Basedon an agreement, customers can return goods that they no longer need.
Thisusually occurs at the end of the year and the transport is paid for by thecustomer. a. The stock cleaningrequest is either entered in an online form, or sent directly to a genericemail address with an attached file specifying the products and the quantitiesto be returnedb. Upon submission ofthe form, a ticket gets created in CRM and assigned to Customer service.c. The customer getsan auto reply notification with the ticket number from CRM The ticket goes through an approval System: check for obsolete or superseded materialsd.
CS Manager: Checkif the return is allowed according to the SLA in placee. If none of theproducts are valid for return, Customer service informs the customer with anattachment including the reason codes for each material and closes the ticket. f. If some or all ofthe products are valid and customer service manager approved, Customer servicesends the RRG number (CRM ticket number) with the status of all the parts tothe customer to ask to return the parts. They also update the ticket status to’awaiting return’.g.
The customer sendsthe approved parts to the appropriate Warehouse.h. The Warehousereceives the parts and sets the ticket status to ‘received’ in CRM i. Automatically anYRE order and a delivery are created by CRM, which will be used to receive theparts in the warehouse; a handling fee will be added to the Return (YRE) orderto cover for the shipping costs. (Maintained at customer level)j. Warehouse updatesthe reason codes (i.
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e. Damaged) for each received material in the CRM ticket.k. Customer servicecreates the Credit Memo (from return delivery) in SAP ERP and creates thebilling document in ERP.l. Customer serviceanswers to the customer using a CRM email template. The Credit Note and anoverview summary of the rejected parts (incl. reason code) is attached to theemail.
m. After receivingthis 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 processesNA: During the global alignment workshopsthe following differences between EMEA and NA were found:– In NA there is often a long time betweenthe RGA and the actual returns, leading to different returns thanapproved.
Customer gets the creditanyway. 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 theywill submit their claims, so adoption of a Self Service Portal will be verydifficult in NA. In EMEA most customers already use FM supplied forms andadoption may be easier– For EMEA Deliveries are created by CS,in NA by CS in Warehouse– Credit memo type in NA is ZCMR and inEMEA YCMR– Return order type is ZRE vs. YREThefollowing conclusions came out of the NA workshops:– The processes are very similar for EMEAand NA– C4C appears to be a good fit APAC: No objections or concerns have been formulated during or after the calls– Customer Service organization islocalized; no central management or consolidated processes at the region level.– APAC does not have any formal CRMsystems for stock cleaning processes.
– Singapore indicated they currently do nothave this process.– Other APAC countries have not indicatedany major differences with the EMEA To-Be process.– Since no CRMsolution is yet scheduled for implementation in APAC, the Customer Serviceorganizations in this region will have the opportunity to pick fromfunctionalities discussed already in detail for the other regions. 1.1.
Over shipmentswith return Overshipment claims are submitted after a customer receives more products thanordered. For this scenario the customer wants to ship back the products and getcredited if they were billed for it. a. The claim isentered either in the self-service portal or sent directly to a generic emailaddress. The email should have an attachment specifying the delivery number,quantities and products to be returned. b.
Upon submission ofthe form, a ticket gets created in CRM and assigned to Customer service.c. The customer getsan auto reply notification with the ticket number from CRMd. The system checksfor obsolete or superseded materials and if none of the parts are valid to bereturned by the customer, he is notified by email that the claim has beenrejected and not to return the parts (including a file including with thereason codes by material). e. If some of theparts are valid and if the value is less than 25 euro (or equivalent in GBP andZAR), 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 manuallychecks the stock in the warehouse (approx.
250 lines a week). g. After they havechecked the stock and written down their findings, the Warehouse will updatethe quantities and item status in the ticket in CRM. h. The ticket getsreassigned back to Customer service and the status of all the parts is sent tothe customer with the RRG number (CRM ticket number) requesting to return theparts. This updates the ticket to the status: ‘awaiting return’.
i. The customer sendsthe approved parts to the appropriate Warehouse.j. The Warehousereceives the parts and sets the ‘received’ status in CRM.k.
Automatically aYRE order and delivery is created by CRM, which will be used to receive theparts 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 updatesthe return delivery in SAP and sets the reason code for each received materialin the CRM ticket.m.
If the overshipped products were already billed, Customer service creates the Credit note(YRE) to the customer in SAP ERP. n. Customer servicewill create the billing document in SAP ERP.o.
Customer serviceinforms the customer via email (with the Credit Note and an overview summary ofthe rejected parts, with reason code) in attachment.p. If the product hasnot been billed (product was sent by mistake) and the claim value is over 25Euro, Customer service updates the item category in the YRE document to YRNN tomark that the product has a value of 0 (no credit memo is issued).
q. Customer Serviceinforms the customer using a template email, with the billing document inattachment (PDF). Global Alignment for Over shipments withReturn processesNA: During the global alignment workshopsthe following differences between EMEA and NA were found:– NA already has a dispute mgt. system inECC to process them.
– NA large customers tell us how they willsubmit their claims or they just deduct it from the invoices. In EMEA mostcustomers use FM supplied forms.– Adoption of Self Service Portal will bevery difficult in NA.– For EMEA Deliveries are created by CS,in NA by CS in Warehouse.– Credit/Debit memo type in NA is ZCMR/ZDMRand in EMEA YCMR/YDMR.– Return order type is ZRE vs. YRE. ZREhas no billing block.
– If an over shipment was not billed inNA, they bill the customer and later credit them to close out the error. InEMEA they change the item category so the system is adjusted withoutinconveniencing the customer. The following conclusions came out of the NAworkshops:– The processes are very similar for EMEAand NA.– Good fit, but further evaluation needsto 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 islocalized; no central management or consolidated processes at the region level.– APAC does not have any formal CRMsystems for over shipment processes.
