Architecture and Design of Customer Support System using Microsoft.NET technologies Nikolay Pavlov Asen Rahnev

Project Goals Design and develop: Architecture Functionality Electronic services of a Customer Support System, based on Microsoft.NET Framework

Why?

Problems Identified Support of horizontal company structure only. No or insufficient multi-language support. Insufficient integration with existing office packages. Insufficient functionality for Customer Relation Management (CRM), or lack of integration with third- party CRM systems. Cannot operate in a distributed environment, for example - over the Internet. Do not support built-in declarations of hours and costs.

Organization Structure Central office (management) Branches Partners Development Clients

Problem Lifecycle 1. Client creates a ticket 2. Solution attempted by local partner 3. Solution attempted by local branch 4. Solution attempted by central office 5. Ticket is solved by development

Services For clients Create tickets Add information, attach documents Review tickets status Browse knowledge base Review release notes for updates and new versions, download updates

Services, cont. For local partners Browse incoming tickets Offer solutions Escalate tickets to higher level of support Overview ticket progress CRM, agenda, visit reports Access to knowledge base

Services, cont. For local branches All local partner services Monitor performance of partners Provide translations of tickets

Services, cont. For central office All local branches services Assign tickets to development, manage development Monitor performance of all levels Provide translations of tickets Administration

Services, cont. For developers Browse incoming tickets Discuss development Report development

Services, cont. System services Alarm against stalled tickets Automatic escalation of tickets Automatic requests for translations

Architecture

Four-Tier Model Application Server: Infrastructure Services Security Software Updates and Maintenance Application Thin Client Common User Interface Execution Environment for functional objects

Four-Tier Model Functional Objects: Business Logic General Application Functionality

Development Proprietary Software Framework Standard Functional Objects Specific Functional Objects Application Dictionary

Standard Functional Objects Data overview, searching, filters Data modification Reporting Services Integration with Microsoft Office Document Management Security Administration

Specific Functional Objects Translations Messaging and Notification Data-exchange with third-party CRM software

Technologies Microsoft.NET Framework ADO.NET Remoting Windows Forms ASP.NET Web services Microsoft SQL Server 2000 Microsoft Internet Information Services

Application Used by multi-national companies, based in the Netherlands

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