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Synopsis

On

CUSTOMER CARE SUPPORTIVE SYSTEM

Submitted in partial fulfillment of the requirements for qualifying

UNDER SUPERVISON OF

SUBMITTED BY:

ENROLMENT NO.                       NAME

Under Supervision of      :

Name                          :

Programme code           :

Enrolment No.              :     

Study Center Name       :     

Study Center code :

  1. TITLE OF THE PROJECT

2. Introduction and objectives of the Project

LG Electronics, Inc.(LG) is a global leader and technology innovator in  consumer electronics, home appliances and mobile communications,  employing more than 82,000 people working in 114 operations  including 82 subsidiaries around the world.

Providing the Best Service:

LG Customer Service Representatives are competent professionals with product knowledge expertise to assist customers with all technical support and service issues.  LG Customer Service Representatives will take care to put the customer first by providing the utmost courtesy, empathy, and respect in all interactions with our customers.

LG Customer Service Representatives respond with accurate information to provide fair solutions to all customer issues on the first interaction. It takes ownership, set accurate expectations, and follows through on all commitments so we never disappoint our Customers.

Industry term referring a contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging and to make an enquiry or request a Warranty repair: Type in your model name or number to find the contact number or policy for your product, you can submit a request for Service online.

Objective:

The L industry has skyrocketed to one of the most lucrative and important businesses in the world. Countries like India, Netherlands etc are the forerunners in the business. But leading countries like US and the UK are also fast catching up. With the rising competition, the margin for error has become negligible. Each LG Customer care Service Center today employs stringent quality measures and constantly looks for improvement. In fact LG Customer care Service improvement services are also extremely popular within the industry

The objective of the Project is to reduce the man force and work load and making economical and real-time problem solving system so that customer can get response immediate and queries can be managed quickly. Process dictates all the action that a company takes in order to satisfy the customer, reduce costs and gather market intelligence.

Technology can help facilitate these processes through user driven systems development and maintenance. From the content perspective, the focus is on acquiring, engineering and maintaining knowledge and using the technology to distribute the information through various customer care media. The LG Customer Care computer system is not built to consider human circumstance but merely to process, store and retrieve information. The challenge is to empower agents by providing them not by contact tracking systems but with the sort of information and authority that will make every worthy customer feel as though the company cares about him or her personally.

Modules:

  • Inbound cases/tickets  forms
  • Response to the cases/queries raised by the customer
  • Chat/Emails
  • Customer Support
  • Data entry of customers’ electronic services Sign-up form

Inbound tickets/created by front end support staff

  • Basic Information
  • Customer Queries
  • Lead Generation
  • Debit Cards
  • Complaints
  • Ticket number generation

Customer Support Emails

Email address   support@navisite.com

Replies of emails after consulting the related specialty team

Follow-up calls/emails wherever needed

Diverting cases to concern departments/divisions


3. ADVANTAGE

This project is useful for the Manager who keeps track of all the customers in a particular Department. The following steps that give the detailed information of the need of proposed system are:

Performance: During past several decades, the records are supposed to be manually handled for all activities. The manual handling of the record is time consuming and highly prone to error. To improve the performance of the Institute, the computerized system is to be undertaken. The computerized project is fully computerized and user friendly even that any one (customer, helpdesk, agents, engineers) can use.

Efficiency: The basic need of this website is efficiency. The website should be efficient so that whenever a new user submits his/her details the website is updated automatically. This record will be useful for other users instantly.

Control: The complete control of the project is under the hands of authorized person who has the password to access this project and illegal access is not supposed to deal with. All the control is under the administrator and the other members have the rights to just see the records not to change any transaction or entry.

Security: Security is the main criteria for the proposed system. Since illegal access may corrupt the database. So security has to be given in this project.


4. PROJECT CATEGORY

This Project is coupled with material on how to use the various tool, sub sets available in ASP.NET AND SQL SERVER.

The need of today’s software development is competence in a GUI based front-end tool, which can connect to Relational Database engines. This gives the programmer the opportunity to develop client server based commercial applications.

These applications give users the power and ease of a GUI with the multi user capabilities of Novell, UNIX or WinNT based RDBMS engines such as SQL SERVER.

All the important coding techniques used by programmers, in OOPS based coding is brought out in full and in great detail.


