On 10 Feb 2015 07:40, "Cédric Krier" <[email protected]> wrote: > > On 10 Feb 13:50, Axel Braun wrote: > > Hi Ced, > > > > > Gesendet: Montag, 09. Februar 2015 um 19:37 Uhr > > > I wrote a blueprint to manage customer complaint and actions to take. > > > http://code.google.com/p/tryton/wiki/CustomerComplaint > > > > > > The idea is to have a simple but robust basis that allow customization > > > especially for actions to take. > > > The action processing will be quite similar to the account_payment > > > processing. > > > > Good idea to have CRM functions in Tryton as well. > > You can put any acronym you want. >
Agreed. I consider Tryton to be a business application platform--you can use whatever flavour alphabet soup tou like ;-) > > The blueprint is already very technical :-) so what process did you have in mind? > > > > How does the registration of the complaint work? > > You create a record and by you I mean what ever you want. > So customers could submit complaints on line perhaps, or employees enter complaints they get, etc. > > Out of free space or against e.g. sales, deliveries or purchases? > > I don't understand the question. But a complaint can be linked to an > other record. > By "out of free space" I think he means not associated with a specific, identifiable business activity, for example something that was found in a suggestion box, or complaint about how an employee was unhelpful but the employee was not identified. Otherwise complaints would be linked to a sale, purchase, project, employee, etc. > > Can the clerk check against these elements? > > Check what? If user is viewing complaint they could bring up the sale or other related record it was attached to, if any. Similarly if the user is viewing a sale etc he/she could check if any complaints were made on the sale. Could also run reports related to "satisfaction rates" on sales, etc. > > > What are the qualification criteria for a complaint? > > There is a type. > > > How should the approval process work? > > I thought it was obvious with the order of state selection: > > 'draft' → 'waiting' → 'approved' → 'done' > Complaints sounds like a form of trouble ticket. Perhaps the language would be different like received, replied, in process, resolved, etc. Also "done" could be the customer is happy or is not happy but you had to give up. > > Actions: > > Free of charge delivery > > It is too late otherwise the customer will not complaint about the > charge as it will not yet received it. But you can credit the delivery charge. Perhaps if the complaint was about delayed delivery or not in stock then the delivery charge would be waived in the first place, not charged then credited back. > > > Offer bonus payment > > What is that? Bonus sounds like a reward, perhaps meaning was lost in translation. Refund or store credit perhaps. > > > Offer alternative delivery (different product) > > I don't understand. Product is out of stock and cannot be delivered in time, or is discontinued. With customer's consent you send a different item of equal or greater value. For example a shirt in grey is not in stock so send a white shirt of the same style as an alternative. > > > Historize: Is this the funcionality that you can see what user did which activity, when mails were send etc? > > I don't know. Does historize mean utilising the general record history feature of Tryton or is it more specific to complaints with extra tables to follow the actions taken by the user to resolve complaints? > > -- > Cédric Krier - B2CK SPRL > Email/Jabber: [email protected] > Tel: +32 472 54 46 59 > Website: http://www.b2ck.com/
