
In transaction /SAPPO/LOGSYS , the logical system must be defined for the software component SRM-EBP-ESA .
As stated in in the link :
http://esworkplace.sap.com/socoview%28bD1lbiZjPTAwMSZkPW1pbg==%29/render.asp?id=2BAABCB0D30111DC2B8D000F20FCB6A9&fragID=…
Also I have made some configuration according to the Note: 1973768 - No reprocess option is available in FEH for failed in XML in SRM
Resulted, the “Process” button get activated in the XML Post Processing screen.
But can I reprocess my XML with edited value from there..?
All the configuration part of PI is already done .
I wanted to know about the FEH Part. what are the steps i am missing or where i am going wrong ?
Please let me help.
Thanks
Regards
Karan

Dear Raz,
I have gone with above mentioned note, it explains about creating Custom Proxy and configuration with PI scenario. Even the link in my previous post, explains about the custom proxies and configuration..
I think I should must be descriptive about my issue.
I am trying to implement FEH in my SRM system. So that when even XML fails due to error, I should be able to reprocess/restart it with some editing to the XML.
My receiver interface for XML is PurchaseRequestERPSourcingRequest_In
I think this is standard one and no need to make any custom code for it. SAP has all ready given solution for it with some Configuration.
I have made some configurations like:
The view FEHV_ACTIVE must have the status active.
In transaction /SAPPO/LOGSYS , the logical system must be defined for the software component SRM-EBP-ESA .
As stated in in the link :
http://esworkplace.sap.com/socoview%28bD1lbiZjPTAwMSZkPW1pbg==%29/render.asp?id=2BAABCB0D30111DC2B8D000F20FCB6A9&fragID=…
Also I have made some configuration according to the Note: 1973768 - No reprocess option is available in FEH for failed in XML in SRM
Resulted, the “Process” button get activated in the XML Post Processing screen.
But can I reprocess my XML with edited value from there..?
Can any one tell me, what are the steps I am missing here. As this is my first time to implement FEH, I am confused.
Please let me help.
Regards,
Chandan

Business blueprint on complaints handling.

Dear Experts,
for my client( paint making company) i need to design a blue print regarding complaints handling. the complaints coming from end consumers need to be addressed by SAP CRM. can anybody have any relevant document or similar kind of BBP.
please send me some relevant docs or Blue prints. your timely help will be appreciated. My mail id is [email protected]
Regards,
Sasmita

Hi Yaswanth,
i have not received it yet. kindly send it again.
Regards,
SASMITA

External requirement handling in SRM using classic scenario

Hi Experts,
We have a requirement in Classic scenario:
PRs for MRO / indirect materials generated in PM / PS of ERP will be transferred to SRM using WF interface for approval process.
Upon final approval in SRM, Follow-on document PO should be created in the back end.
The SC in SRM should have the status u201CApprovedu201D & u2018Follow-on Documentu2019 created.
My question is SRM standard will create a PO as follow-on doc after the SC is approved in SRM. How to control this creation of PO in SRM & only approval message should be transferred to back end ERP.
Pls provide any suggestions or inputs on technical settings / adjustments to be carried out.
Note that we cannot use PDP scenario as SRM will be used only for SC approval process.
Tks.

Thanks Muthu for the reply.
The doc flow in the link above shows that after SC is approved, it will be available in sourcing cockpit for further processing (i.e. RFX, PO etc) in SRM. Our requirement should not be allowed to create PO in SRM and it should be allowed only in back end ECC.
SRM is used to centralize the approval process where multiple back end systems are connected. (How ever, in future follow-on docs are also created in SRM).
Current Target steps:
1. Create PR from PM/PS in ECC (PR status will be "In release").
2. Transfer PR to SRM and SC will be created (SC status will be "In approval").
3. SC will be Approved / or Rejected in SRM. (PR status will be updated to Approved / or Rejected in ECC).
4. If approved, follow-on doc PO (manual or automatic) will be created in ECC. (SC status will be updated to EX: "PO cretaed")
When the SC is in the process of approval, user in ECC may add new items or make changes to PR from PM/PS. After these changes, the current approval WF for SC in SRM should be cancelled and new SC is created and so on...
Sophisticated message synchronization is required between ECC & SRM.
Is it possible to acheave the above solution (create PO only in back end system) using the steps mentioned in doc "5082a622-7310-2c10-1a9b-ef31dd69a770.pdf" with some modifications.
Forgot to mention the following system details:
ERP - ECC with EhP4
SRM - SRM 7.0
Thanks,

