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Complaints - Consumer Feedback

  • 1.  Complaints - Consumer Feedback

    GOLD CONTRIBUTOR
    Posted Jun 30, 2020 09:36 AM
    Hello,

    I'm curious of what other NAV users have used to handle complaints/consumer feedback.  I've seen past posts about using CRM.  However that it probably overkill for our organisation as we don't have an outside sales force and for the most part relationship management via Contact, Customer card, Interactions (which we modified extensively) and Segmentation works for our needs.

    I've also seen mention of Zen Desk but have not looked at it or its integration to NAV so if anyone as used it I'd be interested to here how it works.

    We're basically looking for some type of 'front end' to track and report on the information received from the customer.  We would need contact demographics, feedback description, whether it was a complaint or just information, probably some type of category type, and where/who it is was escalated (either department or function).    We believe this type of front end would meet our needs as the actual resolution would completed and executed in NAV by for example a SRO, SO, CM, etc.  We also have a CAPA access database that manages CARS, PARs, and etc.  We don't really want to replicate or repeat what we do in NAV and CAPA DB in a 'new' Feedback solution/system.

    Thoughts and ideas appreciated.

    Thanks in advance.

    ------------------------------
    Bill Blomker
    IT Director
    Crest Healthcare Supply
    Dassel, Minnesota
    ------------------------------
    Academy - Online Interactive Learning from Experts


  • 2.  RE: Complaints - Consumer Feedback

    TOP CONTRIBUTOR
    Posted Jun 30, 2020 05:46 PM
    I created a database within NAV several years ago for our Technical Service team.  They answer consumer calls and needed a system to log call info and pull in item related data.  It didn't take me too long and I am not an every day developer.

    ------------------------------
    Lewis Rosenberg
    IT Manager
    Mars Fishcare
    Chalfont PA
    www.apifishcare.com
    ------------------------------------------------------------------------
    BCUG/NAVUG All-Star
    BCUG/NAVUG Board of Advisors, Chairperson
    BCUG/NAVUG Programming Committee

    Twitter: @RosenbergL
    LinkedIn: https://www.linkedin.com/in/rosenbergl
    ------------------------------------------------------------------------

    NAVUG/D365BC-Community Summit: https://na.usergroupsummit.com/home
    October 6-9, 2020
    Nashville, TN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 3.  RE: Complaints - Consumer Feedback

    GOLD CONTRIBUTOR
    Posted Jul 01, 2020 11:11 AM
    Thanks Lewis,  can you expand a little more on how you created the 'database' in NAV?  How did you design the interface that your Tech Serv used to log the call?

    Bill

    ------------------------------
    Bill Blomker
    IT Director
    Crest Healthcare Supply
    Dassel, Minnesota
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Complaints - Consumer Feedback

    TOP CONTRIBUTOR
    Posted Jul 01, 2020 11:35 AM
    I created a list page, card page, subform page, some related tables, a new number series etc.  I did not require any CodeUnits.


    List Page:



    Card Page - General tab:


    Card Page - continued:



    ------------------------------
    Lewis Rosenberg
    IT Manager
    Mars Fishcare
    Chalfont PA
    www.apifishcare.com
    ------------------------------------------------------------------------
    BCUG/NAVUG All-Star
    BCUG/NAVUG Board of Advisors, Chairperson
    BCUG/NAVUG Programming Committee

    Twitter: @RosenbergL
    LinkedIn: https://www.linkedin.com/in/rosenbergl
    ------------------------------------------------------------------------

    NAVUG/D365BC-Community Summit: https://na.usergroupsummit.com/home
    October 6-9, 2020
    Nashville, TN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: Complaints - Consumer Feedback

    GOLD CONTRIBUTOR
    Posted Jul 01, 2020 11:52 AM
    Lewis, what I like about what you did is that it is all within NAV.  Unfortunately we don't have a developers license to do it internally.  Nonetheless,  I will follow up with our solutions provider.

    Thanks for the feedback.

    ------------------------------
    Bill Blomker
    IT Director
    Crest Healthcare Supply
    Dassel, Minnesota
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: Complaints - Consumer Feedback

    TOP CONTRIBUTOR
    Posted Jul 01, 2020 12:55 PM
    You don't need a developers license if it is just tables/pages/reports, those designers are included in the base license of modern versions.  When you write code is when the developers license is required.

    ------------------------------
    Ben Baxter
    Consultant
    Accent Software, Inc.
    carmel IN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 7.  RE: Complaints - Consumer Feedback

    GOLD CONTRIBUTOR
    Posted Jul 01, 2020 01:27 PM
    Thanks Ben, we are on version 2016.   Is 2016 considered a modern version?

    ------------------------------
    Bill Blomker
    IT Director
    Crest Healthcare Supply
    Dassel, Minnesota
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 8.  RE: Complaints - Consumer Feedback

    TOP CONTRIBUTOR
    Posted Jul 01, 2020 01:37 PM
    Yes, NAV 2016 would include the Table Designer, Page Designer, and Report Designer modules on the base license.

    ------------------------------
    Ben Baxter
    Consultant
    Accent Software, Inc.
    carmel IN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 9.  RE: Complaints - Consumer Feedback

    TOP CONTRIBUTOR
    Posted Jul 01, 2020 01:49 PM
    I did some minor coding on the tables.

    ------------------------------
    Lewis Rosenberg
    IT Manager
    Mars Fishcare
    Chalfont PA
    www.apifishcare.com
    ------------------------------------------------------------------------
    BCUG/NAVUG All-Star
    BCUG/NAVUG Board of Advisors, Chairperson
    BCUG/NAVUG Programming Committee

    Twitter: @RosenbergL
    LinkedIn: https://www.linkedin.com/in/rosenbergl
    ------------------------------------------------------------------------

    NAVUG/D365BC-Community Summit: https://na.usergroupsummit.com/home
    October 6-9, 2020
    Nashville, TN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 10.  RE: Complaints - Consumer Feedback

    TOP CONTRIBUTOR
    Posted Jul 01, 2020 08:58 AM
    This would be a nice extension you could build connected to the Sales Return Orders in NAV/BC.  Depending on the level of detail you may want to link a table for the tracking of information.

    ------------------------------
    Ben Baxter
    Consultant
    Accent Software, Inc.
    carmel IN
    ------------------------------

    Academy - Online Interactive Learning from Experts


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