Customer Query Track

1.  Domain: Open Industry

2.    Sub Domain: Sales Services and Marketing Division

3.    Project Architecture: N-Tire Architecture

4.    SDLC methodologies: RAD/Waterfall model

5.    Abstract of the project:

This project is mainly used to track the queries of the customers in the organization and resolve the queries. This Project also sends the services to the customer to find out the customer satisfaction and employee performance.

The system has a major problem in finding the product support and service activities that are undertaken by the employees. Once the products have installed at the client’s site, the cycle of warranty maintenance starts. To keep the customers in a proper chain of satisfaction the system needs the data to be organized in a proper relational way.

The project is to maintain the relational communication among the project is to maintain this relational communication among the data, such that consistency, reliability and integrity can be achieved. The major technicality within the system lies in managing the coordination among the sales and service departments, which is the major hold upon the system to gain or achieve profits.

This project is been divided into two modules. These are:

1. Customer’s Module

2. Employee’s Module

Customer’s Module: The Customer’s Module is designed to provide the following services.

a.    Posting a Query:

·         Customers should be free to post their queries to the concern department.

·         The system must identify each query with an automatically generated Query Id, for future references.

b.    Survey Details:

·         Customers should be able to post the survey details on a department by simply selecting the department and post the survey details to the organization.

·         In survey details service the system provides the rate of satisfaction of the customer on a particular employee.

·         The rate of satisfaction can be known by giving ratings to the employee.

c.    Status

·         Customers should be allowed to check the status of their query, by using the unique Query Id provided by the system.

·         The system must display the answers along with the Query to the customer, after posting the query.

Employee’s Module: In this Employee’s Module we have two services, which are

a.    Posted Queries:

·         The employees should be able to see the posted queries, which are posted by the customers.

·         An employee can visit the queries posted to that department only.

·         The employee should post back the solution to the queries he has received.

·         An employee cannot only see his rating but also rating of other employees who are working in other departments.

b.    Survey:

·         The employees should be able to see the survey details posted by the customers.

·         He can able to see the survey details of all the departments.

·         This system should also provide registration of new customers for the organization.

·         The customers should be able to see the frequently asked question asked by the customers.

A password protection with secure mode option is provided to guard from un-authorized access to database.

7.    Features:

·         The Customers should be free to post their queries to the concern department.

·         The Customers should be able to post the survey details on a department by simply selecting.

·         The Customers should be allowed to check the status of their query, by using the unique Query Id provided by the system.

·         The employees should be able to see the posted queries, which are posted by the Customers.

·         The Employee can visit the queries posted to that department only.

·         The employee should post back the solution to the queries he has received.

·         An employee cannot only see his rating but also rating of other employees who are working in other departments.

·         The employees should be able to see the survey details posted by the customers.

·         This system should also provide registration of new customers for the organization.

·         The customers should be able to see the frequently asked question asked by the customers.

The software is fully integrated with CRM (Customer Relationship Management) as well as CMS (Content Management System) solution and developed in a manner that is easily manageable, time saving and relieving one from manual works.

8.    Keywords:

·         Generic Technology Keywords: Databases, User Interface, Programming

·         Specific Technology Keywords: ASP.Net, C#.Net, MS SQL Server

·         Project Type Keywords: Analysis, Design, Implementation, Testing

·         SDLC Keywords: Presentation, Business Object, Data Access Layers

9.    Environment:

·         Servers:

·                     Operating System Server: - Microsoft Windows 2000 or Higher

·                     Data Base Server: Microsoft SQL Server 2000/2005

·         Clients: Microsoft Internet Explorer,

·         Tools: Microsoft Visual Studio .Net

·         User Interface: ASP.NET with AJAX

·         Code Behind: VC#.NET

10.  Requirements:

·   Hardware requirements:

Number	Description
1	PC with 2 GB hard-disk and 256 MB RAM

·   Software requirements:

Number	Description
1	Windows 2000/ XP/ or Higher with MS-office
2.	MS-SQL server2000/2005
3.	Ms-Visual Studio .Net 2005
4.	Ms-Internet Explorer

·   Manpower requirements:

 3 to 4 Developers can complete this in 3-4 months.

11.  Milestones:

No.	Milestone Name	Milestone Description	Remarks
1	Requirements Specification	Complete specification of the system including defining hierarchies constitutes this milestone. A document detailing the same should be written and a presentation on that be made.	Attempt should be made to add some more relevant functionality other than those that are listed in this document.
2	Technology familiarization	Understanding of the technology needed to implement the project.	The presentation should be from the point of view of being able to apply it to the project, rather than from a theoretical perspective.
3	Database creation	A database of at least 10 entries of users with at least 1 should application admin.	It is important to finalize on the database at this stage itself so that development and testing can proceed with the actual database itself.
4	High-level and Detailed  Design	Listing down all possible scenarios and then coming up with flow-charts or pseudo code to handle the scenario.	The scenarios should map to the requirement specification
5	Development of front end functionalities.	Implementation of the main screen giving the login, screen that follows the login giving various options, screens for each of the options	During this milestone period, it would be a good idea for the team to start working on a test-plan for the entire system. This test-plan can be updated as and when new scenarios come to mind.
6	Integrating the front-end with the database	The front-end developed in the earlier milestone will now be able to update the database. Other features should be functional at this stage. In short, the system should be ready for integration testing.
7	Integration Testing	The system should be thoroughly tested by running all the test cases written for the system (from milestone 5).	Another 2 weeks should be there to handle any issues found during testing of the system. After that, the final demo can be arranged.
8	Final Review	Issues found during the previous milestone are fixed and the system is ready for the final review.	During the final review of the project, it should be checked that all the requirements specified during milestone number 1 are fulfilled

12.  The following steps will be helpful to start off the project:

• Study and be comfortable with technologies such as: ASP.Net with C#, and SQL Server.
• Gather some knowledge of product hierarchies and maintenance before starting the design.
• Create a user database with different access levels.
• Start with creating the login screen.
• Create menus for navigation and group the functionalities as sub menus.
• Create the help-pages of the application in the form of FAQ. This will helps user.