How are valuation types handled in SRM

Hi SRM Gurus,
We have a back end ERP system which uses valuation type in Material accounting view. We are using Extended classic sceanrio and wanted to know if while PO create in SRM, based on the MM master data from ERP, can we have valuation types in SRM PO line items. I saw in BBP_PD transaction for a PO line item, there was a valuation type field BE_VAL_TYPE in table BBP_PDBEI.
Also wanted to know if Vendot and Plant jursidcition entered in MM - when replicated, where do they reside in SRM tables?
Will award points for replies found useful.
Thanks,

Ryan,
We wanted to use valuation types as well. Even though you have the BE_VAL_TYPE field, we didn't want to make a modification to allow the field to show on the screen. So, we created a customer field, appended to the appropriate structures and maintained methods in the BBP_DOC_CHECK_BADI, BBP_DOC_CHANGE_BADI, BBP_CREATE_BE_PO_NEW & BBP_CREATE_BE_RQ_NEW BADIs in order to process the field.
I hope that helps.
Regards, Dean.

Intermittant Broadband - POOR complaint handling

We moved to a rented house in May 2011 and our Broadband only works about 60 - 70% of the time. Despite numerous calls to BT we have given up reporting the issues as it will work after a few down days. After a call a few weeks ago I wrote a complaint letter asking for it to be looked at by a UK Based Manager. Despite inclusion in calls to ensure our account says I work shifts I received a call about my letter yesterday from BT on a Saturday morning, this call was cut off after a few mins and they didnt call back. Then I am woken up at 9am on Sunday morning (today) and told they are putting me through to technical to try and sort the issue. BT seem to have no comprehension of what the actual problem is. I said I wanted to talk to a senior UK Based manager this morning and was told that obviously they didnt want to help me but the team in Deli did want to help. I questioned again that no one in the UK wantaed to help customers and was told I was correct. So despite writing a letter in English, and posting to a UK address to British Telecom, they feel that at no stage of complaint does it warrent someone dealing with it that actually cares. The caller this morning was very quick to hang up when i said I didnt want to continue the conversation as it would go nowhere as usual. before I finished the sentence i got "bye...beeeeeeeeep". At a loss to know what to do now. Any suggestions on who to write to or email or call would be appreciated. All my file notes and copies of complaint letters are now being sent to OFCOM and Watchdag also.
Cheers.
Simon.

Hi Welcome to the forums
Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html
also post your full hub stats details shown in this link http://www.btinternet.com/~cbeddoe/others/adslstats.html
Can you also post the full results fromBT Speedtest speedtester.bt.com
Have you tried connecting to the test socket at the rear of the master socket
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Things to look for in SRM 7.0 upgrade.

Hello Everyone,
We are using SRM 5.0 with Extended classic scenario and we need to upgrade from SRM 5.0 to SRM 7.0.
We are going to send RFP to different vendors for this upgrade project.
As a project manager what I should ask from different vendors before the upgrade?
What things I should look for from vendors before the SRM 7.0 upgrade or what questions I should ask to different vendors before the SRM 7.0 upgrade?
Regards,
Khushbu.

