Maintenance and Customer Services Management System for Global Tech Air Conditioning & Refrigeration Ltd

Abstract

Global Tech Air Conditioning & Refrigeration (Pvt) Ltd is a company that distributes air conditioners around Sri Lanka with several island wide branches. Providing maintenance services for their selling items is one of the crucial business activities they perform in their day to day business. Due to large amount of their customer base and growing sales, Global Tech confronted with the new challenge of scheduling and keeping track of maintenance for each item they have sold. Despite Global Tech has number of branches throughout Sri Lanka, it has only one centralized office, to handle customer relationships and other core functions, known as the call centre. Some of the difficulties hindering to the call centre day to day business operations are keeping track of various after sale services, which they should provide for range of products, based on different service contracts agreed by the customer and effectively reacting to any customer complaints. The proposed system will be used to address the aforementioned problems that exist in current manual system. Most of the tasks, including scheduling of maintenance, generating invoices will be automated by the system. The system will also provide quick access to information that is needed by call centre employees, to communicate effectively with customers, and provide timely reports for the management and other interested stakeholders. The object oriented analysis and design techniques were used throughout the development process and Unified Modeling Language is used for various design diagrams. The system has implemented with Java language and Java Enterprise Edition application programming interfaces along with other open source libraries and tools. The system was thoroughly tested to ensure that it work as expected and user acceptance testing were successfully carried out to determine if all client requirements are met.