5. SYSTEM STUDY & ANALYSIS

PRINCIPLES OF SYSTEM ANALYSIS

  1. Understand the problem before you begin to create the analysis model.
  1. Develop prototypes that enable a user to understand how human machine interaction will occur.
  1. Record the origin of and the reason for every requirement.
  1. Use multiple views of requirements like building data, function and behavioral models.
  1. Work to eliminate ambiguity.


ENTITY RELATIONSHIP DIAGRAM (ERD)

Entity – Relationship Diagram: This depicts relationship between data objects. The attribute of each data objects noted in the entity- relationship diagram can be described using a data object description. Data flow diagram serves two purposes:

  1. To provide an indication of how data are transformed as they move through the system.
  2. To depict the functions that transformation the data flow.

Data Objects: A data object is a representation of almost any composite information that must be understood by the software. By composite information, we mean something that has a number of different properties or attributes. A data object encapsulates data only there is no reference within a data object to operations that act on the data.

Attributes: Attributes define the properties of a data object and take on one of three different characteristics. They can be used to:

Name an instance of data object.

Describe the instance.

Make reference to another instance in other table.

Relationships: Data objects are connected to one another in a variety of different ways. We can define a set of object relationship pairs that define the relevant relationships.


CARDINALITY AND MODALITY:

Cardinality:

The data model must be capable of representing the number of occurrences of objects in a given relationship. The cardinality of an object relationship pair is

¨       One-T0-One (1:1): An occurrence of object ‘A’ can relate to one and only one occurrence of object ‘B’ and vice versa.

¨       One-To-Many (1:N): One occurrence of object ‘A’ can relate to one or may occurrences of object ‘B’ but an occurrence of object ‘B’ can relate to only one occurrence of object ‘A’.

¨       Many-To-Many (M: N): An occurrences of ‘B’ and an occurrence of ‘B’ can relate to one or many occurrence of ‘A’.

Modality:

The modality of a relationship is zero if there is no explicit need for the relationship to occur or the relationship is optional. The Modality is one if the occurrence of the relationship is mandatory.

The object relationship pair can be represented graphically using the Entity Relationship Diagrams. A set of primary components are identified for the Entity Relationship Diagram,

  1. Attributes,
  2. Relationships and
  3. Various Type Indicators.

The primary purpose of the Entity Relationship Diagram is to represent data objects and their relationships.

ER-DIAGRAM


DATA MODELING

Data modeling defines primary data objects, composition of each data object, and attributes of the object, relationships between each object and other objects and between objects and the processes.

List of Tables:

Customer Care Registration– to store of the calla\s attended by the customer care support team.

Field Name Type Constraints Description
Notification_no Int Primary Key Customer care registration
Cust_no Int Not Null Customer Id
Name Char (30) Not Null Status
Date_reg Date Not Null Date of reg
Date_close Date Not Null Closing date
Zone Char (30) Not Null Zone
Product Char (50) Not Null Product
Call_type Char (30) Not Null Call type
Taker Char (30) Not Null Phone no
Service_request Char (30) Not Null Type of request
Priority Char “(30) Not Null Priority of complaint
Remark Char (30) Not Null Remark
Sign_by Char (30) Not Null Signed by
Attend_by Char (30) Not Null Call attended by
Email Char (50) Not Null Email_id
Ticket_no Number(5) Not Null Trouble Ticket no


Customers: To store details of the customers

Field Name Type Constraints Description
Cust_no Char (30) Primary Key Customer_no
Title Char (50) Not Null Title
Lastname Char (50) Not Null Last name
First name Char (50) Not Null First name
House no Char (50) Not Null House no
Add1 Char (30) Not Null Address 1
Add2 Char (30) Not Null Address 2
Locality Char (30) Not Null Area
Land Mark Char (30) Not Null Landmark
City Char (50) Not Null City
Pincode Number(10) Not Null Pin code
Phone Number(10) Not Null Contact no
Add proof Char (50) Not Null Address proof
Appliance Char (50) Not Null Appliance
Cust_type Char (50) Not Null Customer type
Date_of_purchase Date Not Null Date of purchase

Department: To strore details of the department

Field Name Type Constraints Description
Dept_no Char (30) Primary Key Department no
Dept_ name Char (50) Not Null Department Name

Employee: To store details of the employee working in the LG Customer Care Service center.

