24-03-2010, 08:22 PM
Title of the project :Customer Service Desk
Objective/Vision
An online comprehensive customer care solution to manage customer interaction and complaints with the service providers by phone, mobile, web and e-mail. The system should have capability to integrate with any service provider from any domain or industry like banking, telecom, railways etc.
User of the System
A. Customers
B. Service providers(Service providers from any sector like banking, telecom, railways etc)
C. Administrators/Managers
Functional Requirements
i. Tracking all customer interactions with voice recording facility wherever applicable
ii. Tracking customer complaints “ Ticket create, edit facilities by customer or service provider
iii. Online ticket status enquiry, ticket escalation and ticket contest facilities for the customers and facility to view last N interactions/tickets
iv. Feedback system for customers on customer interactions, complaints and resolutions and on any new requirements that might be helpful to the service provider/customer
v. Comprehensive reports on interactions, complaints and resolutions, feedback with suitable graphs.
vi. Admin facilities to add/view/edit different types of interactions/complaints
vii. Evaluation of the feedback on service provider and/or new requirements to improve the service between the customer and the service provider
viii. Online help, context sensitive, Online Demo
ix. Help manual download and report download facilities
Non-Functional Requirements
i. Secure access of confidential data (userâ„¢s details). SSL can be used.
ii. High Availability
iii. Better component design to get better performance at peak time
iv. Flexible service based architecture will be highly desirable for future extension
Optional Features
a. Customizable color scheme or skins
b. Java based client app for admin that can help admin with load analysis and problem resolution performance
c. SMS based ticket status enquiry & reporting
User Interface Priorities
A. Professional look and feel
B. Use of AJAX wherever applicable
C. Use of Graphical tool like JASPER to show strategic data to admin
D. Reports exportable in .XLS, .PDF or any other desirable format.
