Based parts in the warehouse; a handling fee

 

Based
on an agreement, customers can return goods that they no longer need. This
usually occurs at the end of the year and the transport is paid for by the
customer.

 

a.    
The stock cleaning
request is either entered in an online form, or sent directly to a generic
email address with an attached file specifying the products and the quantities
to be returned

b.    
Upon submission of
the form, a ticket gets created in CRM and assigned to Customer service.

c.    
The customer gets
an auto reply notification with the ticket number from CRM

The ticket
goes through an approval
System: check
for obsolete or superseded materials

d.    
CS Manager: Check
if the return is allowed according to the SLA in place

e.    
If none of the
products are valid for return, Customer service informs the customer with an
attachment including the reason codes for each material and closes the ticket.

f.     
If some or all of
the products are valid and customer service manager approved, Customer service
sends the RRG number (CRM ticket number) with the status of all the parts to
the customer to ask to return the parts. They also update the ticket status to
‘awaiting return’.

g.    
The customer sends
the approved parts to the appropriate Warehouse.

h.    
The Warehouse
receives the parts and sets the ticket status to ‘received’ in CRM

i.     
Automatically an
YRE order and a delivery are created by CRM, which will be used to receive the
parts in the warehouse; a handling fee will be added to the Return (YRE) order
to cover for the shipping costs. (Maintained at customer level)

j.     
Warehouse updates
the reason codes (i.e. Damaged) for each received material in the CRM ticket.

k.    
Customer service
creates the Credit Memo (from return delivery) in SAP ERP and creates the
billing document in ERP.

l.     
Customer service
answers to the customer using a CRM email template. The Credit Note and an
overview summary of the rejected parts (incl. reason code) is attached to the
email.

m.   
After receiving
this confirmation, the customer has two options:

Arrange for
pick-up of the rejected parts
If the
customer decides not to pick up the rejected products, CS agent informs
the warehouse to destroy the products. (Standard internal email; no
specific template needed) If the customer does not answer after 30 days;
Customer service will change the status at item level to ‘ok to
scrap’.  The ticket will be
reassigned to the Warehouse. The warehouse will update the item status of
the material to scrapped once it has been disposed.

 

Global Alignment for Client’s Stock Cleaning processes

NA: During the global alignment workshops
the following differences between EMEA and NA were found:

–     
In NA there is often a long time between
the RGA and the actual returns, leading to different returns than
approved.  Customer gets the credit
anyway. In EMEA there is a 60-day expiration date for RRGs

–     
Differences between terms for cleanings
(i.e. 5% of previous year’s sales)

–     
In NA large customers tell us how they
will submit their claims, so adoption of a Self Service Portal will be very
difficult in NA. In EMEA most customers already use FM supplied forms and
adoption may be easier

–     
For EMEA Deliveries are created by CS,
in NA by CS in Warehouse

–     
Credit memo type in NA is ZCMR and in
EMEA YCMR

–     
Return order type is ZRE vs. YRE

The
following conclusions came out of the NA workshops:

–     
The processes are very similar for EMEA
and NA

–     
C4C appears to be a good fit

 

APAC: 
No objections or concerns have been formulated during or after the calls

–         
Customer Service organization is
localized; no central management or consolidated processes at the region level.

–         
APAC does not have any formal CRM
systems for stock cleaning processes.

–         
Singapore indicated they currently do not
have this process.

–         
Other APAC countries have not indicated
any major differences with the EMEA To-Be process.

–         
Since no CRM
solution is yet scheduled for implementation in APAC, the Customer Service
organizations in this region will have the opportunity to pick from
functionalities discussed already in detail for the other regions. 

 

1.1.  Over shipments
with return

 

Over
shipment claims are submitted after a customer receives more products than
ordered. For this scenario the customer wants to ship back the products and get
credited if they were billed for it.

a.    
The claim is
entered either in the self-service portal or sent directly to a generic email
address. The email should have an attachment specifying the delivery number,
quantities and products to be returned. 

b.    
Upon submission of
the form, a ticket gets created in CRM and assigned to Customer service.

c.    
The customer gets
an auto reply notification with the ticket number from CRM

d.    
The system checks
for obsolete or superseded materials and if none of the parts are valid to be
returned by the customer, he is notified by email that the claim has been
rejected and not to return the parts (including a file including with the
reason codes by material).

e.    
If some of the
parts are valid and if the value is less than 25 euro (or equivalent in GBP and
ZAR), Customer Service informs the customer not to return the parts.

f.     
On a weekly basis,
the Warehouse extracts the over/under shipment claims from CRM and manually
checks the stock in the warehouse (approx. 250 lines a week).

