SUREVAC CALL MANAGEMENT SYSTEM

INTRODUCTION
Companys profile
SureVac Technologies was started 15 years ago by four college gradutes. It
manufactures vacuum cleaning systems. Today, SureVac is a leader in vacuum cleaning
technology. It sells its products through a massive network of 30 company-owned
stores and 200 franchisee outlets.
SureVac today offers more than 10 products for home users and industry users. It
caters to both the segments directly or through its dealers distribution network.
The 30 company-owned stores sell vacuum cleaning equipment directly to home and
industry usetrs while the 200 franchisees sell vacuum cleaning systems to home users
only.
SYSTEM ANALYSIS
Problem Definition
The SureVac call management system facilitates the top management, managers,
franchisees and employees to optimally take care of call management.The
computerized system should also help with resource allocation and management so
that the employees are allocated required resources on time in sufficient quantity.
This system is going to maintain the details of employee, clients, products, resources
and employee work assign. The system is going to provide assistance in the decision
making process for logging complaints and assigning task to employees based on
requirements.
The system is built with the capabilities to
Easy Retrieval and Storage of Data
High precision
Low manual work
High speed in retrieval of data and data achieving.
Efficient in use

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Existing system
SureVac has witnessed a major decline in business recently. SureVac has recently
conducted a market research to determine the cause for dec line in sales. It was
found that SureVac business was suffering because of following reasons:
Numerous customer complaints were not handled. Another large number of
complaints were handled after a considerable delay, leading to customer
dissatisfaction.
The products are not properly designed and there has been no innovation over
the last few years.
The quality of plastic used is not very good.
SureVac organised a meeting at its headquarters. It was attended by a number
of customer care executives, product engineers, franchisees and senior
management. The discussion reaveled that:
Franchisees used to log customer complaints regularly but the customer
care representatives rarely follow up.
The customer care executives were not aware of the incoming calls and
how much time was spent on answering those calls. They also did not
know the priority status of the clients, and had difficulty in
understanding the franchisee problem. The customer care executives
stated that the franchisees were unaware of the actual problem in most
cases. In many cases, if the customer was capable of stating the
problem accurately, the franchisees were unable to understand the
problem.
The engineer stated that they were rearely aware of what the customer
wanted. A lower quqlity of service(Qos) had led to people spreading
negative word of mouth. In addition, lack of innovation had added to the
steep decline in business. It was agreed that poor customer support was
contributing a great deal to the decline in business. Although technical
know-how was there but there was lack of recording of customer
activities and proactive followup with the customers, as well as
colleagues. As a result, the management decided to devise a system that
could handle customer queries and serve as a part of companys
operations and product value chain, rather than a simple call
management system for internal use.
The envisioned system
The management wants to use a computerised system that will take care of call
management and provide information that can be used later to take strategic
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decisions. This system should be globally accessible and should be able to integrate
with other systems in the organization. In addition, all the data stored in this system
should be secured.
The envisioned system will have the following features:
An Internet-enabled application will be created.
Acentral database will be created to store the following information:
o List of customers
o List of franchisees
o List of products
o List of contracts
The central database will also capture all the information realated to every
customer call. However, no voice recordings of the calls need to be stored. The
following information will be captured for every call:
o Details of the customer placing a complaint/query.
o Details of the store or franchisee that received the call. If a customer
registers a complaint through the website, the same should be
reflected.
o Details of the nature of problem or query of the customer. This will
include information such as nature of problem, solution provided and
the final status
The website will provide access to three types of users:
o Internal users: are employees and representatives of SureVac. The
internal users can be assigned the following roles:
Administrators: are responsible fot managing the website
and the relevant master data such as list of products, list
of customers, and list of franchisees.
Users: are responsible for carrying out the call-realted
activities such as registering new complaints.
o External users: are employees and representatives of the franchisees.
They are responsible for registering new complaints and modify the call
data related to their franchisee.
o Customers: are individuals or businesses who have bought SureVac
products. The can register new complaints and provide feedback.
All users will have a username and password. The usernames for internal
employee will be their employeecode and for franchisees the franchiseecode.
A central knowledge base will be created to facilitate knowledge exchange
within SureVac.
All changes to the system will be logged in a central repository and can be
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viewed with administrative privileges.
Advantages of the proposed system:
The proposed system has several advantages over the existing system like:
Speed in processing.
Very easy to store the details.
Easy to retrieve information which is stored.
Efficient in use.
System Objectives
The objectives of the proposed system are:

Maintaining customer information details

Maintaining employees details.

Maintaining franchisee information and their contract

Maintaining complaint details

Maintaining product details

The authorized staff of the SureVac can log into the application by using different
logins, such as employee and franchisee, to perform various activities, such as store
and view complaint details.
The call management department should allow team leaders and project managers to
optimally use their man power by duely assigning the task to people, followed by
proper follow-ups with the help of reports and time schedules.
The call management department should be able to store the progress and
performance of each employee and should ensure that the required resources are
duely allocated to the employees. The call management department should be able
to store and manage client calls and the client specific documents and circulars.
FEASIBILITY STUDY
After the Problem is clearly understood, the next step in analysis phase is
testing the feasibility of the System. It is necessary to determine whether the
outcome of the preliminary investigation is feasible. It is necessary that the System
developed will be useful to the organization is tested i.e. testing whether the
development is feasible with respect to the organization. There are 3 types of
feasibility which are equally important are:
i)
Economic Feasibility
ii)

Technical Feasibility
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iii)

Operational Feasibility

Economic Feasibility:
The system is also economically feasible compared to the present system that is
being followed. The system reduces the cost in every aspect of the user. Thus, this
system provides benefits for the users. The maintenance cost of the system is also
very less and any computer with minimum requirements can be used.
Technical Feasibility:
The system is also technically feasible that anyone who knows operating the
computer can easily use the system. The help is provided for the administrator
describing each and every operation in the conversion. There exists no need for
the user to know about language softwares used in developing the system. All the
constraints will apply during the processing. If any errors occur in processing the
system is able to prompt appropriate messages to the user.
Operational feasibility:
The system developed is operationally feasible when compared with the existing
system. All the operations in the system are based on the transactions and
entering the required data. The entry of the data is also easy with the necessary
text items. The entered data is automatically stored in the file and retrieved as
and when required.
The Proposed System is operationally feasible when it is developed and installed,
for the following reasons:

There is no resistance from the clients and employees to proposed system,

because it reduces the work efficiently.
All types of manual transactions are eliminated.
The processing of transactions is very fast and hence the time consuming is
reduced.
The proposed System is very user-friendly.

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S/W & H/W SPECIFICATION

System Requirements:
Hardware Requirements:
Processor

PENTIUM IV and Above

Clock Speed

750 MHz and Above

RAM

512MB and above

Hard Disk

80GB and Above

Key Board

Standard(104 keys)

Mouse

Suitable

Monitor

14inch and above Color monitor

Software Requirements:
Operating System

Windows 2000/
Windows Xp

Front end tool

NetBeans IDE

Back end tool

MySql

Database connectivity tool

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JDBC