An Online Call Logging Application

Our client wanted a solution that would enable them to provide their customers with an online platform to register and track their problems/queries through a centralized system. The solution was required to enable the client to effectively manage all their customers from a central location. Based on their requirements Open Source Development developed an online ticketing and call logging application wherein their customers could login and enter details regarding their queries and problems. The solution provided the administrators with the provision to easily track and manage the calls logged in by the customers. An extensive reporting module was integrated with the application thereby enabling the client to effectively monitor the performance of their staff.

Customer Profile
Our Client is an Ireland based company providing consultancy services in the fields of IT, Internet and Telecommunications. They started operations with the aim of improving the business processes, of small and medium sized companies, through effective use of technology. Some of the services offered by them include: Network design, implementation and project management; customized IT training courses etc.

Business Requirements
The client wanted a solution which would enable them to manage their customers through a central location. They required a web based application using which their customers could log calls regarding their problems into a centralized database. Provisions enabling their customers to track and view their call status were required to be built into the application.

A support management module was required to be integrated with the solution that would enable the client to store details about the type of support packs that customers have purchased from them. Based on call details, support pack purchased and the time and effort taken to resolve the calls, calculations regarding number of hours consumed and remaining within a support pack for a customer were to be made and stored for reference.

An extensive reporting module was required to enable them to generate and download reports such as Staff Performance, Call Analysis etc.

An automated web based solution to facilitate call logging
Based on the client's requirements Open Source Development developed an online call logging system which includes interfaces for customers to log their calls and interfaces for administrators to view and resolve calls logged by customers. The solution developed by Open Source Development, provides the client with a centralized database where all customer calls and their resolution details can be stored. Using this data stored, an extensive knowledge base can be created. Customers can access this knowledge base and search for resolutions.

Based on support packs purchased by the customers, call details, and resolution time, automatic calculations for numbers of hours used and number of hours remaining are performed. These calculations are used to generate alerts and warnings to both Administrators as well as individual clients.

The Call Logging System includes the following modules:

Administration Module
The administration module enables the solution administrators to maintain and manage the entire call logging application. Easy to use browser based interfaces enable administrators to perform the following tasks:

• User Management: Through this section, administrators can create and manage other back-end users. Administrators can assign rights to restrict a back-end user’s access to specific sections within the Administration module.

• Customer Management: Administrators can create login ids for customers and store details such as name, email id, client group, address, support pack purchased, start date of support pack, etc. Customers can use these login ids to access the front-end.

• Call Management: With this section, back-end users can view and reply to calls logged in by clients. Interfaces enable filling in call resolution details, for each call, such as resolution date, resolution method, duration etc. Administrators can define and set call priority levels within the application.

• Support Management: Through this section, administrators can manage details for various maintenance packs. Details for maintenance packs such as description and response time can be entered and stored in the system.
  
  Administrators can view a list of support pack upgrade request sent by clients. Options to grant and reject the request are provided. Based on the granting of a request, the number of hours requested for is added to the clients’ support pack.

• Report Management: A comprehensive reporting module has been developed through which administrators can download and view the following reports: Incident Summary, Incidents Resolved, Support Pack Analysis, Non Maintenance reports, Contracts Expiring and Staff Performance reports

Customer Module
The customer module is the front end through which customers can access the call logging system and log details of their problems and queries. To access this module, customers need a login id and password, which is generated for them by the Administrator. Through easy to use browser based interfaces customers can perform the following tasks:

• Call Management: The Call Management sub-module allows clients to log into the application and enter relevant details such as Call Title, Call Description. Customers can also tag these calls as “Priority”. The Call Logging System has been built such that it automatically pre-populates ancillary details into relevant fields; these details are fetched from information already entered into the system, by the Administrator, and for a Customer. Customers can also track the status of calls logged by them, and view its entire history. Through this sub-module, the CLS Knowledge Base can be accessed and searched by clients.

• Support Management: Customers can view details of the support pack purchased. Details include date of purchase, expiry date, number of hours purchased, items covered etc. Alerts about the expiry of the support pack and overdue hours are provided to the client. Through the support management module clients can also request for a support pack upgrade.

• Account Management: Customers can view and edit details of their profiles created by the Administrator. The details that can be edited include client name, email-id, contact number, password and contact address. Each customer can have multiple contact persons associated with them. Details such as name, telephone number and email id of each contact person can be entered and saved in the customer’s contact list.

Technologies used in developing this application are:

                              

Summary
The web solution developed by Open Source Development fulfills the client's requirement by providing them with a robust ticketing system that enables them to manage their customers in better manner. Customers can log their calls in a central location, where it can be viewed and attended to by the client's staff thereby ensuring a faster resolution time for solving customer problems. Detailed call resolution and staff performance reports enable AF Consulting to provide better and improved services to their customers.