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Service Management System Case Study

About the Client

The Client is a US based TPA of service plan solutions and offers extended service plan solutions for retailers, Telecommunications providers, and manufacturers. The services include an extensive coverage on various consumer products, including consumer electronics, computers and peripherals, appliances, outdoor power equipment and tools, sporting goods and fitness equipment, and jewelry and watches together with complete support, repair, and
replacement.

The Challenge

Physical presence of paper forms took a lot of space, which would have otherwise been used for a more productive activity. The security and reliability of the paper data was also a growing concern. Managing, storing and sharing unsystematic data entered using different excel sheets was another cumbersome
activity.

We were chosen as a service provider to automate data entry processes of concurrent users with dual monitors and were provided with high level business
requirements document which detailed the high level business goals of the application.

Service Management System Integration and Development : Call Center, Back Office and Servicer Management System

Key challenges included :

  • The Service desk was under constant pressure to reduce costs and improve service delivered to end users
  • Many of the calls to service desk were not critical in nature, however, requests such as status checks were limiting the support staff’s ability to focus on critical incidents and restore vital services to the business
  • There was a growing demand for advanced technical support capabilities for new products.

Technologies Used :

  • .NET Framework 2.0
  • C# as language
  • ADO.Net
  • MS SQL 2005
  • XML, Java Script and
  • AJAX
  • VS 2005 Team Suite
  • TFS as repository

The Solution

The application was developed using the following technologies :

  • ASP.Net 2.0 as the web application framework and C# as the object-oriented programming language
  • Microsoft Enterprise Library 2001 for its reusable software components
  • ADO.NET database components and AJAX interactive and dynamic interfaces on web pages
  • SQL server 2005, Microsoft relational model database

Based on the project specifications, 8 resources were deployed on the development for a period of 6 months including Project Manager/ Scrum Master, DBA, developers and QA with expertise in .Net technologies.

The Value

  • Services for Event creation and maintenance for related Customer Information can now be provided using one integrated system
  • Defined business rules regarding new/existing events for the call center
  • The agents has the ability to view, update status of assigned claims and invoices
  • Seamless tracking of spare parts dispatch, in case of replacement of parts.
  • MIS reports for all activities generated. (Call Logging to Issue Resolution, including Service Tracking)

I still remember my long hours of work, only trying to reconcile work for my agents and going in the forefront to resolve issues for which I had hired white money eating elephants. The team at iBoss, excellent at what they do, is the one that made our product idea come true.

– Operations Manager TPA,
US