CRM Application

Business Requirements

The client is a leading computer hardware/ software service provider in US. He provides on call service for various computer related problems. The client needed a conglomerate of sites that would take care of CRM related work in all the businesses that he owned. This included workforce management, billing, service ticket, chat server etc. The application development and deployment required large scale and in an depth business consulting exercise to understand the client business better.

Solution

iSummation Technologies provide a Customer relation management (CRM) solution for all the web sites the client owned. The CRM solution helped the client handle service call and employees through the web. With the help of extensive business consulting we understood the client business process in minute details. Using this information gathered by the consultants, an application was prototyped and developed.

The solution was developed as 3 separate application modules that work together for customer support.

The first application caters to online tech support. We created an HTTP chat server (no threading) where the technicians log into the application and answer the service call as per their availability. The application checks on the availability of each technician and accordingly allocates the service calls. The duration of service call of each technician is recorded and a billing statement is created. Also an entry is made in the technician time sheet. Each technician has an access to knowledge base where he can check for the answers to frequently asked questions. The application allows multiple logins and uses java chat applets. The client can login as an administrator and see all technician records and service records. He can generate billing invoices and view employee time sheets. Employee pay checks are also automatically generated. Three kinds of logins are available in the application namely administrators, supervisors and technicians.
The next application caters to on call technicians who provided computer forensic data recovery. A ticket generation system is used to keep a track of all service calls and allot technicians to them. Whenever a service call is made a ticket is generated, a technician is allocated to the service call. Once the service call is attended to, the ticket is closed and all billing information is generated. The technician salary statement is also generated through the service time recorded in the service ticket.
The third application was similar to the forensic data recovery service. Here too tickets are generated to track the technicians. This site handled on call technicians for networking and data backup service calls.
All these CRM web applications were developed in ColdFusion
 
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