Field Name Type Constraints Description
Emp_no Char (30) Primary Key Employee no
Firat name Char (50) Not Null First Name
Last Name Char (30) Not Null Last Name
Add1 Char (50) Not Null Address1
Add2 Char (50) Not Null Address2
City Char (50) Not Null City
Pin code Number(10) Not Null Pin code
Phone Number(10) Not Null Contact no
Department Char (50) Not Null Department
Designation Char (50) Not Null Designation
Salary Number (5) Not Null salary

User details: To store details of the users

Field Name Type Constraints Description
Username Char(30) Not null Username
Password Char(30) Not Null Password
Email Char (30) Not Null Email
Security question Char (50) Not Null Security question used in forget password form
Answer Char (50) Not Null Answer

Email: To store details of the email send to the customers, to reply customers after consulting the related specialty team.

Field Name Type Constraints Description
Email_id Char(30) Not null Email id
Cust_no Char (50) Not Null Customer no
Adte Date Not Null Date
Comment Char (250) Not null Comment  or reply


Ticket Table: To store details of the trouble tickets submitted by the customers.

Field Name Type Constraints Description
Ticket _no Char(30) Primary Key Trouble ticket no
Date Date Not Null Date of generating
Priority Char (30) Not Null Priority
Subject Char (50) Not Null Subject
Description Char (250) Not Null Description
Type Char (50) Not Null Type
Email Char (50) Not Null Email id
Cust_id Char (50) Not Null Customer id
Cust_name Char (50) Not Null Customer Name

Accounts Table: To store details of the Transactions.

Field Name Type Constraints Description
Account_no Number(10) Primary Key Details of accounts No.
Bank_name Char (30) Not Null Name of the bank
Credit_card_type Char (30) Not Null Visa/ Master card
Amount_mode Char (30) Not Null Online/ western union/


Context Level DFD for LG Customer Care Service Management System


DFD FOR CUSTOMER COMPLAINT

Customer

DFD FOR LG CUSTOMER CARE CENTER EXECUTIVE (EMPLOYEE)

DFD FOR MONITORING
DFD FOR COMPLAINT TICKET
6. A COMPLETE STRUCTURE

Project Plan, Design & Approach

The proposed project will have its main page and will be mainly divided into partially dependent and partially independent modules as:

  1. LOGIN MODULE
  2. CUSTOMER MASTER
  3. EMPLOYEE MASTER
  4. UPDATE DETAILS MODULE
  5. SEARCH MASTER
  6. REPORT GENERATION MODULE
  7. VALIDATION HANDLER
  8. COMPLAINT DETAILS
  9. TROUBLE TICKETS MASTER
  10. MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF

**These modules are described below**

1. LOGIN MODULE

Login master is the module which checks for a valid candidate when the user enters his user id, password, and link to the correct page or denies and link to the registration page. It is divided in to following functions.

A. USERID CHECKER

As user id rules the system so a person is known by his uniqueness of his user id. As it is to provide the viable customer system .so the user id is being validated with password in different cases to validate the genuineness of the candidate.

B.     THE LOGIN STATUS MANAGER.

This module keeps the status of the user when logged in and for which purpose and for how much time. As it is an integral part for a paid site to track the user login status if user not logon for certain period of time then their account will be in suspended mode or expires.

2. CUSTOMER MASTER

This module deals with the different state of registration as:

a). Customer building form will be displayed in this module.

b). Clint side validations being handled by validation master

c). Unique customer id checker (checks that the user id being entered by the candidate is unique or not.

d). Auto user id generator generates auto user id in user id field by taking the email id of the user if it is unique or suggest by combining it with some number.

e). All data about any new customers of LG Customer care will be stored in database.

3. DETAILS UPDATE MODULE

Details update module is to deal with updating of profile; with the help of this module one can change/update either her/his own profile or partner’s profile.

4. INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF

  • Basic Information
  • Customer Queries
  • Lead Generation
  • Debit Cards
  • Complaints
  • Ticket number generation

5. SEARCH MODULE

The main objective of this module is to search the specific details in the project for the customers and administrator the company can send him/her information, through mail on their e-mail address from the database. The project sends the information to their users according to their requirements.

