CUSTOMER RELATIONSHIP AND MANAGEMENT

1. CUSTOMER RELATIONSHIP AND MANAGEMENT BSIT 4106 – 05A Dasas, May Ann M. – Project Manager Gargar, Lolet G. – Business Analyst Jimenez, Edison N. – System Analyst Ladia, Victor Oliver D. – Lead Programmer Bolor, Mary Jane P. – Document Specialist

2. What the system does as a whole? • Generating reports of activities of the agents within the system. • Recording of Clients preferences. • Receiving of inbound calls from the clients(complaints, FAQ’s, inquiries, promos, etc.) • Sending of notifications through SMS and email via phone. • Monitoring of agents in every departments. • Barging of calls (QA). • Serve as a front liner of all the operation subsystems(Flight and Engineering, Flight Reservation, HTC Reservation, Marketing).

3. Transactions Covered • Receiving and barging calls. • Sending of Notification via SMS. • Monitoring of Agent’s activities. • Tracking of Agent assigned on each department. Queries • List of Inbound calls - Inquire - FAQ’s - Feedback - Suggestions • List of Outbound calls -Cancelation of flight.

4. Reports • List of Agents reports • List of Agents activities • List of Calls (inquiries, FAQ’s, complaints) Special Technology • Email and SMS notification. • Barging of calls. • Major differences to the other system • Tracking and monitoring of calls • Quality Assurance for Clients.

5. Integrated with other system

6. Solution Architecture

7. System Layout

8. Workflow

9. GANTT CHART TIMELINE .