Design And Implementation Of Case Management System In DELL Call Center

With the business growing in Great China, DELL faces to the pressure upon its technical support center which provides after-point-of-sale services to customers by phone. What the evident problem has been rising up by increasing incoming call volume and unstable predictability of daily peak hours, is that daily customer cases become spilling, which make further complicated to be managed while using the manual recording and distributing model is unable to meet business requirements.To shoot the aim of sustaining high level service quality and customer experience, we pay attention to the development of a service cases management system, which is to design and implement the case collection and classification in a top priority, in order to manage time reasonably and control the through rate of call center.According to the research in this thesis, it is suitable for using computer to distribute and manage the large and complex cases, not only with the convenient register and distribution, rapidly query and modify, but also the high efficiency and accuracy. It will be fully meet the regular job requirements of call center and will improve the quality of work, as well enhance the customer satisfaction with the reasonable resource allocation. Resources can be adjusted at any time according to the number of cases assigned, which is able to reduce the abandon rate of call center effectively. This thesis contains contents researched as below:(1) Improve design efficiently and save cost based on requirement analysis;(2) The system has the functions as below: Customer Management, TS Management, Case Management, Case Search and Case Statistic;(3) Reduce abundant rate of call center and solve issues conveniently.Following the software engineering idea and process, this thesis describes how todesign and develop the Case Management System in Dell Call Center from various perspectives, including requirement analysis, framework and database design, developmental environment configuration, testing, and other aspects of programming, then finally lays out the integration and deployment scheme of the whole system.