business blueprint on complaints handling.

Dear Experts,

for my client( paint making company) i need to design a blue print regarding complaints handling. the complaints coming from end consumers need to be addressed by SAP CRM. can anybody have any relevant document or similar kind of BBP.

please send me some relevant docs or Blue prints. your timely help will be appreciated. My mail id is sasmita.beura@gmail.com.

Regards,

Sasmita