Customer Support Portal

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. CSEs 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.

1. INTRODUCTION
The customer support service operation is an application
that has been developed for a distribution company, which deals with
electronic testing and measurement equipment. The distribution
company represents more than 100 different principal organizations in
India and abroad. Some of the products, which are dealt, may require
Installation and support, and some products may need after sales
service. The distribution company has a majority of items that require
installation support and periodic customer support. The different
products that become part of the business process are Process control
Material testing, Electronic components testing, Heat sensing etc
equipments. The products are categorized as main line products and
spares. The spares may be associated with more than one maintain
product .The actual application initiates itself with installation of the
product, each installation is treated as unique component under the
database. The client for any further interaction or support services
refers this installation number. After every installation an installation
report has to be generated. The complaints are lodged with customer
support division, and the complaints are assigned to a customer
support executive. The complaint form should record the brief
description of the problem, date, and time and client contact person
name. Each time the CSE visits the client site and leaves in response to
a complaint, a service report form is filled. The client representative
should certify the problems that are solved. A service call may require
a spare; in such cases the CSE should fill up a spare request form,
quoting the installation number and the details of the required spares.

The spares are changed as per the warranty standards that are
provided by the company from product or product, which needs to be
specifically cross checked at the time of providing the service.
The project has been planned to be having the view of
distributed architecture, with centralized storage of the database. The
application for the storage of the data has been planned. Using the
constructs of MS-SQLServer2000 and all the user interfaces has been
designed using the ASP.Net technologies. The database connectivity is
planned using the SQL Connection methodology. The standards of
security and data protective mechanism have been given a big choice
for proper usage. The application takes care of

different modules and their associated reports, which are produced as

per the applicable strategies and standards that are put forwarded by
the administrative staff.

1.1Objective of the system:

There is an opportunity to retain the customers by providing
efficient, effective and reliable services to them.
Provide the services to the customers in short period of time.
The development of the new process tries to automate the entire
process, keeping in view of the database integration approach.

1.2 Justification and need for the 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.

1. The administrators have great accessibility in collecting the

consistent information that is very much necessary for the

system to exist and coordinate.
2.

The system at any point of time can provide the different

organizations

with

which

the

business

process

has

been

established.
3. The system in a flash of a second can provide all the different

products and equipments it is marketing for its existence.

4. 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.
5. 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.
6. The system while its operation can keep track of the product

sales along with the history of customers upon whom the sale in
executed.

7. The system can help the CSEs by providing the product

installation information, which is very critical whenever the

service schedule arises.
8. The system can keep its customers with absent satisfaction upon

the product complaints and, which can be scheduled upon to the

respective CSEs in a proper organized manner.
9. The system can provide the organizational administration with

the information about the service reports that have been

generated by the CSEs as and when they visit the customer for
a scheduled complaint.

10. 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 CSEs in preparing
the service charges and spares charges as per the organizational
standard.

1.3 Advantages of new 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.

1.4 Previous system and how they are used:

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. 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.

2.1 Hardware and Software Requirements

Hardware Requirements:
RAM

: 256 MB.

Processor

: P-IV Processor.

Hard Disk

: 20 GB

Software Requirements:
Operating system: Microsoft windows XP professional.
Software

: Visual C#.NET, ASP.NET.

Database

: SQL server2005.

Web browser

: Internet Explorer 6.0