CCMS Manual

8/8/2019 CCMS Manual

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User Manual

CCMS

(Customer Complaints Management system)


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INTRODUCTION

CCMS is the Customer Complaint Management System which is100% Web based. Solution developed with latest Microsoft Technology.

It meets all the requirements of RBI. It is the Centralized solution to

register, track and analyze all the complaints received by the Bank

through various channels like RBI, Ministry and etc., in additions to

direct Complaints received from the customers.

Smart CCMS helps in redefining service levels. It is not only

handling Complaints, but with data it helps to determine the root cause

of issues, identify the areas of concern and utilize this information to

improve Service Level Commitments


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CCMS

1.1. Resolution Duration MasterThis functionality provides to configure the number of days and hrs need to close the

complaints by customers according to the criticality level. After the maximum no of days, if

there is no action taken against the query, it will be escalated.

1.2. Sub Category Master-CCMSThis functionality confers the functionality to create the sub categories for the each querycategory. Query Category drop down can be configured from Master Data Setup screen


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with Type as CCMS Query Category TeleSmart in Admin module.

FIELD DESCRIPTION:

S.NO FIELDNAME DESCRIPTION MANDATORY/

OPTONAL

FIELD

01 Query Category Select the Query Category Mandatory Input

02 Sub CategoryCode

Enter the Sub Category Code -unique for a Query Category

Mandatory Input

03 Sub Category

Description

Enter the Sub Category Description Mandatory Input

1.3. Query Assign Master


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This functionality provides to configure the user type to handle the complaints based on the

Product/Sub Category. For each product / campaign, user type and alternate user type

(when user types are occupied/not available, responsibility goes to Alternative Users)should be mentioned.

On Click User Type Link Button the following screen will be Popup,


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FIELD DESCRIPTION:


OPTONAL

FIELD

01 User Type Select the User Type Mandatory Input

02 Alternate User Type Select the Alternate User Type Mandatory Input

03 Order Enter the Order Mandatory Input

04 App. Duration Enter the App. Durations Mandatory Input(Hrs)

Note:

User Type and Alternate User Type should not be same.


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1.4. Customer ComplaintsOnce a customer raises a complaint, it should be documented with all the detailed

explanation for tracking and solving the issue. This functionality helps to post the customercomplaints.

If the complaint is valid then Is accepted? checkbox should be checked and it will be

enlisted for further action to solve the issue. In case there is no action required to take

against a particular complaint it can be mentioned as Is Query Dropped (checkbox shouldbe checked).

When Query Mode as Direct


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When Query Mode as Channel


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Pick the Branch on click the Go Button


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FIELD DESCRIPTION:


OPTONAL

FIELD

01 Query Nature Select the Query Nature thisdrop-down-list can be configured

in Master Data Setup in Admin

module.

Mandatory Input

02 Query Mode Direct or Channel Mandatory Input

03 Query Ref no Auto generated - -

04 Channel Select the Channel though thequery is registered.

Mandatory Input

05 Channel Reference

Number

Enter the Channel Reference

Number

Mandatory Input

06 Channel LetterDate

The date when the channelintimated about the query

Mandatory Input

07 Channel Name Enter the Channel Name Mandatory Input


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08 Address1,Address2, City,State, Pin code

Enter the Address details of thecustomer who raises the query

Optional Input

09 Phone Enter the Phone of the customer

who raises the query

Optional Input

10 Fax Enter the Fax of the customer whoraises the query

Optional Input

11 Email Enter the Email of the customer

who raises the query

Optional Input

12 Customer ID Enter the Customer ID of thecustomer who raises the query

Mandatory Input

13 Account Number Enter the Account Number of the

customer who raises the query

Mandatory Input

14 Name Enter the Name Optional Input

15 Contact Address Enter the Contact Address Optional Input

16 Email ID Enter the Email ID Optional Input

17 Query Type Select the Query Type Product,Service & Employee

Mandatory Input

18 Product (When Query Type Product)

Mention the Product for which

customer complains

Mandatory Input

19 Service Category (When Query Type Service)Select the Service Category

Mandatory Input

20 Service

Subcategory

(When Query Type Service)

