Customer

Service
Management
Solution
- A Case Study

RADIXWEB
 Case Study – Customer Service Management Software

Table of Contents

The Client 3
Requirements 3
Radix Approach 4
The Solution 4
Star Features 6
Technologies Employed 7
The Wrap Up 7
About Radix 8

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 Case Study – Customer Service Management Software

The Client

It’s the era of consumerism. The modern day customers are empowered
with the most powerful tool of our times – choice. They have ‘n’ number of
choices today when it comes to products and services. This has resulted in
wavering customer loyalty and higher brand switchover. The ace in such a
dicey situation is your ability to serve your customers and keep them happy.
Customer service becomes that much more important in service industry.
Our client who is a player of the service industry of US faced this dilemma
wherein he wanted to serve his customers in an expedited manner. Doing
this in a traditional manner was proving to be difficult for the client. Thus, he
decided to take technology’s help in this regard.

Requirements

The client had a very vague idea of a system that would help him expedite
his customer service processes. He had envisioned the end goal of the
system as enhanced customer service management. But he was ambiguous
as to what the system should entail in terms of functionalities. Thus, Radix
team decided to take up a detailed requirement gathering session with the
client to identify and define the client requirements. What we identified
through this session was as follows:

 The fundamental client requirement was that the system had to be

developed within a short timeframe and strict budgetary constraints.
 The system should preserve service request for a very extensive
customer base.
 Once a service request is logged into the system and preserved a
customer service agent should be intimidated about it through a
popup.
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 Case Study – Customer Service Management Software

 Once an agent receives the service request he should have

the option of either reassigning the request or closing it by taking it
up.
 The system should facilitate creating, assigning, reassigning and
closing of service requests.
 The system should support cross location function to allow agents to
inform their colleagues or top management about their inability to take
up a service request.
 The system should maintain information about unattended service
requests.
 The system should clearly define customer name and related details in
the database record.

Radix Approach

At Radix, we have always believed in providing end-to-end development

services to our clients. This includes analysis and technical consultancy. In
this case, we followed the same approach and sat down with the client in
elongated discussions on his service processes, the hierarchy of these
processes and how they are supposed to be handled. Based on these
discussions we mapped out the system requirements for the client. This
exercise determined our future development efforts.

The Solution

As always, the detailed approach that we adopted paid off well when we
were able to develop a solution that met all the client’s business

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 Case Study – Customer Service Management Software

requirements and added to his bottom-line. Our solution featured

the following:

 As fundamentally demanded we developed the entire system within

stipulated timeframe and budgetary limitations.
 The solution classifies the users of the system into different roles like
customers, visitors, agents, admi.
 The admin of the solution can create new roles based on predefined
privileges.
 The admin has the capability to create, change, delete, or view any
user role defined in the system.
 The solution has a popup system that informs the agents about every
new service request.
 The solution has a cross location functionality to facilitate assignment
and reassignment of service requests to user agents.
 The solution runs a single step service request workflow and tracks
every request through its lifecycle.
 Once attended, the agents can mark these requests as closed in the
system. If these requests are handed over to some other agents, then
they can be marked as reassigned.
 If the service request is not attended within a predefined time, then
the system informs the management about the pending status.
 The solution calculates the wait time and service time for every
individual request based on predefined parameters.
 The solution also features database independent architecture, role-
based access and implementation, and multi level reassignment.
 The solution supports graphical dashboard visualizing the current
available employees and their assigned visitors with status updates.
 The solution captures customer name and related details in the
database at the backend.

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 Case Study – Customer Service Management Software

 The solution allows the admin to covert various reports in

RDLC format for detailed analysis.
 The solution is capable of being deployed at more than one location at
the same time. Currently, the client has already deployed the solution
at more than 25 different locations.

Star Features

For a decade now Radix has been developing innovative and business
relevant applications and solutions for global clients. Over this decade we
have developed a mature understanding and insight into what kind of
functionalities work best for a particular business domain. We fall back on
this experience to add a certain features to a solution that enhance the
business value of the solution. We term these features as our star features.
The star features in this case were:

 The solution has a very simple setup that uses an install shield.
 The solution has a setup for server and client.
 The solution has a setup for running the solution as a demo for a
predefined trial period. On expiry of the trial period the solution stops
functioning.
 The solution supports creation of automated database.
 The solution has a dashboard for viewing the online status of
employees and managing them.
 The solution allows for instant alert, force popup and management
alert based on administration customization.
 The solution supports dynamic role based implementation.

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 Case Study – Customer Service Management Software

Technologies Employed

 ASP.Net 2.0
 C# 2.0
 Visual Studio 2005
 MS SQL Server 2005
 JavaScript
 HTML
 CSS

The Wrap Up

The Radix team enjoyed this project to the fullest. While trying to develop a
customer service management solution, this project gave us an opportunity
to hone up our skills of customer servicing. We encouraged the client to get
involved with us all through the development process and valued his inputs.
In fact, the client became an important reference point for our team through
the development process. We highly value our association with the client and
look forward to having a longstanding business relationship.

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 Case Study – Customer Service Management Software

About Radix

Radix is an IT outsourcing company that leverages the potential of

technology to deliver effective, reliable, and consistent IT services with cost
savings. But we do not simply deliver economies of scale. Our multi-
technology and multi-domain exposure enables us to add to your bottom-
line.

401, Anand Mangal-II,

C G Road, Ahmedabad,
Gujarat-INDIA
Phone: +91-79-32403371
VoIP: +1-718-715-1551
Email: sales@radixweb.com

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