CSI - CRM Standard Operating Procedure ( SOP) ...




Customer Relationship Management (CRM) portal login procedure:

Method 1:



            Open SAP and login to the CRP server with the given credentials ( Same as ECP )




            Here click on "Start the Web Client UI" or invoke the T-code : WUI


   

      



            Now the following interface opens, here feed  Login User id and Password and click on "Log On" button.


           After, validation of the credentials CRP portal opens.
     

Method 2:


       Open the following URL in a browser (i.e, Chrome, IE etc.)
Url: http://sapcsi.indiapost.gov.in:8510/sap/bc/bsp/sap/crm_ui_start/default.htm 

      Now the login CRP portal with the given credentials.


CRM portal interface:

            In the CRM interface left side there are two major options 1) Log Complaint , 2) Search Complaints 

1) Log Complaint:

            This option enables to lodge new complaints ( similar to "data entry" option of earlier CCC)


       Complaints can be lodged with the following categories
   a) Mail
   b) Finance
   c) Insurance
   d) Others


         User needs to feed mandatory fields as per the complaint category and click on "Register" button, to get the complaint number. The complaint number displays in the top right corner.

2) Search Complaints:



       User can use any criteria, such as Article ID, Compalint ID, Status, Pending with. 


       For Consolidation of pending complaints of the office (Facility), use "Pending with" criteria and feed facility ID as follows.


              Now click on "Search" button to get the total pending complaints of the office. The pending complaints appear as follows.


           Now click on the complaint number as above, it displays the complaint details.




             The complaint details contains Article number ( if the complaint is registered under mail category.), complaint registered office facility id, Pending office facility id, complaint type, complaint origin.

             Here click on the "Article Tracking ID". 
            
Case 1: Article belongs to current facility:
     
     Now find the article's current status 
       

    Now click on "Edit" button.


           i) Now choose "Status" as "Sent For Resolution" under Processing Data tab.( If the complaint is not booked at the current office / Facility)



 Now feed Processing Comments, as per the records and click on "Save" button. After completion of the background process a success message "Transaction saved" displays.




         ii) If the article is delivered at current facility, choose "Status" as "Resolved" under Processing Data tab.( If the complaint is booked at the current office / Facility), 


             Here feed "Processing Comments" , choose "Public" option and click on "Save" button. After completion of the background process a success message "Transaction saved" displays.






Case 2: Article does not belongs to current facility:



          If the article does not belongs to the current facility, click on "Route to" under "Routing Tracking" tab.






   Now the following interface opens.




           

            Here feed Facility id. If you do not know the facility id click on search button



        Here feed "Pincode" and click on "Search" button to get the result. Here all the Facility IDs, based on the Pincode display. Choose the facility as per the requirement.

Now feed comments and click on "Add" button.





 Now click on " Save" button.



          After completion of the background process a success message "Transaction saved" displays as follows.




Note: The clearing complaints are not automatically push out from the search criteria. For update pending complaints it is necessary to login a fresh.