Automation for Customer Care System

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International Journal of Engineering Trends and Technology (IJETT) - Volume4Issue5- May 2013

ISSN: 2231-5381 http://www.ijettjournal.org Page 1844

Automation for Customer Care SystemRajnish 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 whobuy 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. I NTRODUCTION

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 end-

user).

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.





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 end-

users upon their request without any difficulty and saves time.

IV. PROJECT MODULES

Customer Care System [help desk system] is a customer caremanagement system. The following are the modules related to

Customer Care System [help desk system] are as follows:1. User Module2. 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 CareSystem. First user has to register with corporate client. Inorder 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 isvalid 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 productand 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 end-

user of the product or service.

4.2 Super User Module

In this module Super user is the chief head of the Organization

who assigns 1st

level and 3rd

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 theCorporate Users so as to check with the queries which in turnconsist of the query and also the user id.

Super user has the right to remove any level or add any leveland 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 onewho can add HD problems to a category created by the super

user.


The second level administrator is the one who can add HD problems to the modules.


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 thelevel 1 administrator, level 2 administrator and level 3administrator.

5.2 Create and maintain categories:





This feature can create the categories as well as maintainthe 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 administratorssuch as updating information related to address, telephonenumber 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 givethat type of facility.

5.6 Assign 1st level administrator to a category:

This feature assign the 1st

level administrator to a category.

5.7 Assign 2nd level administrator to a sub category:

2nd 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 2nd level administrator to their sub categories.

5.8 Assign 3rd level administrator to a support team:

And 3rd level administrator can be assigned to a support

team leading as their team.

5.9 Create corporate client:

This feature create the corporate clients.

5.10 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 thatcase, this feature can be used.

5.11 Check for HD problem submissions:

As this project is automated so it automatically check thehelpdesk problem submitted or not.

5.12 Check solutions in repository:

It automatically check solutions in repository regardingtheir problems so no need to interact customer with help

desk member.

VI. FUNCTIONAL R EQUIREMENTS

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 R EQUIREMENTS

7.1 Performance Requirements:

The proposed system that we are going to develop will

be used as the major performance system for providinghelp to the customer related to their problems.

Therefore, it is expected that the database would perform functionally all the requirements that arespecified.

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 namelyAdministrator, Restricted users who will be viewingeither all or some specific information from thedatabase.

2. Depending upon the category of user the access

rights are decided. It means if the user is anadministrator 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 dueto 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.





VIII. EXTERNAL I NTERFACE R EQUIREMENTS

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 anaccess without any problems.

2. There will be a screen which will be displaying themajor 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 cangive 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.

8.2 Software Interface

1. Operating System : Windows XP or Higher Version2. Programming Language: Java3. Database: Oracle 10g

4. IDE: My Eclipse 8.05. Web Applications: Jdbc, Servlet and Jsp.6. Server Deployment: Tomcat 5.x

8.3 Hardware Interface

1. Intel Pentium IV or Higher processor

2. 1.80 GHz3. 1 GB of RAM

IX. SOME S NAPSHOTS

9.1 Login Page

Fig. 9.1 Login Page

9.2 Change Password Page

Fig. 9.2 Change Password Page

9.3

Query Form Page

Fig. 9.3 Query Form Page

9.4 HD Problem Desk Page

Fig. 9.4 HD Problem Desk Page





9.5 Composing Message Page

Fig. 9.5 Composing Message Page

9.6 Message Confirmation Page

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 E NHANCEMENTS

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

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.

XIII. CONCLUSIONS

The result of the Customer Care System is that it supports

many corporate clients and the individual users or the end-users with unique interface, through which the HD problemsare 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 runwith the minimal administration.

ACKNOWLEDGMENT

We would like to thank Prof. S. M. Rokade, Head of

Computer Engineering Department, Sir Visvesvaraya Instituteof Technology, Nasik and our project guide Mr. Venkatesh,Software Engineer at 360digrii, Hyderabad,, for his valuableguidance and support.

R EFERENCES

[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

Documents

Automation for Customer Care System