g.    
After they have
checked the stock and written down their findings, the Warehouse will update
the quantities and item status in the ticket in CRM.

h.    
The ticket gets
reassigned back to Customer service and the status of all the parts is sent to
the customer with the RRG number (CRM ticket number) requesting to return the
parts. This updates the ticket to the status: ‘awaiting return’.

i.     
The customer sends
the approved parts to the appropriate Warehouse.

j.     
The Warehouse
receives the parts and sets the ‘received’ status in CRM.

k.    
Automatically a
YRE order and delivery is created by CRM, which will be used to receive the
parts in SAP:

Order
reason:  R16 Over shipment
Only accepted
materials (not superseded, not broken, not obsolete)
PO number is
the RRG number (CRM ticket number)
On header
conditions, the condition YH09 is not added (transport is paid by the
company)

l.     
Warehouse updates
the return delivery in SAP and sets the reason code for each received material
in the CRM ticket.

m.   
If the over
shipped products were already billed, Customer service creates the Credit note
(YRE) to the customer in SAP ERP.

n.    
Customer service
will create the billing document in SAP ERP.

o.    
Customer service
informs the customer via email (with the Credit Note and an overview summary of
the rejected parts, with reason code) in attachment.

p.    
If the product has
not been billed (product was sent by mistake) and the claim value is over 25
Euro, Customer service updates the item category in the YRE document to YRNN to
mark that the product has a value of 0 (no credit memo is issued).

q.    
Customer Service
informs the customer using a template email, with the billing document in
attachment (PDF).

 

Global Alignment for Over shipments with
Return processes

NA: During the global alignment workshops
the following differences between EMEA and NA were found:

–     
NA already has a dispute mgt. system in
ECC to process them. 

–     
NA large customers tell us how they will
submit their claims or they just deduct it from the invoices. In EMEA most
customers use FM supplied forms.

–     
Adoption of Self Service Portal will be
very difficult in NA.

–     
For EMEA Deliveries are created by CS,
in NA by CS in Warehouse.

–     
Credit/Debit memo type in NA is ZCMR/ZDMR
and in EMEA YCMR/YDMR.

–     
Return order type is ZRE vs. YRE. ZRE
has no billing block.

–     
If an over shipment was not billed in
NA, they bill the customer and later credit them to close out the error. In
EMEA they change the item category so the system is adjusted without
inconveniencing the customer.

 The following conclusions came out of the NA
workshops:

–     
The processes are very similar for EMEA
and NA.

–     
Good fit, but further evaluation needs
to happen to see if the ECC Dispute system should be replaced.

 

 APAC: 
No objections or concerns have been formulated during or after the calls

–         
Customer Service organization is
localized; no central management or consolidated processes at the region level.

–         
APAC does not have any formal CRM
systems for over shipment processes.

–         
APAC countries have not indicated any
major differences with the EMEA To-Be process.

–         
Since no CRM
solution is yet scheduled for implementation in APAC, the Customer Service
organizations in this region will have the opportunity to pick from functionalities
discussed already in detail for the other regions. 

 

1.2.  Short shipments

 

Short
shipment claims are submitted after a customer receives less products than
ordered. For this scenario the customer gets credited if they were billed for
it.

a.    
The claim is
entered either in the self-service portal or sent directly to a generic email
address. The email should have an attachment specifying the products, quantity
and the delivery number. 

b.    
Upon submission of
the form, a ticket gets created in CRM and an auto reply notification is sent
to the customer containing the ticket number.

c.    
On a weekly basis,
the Warehouse extracts the over/under shipment claims from CRM and manually
checks the stock in the warehouse (approx. 250 lines a week).

d.    
After they have
checked the stock and written down their findings, the Warehouse will update
the item status (VALID/NOT VALID, MISSING BOX) and the corresponding quantity
of the materials inside the ticket directly in CRM.

e.    
The ticket gets
reassigned back to Customer service.

f.     
If all items are
valid, the claim will go through the approval process depending on the claim
value.

g.    
If one or more
items are invalid, Customer service contacts the customer to recheck the not
approved parts using a CRM email template with the list of materials to verify.

h.    
If the customer
finds the missing part(s), Customer service updates the line items in the
ticket in CRM to ‘FOUND BY CUSTOMER’ and the ticket will go through the
approval process.

i.     
If the customer
doesn’t find the missing part(s), Customer service updates the item status in
CRM to “LOST GOODS”.

j.     
In case of “LOST
GOODS”, Customer service can decide whether to credit the customer or not. The
item status gets changed to ‘customer satisfaction’, indicating that the item
will be credited.

