Web Based Customer Relationship Management System for X-ONT Software Customer Support Service

Abstract

The X-ONT Software (Pvt.) Ltd. provides a comprehensive Maintenance & Support Services for customers using X-ONT software. At present most of the processes carried out by them have been done manually and according to the situation of current analysis Customer Support Service section faces difficulties when they manage their day to day work of the section. Therefore with this project endeavors to improve and maintain the standards, quality and efficiency of the processes carried out by Customer Support Service section. The web application consist of four modules namely Fault Management, Knowledge Share, Administration and Logging. It is possible for authorized personal to gain access to the web application and managing support request for system faults, managing customer support service, sharing knowledge among staff members and customers of the Customer Support Service section. Added to that there are wide varieties of reports that aids to the users. The web application was developed according to the Structured System Analysis and Design Method (SSADM). Microsoft Visual Studio 2008 was used to implement the web portal using ASP.Net/C#, AJAX, IIS as the web server and Microsoft SQL Server 2005 as the Database Management System in the windows environment. This web application facilitates a quality, standards and effective functioning procedure with user friendly environment, through achieving functional and nonfunctional requirements of the project. Therefore we are quite sure Customer Support Service section of X-ONT Software (Pvt.) Ltd. and their customers will receive more benefits using this application.