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Register an improvement suggestion or a customer complaint

Improvement suggestions and customer complaints are registered in standard document modules that your company has set up for them, for example a module for improvement suggestions and one for customer complaints or customer satisfaction; the module names are your company’s own. You register one like any other document: open the module, click New followed by the module name, fill in the first section and send it to the person who handles it. They accept it or reject it back to you, decide what to do, create actions for the work, and approve it so that it is published; you get an e-mail when it is published. Where a step is set up for it, the form can also be sent to a customer or supplier outside ABMS, who fills it in from a link without logging in.

Before you start

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  • You need the Create right on the module’s row to register, and the Read right to open the module’s documents. Your user administrator sets these; see The Users page and the rights table. If you cannot find the module, your company may not have it, or you may lack the right; ask your user administrator.
  • Sending a form to someone outside ABMS works only on steps that are set up for it in the module’s workflow; to have a step set up for it, your company contacts Antenor support (see Get help from Antenor support).
  • To create actions, you need access to the Action Manager; see Create an action and send it to someone.

Steps

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1. Register the suggestion or complaint. In the left menu, open the module and click New followed by the module name, or click New document on the dashboard and choose the module. Type a title in “Enter title here”, fill in the fields of the first section (fields marked * are Required), and add files or photos if you have any. See Fill in the fields of a document and Add attachments to a document.

2. Send it to the person who handles it. Click the paper-plane button (Send for approval), choose the receiver in the Send or approve dialog, optionally write a Message, and click Send. See Create a document and send it for approval.

3. Handle it. The receiver opens it from the e-mail or from Documents awaiting your approval on the dashboard, takes over the step with the green button, and fills in their section. If it is incomplete or should go to someone else, they reject it back with the red button and a message. See Approve or reject a document you received.

4. Ask the customer or supplier. If the step is set up for it, click Send externally, enter the e-mail address, a subject and a message, and click Send. The person gets a link to the form, valid for 14 days, and returns it to you when it is filled in, unless the module is set up to publish the document as soon as the form is returned. From the first step you can send to several addresses at once; each person then fills in their own copy. See Send a document to someone outside ABMS. If the link expires before the form comes back, see A document is not moving: find out who must act.

5. Follow up with actions. For work that has to be done, click the flag (Create new action) in edit mode, fill in Title:, Due date and Responsible, and click Send. See Create an action and send it to someone.

6. Close it. Send the document on to the next step, or approve the last section with the green check (Approve). It is published when the last step is approved and every linked action is closed.

What you should see

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The document’s status in lists follows its steps, using the status names your company has set for the module’s sections; see Workflow steps, statuses, receivers and notifications. When it is published, the person who registered it gets an e-mail, unless they published it themselves, and so does everyone who follows the document. On a document sent outside ABMS, the External view shows each receiver with the status Waiting for response, Responded or No response (Expired). The module’s reports list all suggestions or complaints with their status; see Find and read a standard report.

Good to know

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  • Your company’s module. Module names, fields, sections, statuses and receivers are your company’s own setup, so a suggestion or complaint form may look quite different from company to company.
  • A button is missing. If you do not see Send externally, forwarding or Observation, the step is not set up for it. Ask your user administrator; changes to the module’s workflow go through Antenor support (see Get help from Antenor support).
  • Language for people outside ABMS. The person who gets the link can switch the form between English and Norwegian; write your subject and message in their language. See Choose the language for people outside ABMS.
  • Keep track of your own. Follow the document to get an e-mail each time it is published; see Follow a document.
  • Counting them. A KPI scorecard can count the module’s documents per month, by status or by a category; see Build a useful KPI scorecard.

Next step

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