Situation and Requirement:

The requirement is specifically for the Customer Service Department. Traditionally after sales support was directly handled by customer service centers spread all over Country. There was difficulty in tracking customer complaints as the entire system was handled manually via phones and papers. Also lots of performance point units remained unknown such as performance of the service centers, top products, top defects, complaint trends, complaint reports (for line managers/sr managers and GM). To overcome this – there was a requirement to handle complaints by introducing a centralized call center. Basically the call center would take customer phone calls, assign complaints to a particular service center intelligently and sync data to the corresponding service centers via Head Office. For successful implementation there was a need to develop distributed application for the call center as well as service center which would also integrate with the their ERP which is a legacy application. Also a powerful middlewar at the head office would handle the sync process via reverse proxy (to make the system fool proof)

Solution :

We were majorly responsible for the technical and business aspect of the project. We have took requirement, develop the software, lias with client / user, do design adjustments, test the software, train the user, maintain or extend the software, fix bugs, handle remote support, assure the proper working of the software, implement ACD with the software, prepare BI reports interface for the head office, automate daily reports, emailing etc. We developed an entire series of softwares to successfully implement this enterprise application. This software is a fully distributed application which supports offline entries.