CRM Data Lookup & SAP Order Search Guide

Introduction

This guide provides Abbott Medical team members with step-by-step instructions to efficiently perform CRM data lookups within Zendesk and search for order details using SAP. Accurate data retrieval ensures seamless customer service and supports our commitment to innovation and patient care.

Process description

The CRM Data Lookup and SAP Order Search process involves accessing customer profiles, verifying and updating account information in Zendesk, and retrieving order details in SAP using appropriate transaction codes. This process is critical for resolving customer inquiries related to order status, account verification, and support.

Prerequisites

Ensure you have authorized access to Zendesk and SAP systems, appropriate user credentials, and familiarity with company data privacy policies before proceeding.

Gathering materials/resources

Prepare necessary information such as the customer's name, customer ID, order number, or product code to support an efficient search process.

Step-by-step instructions

1. Log in to Zendesk and navigate to the customer support dashboard.
2. Access the customer profile by searching for the customer name, customer ID, or email address.
3. Verify contact details and account information to ensure accuracy.
4. If updates are necessary, make changes following the company’s data privacy and security guidelines.
5. Open the SAP system and log in using your credentials.
6. Use transaction codes relevant for order searches, such as VA03 (Display Sales Order) or ME23N (Display Purchase Order).
7. Enter the order number, customer ID, or product code to locate specific order details.
8. Review the order details carefully including status, delivery dates, and billing information.
9. Document or note any pertinent information required to respond to the customer inquiry.
10. Close SAP and proceed with the appropriate customer follow-up in Zendesk.

Tips and best practices

• Always confirm customer identity and authorization before accessing or updating sensitive data.
• Keep records up to date to facilitate efficient future lookups and maintain data integrity.
• Use standardized notes in Zendesk to document actions taken during the lookup and any updates made.
• If you encounter system issues or access problems, contact your IT support team promptly.

Next steps

After completing the data lookup and order search, proceed with addressing the customer’s inquiry or issue, ensuring that all communications adhere to Abbott Medical’s professional and compassionate service standards.

Additional information

For further details on SAP transaction codes or Zendesk functionalities, refer to the internal training materials or contact your supervisor. Always stay updated on data privacy policies to ensure compliance.

Disclaimer

This guide serves as a reference for authorized Abbott Medical personnel. Users should exercise discretion and consult with supervisors or data protection officers regarding sensitive or complex cases.