Hi Khushbu ,
This are the sample basic question for SRM upgrade .
SAP SRM Upgrade Questionnaire
Basic Information
    Company / Project Name
    Current Backend SAP R/3 or ECC Version / Plug-In Version
        - OLTP Backend System 1
        - OLTP Backend System 2
        - OLTP Backend System 3
        - OLTP Backend System n
    Current SRM Release / Plug-In Version
Components in SAP SRM
Please list which of the following Components are currently implemented (Y/N) and their release versions :
a) EBP
b) SUS
c) Live Auction
d) Requisite Catalog
e) CCM
f) MDM Catalog
f) IPC
b) XI
h) Enterprise Portal
i) BW (SRM Analytics)
j) ITS
k) CRM Middleware
l) HR Integration
m) Others
If the answer to any of the above is No, Are you considering implementing additional SRM components? If so, please list the components
Do you have any of the following scenarios :
a) 1 EBP client connected to Multiple backend SAP R/3 clients
b) Multiple EBP Clients connected to Multiple backend SAP R/3 systems
SRM Scenarios currently used
Self Service Procurement
Service Procurement
Plan Driven Procurement
Contract Management
Supplier Self Services
Strategic Sourcing - RFx, Live Auction
Other SAP Solutions
   Please List R/3 or ECC Modules Currently In Use
Have you implemented SAP Supply Chain Management (APO)?
If yes, what is your current APO Version
Have you implemented Product Lifecycle Management (PLM)?
If yes, what is your current PLM Version
   Please name any other SAP Add-ons or Industry Solutions in use
Basis Information
    Database release for current backend SAP R/3 or ECC system
    Operating System release for current backend SAP R/3 or ECC System
    What is your Hardware Platforms for current backend SAP R/3 or ECC system (e.g.HP, IBM, etc.)?
How many systems are in your landscape for current backend SAP R/3 or ECC system (e.g., Development, Quality Assurance, Production, etc.)?
     How large is your current Production Database in backend SAP R/3 or ECC system (in GB)?
Current SRM Database Size?
   Database release for Current SRM system?
   What is your SRM Hardware Platforms (e.g., HP, IBM, etc.)?
What is your current OS for the different components of SRM which are in use
Please explain the complete system Landscape for SRM (Use a separate sheet, if required)
SRM Data Conversion or Replication (if any)
   Business Partners
    How many vendor records are handled in SRM ?
Product Masters
    How many product master records are there in SAP R/3 ?
    How many product master records are available in SRM ?
Legacy Systems and their Migration
Any new data migration from legacy systems
System Enhancements
Custom Developments
    Complex
    Medium
    Minor
Custom Tables
Custom Java codes (e.g in IPC)
Badi's / User Exits
Screen modifications
z-transactions
Non-SAP External Systems and Integration issues
   Have you integrated any Non-SAP External systems to SRM ?
   List of Interfaces :
   1) EBP-Business Connector-WOI (IBM Web Order Interface)
   2)
   3)
Is SRM integrated to a Third Party Tax Engine e.g Vertex, Taxware
     Are you using email servers integrated with SRM ? If yes, which email system (e.g., Lotus Notes, Outlook, etc.)?
XI (Exchange Infrastructure)
List of Interfaces
1) P.O create
2) P.O Change
3) Order Acknowledgement
4)
5)
Project Management Tools used in Project
Are you using Solution Manager ?
Other Tools used
Size of Current SAP Team and Availability of SAP Resources
      What is the size of the existing SAP SRM support team : Any Consulting / AMS Team
      What is the size of the existing SAP SRM support team : Internal Team / COE
Training Requirements
    Please Explain the User training methods used in Previous ERP or SRM implementations.
    How many Super Users, and End Users got trained during SRM 3.0 implementation?
   Do you have additional training Requirements? If so, please describe.
   What testing tools are used currently ?
Project Constraints
What are the budgetary constraints for this project?
What are the resource constraints for this project?
What are the timeline (duration) constraints for this project?
Additional Comments
Is there any plan to upgrade any of the OLTP R/3 systems in the near future
UNICODE
Are your current OLTP R/3 systems Unicode complaint
Is your current SRM system Unicode Compliant
What languages are used in the current R/3 systems
What additional languages are required in the R/3 systems
What languages are used in the current EBP system (Core)
What additional languages are required in the EBP system (Core)
What are the languages supported in the HTML layer currently
What additional languages are required in the HTML layer
Hope this will be useful to you .
Thanks & Regards
Pradeep Kumar Dondeti

Complaints and Returns Management in CRM

Hi,
We are working on Complaints and Return Business Process in CRM. Let us know if any Enterprise Service available to create the Complaints and Process the same.
I am able to see the process in the ES workplace however not able to see the corresponding services as PO creation etc. Hence would like to know the same.
Appreciate your thoughts.
Rgds,
Moorthy

Hi,
basically if you do not find it in the ESW ... this means it's not existing (yet) !
I double-checked and there are indeed no services for complaint handling.
There are services for Customer Return handling (Manage Customer Return In), but only in ERP
Rgds,
Karim

Special procurement in SRM

Hi All
Can the special procurement processes like Sub contracting, Consignment, third party PO and STO be handled in SRM ? if so , can anybody pls tell me how to go about it?
Thanks
Rashmi

Hi Rashmi
SRM version 4.0 does not support following process
1 Sub contracting
2 Consignment
3 Third party Out and Out
However I have heard that from Version 6.0 they are planning to have some features.
Regards,
Nimish Sheth
Pls reward points for helpful answers.

