Automation for Customer Care System

Transcription

1 Automation for Customer Care System Rajnish Kumar #1, Thakur Avinash Nagendra #2 1, 2# Department of Computer Engineering Sir Visvesvaraya Institute of Technology, Nasik Abstract This paper entitled Automation for Customer Care System is total end to end solution for all types of companies which provide support to customer. In effect, we maintain a helpdesk database of all details like all queries, problems and solutions. Also it will maintain all the database of super user, corporate client and corporate user. We are attempting to improve our existing system that helps many end users when they know their problem after communicating. Customer Care System is very useful for the corporate clients who want their business to extend worldwide i.e., by keeping contact and good relation with the corporate users who buy their products. The corporate clients who buy Customer Care System for their business can know the various problems of their product which are coming from their users so that they improve their products to the user needs. Any user who knows a little about of the computer can handle Customer Care System. Keywords HD, CCS, CCU, CU I. INTRODUCTION Customer Care System is customer care management system. Customer Care System is called Help Desk System. It is so called as Help Desk System because it tries to solve all the HD (helpdesk) problems, which are coming from the users of Customer Care System. Customer Care System will take care of every request coming from their users and try to solve and produce the solution of the particular request. Customer Care System also will store the responses for the future use. Customer Care System contains six main members who play very important role in this Help Desk System. They include super user, level 1 administrator, level 2 administrator, level 3 administrator, corporate client user and corporate user (or enduser). Super user is the chief head of the organization that assigns first level, second level, and third level administrators. The super user is responsible for all the three level administrators including the corporate clients. The Super user is the sole person who is responsible for creating categories, modules and the support team. Super user creates new categories only if HD problems don t belong to those categories present in Customer Care System and similarly with the creation of modules. When the super user creates new categories and modules he will label these categories and modules as levels and appoint one administrator for each of them. When the super user gets the HD problem as request he can modify the request or can answer it by sending solution to the level3 or the support team who is responsible for messaging the response or the solution to the end-user (corporate user). Corporate client is the one who buys Customer Care System Product for his business purpose. He can create corporate users for his product. Corporate user is the one who has to register himself to the corporate client before he submits the HD problems to the super user and corporate user is the actual end-user of the product or service. Corporate user will register to the corporate client and corporate client sends all the registration details to the super user, and after the registration the end-user will submit the HD problems to the super user. When the super user gets the HD problems he will check the details of the end-user and send the responses to the support team who will message the responses to the corporate users. II. EXISTING SYSTEM This project mainly deals with automating the task of the Customer Care System (CCS) that helps many end-users to know the solutions for their request within no time. Customer Care System can be done manually but there may be problems that have to be faced so to overcome such problems. We need to automate the Help Desk System. ISSN: Page 1844

2 If the system is maintaining the list of all the details of corporate users and corporate clients, manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task. The updates for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quite difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties. III. PROPOSED SYSTEM Proposed system are those that are automated, so that it is easy to retrieve the responses from the system and updating the details once the response or services are provided to the endusers upon their request without any difficulty and saves time. IV. PROJECT MODULES Customer Care System [help desk system] is a customer care management system. The following are the modules related to Customer Care System [help desk system] are as follows: 1. User Module 2. Super User Module 3. Administration Module 4.1 User Module In this module user can register themselves to the Customer Care System if they are new users, otherwise they can login directly and can then post their queries to Customer Care System. First user has to register with corporate client. In order to send request the end-user has to login and the login details are stored in the database maintained by Customer Care System. Database checks the details of the user, if he is valid then allows the user to access the help desk system. Corporate Client User: A Corporate Client User (CCU) is one who buys customer care products. He can create corporate users for his product and related field. Corporate User: A Corporate User (CU) is one who the one who registers himself with the corporate client and who is the actual enduser of the product or service. 4.2 Super User Module In this module Super user is the chief head of the Organization who assigns 1 st level and 3 rd level administrators. The super user is responsible for all the three levels administrators including the corporate clients. The super user is the sole person who is responsible for creating categories, modules and support team. Super User will take all the registration details of the Corporate Users so as to check with the queries which in turn consist of the query and also the user id. Super user has the right to remove any level or add any level and also responsible for creating modules and categories. 4.3 Administration Module Depending upon categories and modules created by super user the three levels are allotted. They are three types of administrator: Level 1 Administrator: Level 1 Administrator: the first level administrator is the one who can add HD problems to a category created by the super user. Level 2 Administrator: The second level administrator is the one who can add HD problems to the modules. Level 3 Administrator: The third level administrator is a member of the support team who provides services to the corporate clients and corporate users. V. PRODUCT FEATURES Following are the product features: 5.1 Create and maintain levels: This feature enables super user to create and maintain the level 1 administrator, level 2 administrator and level 3 administrator. 5.2 Create and maintain categories: ISSN: Page 1845