– APAC countries have not indicated anymajor differences with the EMEA To-Be process.– Since no CRMsolution is yet scheduled for implementation in APAC, the Customer Serviceorganizations in this region will have the opportunity to pick from functionalitiesdiscussed already in detail for the other regions. 1.2.
Short shipments Shortshipment claims are submitted after a customer receives less products thanordered. For this scenario the customer gets credited if they were billed forit. a. The claim isentered either in the self-service portal or sent directly to a generic emailaddress. The email should have an attachment specifying the products, quantityand the delivery number. b.
Upon submission ofthe form, a ticket gets created in CRM and an auto reply notification is sentto the customer containing the ticket number.c. On a weekly basis,the Warehouse extracts the over/under shipment claims from CRM and manuallychecks the stock in the warehouse (approx. 250 lines a week). d. After they havechecked the stock and written down their findings, the Warehouse will updatethe item status (VALID/NOT VALID, MISSING BOX) and the corresponding quantityof the materials inside the ticket directly in CRM.
e. The ticket getsreassigned back to Customer service. f. If all items arevalid, the claim will go through the approval process depending on the claimvalue.g.
If one or moreitems are invalid, Customer service contacts the customer to recheck the notapproved parts using a CRM email template with the list of materials to verify.h. If the customerfinds the missing part(s), Customer service updates the line items in theticket in CRM to ‘FOUND BY CUSTOMER’ and the ticket will go through theapproval process.
i. If the customerdoesn’t find the missing part(s), Customer service updates the item status inCRM to “LOST GOODS”.j.
In case of “LOSTGOODS”, Customer service can decide whether to credit the customer or not. Theitem status gets changed to ‘customer satisfaction’, indicating that the itemwill be credited.k. If none of theitems are valid or ‘granted’ customer satisfaction, the customer is informedthat the claim was rejected using a standard CRM email template.l. If at least 1 itemis valid (or customer satisfaction) the claim will go through the approval process.
m. If the value ofall items with status ‘valid’ or ‘customer satisfaction’ is less than 150Euro/GBP or equivalent currency, the credit memo request is automaticallycreated.n. If the value isover 150 Euro/GBP, the Customer Service manager needs to approve.o. If it is over 800Euro/GBP Finance also needs to approve.
p. After the claim isapproved the credit memo request is automatically created from CRM in ERPwithout billing block.q.
Customer servicecreates the billing document in ERP and uses a standard email CRM template withthe billing document in attachment (PDF) to reply to the customer.Global Alignment for Short shipment processesNA: During the global alignment workshopsthe following differences between EMEA and NA were found:– NA already has a dispute mgt. system inECC to process them. – NA large customers tell us how they willsubmit their claims or they just deduct it from the invoices. In EMEA mostcustomers use FM supplied forms.– Adoption of Self Service Portal will bevery difficult in NA.– For EMEA Deliveries are created by CS,in NA by CS in Warehouse.– Credit memo type in NA is ZCMR and inEMEA YCMR.
Thefollowing conclusions came out of the NA workshops:– The processes are very similar for EMEAand NA.– Good fit, but further evaluation needsto 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 islocalized; no central management or consolidated processes at the region level.– APAC does not have any formal CRMsystems for short shipment processes.
– APAC countries have not indicated anymajor differences with the EMEA To-Be process.– Since no CRMsolution is yet scheduled for implementation in APAC, the Customer Serviceorganizations in this region will have the opportunity to pick fromfunctionalities discussed already in detail for the other regions. 1.3. Over shipments(the customer keeps the products)Overshipment claims are submitted after a customer receives more products thanordered. For this scenario the customer wants to keep the products and pay forthem.
a. The claim isentered either in the self-service portal or sent directly to a generic emailaddress. 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 customerwas already billed for the items, Customer Service will close the ticket andinform the customer about the closure.c.
On a weekly basis,the Warehouse extracts the over/under shipment claims from CRM and manuallychecks the stock in the warehouse (approx. 250 lines a week). d. After they havechecked the stock and written down their findings, the Warehouse will updatethe status of the items (VALID/NOT VALID) directly in CRM and also thequantity.e. The ticket getsreassigned back to Customer service.
f. If one or moreitems are invalid, Customer service contacts the customer to recheck the notvalid parts (found in the warehouse) using a standard CRM email template withthe list of materials to verify in attachment.g. If the customerdoesn’t reconfirm the over shipment, Customer service will close the ticket andinform the customer about the ticket closure. h. If the customerconfirms he has the parts, Customer service updates the items with status”Found by customer”i.
Customer servicewill create the Debit Memo Request in ERP directly from CRM. j. After thatCustomer service will create the billing documents in ERP and inform thecustomer using a standard CRM email template with the billing documents inattachment. GlobalAlignment for Over shipments where customer keeps the partsNA:During the global alignment workshops the following differences between EMEAand NA were found:– NA already has a dispute mgt. system inECC to process them. – NA large customers tell us how they willsubmit their claims or they just deduct it from the invoices. In EMEA mostcustomers use FM supplied forms.
– Adoption of Self Service Portal will bevery difficult in NA.– Credit/Debit memo type in NA isZCMR/ZDMR and in EMEA YCMR/YDMR.The following conclusions came out of the NAworkshops:– The processes are very similar for EMEAand NA.– Good fit, but further evaluation needsto 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 islocalized; no central management or consolidated processes at the region level.
– APAC does not have any formal CRMsystems for over shipment processes.– APAC countries have not indicated anymajor differences with the EMEA To-Be process.Since no CRM solution is yet scheduled forimplementation in APAC, the Customer Service organizations in this region willhave the opportunity to pick from functionalities discussed already in detailfor the other regions.
