CRM - Requirement

Hello Guys:
I am new to CRM. Could any one please explian the requirement.
Regarding claims - inquiries as well as complaints, in which a Danish address is included, subject of delivery, you must be able to link VAP-information i.e. distribution center, team and route, in order to make sure that the case is automatically directed to the right place and relevant information can be found when requested, if a member of the customer service staff search for a specific unit based on information about address and product so contact by phone, mail or fax to the unit can take place, and follow up reports can be prepared.
The look-up is to be either automatically from SAP/CRM based on the registration of destination address and product or by request from the customer service. Automatic look-ups is based on the full address (name, address and postal code and/or city) and product, while look-ups by request should be possible based on postal code and/or city (i.e. distribution center) or extended by address (i.e. routing in distribution center) .
VAP hands over the wanted information to SAP/CRM, where they are displayed and saved as part of the case.
In relation to customer service as well as claims is must be possible to make a look-up in VAP based on destination address, that points to the post office/shop to which the shipment is to be reported.. This look-up in VAP is only by request.
VAP hands over the wanted information to SAP/CRM, where they are displayed and saved as part of the case.
Advanced Thanks
Regards
Suresh Babu Karanam

Hi Experts,
Any replies would be great. I need to provide this asap for client.
Thanks,
Rani.

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Already answered

Creating R/3 service orders from CRM

Hi Experts
I am working on an scenario in the Interaction Center WinClient where complaints can be registered concerning iobjects. For now, we have made the design using activities, where the objective is to simple register complaints. However we would like to have direct integration between the complaints filed as activities and service orders in R/3.
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Hi Alberto,
The second way though it looks simple but has lots of functionality gaps.
Jst imagine, if service head wants to know the number of compaints being served completly, or what are the types of complaints and what are the services we offered, or link between complaints and service orders.
This would not be achieved in the second senario.
Better go ahead with the first solution, and it hardly requires much of the configuration, also u would be able to do all the analysis.
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<b>Reward with points!</b>

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