Then it becomes so easy to the administrator to contact the person through this Project.


7. Report Generation Module

This module specially used by the project master or administrator of Project. The main objective of this module is to give the interface to the administrator of Project, so they can manage whole Project. They can view different types of reports like customers details, trouble ticket details, how many tickets generated through Project, what their status etc. In other word we can say that this module is the main module of the site and with the help of this module administrator is able to manage whole Project.

8: SEARCH MASTER

Search module is an important module in any web site. With the help of this module visitor can search their requirements. An enhanced search tool is made to search data according to different criteria.

9: VALIDATION HANDLER

Validation handler module works with the validations given within the complete running program. This module basically deals with the validation of different entries done during resume building process. This module deals with the discrepancies such as incorrect e-mail, date of birth, address, phone number, amount mode, Cheque number, bank name, credit card number etc in the profile making process and payment process. This module specially integrated with the different pages and forms checks all the given description given in the form by the user to make the system robust, reliable and error free. To finally deal with the any wrong entries being done by the user it validates as well as suggests for correct input.

10: RESPONSE MASTER

Customer Support Emails

  • Email address   support@navisite.com
  • Replies of emails after consulting the related specialty team
  • Follow-up calls/emails wherever needed
  • Diverting cases to concern departments/divisions

The administrators use the response master specially. Basically the use of this module is to help the administrator to response any customer according to his trouble ticket. If the administrator find any suitable solution, they can response to any customer and also can contact those person through this response master.

11. TROUBLE TICKETS

This module is specially meant for customers to get help from the customer care. Trouble ticket forms are filled by the customers; they get notification no. or trouble ticket no. Now when the customer contact or call in the call centre they are asked for their trouble ticket no..As the customer give his tt.no., He get the response or get the duration under which  he will get the response.


12. MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF

  • Basic Information
  • Customer Queries
  • Lead Generation
  • Debit Cards
  • Complaints
  • Ticket number generation

Process Logic for Each Module:

In the first module, validity of password is checked against a particular user.

In the second module, whenever a new entity is entered it should be checked for the duplicate data.

In the third and fourth module, just like the first module it should have the proper checks for every entity being modified or updated.

In the fifth and sixth module, again the validation checks are made and the different reports are generated to ease the business processes and decision making.


Report Generation

‘Crystal Reports’ is a popular third party package that is included with ASP.NET, which allows you to create reports for your application. The package consists of a designer – where you can design and test the reports, Crystal Reports API calls and Crystal Report Viewer control. The reports generated by the administrator are

v  Users Details

v  Calls Details

v  Details of the Trouble Tickets Generated by the customers.

v  Details of the  Tickets Solved

v  Feedback Reports

v  Customer Details.

7. TOOLS / PLATFORM, HARDWARE AND SOFTWARE REQUIREMENT SPECIFICATION

HARDWARE:

Processor                        :       Pentium 2.4 GHz or above

Memory                           :       256 MB RAM or above

Cache Memory                :       128 KB or above

Printer                            :       Laser Printer

Pen Drive                         :       5 GB

SOFTWARE:

Operating System            :       Windows XP (Professional).

Font-End Tool                 :       ASP.NET

Back-End                        :       SQL Server 2000

.NET FRAMEWORK

Advantages of the .NET Framework

  • Some advantages of the .NET Framework are:
    • Consistent programming model
    • Multi-platform applications
    • Multi-language integration
    • Automatic resource management
    • Ease of deployment

Security

  • Evidence-based security (authentication)
  • Based on user identity and code identity
  • Configurable policies
  • Imperative and declarative interfaces


SQL SERVER

Microsoft SQL Server is an application used to create computer databases for the Microsoft Windows family of server operating systems. It provides an environment used to generate databases that can be accessed from workstations, the web, or other media such as a personal digital assistant (PDA). Microsoft SQL Server is probably the most accessible and the most documented enterprise database environment right now. This also means that you can learn it a little quicker than most other database environments on the market.

v  The project is based on multi-tier architecture where the application is divided into three logical constituents-

  1. User Services – Provide services such as user interface. (Asp.Net, C# application in this case).
  2. Customer Business services – Implement business rules as per the requirement of the customer query
  3. Data Services – Provide handling and validation of data. (SQL-SERVER in this case). Example case number, customer organization number, core team specialty code, engineer code and alias etc.
Client end
Business Logic
Data Repository

Software requirements:- .Net is used for front end application (ASP.NET, C#, AJAX, JAVA-SCRIPT, J-QUERY and CSS.)
8. SECURITY AND VALIDATION CHECKS

Software’s Vulnerability to Attack

Software development is not yet a science or a rigorous discipline, and the development process by and large is not controlled to minimize the vulnerabilities that attackers exploit.

