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Enhancing Customer Service with Client Complaint Management System (CCMS)

Develop a system for Zettasoft Sdn Bhd to streamline complaints management, reduce costs, and improve service quality for clients by replacing manual processes with an efficient online solution. Explore methodology, benefits, and online/offline functionalities.

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Enhancing Customer Service with Client Complaint Management System (CCMS)

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  1. Practicum Project Presentation

  2. Clients Complaint Management System (CCMS) Prepared By: FitriHusaini Bin Razali (S123073) Date: 30 May 2011

  3. Organization Background ZettasoftSdnBhd (“Zettasoft”) was established in August 1997 to provide technical expertise and advisory work in computer programming with a specialty in delivery of secure communication, collaboration and business applications with integrated workflow and messaging through Intranet / Internet system. The Company’s main expertise, programming and development tool is based on the technology developed by IBM Lotus Domino, Microsoft Visual Basic and open source development tool. Providing LAN and WAN solution, information technology consultancy, system integration, training, and distribution of IT peripherals.

  4. Organization Background.. [Source: Zettasoft’s Company Profile 2011 ] • Vision: • To become one of national and internationally successful and renown bumiputra IT company with high technology knowledgeable based on positive spiritual and morale value. • Mission: • Always provide the best products and services quality to customers while creating innovative, high technology and knowledgeable team members.

  5. Introduction of Project • My supervisor Mr. MohdAzhar require me to create a system called Client Complaint Management System (CCMS), or in Malay called SistemPengurusanAduanPelanggan (SPAP). • This system is create for ZettasoftSdn Bhd. • This system which able to receive, save, and manage the complaints that made by user or client that have the business with the Zettasoft. • This system also which able to work online and offline.

  6. Time Cost: • Staff in charge for the complaint available • during office hour. • Process to settle the complaint during office hour. • Money Cost: • User / clients are charged for calling bill or transport petrol. Problem Statement • Unsystematically Manage Complaint: • Record in hard copy easy to lost. • Complaint save / placed unsystematic Findings

  7. Objective of the project • To come up with recommendation on how to manage the complaints in systematic way. • To create and design the system as a solution to replace the manually record complaint by the company. • To make company’s clients or customers easy and reduce cost to make complaints through an efficient way. • To make company’s staff receive and record any complaints systematically.

  8. Staff #1 User of the system Clients/Customer Scope of the project #2

  9. Methodology • Extremeprogramming (XP) Model. • XP Rules: • Planning • Managing • Designing • Coding • Testing [Source: http://www.extremeprogramming.org/rules.html, 2011 ]

  10. 1 2 3 Systematic • Time Cost • Money Cost • Complaint record/save efficiently Project significant Reduce Cost Reduce Human Error • Manage complaints

  11. Conclusion • Client Complaint Management System (CCMS) will help the company to manage the complaint more systematically. • It will help the clients or the customers of the company to give complaint or to report about the services or the products more efficient. • It also will reduce the cost for both parties.

  12. Show Time SYSTEM DEMO [URL: http://webserver/fitri/projek/, 2011 ]

  13. Thank You!

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