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Scenario for Capturing and Escalating Adverse Events and Complaints

This scenario is an example workflow performed by the Siebel administrator and a call center agent. Your company may follow a different workflow according to its business requirements.

This workflow is designed to illustrate the functionality of Siebel AECM.

Introduction

A medical manufacturing company makes capital equipment for use in hospitals. The company has recently released a new blood analyzer system. The company manufactures both the instrument and the consumables.

The Siebel Administrator

In preparation for the new blood analyzer being released on the market, the Siebel administrator performs a number of preparatory administration tasks so that the product and all necessary codes and lot numbers are set up in the Siebel application. In case the company has to file a 3500A report, the administrator refers to the MedWatch coding manual and sets up appropriate codes for event problems and evaluation.

The Siebel administrator also sets up the activity templates used by the call center agents to create activity plans for handling customer complaints. The Siebel administrator needs to have all these ready before the call center agents begin to receive calls about the product.

When troubleshooting and problem resolution information becomes available for the new blood analyzer, the Siebel administrator creates solution records that contain this troubleshooting information.

The Call Center Agent

A call center agent takes a customer call about a failing blood analyzer system.

In addressing the customer's complaint, the call center agent does the following:

• Enters a service request, recording details about the product and the failure.
• Works with the customer to troubleshoot the problem, searching the solution database for possible solutions. In this case, he finds a solution document about running a diagnostic test. The test does not resolve the problem, but it does indicate the repair that is needed.
• Creates an activity plan—a list of predefined activities—to dispatch a service engineer to the customer site.
• Dispatches a service engineer to make a repair to the analyzer.
• Sets up an RMA (return materials authorization) to return the cartridge and reagents that were in use when the analyzer failed.
• Reviews the report of the work done by the field engineer.

The call center agent has been trained to identify calls as potential complaints. He recognizes that this customer's problem needs to be escalated as a product issue. Before escalating, he reviews the information entered in the service request, making sure that the service request is classified correctly, for example, with accurate types and codes. When the call center agent creates the product issue from the service request record, the appropriate data gets transferred from the service request to the product issue record.