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Siebel Life Sciences Guide > Capturing Adverse Events and Complaints > Scenario for Capturing and Escalating Adverse Events and ComplaintsThis scenario is an example workflow performed by the Siebel administrator and a call center agent. Your company might follow a different workflow according to its business requirements. This workflow is designed to illustrate the functionality of Siebel AECM. IntroductionA 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 AdministratorIn 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 Business 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 AgentA 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:
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 is transferred from the service request to the product issue record. |
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