Case Study - Online Support Site
Application: Online Support System
Industry: Information Technology
Aim: To design a web application to provide an online support system to customers of a hardware AMC firm
Background: Our client, seller of computer hardware to leading IT companies approached us with the need of an effective Customer Relationship Management solution rendwith specific focus on their increasing need for a trackable customer support system. A feature rich online Support System was needed to help them manage their customers' request with greater efficiency and accuracy. They also wanted to can standard responses to cut down on man-hours taken in responding to standard queries.
Objectives: The primary goal for our development team was to design a website that would help our client to give better service to their customers and solve their issues online itself. The system analysis process led to the realization of the following objectives:
Design an advanced OSS with wide range of features
Interactive admin interface
Knowledgebase for client area
Ability to can and re-use responses
Fully customized design with easy implementation
Solution: We designed a feature packed online support system for the client enabling them to provide the highest level of customer service and support. The system is integrated with a highly effective ticket management module. Users can create tickets via web interface or direct email submission on the system and the tickets are automatically assigned to the appropriate level of technician thtrough an intelligent filtering system. Individual technicians can only see the tickets assigned to them.
The system we designed allows the client to log in with the registered ID into the system. If the ID is not registered the user has to either get his/her ID registered or he/she can send a mail through an already registered ID. The user can sort the tickets through 'Ticket sorting and filtering' option available on the navigation bar. The design of the module also lets the user to send attachments.
The custom Online Support System also offers an option to set different access rights for users at their customers' organizations. The main point of contact at their customer's end can specify different users in their company and request specific privileges for them. This as well as creating new user groups can be handled using the Admin Module.
All the replies by the technical support staff are date, time & location stamped.
Technical Background:
PHP and MySql on the server-side
HTML and Javascript on the client-side
Features: Some of the features enjoyed by different types of users are given below:
Admin/Tech
- Easy to use admin interface
- Facility to manage Departments/ Functional areas
- Facility to manage Technicians
- Assign Tech’s to departments
- Technicians can only see the tickets assigned to them.
- Search for ticket by ticket ID number, by customer name or keyword
- View Archive of old & closed tickets
- Facility to tech to add comments about customer ticket or customer
- Facility to tech to update the status of ticket (Need more, Open, Closed, In progress)
- Emails are sent to customer for every update of ticket
Customer
- Easy to use customer interface
- Keep track of the progress of open tickets at all times
- Answered tickets are stored for easy reference in the future
- View their open and closed tickets
- Can modify an open ticket at anytime
- Can update their support account information
- Rate the responses provided to them on speed and relevance
