E- Support Services

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Abstract

E- Support Services is customer care management system. It is so called as Help Desk System because it tries to solve all the HD (helpdesk) problems, which are coming from the users. E- Support Services will take care of every request coming from their users and try to solve and produce the solution of the particular request. E- Support Services also will store the responses for the future use.

E- Support Services contains six main members who play very important role in this Help Desk System. They include super user, level1 administrator, level2 administrator, level3 administrator, corporate client user and corporate user (or end-user).

Super user is the chief head of the organization that assigns first level, second level, and third level administrators. The super user is responsible for all the three level administrators including the corporate clients. The Super user is the sole person who is responsible for creating categories, modules and the support team.

Super user creates new categories only if HD problems don’t belong to those categories present in Customer Support Services and similarly with the creation of modules. When the super user creates new categories and modules he will label these categories and modules as levels and appoint one administrator for each of them. When the super user gets the HD problem as request he can modify the request or can answer it by sending solution to the level3 or the support team who is responsible for messaging the response or the solution to the end-user (corporate user).

Corporate client is the one who buys Customer Support Servicesproduct for his business purpose. He can create corporate users for his product. Corporate user is the one who has to register himself to the corporate client before he submits the HD problems to the super user and corporate user is the actual end-user of the product or service.

Corporate user will register to the corporate client and corporate client sends all the registration details to the super user, and after the registration the end-user will submit the HD problems to the super user. When the super user gets the HD problems he will check the details of the end-user and send the responses to the support team who will message the responses to the corporate users.

E- Support Services is very useful for the corporate clients who want their business to extend worldwide i.e., by keeping contact and good relation with the corporate users who buy their products. The corporate clients who buy E- Support Services for their business can know what are the various problems of their product which are coming from their users so that they improve their products to the user needs. Any user who knows a little about of the computer can handle I-Support.

The entire system is divided into 3 major modules

  1. User module
  2. Super User module
  3. Administration module

User Module

In this module user can register themselves to the E-Support Services if they are new users, otherwise they can login directly and can then post their queries to I-Support or e-desk. First user has to register with corporate client. In order to send request the end-user has to login and the login details are stored in the database maintained by E-Support Services system.  Database checks the details of the user, if he is valid then allows the user to access the help desk system.

Super User module 

In this module Super user is the chief head of the Organization who assigns 1st level and 3rd level administrators. The super user is responsible for all the three levels administrators including the corporate clients. The super user is the sole person who is responsible for creating categories, modules and support team.

Super User will take all the registration details of the Corporate Users so as to check with the queries which in turn consist of the query and also the userid.

Super user  has the right to remove any level  or add any level and also responsible for creating modules and categories .

Administration module

Depending upon categories and modules created by super user the three levels are allotted. They are three types of administrator:

 Existing System

Present system is manual. The Project Metrics has to enter all the details of project, documents, and tasks. It also maintenance the team information and also efforts estimation. For this purpose the organization maintain the size of the document, source code and update the information about team member’s details   manually. Which is much of time consuming process and more importantly it is error prone. Limitations Of the Manual system

  1. It is time consuming
  2. It leads to error prone results
  3. It consumes lot of manpower to better results
  4. It lacks of data security
  5. Retrieval of data takes lot of time
  6. Percentage of accuracy is less
  7. Reports take time to produce

Hence Computerization of the existing system is proposed. The new system completely removes all manual burdens and provide efficient on the entry system.

Proposed system

  Objectives Of the Proposed System

  1. To generate the quick reports
  2. To make accuracy and efficient calculations
  3. To provide proper information briefly
  4. To provide data security
  5. To provide huge maintenance of records
  6. Flexibility of transactions can be completed in time

After understanding the existing system and understanding the need for developing a new system different people involved in the related activities have been consulted. The data needed for the study has been collected from company records.

The computerization of this system would avoid the wrong interpretation and bad calculation of data .The system help the user to see any documents, source code, tasks, activities, team information with details at the click of a button. The record data is maintained and backed up such a way that data is not loss. The speed of the system could also increased.

H/W AND S/W  SPECIFICATION

SOFTWARE CONFIGURATION

OPERATING PLATFORM    :        WINDOWS 2000/NT/XP

RDBMS                                     :        SQLSERVER 2000

SOFTWARE                     :        VS.NET 2003

FRONT END TOOL           :        ASP.NET

HARDWARE CONFIGURATION

RAM                                :        128MB

HARD DISK                     :        MINIMUM 20 GB

Click here to download E- Support Services source code