k.    
If none of the
items are valid or ‘granted’ customer satisfaction, the customer is informed
that the claim was rejected using a standard CRM email template.

l.     
If at least 1 item
is valid (or customer satisfaction) the claim will go through the approval process.

m.   
If the value of
all items with status ‘valid’ or ‘customer satisfaction’ is less than 150
Euro/GBP or equivalent currency, the credit memo request is automatically
created.

n.    
If the value is
over 150 Euro/GBP, the Customer Service manager needs to approve.

o.    
If it is over 800
Euro/GBP Finance also needs to approve.

p.    
After the claim is
approved the credit memo request is automatically created from CRM in ERP
without billing block.

q.    
Customer service
creates the billing document in ERP and uses a standard email CRM template with
the billing document in attachment (PDF) to reply to the customer.

Global Alignment for Short shipment processes

NA: During the global alignment workshops
the following differences between EMEA and NA were found:

–     
NA already has a dispute mgt. system in
ECC to process them. 

–     
NA large customers tell us how they will
submit their claims or they just deduct it from the invoices. In EMEA most
customers use FM supplied forms.

–     
Adoption of Self Service Portal will be
very difficult in NA.

–     
For EMEA Deliveries are created by CS,
in NA by CS in Warehouse.

–     
Credit memo type in NA is ZCMR and in
EMEA YCMR.

The
following conclusions came out of the NA workshops:

–     
The processes are very similar for EMEA
and NA.

–     
Good fit, but further evaluation needs
to happen to see if the ECC Dispute system should be replaced.

 

 APAC: 
No objections or concerns have been formulated during or after the calls

–         
Customer Service organization is
localized; no central management or consolidated processes at the region level.

–         
APAC does not have any formal CRM
systems for short shipment processes.

–         
APAC countries have not indicated any
major differences with the EMEA To-Be process.

–         
Since no CRM
solution is yet scheduled for implementation in APAC, the Customer Service
organizations in this region will have the opportunity to pick from
functionalities discussed already in detail for the other regions. 

1.3.  Over shipments
(the customer keeps the products)

Over
shipment claims are submitted after a customer receives more products than
ordered. For this scenario the customer wants to keep the products and pay for
them.

a.    
The claim is
entered either in the self-service portal or sent directly to a generic email
address. The email should have an attachment specifying the delivery number,
quantities and products that were over shipped. 
The customer should also indicate that he wants to keep the products.

b.    
If the customer
was already billed for the items, Customer Service will close the ticket and
inform the customer about the closure.

c.    
On a weekly basis,
the Warehouse extracts the over/under shipment claims from CRM and manually
checks the stock in the warehouse (approx. 250 lines a week).

d.    
After they have
checked the stock and written down their findings, the Warehouse will update
the status of the items (VALID/NOT VALID) directly in CRM and also the
quantity.

e.    
The ticket gets
reassigned back to Customer service.

f.     
If one or more
items are invalid, Customer service contacts the customer to recheck the not
valid parts (found in the warehouse) using a standard CRM email template with
the list of materials to verify in attachment.

g.    
If the customer
doesn’t reconfirm the over shipment, Customer service will close the ticket and
inform the customer about the ticket closure.

h.    
If the customer
confirms he has the parts, Customer service updates the items with status
“Found by customer”

i.     
Customer service
will create the Debit Memo Request in ERP directly from CRM.

j.     
After that
Customer service will create the billing documents in ERP and inform the
customer using a standard CRM email template with the billing documents in
attachment.

 

Global
Alignment for Over shipments where customer keeps the parts

NA:
During the global alignment workshops the following differences between EMEA
and NA were found:

–     
NA already has a dispute mgt. system in
ECC to process them. 

–     
NA large customers tell us how they will
submit their claims or they just deduct it from the invoices. In EMEA most
customers use FM supplied forms.

–     
Adoption of Self Service Portal will be
very difficult in NA.

–     
Credit/Debit memo type in NA is
ZCMR/ZDMR and in EMEA YCMR/YDMR.

The following conclusions came out of the NA
workshops:

–     
The processes are very similar for EMEA
and NA.

–     
Good fit, but further evaluation needs
to happen to see if the ECC Dispute system should be replaced.

 

 APAC: 
No objections or concerns have been formulated during or after the calls

–         
Customer Service organization is
localized; no central management or consolidated processes at the region level.

–         
APAC does not have any formal CRM
systems for over shipment processes.

–         
APAC countries have not indicated any
major differences with the EMEA To-Be process.

Since no CRM solution is yet scheduled for
implementation in APAC, the Customer Service organizations in this region will
have the opportunity to pick from functionalities discussed already in detail
for the other regions.