1. B2B complaint process and rules

2. 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

3. 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

4. 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

5. 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

6. 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