Disputed Invoice in SAP SRM

Hi Experts,
I would be very interested to know the way disputed invoices are handled in SRM.
To explain the scenario in bit more detail :
If a user has an ongoing PO and he receives 2 invoices(same quantity and value ) against that PO, user has not done the confirmation yet so invoice is waiting for the preceding document. Now user notices that the first invoice has some error and wants to dispute it but wants to pay the second invoice but if user creates the confirmation, according to the SRM invoice processing algorithm first invoice will go through for payment as it will fulfil the 3-way match but that invoice shouldn't go for payment.
So I just wanted to know from the community that how disputes are handled in SRM in general and what is the process around this. Also, i would like to know your thoughts regarding prioritizing the invoice against which we are confirming.
Regards,

Hi. Bit of a late one this, only just found it out, but there is a bolt on to SRM called "Procurement for public sector" (PPS) and apparently that allows invoice plans in SRM.
I think the bolt on is all designed around extended classic on SRM 7, possibly 5, so that might be the answer.
You do not have to be in the public sector to use the bolt on, but there might be license implications.
Regards,
Dave.

Custom fields transfer using ESOA in SRM 7.0 system

Hi SRM experts,
I have a requirement where in I will have to add some custom fields in the SRM central contract as well as the replicated contract in the backend ECC. I would like to understand how to handle the SRM ,ECC and XI part of the custom field mapping development since the central contract is transferred through XML medium.
    Currently I am on SRM 7.0 and ECC 6 Enh 4 using ESOA
    1. any SRM and ECC badi needs to be implement ?
    2. XI proxy need to modify ?
    Kindly advice and provide your valuable inputs
Thanks in advance.

Thanks for the information Tim,
In SRM u2013SUS system ,while transferring custom fields from SRM to SUS system we use XML OUT BADI and XML IN BADI and XI structure enhancement.
Is that same technique is available for contact transfer with custom fields to ECC using ESOA.
Thanks in advance

Pricing procedures SRM

In ECC, one can have different pricing procedures in purchase order like local schema, imports schema etc. which can be selected by schema group vendor. How is this handled in SRM?

Hi
Which SRM version are you using ?
In SRM 5.0 , in case of extended classic scenario(ECS) , the final price is transferred as net price in SAP backend system. In the case ECS in SRM , IPC should be there and is mandatory. For ECS,IPC is mandatory.But with SRM 5.0,you dont need seperate installation of IPC,you have the Internal IPC for which you just need to see whether the VMC is activated.The VMC is exclusively used as a runtime environment for selected SAP Java components for example, Internet Pricing Configurator.
Follow the below path in SRM 4.0 system ->
SPRO-SRM-SRM server-Cross Appl Basic settings-Pricing...
Please go through the following pointers, which will definitely help ->
Pricing Conditions
Re: Determination of Pricing Procedure in SRM
http://help.sap.com/saphelp_srm30/helpdata/en/72/f40f3c98ddaa4ce10000000a11402f/content.htm
Condition types from SRM to backend
Conditions for Pricing
Pricing on SRM
Few SAP OSS Notes ->
Note 782991 BAPI_PO_CREATE1 displays message V1 206
Note 72199 Problem analysis update business volume data
Note 90508 Tax condition type MWST in purchasing
Note 175594 Double conditions after pricing procedure changed
Note 32332 No order value update in Purchasing Info System
Regards
- Atul

BT web hosting complaint - copy of letter

BT Group plc,
BT Centre,
81 Newgate Street,
London EC1A 7AJ
Dear Sirs,
ref: Business domain hosting: XXXXXXXXXX
I am writing to you to complain about the service I have received from BT business.
In January 2010 I ordered advanced web hosting for my website because it offered extra services such as “Announcer” - a piece of software designed to send HTML emails to customers.
This service ceased working and I have never been able to design emails using it. My business relies on this function and I chose BT because of it. As the function has not worked I believe that you are in breach of my contract and as such I am requesting a refund for the £10 per month I have been paying above and beyond the basic provision cost of £5 per month.
I have been a customer for 15 months which equates to a refund of £150.
I reported the fault and had one of your technicians remotely access my computer and the issue was logged. (ref: XXXXXXXXXX9). He agreed that there was a problem and that this problem was BT’s and not either my computer’s or my lack of technical nouse.
I was also given a phone number: 0800 0778726 and a pin number to track my complaint (1049). I have been told that these do not work anymore.
I have spent around 4 hours on hold over this issue over the last 12 months and I am frustrated at the lack of customer complaint handling at your company. I even wrote to Mr Nigel Stagg who heads up BT business and I have not received a reply. I do not hold out much hope.
I have had the phone put down on me twice by your technical department. I have spoken to over 15 different people who are all very helpful but who do not know what I can do - they do not know of any customer complaints department to talk to. BT is an absolute disgrace and I have posted this complaint on your website so that other customers do not make the same mistake as me. I chose BT because I thought:
a - it would work
b- If it didn’t BT would sort it for me.
Wrong on both counts.
I will be transferring my hosting to a professional company as soon as I work out how to do it.
How a business like BT can survive in today’s marketplace is beyond me.
Yours frustratedly
Warren NP

