Tuesday, 21 February 2017

Design And Implementation Of An Online Customer Service System Using Sms Technology

The Online Customer Service System can be used by a telecommunication company to provide online support to its customers. This may include questions about their services or even complaints the customers may have. This system focuses on receiving the complaints from the customers and distributing complaints to the customer representatives solving complaints based on some constraints solved complaints are visible by the customer in order to provide solution to repeated complaints.
A system is designed to provide effective interaction of user complaint or customer care service. This is achieved by designing a database for storing user complaint into categories and corresponding response. SMS technology was incorporated into the system in order to provide real time response to user. The result obtained shows the efficiency of the system in achieving real time customer service. It is recommended that such system should be encouraged as part of enterprises customer service in order to render satisfactory service to customer.

Title Page
Table of Contents

1.0 Preamble
1.1 Background of the research
1.2 Statement of the problem
1.3 Aim and Objectives
1.4 Methodology
1.5 The Scope of Study
1.6 Expected Contribution to Knowledge

2.1  Review of Related Literature
2.1.1 Automated Customer Service
2.1.2 Customer Relation Management
2.1.3 Benefits Customer Relation Management
2.1.4 Challenges Faced by Customer Relation Management
2.1.5 Business Reputation
2.1.6 Security Concerns
2.2    Historical of Short Message Service (SMS)
2.2.1 Text Messaging Outside GSM
2.2.2 Short Message Service Today
2.2.3 Global System Mobile (GSM)
2.2.4 Implementation of SMS in Customer Service System
2.2.5 GSM Modem
2.2.6 Message Server 
3.0 Preamble
3.1 Research Methodology
3.2 Data Description
3.3 Input Specification
3.4 Output Specification
3.5 System Flowchart
3.6.1 Use Case Diagram
3.6.2 Class Diagram
3.6.3 Activity Diagram
3.7 Software and Hardware Requirements
3.7.1 Software Requirements
3.7.2 Hardware Requirements
3.8 Choice of Programming Language

4.0  Preamble
4.1  System Testing and Evaluation
4.2  System Implementation
4.3  System Monitoring and Maintenance
4.4  Documentation of the new system

5.0 Introduction
5.1 Summary
5.2 Conclusion
5.3 Recommendation

This chapter focuses on analyzing the problem statement which is to outline the current problem affecting the system. The scope of the project is also discussed in this chapter. The scope shows the solutions to the problems in the problem statement. The aim that is what the researchers want to achieve is also discussed, as well as the importance of designing the system is discussed.
Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a variety of customer facing occupations, primarily in call centers and stores.
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.
Some companies have argued that the quality and level of customer service has decrease in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, organizations such as Shoprite have employed a variety of methods to improve their customer satisfaction levels, and other Key Performance Indicator (KPIs). 

Performance Indicator or Key Performance Indicator (KPI) is an industry jargon term for a type of Measure of Performance. KPIs are commonly used by an organization to evaluate its success of a particular activity in which it is engaged. Sometimes success is defined in terms of making progress toward strategic goals, but often, success is simply the repeated achievement of some level of operational goal (zero defects, 10/10 customer satisfaction etc.). 

Shoprite, for instance, measure the performance of her customers based on the use of their services (i.e. Platinum Gold; customers who use more than 100,000 to purchase, Silver; customer who use between 50,000 and 100,000 to purchase, Bronze; customer who use between 20,000 and 50,000 to purchase and Standard; customers who use below 10,000). This grading will help determine the level a customer will be placed and shows how the business is improving in terms of selling their services to these users.
Accordingly, choosing the right KPIs is reliant upon having good understanding of what is important to the organization. ‘What is important’ often depends on the department measuring the performance – the KPIs useful to a Finance Team will be quiet different to the KPIs assigned to the sales force, for example. Because of the need to develop a good understanding of what is important, performance indicator selection is often closely associated with the use of various techniques to assess the present state of the business, and its key activities. These assessments often lead to the identification of potential improvements; and as a consequence, performance indicators are routinely associated with ‘performance improvement’ initiatives.
Good customer service is the lifeblood of any business. We can offer promotions and slash prices to bring in as many new customers as we want, but unless we can get some of those customers to come back, our business won’t be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about our business along to others, who may then try the product or service we offer for themselves and in their turn become repeat customers.

If we are a good salesperson, we can sell anything to anyone once. But it will be our approach to customer service that determines whether or not we will ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. This, however, forms the basis of this research.
The main purpose of this project is to improve customer service there by efficiently deploying web resources to customers where they lay their complaints and would be solved by a Customer Representative. This project work has the following objectives
·  An interface will be design for customers services using Hypertext markup Language(HTML) and Cascaded Style Sheet (CSS) for the Front End
·  MySQL will be used as Database Platform to implement the designed                                         database.
·  To allow delivery of response using SMS, an SMS technology will be incorporated into the customer service system using an SMS server that will be used to archive the connection between the Customer Service System and the Mobile phones.
The scope of the system essentially reviews the functional and non-functional requirements of the system which will help in attacking the problems which are stated in the problem statement. The main purpose for developing this system is to design an online integrated Customer Service System can be used by a telecommunication company to provide online support to its customers.
·      Efficient customer Relation Service.
·      Short time response to customer complaints.
·      Reduced queue in Walk-in center.
·      Improved interaction among customers to share common problems.
·      Identifying major problems faced by customers.                       

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