Online Customer Support Services System
Online Customer Support Services System
ABSTRACT:
MNZ is a distribution company dealing in electronic testing and measurement equipment. Every time a customer calls into log in a problem with respect to one of the product purchased from MNZ, there is an opportunity to retain that customer forever providing fast, responsive and effective customer support. MNZ deals with different types of products such as process control, material testing and heat sensing.
The starting cycle for customer support is installation. When a product is installed it gets a installation ID. With this the client would interact with MNZ. When client calls the customer support division to register a complaint they quote their ID. Then this call is assigned any CSE who is available in the office, if not the call is assigned to nearest CSE with I the client location. CSE’s are expected to provide the customer support within a period of time.
If for a specific service call, spare parts are required then CSE will go to MNZ stores and fill in the spare request form. This form will quote the installation number with client/site and product details and specify the part number for the specific spares of the product. If the product is under warranty, then spares are supplied without charging anything extra.
EXISTING SYSTEM:
Before invention of this system all the process is done through manual by the people. The sales people identify the customers and negotiate them with specific product and sell the product. The administrator initiates the CSE for the product installation and record the information in ledgers. For the installation he checks for the nearest CSE. All this process is done manually. The administrator collects the service report from the respective CSE for future reference. Whenever the customer raises the call, the administrator picks up the details from ledger and checks for the staff availability, and provides the complaint schedule along with customer information. The CSE check for the warranty period of the product, supply the spares and finally report will be generated with manual operation.
DISADVANTAGES OF EXISTING SYSTEM:
Generally, this process always needs some extra time and also becomes burden to the administrator. If it is handling through web, this process can be completed with in no time.
PROPOSED SYSTEM:
The development of the new system contains the following activities, which try to automate the entire process keeping in view of the database integration approach.
- The administrators have great accessibility in collecting the consistent information that is very much necessary for the system to exist and coordinate.
- The system at any point of time can provide the different organizations with which the business process has been established.
- The system in a flash of a second can provide all the different products and equipments it is marketing for its existence.
- The system can provide the integrated relation among the products, their equipment type and the product requirement standards as per the association, along with product category and classification.
- The system can store and retrieve the employees’ information at any point of time and can be used as a cross reference by the complaints scheduling staff when the need for a CSE arises.
- The system while its operation can keep track of the product sales along with the history of customers upon whom the sale in executed.
- The system can help the CSE’s by providing the product installation information, which is very critical whenever the service schedule arises.
- The system can keep its customers with absent satisfaction upon the product complaints and, which can be scheduled upon to the respective CSE’s in a proper organized manner.
- The system can provide the organizational administration with the information about the service reports that have been generated by the CSE’s as and when they visit the customer for a scheduled complaint.
- The system can provide the actual information of the maintenance contractor that have been signed by the customers from time to time, such that it can guide the CSE’s in preparing the service charges and spares charges as per the organizational standard.
ADVANTAGES OF PROPOSED SYSTEM:
- The previous system has a major problem in finding the product support and service activities that are undertaken by the employees.
- Provide the efficient, effective and reliable services to customers.
- It performs the troubleshooting activities in shorter period of time.
SYSTEM REQUIREMENTS:
HARDWARE REQUIREMENTS:
- System : Pentium Dual Core.
- Hard Disk : 120 GB.
- Monitor : 15’’ LED
- Input Devices : Keyboard, Mouse
- Ram : 1 GB.
SOFTWARE REQUIREMENTS:
- Operating system : Windows 7.
- Coding Language : NET,C#.NET
- Tool : Visual Studio 2008
- Database : SQL SERVER 2005
