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Architecture and Design of Customer Support System using Microsoft .NET technologies

Design and develop a modern Customer Support System architecture and functionality using Microsoft .NET Framework to address identified issues like lacking multi-language support, poor CRM integration, and limited web functionality. The system caters to a multi-tier organization structure with services for clients, partners, branches, central office, and developers. The architecture includes Application Server, Thin Client, and Functional Objects with standard and specific functionalities. Technologies utilized comprise Microsoft .NET Framework, ADO.NET, Windows Forms, ASP.NET, and more. Ideal for multinational companies seeking robust customer support solutions. Thank you for your attention!

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Architecture and Design of Customer Support System using Microsoft .NET technologies

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  1. Architecture and Design of Customer Support System using Microsoft .NET technologies Nikolay Pavlov Asen Rahnev

  2. Project Goals Design and develop: • Architecture • Functionality • Electronic services of a Customer Support System, based on Microsoft .NET Framework

  3. Why?

  4. Problems Identified • Support of horizontal company structure only. • No or insufficient multi-language support. • Insufficient integration with existing office packages. • Insufficient functionality for Customer Relation Management (CRM), or lack of integration with third-party CRM systems. • Cannot operate in a distributed environment, for example - over the Internet. • Do not support built-in declarations of hours and costs.

  5. Organization Structure • Central office (management) • Branches • Partners • Development • Clients

  6. Problem Lifecycle • Client creates a ticket • Solution attempted by local partner • Solution attempted by local branch • Solution attempted by central office • Ticket is solved by development

  7. Services For clients • Create tickets • Add information, attach documents • Review tickets status • Browse knowledge base • Review release notes for updates and new versions, download updates

  8. Services, cont. For local partners • Browse incoming tickets • Offer solutions • Escalate tickets to higher level of support • Overview ticket progress • CRM, agenda, visit reports • Access to knowledge base

  9. Services , cont. For local branches • All local partner services • Monitor performance of partners • Provide translations of tickets

  10. Services , cont. For central office • All local branches services • Assign tickets to development, manage development • Monitor performance of all levels • Provide translations of tickets • Administration

  11. Services , cont. For developers • Browse incoming tickets • Discuss development • Report development

  12. Services , cont. System services • Alarm against stalled tickets • Automatic escalation of tickets • Automatic requests for translations

  13. Architecture

  14. Four-Tier Model Application Server: • Infrastructure Services • Security • Software Updates and Maintenance Application Thin Client • Common User Interface • Execution Environment for functional objects

  15. Four-Tier Model Functional Objects: • Business Logic • General Application Functionality

  16. Development Proprietary Software Framework • Standard Functional Objects • Specific Functional Objects • Application Dictionary

  17. Standard Functional Objects • Data overview, searching, filters • Data modification • Reporting Services • Integration with Microsoft Office • Document Management • Security Administration

  18. Specific Functional Objects • Translations • Email Messaging and Notification • Data-exchange with third-party CRM software

  19. Technologies • Microsoft .NET Framework • ADO.NET • Remoting • Windows Forms • ASP.NET • Web services • Microsoft SQL Server 2000 • Microsoft Internet Information Services

  20. Application Used by multi-national companies, based in the Netherlands

  21. Thank you for your attention!

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