Hi WarrenNP,
Welcome to the forum. I am very sorry for the problems you are having.
As the guys on this thread have stated this forum is the BT residential forum for residential customers. I feel your query would be best served on the BT Business forum which the guys have linked to.
I am unable to transfer this thread to the Business forum as they are two different platforms. If you have not already posted on the business forum then I can get BT Business to pick your complaint up and deal as appropriate. For me to do this I will need your business account details.
Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT business account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Whistleblower Complaints and Portal

Hi all, does anybody know something about the Whistleblower and Enterprise Portal how to implement it.
Please =)
Best Regards!!!
Michele González

Hi,
basically if you do not find it in the ESW ... this means it's not existing (yet) !
I double-checked and there are indeed no services for complaint handling.
There are services for Customer Return handling (Manage Customer Return In), but only in ERP
Rgds,
Karim

Excess Broadband Usage - complaints experience

I have been a BT customer for some while, registered for paperless bills, set up on BT.com with an email address of my choice prim login and primary communication and making payments by Direct Debit. BT cold called me (I am guessing around 12 to 18 months ago) same renew my package.
in December I noticed a £100 excess broadband usage added to my bill. This prompted me to look back over previous months and, sure enough, around £50 per month had been added historically. There is a limit to how far back I can look online and I called BT to complain. I could write a book on the issues and barriers around BT's complaints process but that would distract from my primary concern.
Firstly, I was sold a package I was told was limitless. This was renewed in the cold call mentioned above. It transpires I was placed on a 10gB limit. Conveniently BT have deleted recordings.
That would be manageable as BT has a fail safe (plastered across its web pages) in that they email you when approaching or exceeding limits. Wrong! They didn't send one email to the email address with which I was registered tor my account to warn me. 5 seconds after the 2nd stage of the complaints process is complete (not to my satisfaction) BT sent me may first warning.
The 3rd stage complaint handler acknowledged how a customer could be confused by the above and offered to meet me half way on the overcharge excess costs over that period.
At no point has BT provided the summary history I had clearly requested on several occasions. This must be in the region of £790 as I was offered £395; insulting at best!
How many other customers are blissfully unaware they are exceeding their limits? What controls do BT have in place to identify and alert these customers, or is this a systematic control failure or known source of easy income?
i have been very clear in all calls of my position. I feel ripped off and subjected to poor complaints handling. BT has now acknowledged how I could be misinformed and in this position, yet still think it reasonable not to return a full refund. In a highly regulated industry I hope the regulator, ADR, press, web positings and consumer TV programme routes open to me will highlight and resolve my problem, and potentially who knows how many other customers'.

Suckered wrote:
That would be manageable as BT has a fail safe (plastered across its web pages) in that they email you when approaching or exceeding limits. Wrong! They didn't send one email to the email address with which I was registered tor my account to warn me. 5 seconds after the 2nd stage of the complaints process is complete (not to my satisfaction) BT sent me my first warning.
First email alert received to my registered email account 5th Jan 2013.
If you work for BT but aren't from the customer care team (to which the previous poster kindly suggested I write) please don't get involved unless you can resolve my complaint. This was posted for help and to hopefully alert BT and its customers of a potential problem, not to be "topped".
Have you ever logged into MyBT and checked your usage? If you have you would see when and where to they send the emails, regardless of the registered email address.
Working for BT is not the issue here. Clearly you did not take personal responsibility and refuse to, that is not my fault. If BT are offering you some money back I would take it, otherwise it could cost you more money in the long run.
Taking the attitude of your posts, it sounds like you had a broadband package from BT and now you have found out that you having been paying over the odds for and now you think you are entitled for your money back, well there is a saying "buyer beware".

Complaints handling in SRM

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