Collaborative Resolution with V2 Cases and Subcases

[pvsbprasad]

Background

PK Industries , a leading retail company, faced challenges in managing high volumes of order and return management processes. They sought a unified system to streamline these processes, reducing the need to switch between different systems. Their goal was to achieve a consolidated and efficient workflow to handle their increasing order volumes and customer service demands.

The Challenge

PK Industries existing system struggled with:

• Fragmented processes that required switching between multiple platforms.
• Inefficient resolution of complex cases due to a lack of a unified view.
• Difficulty in tracking the progress of subcases related to larger issues.
• Similar names for headings in subcases, leading to confusion and inefficiency.

The Solution

Prasad, a Senior Solution Specialist with extensive experience in SAP solutions, led the initiative to address PK Industries challenges. The solution involved:

1. Use of Collaborative Resolution with Cases and Subcases: Introducing a system where main cases could be broken down into subcases, allowing for more granular tracking and resolution.
2. Node.js Development for Custom Solutions: Creating custom Node.js solutions to manage subcases effectively, ensuring that each subcase could be easily identified and tracked.
3. Unified Interface for Order and Return Management: Developing a single interface within SAP Service Cloud to handle both order and return processes without the need to switch systems.

Demo

Step 1: Incoming Call and Case Generation:

• When a customer calls, a new case is automatically generated in the system

Step 2:Processing Return Order:

• The agent updates the case status and processes a return order for the existing customer order. This action generates a return order in S/4HANA.

Step 3:Customer Notification:

• The customer is notified to hand over the return package.

Step 4:Package Handover and Stock Update:

• Once the customer has handed over the return package, the case is transferred to the N2 team for updating the stock difference.

Step 5:Sub-Case Creation for N2 Team:

• A sub-case is automatically created and assigned to the N2 team. Both the main case header status and sub-case status are updated automatically.

 Step 6:Inspection by N2 Team:

• The N2 team inspects the returned items and subsequently moves the case to the N3 team for processing the refund.

Step 7:Sub-Case Creation for N3 Team:

• When the case is moved to the N3 team, another sub-case is automatically created. Status changes in the main case header automatically update the status of the sub-case.

Step 8:Refund Processing:

• The N3 team processes the refund for the customer

Step 9:Case Completion:

• Once the sub-case is completed, the main case is automatically marked as completed

Results

• Increased Efficiency: PK Industries experienced a significant reduction in the time required to manage orders and returns, thanks to the unified interface and streamlined processes.
• Improved Case Management: The use of subcases allowed for better tracking and resolution of complex issues, reducing the confusion caused by similar headings.
• Higher Customer Satisfaction: With faster and more efficient resolution of cases, customer satisfaction levels improved.
• Scalability: The new system provided a scalable solution capable of handling PK Industries growing order volumes.

Conclusion

The collaborative resolution with V2 cases and subcases proved to be a game-changer for PK Industries. Prasad expertise in SAP solutions and custom development with Node.js enabled PK Industries to achieve a unified, efficient, and scalable system. This success story demonstrates the power of integrating advanced case management techniques with robust technology solutions to address complex business challenges.