Enterprise: ERP, CRM and SAP · Enterprise scenario · Proposed architecture
From quality complaint to batch tracing (Complaint-to-Resolution)
A customer complaint is linked to the order, product and batch, the same batch is investigated across four sources in parallel, a quality specialist decides, a stock block is written after an authorized person approves it, and an approved reply goes to the customer.
Who it is for: Food and industrial product manufacturers and distributors
Systems: CRM / helpdesk, SAP quality management, SAP sales and warehouse data, Integration platform
Problem
The complaint is in the CRM, the batch and stock in the ERP, and quality inspection records are kept separately. Other complaints about the same batch and quantities shipped to other customers are not visible in time, and stock blocking is delayed.
How it works today
Customer service forwards the complaint to the quality department by email. The batch number is read from a photo by hand, and stock on hand and deliveries are asked about separately. Blocking and credit decisions are made over email, and the reply reaches the customer late.
What this scenario changes
The process starts when the complaint is logged in the CRM. AI structures the information from the text and photo, the order and batch are found in the ERP, and safety rules are checked. Four investigations run in parallel and AI summarizes the results. A quality specialist decides, the stock block is sent to SAP with an idempotent write after approval, and the resolution and corrective actions are recorded.
The integration method is chosen based on the SAP version and the available interfaces.
Process stages
- Complaint intake: Collect the complaint, photo and product data in one record. Result: Structured complaint: product, problem, batch clue
- Order and batch: Link the complaint to a specific order, product and batch. Result: Sales Order and batch linked to the complaint
- Safety and urgency: Spot a potential safety risk early. Result: Risk category and urgent escalation when needed
- Parallel investigation: Check four sources for the batch at the same time. Result: Other complaints, stock, deliveries and quality records
- Quality decision: Determine whether the complaint is valid. Result: The specialist’s documented decision. Approval: Quality specialist
- Stock blocking: Block suspect stock with an authorized decision. Result: Quality notification and batch block in SAP. Approval: Head of quality
- Resolution: Carry out the return, replacement or credit memo path. Result: Return record and credit memo, or a replacement shipment
- Corrective action and reply: Remove the cause and reply to the customer. Result: Assigned corrective actions and a closed complaint
Participants
- Customer
- CRM / helpdesk
- Integration layer
- ERP / SAP
- Quality specialist
- Head of quality
- Customer service
The role of AI
Structures product, problem type and batch clues from the complaint text and photo, and summarizes the results of the four investigation sources for the specialist. It does not decide whether the complaint is valid, on blocking or on a recall.
Rule-based automation
Order and batch matching, safety rules and parallel queries run on approved rules. The quality notification, stock block and credit memo are written exactly once with an operation ID, and on a timeout the target system is checked first.
Human approval and exceptions
A quality specialist decides whether the complaint is valid. An authorized head of quality approves the stock block. The recall decision stays with the authorized team. The specialist clarifies conflicting records, and when the retry limit is reached an integration operator handles recovery.
Frequently asked questions
Do you have a ready-made integration with SAP quality management?
This page shows the proposed architecture and a synthetic demo. The integration method is chosen in the project based on the SAP version, active modules and available interfaces.
Does AI make the recall or blocking decision?
No. AI structures the complaint and summarizes the investigation sources. The specialist decides whether the complaint is valid, the head of quality decides on the stock block, and the authorized team decides on a recall.
If SAP does not respond, can the batch be blocked twice?
Every write has an operation ID. On a timeout the process first looks for the notification in SAP and does not create a new one if it is found. This is not a guarantee across all systems, so the reconciliation step is kept.