SunSystems' Accountancy Software requires a high level of Customer Service
- the solution was to design and build a website Knowledgebase. A further
task was to measure the level of customer satisfaction - this was done
by developing software to automatically generate customer surveys.
Many
of the Knowledgebase questions & answers were already set up in a Microsoft
SQL Server database (from a legacy "Pivotal Customer Hub" system).
The task was to provide web pages to perform basic searches and advanced
searches for key words and phrases as well as the various software packages
and versions. It was a prerequisite that the Pivotal system and Cold Fusion infrastructure should remain a key part of the system.
Subsequently a customer survey generator was built which was able to detect
Customer queries or issues that had been dealt with that day - and automatically e-mail
a generated web-survey in an attempt to gauge customer satisfaction. Private web interfaces
were also built for SunSystem's staff to view the survey results and the Knowledgebase
page-hit statistics.
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Many
of the Knowledgebase questions & answers were already set up in a Microsoft
SQL Server database (from a legacy "Pivotal Customer Hub" system).
The task was to provide web pages to perform basic searches and advanced
searches for key words and phrases as well as the various software packages
and versions. It was a prerequisite that the Pivotal system and Cold Fusion infrastructure should remain a key part of the system.