B2B complaint process and rules

SDI Super-market Customer app Customer service EPM BCM Customer Feedback Customer Feedback Customer Complaint Request For Complaint Handling Sunny day scenario – a customer’s complaint is handled on time Complaint Resolved Complaint Handling timeout Complaint handling Timeout A delayed scenario – a request to handle customer’s complaint is timed out

External and Internal Messages Queue Producer Consumer CustomerFeedback Customer service, Consumer mobile app SDI B2BCustomerFeedback eu.fispace.epm.inbox EPM B2BCustomerComplaint eu.fispace.bcm.inbox BCM B2BRequestForComplaintHandling eu.fispace.sdi.inbox EPM&SDI ComplaintResolved Customer Service B2BComplaintResolved EPM & BCM B2BComplaintHandlingTimeout SDI & BCM ComplaintHandlingTimeout Super Market

Send “Request for Complaint Handling” GSM Model BE: Compliant Handling Customer Complaint Complaint Recieved Pending Complaint Resolved resolved Send “Request for Complaint Handling” Complaint Handling Timeout Delayed

Rule 1: Detect Customer complaint Rule name Customer Complaint Rule (informal definition) Whenever a customer's feedback is lower then 6, derive a complaint Rule definition B2BCustomerFeedback.rate <6 Operator Sequence Participating events B2BCustomerFeedback Derived events B2BCustomerComplaint Notification consumer BCM

Rule 2: Complaint handling Timeout Rule name Complaint Handling timeout Rule (informal definition) A request to handle a complaint was not handled within 5 days Rule definition Absences of B2BComplaintHandled within complaint-Handling time window Time window boundaries Start: Request For handling Request End: 5 days Participating events RequestTohandleComplaint, ComaplintHandled (tested to be absent) Derived events B2BComplainyHandlingTimeout Notification consumer BCM, Supermarket