ccms manual
TRANSCRIPT
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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:
S.NO FIELDNAME DESCRIPTION MANDATORY/
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:
S.NO FIELDNAME DESCRIPTION MANDATORY/
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:
S.NO FIELDNAME DESCRIPTION MANDATORY/
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:
S.NO FIELDNAME DESCRIPTION MANDATORY/
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:
S.NO FIELDNAME DESCRIPTION MANDATORY/
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: