Web Based Workflow solution for Customer Service Centre of ZILLIONe Systems Solutions (Pvt.) Ltd (Software Service Company)

Abstract

This project focus on improving the service delivery of the selected Customer (ZILLIONe Systems Solutions (Pvt) Ltd), through a web based workflow solution for the services division. As ZILLIONe is in the business of marketing, implementing and services of software solutions for corporate in Sri Lanka the solutions scope is explained as web based workflow solution for services department of Information system Solutions Company.

This is a very important part of the business for ZILLIONe as customer retention is mainly based on service provided and service generates high level of revenue. There fore having a comprehensive, accurate and scalable system is important.

Design was based on a tiered architecture, in which program logic and application layer were separated to allow scalability. Object oriented programming techniques were used. VB. Net and ASP.net was used for coding and MS SQL 2000 for database.

Literature review and study of packaged software products of similar nature contributed to improvements in design, layout of the screens and navigation structure of project.

Feedback from Supervisor was of immense importance in correcting mistakes in the software and in dissertation. Also feedback helped a lot in identifying key components and creating knowledgebase.

As system is live for more than few months now and customer is confidant in the use and benefits of this system, future work could be considered. Our recommendations as future work are integrating this system to pre-sales activities, project implementation phase (e.g. Integrate with MS Project Central) and other internal systems such as Accounting. With these future work completed, this system could work as complete enterprise solution for the selected customer.