Customer Contacts

[Former Member]

Hello Everybody,

1. Is there any option to mark the Customer Contact as closed once the complaint is solved. We need this to find out the list of open contacts.

2. Is there any option in customer contact to mark the date and time at which the complaint is resolved. This is required to find out the time taken to resolve the complaint.

3. The utility company divided the distribution areas in to four zones. The number ranges for customer contacts should be different for different zones. Is it possible to assign different number ranges for customer contacts for different zones.

4. Is there any option to calculate or count the number of calls received per day by the call centre? Mostly the calls received by the call centres are follow up calls from the customer. For the follow up calls, contacts are not created. But we need to count all the calls received by the call centre to allocate resources.

[Former Member]

Hi Abdul,

Status of Complaint can be seen at Customer Contact level.

Use T-Code BCT1 click on icon, which is at the top (near Contact Change) Choose option Workflow, then Workflow Overview. There u can see the status of each work item. Date and time also available there. And different number ranges can be assigned, but that shud be of External Assignment type. And facility to display list of daily calls will be available in Phone Software used in Call Center.

Hope it may helps u.

Rgds

Charu Jhuthra

[Former Member]

Hi Charu,

Thank you very much.

1. But there are no workflows.

2. How different number ranges are used for BP's in different zones. For example, from the BP's 1-10,00,000 I need the number ranges A1 to A25,00,000 and for the BP's 10,00,001 to 20,00,000 I need the number ranges B1 to B25,00,000.

[Former Member]

Hi,

The customer contacts(contact logs) are created only for the information gethering about the customer complaints. If the customer complaint was just an inquiry then a FTR type contact log will be created.

If it requires any action to be taken then notification need to be created.

So if you just have created a contact log then it shows that it was an inquiry/complaint from the customer and was immediately solved.

If it requires follow up actions then a service notification/order will be created after the contact logs.

You need to create a custom abap report which will give you the description of contact logs created.

Please check table BCONT for BPCONTACT (CUSTOMER CONTACT).

Please reply with your comments if it is not helpful.

Thanks and Regards

Edited by: MPVash Vash on Dec 29, 2008 10:15 AM

Edited by: MPVash Vash on Dec 30, 2008 10:34 AM

[Former Member]

Any other answers for my questions?

[Former Member]

Hi,

Please specify the questions for which you want more descriptive answer.

Thanks and Regards