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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?.
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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
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 • Client creates a ticket • Solution attempted by local partner • Solution attempted by local branch • Solution attempted by central office • 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
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 • Email 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