3 This feature can create the categories as well as maintain the categories. There are so many categories such as queries, problems, solutions so we can maintains such type of categories by using this feature. 5.3 Create and maintain administrators: By this feature, we can create and maintain administrators such as updating information related to address, telephone number and etc. 5.4 Create sub category: If we needed then we can create sub category for our problems and solution purpose. 5.5 Create support team: In the company, it is needed to a separate support team for different product. Suppose in a computer manufacturer company, it may be needed different support team for service, product, warranty and exchange so this feature give that type of facility. 5.6 Assign 1 st level administrator to a category: This feature assign the 1 st level administrator to a category. 5.7 Assign 2 nd level administrator to a sub category: 2 nd level administrator can be assigned to a sub category. Suppose there is service category and technical support, data recovery are the sub categories then this feature can be used to assign 2 nd level administrator to their sub categories. 5.8 Assign 3 rd level administrator to a support team: And 3 rd level administrator can be assigned to a support team leading as their team. 5.9 Create corporate client: This feature create the corporate clients Activate or deactivate all customer help desk members: Sometimes we need to activate or deactivate the help desk member because of public holiday or any reason. In that case, this feature can be used Check for HD problem submissions: As this project is automated so it automatically check the helpdesk problem submitted or not Check solutions in repository: It automatically check solutions in repository regarding their problems so no need to interact customer with help desk member. VI. FUNCTIONAL REQUIREMENTS This project having following functional requirements: 1. Providing username and password. 2. Accessing different categories. 3. Message menu. 4. Support team for providing support to customer. 5. From HD Problem list, we can explore the problem and easily solutions can be given. 6. Profile menu for all modules such as super user module, administration level user and corporate user. VII. NON FUNCTIONAL REQUIREMENTS 7.1 Performance Requirements: The proposed system that we are going to develop will be used as the major performance system for providing help to the customer related to their problems. Therefore, it is expected that the database would perform functionally all the requirements that are specified. 1. The system should be easy to handle. 2. System should give expected performance results. 3. The response time should be small. 7.2 Security Requirements: 1. We are going to develop a secured database. There are different categories of users namely Administrator, Restricted users who will be viewing either all or some specific information from the database. 2. Depending upon the category of user the access rights are decided. It means if the user is an administrator then he can be able to modify the data, append etc. All other users only have the rights to retrieve the information about database. 7.3 Safety Requirements: The database may get crashed at any certain time due to virus or operating system failure. Therefore, it is required to take the database backup 7.4 Software Quality Attributes: 1. The application is easy to interact and communicate with user. 2. This application provides better user interface for ease of working. ISSN: Page 1846

4 VIII. EXTERNAL INTERFACE REQUIREMENTS 9.2 Change Password Page 8.1 User Interface: Customer Care System is purely user friendly. Following screens will be provided: 1. A login screen for entering the username and password, so that the authorized user can have an access without any problems. 2. There will be a screen which will be displaying the major tasks that the system will be performing i.e. categories, messages, support team, HD problem list. 3. Different categories are available to serve customer. 4. Customer can send their problem which will come under HD Problem Desk. 5. Held Desk Member will see that problem and can give response by composing a message hence view problem and post problem is present for this purpose. 6. All the major tasks mentioned above will have their separate forms and will perform the desired actions. Fig. 9.2 Change Password Page 9.3 Query Form Page 8.2 Software Interface 1. Operating System : Windows XP or Higher Version 2. Programming Language: Java 3. Database: Oracle 10g 4. IDE: My Eclipse Web Applications: Jdbc, Servlet and Jsp. 6. Server Deployment: Tomcat 5.x 8.3 Hardware Interface 1. Intel Pentium IV or Higher processor GHz 3. 1 GB of RAM 9.1 Login Page IX. SOME SNAPSHOTS Fig. 9.3 Query Form Page 9.4 HD Problem Desk Page Fig. 9.1 Login Page Fig. 9.4 HD Problem Desk Page ISSN: Page 1847

5 9.5 Composing Message Page modules or adding new modules. One important development that can be added to the project in future is automatic solution providing to the customer related to their problem. Others are adding the module Frequently Asked Questions, online support. Fig. 9.5 Composing Message Page 9.6 Message Confirmation Page XIII. CONCLUSIONS The result of the Customer Care System is that it supports many corporate clients and the individual users or the endusers with unique interface, through which the HD problems are solved within given time and it shows efficiency in the internal messaging system and results in accurate task scheduling system and this Customer Care System can be run with the minimal administration. ACKNOWLEDGMENT We would like to thank Prof. S. M. Rokade, Head of Computer Engineering Department, Sir Visvesvaraya Institute of Technology, Nasik and our project guide Mr. Venkatesh, Software Engineer at 360digrii, Hyderabad,, for his valuable guidance and support. REFERENCES [1] PL/SQL Programming by Scott Urman [2] SQL- The Complete Reference by Livion [3] Java Script Programming by Yehuda Shiran [4] JAVA2 Networking by Pistoria [5] JAVA Security by Scotl oaks [6] J2EE Professional by Shadab Siddiqui [7] JAVA server pages by Larne Pekowsley [8] JAVA Server pages by Nick Todd Fig. 9.6 Message Confirmation Page X. ADVANTAGES OF PROPOSED SYSTEM 1. We don t need to interact with customer. 2. Saves time. 3. Easy to Implement. 4. Can be easily maintain. XI. APPLICATIONS In Following Area, this project can be used: 1. In all types of companies. 2. In all colleges. 3. Mobile Sector. XII. FUTURE ENHANCEMENTS The project has covered almost all the requirements. Further requirements and improvements can easily be done since the coding is mainly structured or modular in nature. Improvements can be appended by changing the existing ISSN: Page 1848