Select the Service Subcategory

Mandatory Input

21 Branch Select the Branch Mandatory Input22 Query Through Select the Query Through Mandatory Input

23 Criticality Criticality of the complaint Mandatory Input

24 Query Segment Select from the drop-down-list Mandatory Input

25 Query Subject Subject of the query in brief Mandatory Input

26 Query Description Enter the Query Description in

details

Mandatory Input

27 Employee Code Enter the Employee Code Mandatory Input

28 Status Pending for a new query - -

29 Attach File &

Attach Images

Browse and attach as required Optional Input

After Click on save click on Attach files Link this functionality provides to add related files for

the posted compliant.

Note:


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Direct / Channel: - Customer can raise his /her query directly to the users / agents (e.g.

through Phone call) or can register that to an intermediate company for e. g. RBI. First case

can be called as Direct and the second one as Channel.

1.5.

Imported Customer Complaints

This is the summary page of the complaints raised by customers. In some cases complaintsare uploaded through TeleSmart Uploads in TeleSmart Configurations modules with Type ofUpload as CCMS Upload. These uploads appear in the present screen if retrieve button is

clicked.

FIELD DESCRIPTION:


OPTONAL

FIELD

01 Customer Name of the customer Optional Input


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Name

02 Phone No Ph no of customer Optional Input

1.6. Complaint SummaryThis functionality provides to view the complaints and update the Feedback on click F andto View the history on click H.

When a user logged into the system this screen will show the complaints assigned to himand the user types to which the user has access rights and complaint status will not beequal to C.


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FIELD DESCRIPTION:


OPTONAL

FIELD

01 Query Mode Select the Query Mode Optional Input

02 Channel Select the Channel Optional Input

03 Query ID Enter the Query ID Optional Input

04 Query Type Select the Type of Query Optional Input

05 Query Category Select the Query Category Optional Input

06 Query Sub

Category

Select the Query Sub Category Optional Input

07 Query Criticality Criticality of Query Optional Input

08 Query Posted

From Date & ToDate

Enter the From Date Optional Input

09 Query Status Select the Query Status Optional Input

BUTTON DESCRIPTION:

S.NO BUTTON DESCRIPTION

01 Acknowledge This button it generates the Template for the Customer complaintacknowledgement.

02 Compliant This button it generates the compliant letter.

03 F Button This button it takes to Feedback screen.

04 H Button This button it populates the history screen.


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Status: Under Process, Closed, Follow-Up

If status updated as under process and follow-up the complaint is still with the same user

once the user closes the complaint, the complaint moves to the next user as given in theQuery Assign Masteraccording to the order given there.


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Query History Screen

This screen displays the detailed history of the complaint.

1.7. Disposal SummaryThis functionality provides to dispose the closed complaints. Only the Closed Complaints will

be displayed in the Disposal screen.


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FIELD DESCRIPTION:


OPTONAL

FIELD

01 Query Mode Select the Query Mode Optional Input

02 Channel Select the Channel Optional Input

03 Query ID Enter the Query ID Optional Input

04 Query Type Select the Query Type Optional Input

05 QueryCategory

Select the Query Category Optional Input

06 Query Sub

Category

Select the Query Sub

Category

Optional Input

07 Query

Criticality

Select the Criticality of Query Optional Input

08 Query Posted Enter the From Date Optional Input


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From Date

09 To Date Enter the To Date Optional Input

10 Query Status Select the Query Status Optional Input

BUTTON DESCRIPTION:

S.NO BUTTON DESCRIPTION

01 H Button This button pulls in the history.

02 Disposal After checking the relevant record Disposal button should be

clicked to dispose the complaint.

Disposal screen:

Documents

CCMS Manual