The security of software is threatened at various points throughout its life cycle, both by inadvertent and intentional choices and actions taken by “insiders”—individuals closely affiliated with the organization that is producing, deploying, operating, or maintaining the software, and thus trusted by that organization—and by “outsiders” who have no affiliation with the organization. The software’s security can be threatened

  • During its development: A developer may corrupt the softwareintentionally or unintentionallyin ways that will compromise the software’s dependability and trustworthiness when it is operational.
  • During its deployment (distribution and installation): If those responsible for distributing the software fail to tamperproof the software before shipping or uploading, or transmit it over easily intercepted communications channels, they leave the software vulnerable to intentional or unintentional corruption. Similarly, if the software’s installer fails to “lock down” the host platform, or configures the software insecurely, the software is left vulnerable to access by attackers.
  • During its operation: Once COTS and open source software has gone operational, vulnerabilities may be discovered and publicized; unless security patches and updates are applied and newer supported versions (from which the root causes of vulnerabilities have been eliminated) are adopted, such software will become increasingly vulnerable. Non-commercial software and open source software (OSS) may also be vulnerable, especially as it may manifest untrustworthy behaviors over time due to changes in its environment that stress the software in ways that were not anticipated and simulated during its testing.
  • During its sustainment: If those responsible for addressing discovered vulnerabilities in released software fail to issue patches or updates in a timely manner, or fail to seek out and eliminate the root causes of the vulnerabilities to prevent their perpetuation in future releases of the software, the software will become increasingly vulnerable to threats over time. Also, the software’s maintainer may prove to be a malicious insider, and may embed malicious code, exploitable flaws, etc., in updated versions of the code.

The Challenge of Building Secure Software:-

  1. Dependability: Dependable software executes predictably and operates correctly under all conditions, including hostile conditions, including when the software comes under attack or runs on a malicious host.
  2. Trustworthiness: Trustworthy software contains few if any vulnerabilities or weaknesses that can be intentionally exploited to subvert or sabotage the software’s dependability. In addition, to be considered trustworthy, the software must contain no malicious logic that causes it to behave in a malicious manner.

Survivability (also referred to as “Resilience”): Survivable—or resilient—software is software that is resilient enough to (1) either resist (i.e., protect itself against) or tolerate (i.e., continue operating dependably in spite of) most known attacks plus as many novel attacks as possible, and (2) recover as quickly as possible, and with as little damage as possible, from those attacks that it can neither resist nor tolerate


9. FUTURE SCOPE OF THE PROJECT

Like all other systems this system will remain feasible in the long run only if it provides the solutions to the current and future needs of the LG Customer Care centers and must be up to date as per the requirement of the Customer Care, it should evolve continually so as to incorporate the necessary changes.

  1. Currently it is intended to be running on ASP.Net; I am updating it so that it can have more subjects so that everybody having different knowledge can test his/her capabilities.
  2. CCMS on Mobile phone is one of the upcoming ideas to upgrade this software. C# is compatible with WML used in mobile programming using XML and ASP.
  3. The project can also be upgraded to run on networking protocols.
  4. Compatible with .Net plate-form to easily handle with other MS Programming Language.

.NET APPLICATION

ASP/XML

WML

(Database Management System)


  1. 10. Conclusion

This project is designed to meet the requirements of LG Customer Care Service Management System. It will be developed in ASP.Net, keeping in mind the specifications of the system.

For designing the system we have used simple data flow diagrams.

Overall the project teaches us the essential skills like:

q  Using system analysis and design techniques like data flow diagram in designing the system.

q  Understanding the database handling and query processing


  1. 11. Bibliography

  1. Complete References in C#, BPB publications
  2. Using SQL-SERVER 2000, Microsoft publication
  3. SQL-SERVER 2000 BPB publication

4.   C# and ASP.NET Projects book, BPB Publications

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