CUSTOMER RELATIONSHIP AND MANAGEMENT

BSIT 4106 05A Dasas, May Ann M. Project Manager Gargar, Lolet G. Business Analyst Jimenez, Edison N. System Analyst Ladia, Victor Oliver D. Lead Programmer Bolor, Mary Jane P. Document Specialist

What the system does as a whole?

Generating reports of activities of the agents within the system. Recording of Clients preferences. Receiving of inbound calls from the clients(complaints, FAQs, inquiries, promos, etc.) Sending of notifications through SMS and email via phone. Monitoring of agents in every departments. Barging of calls (QA). Serve as a front liner of all the operation

subsystems(Flight and Engineering, Flight Reservation, HTC Reservation, Marketing).

Transactions Covered Receiving and barging calls. Sending of Notification via SMS. Monitoring of Agents activities. Tracking of Agent assigned on each department.

Queries List of Inbound calls - Inquire - FAQs - Feedback - Suggestions List of Outbound calls -Cancelation of flight.

Reports List of Agents reports List of Agents activities List of Calls (inquiries, FAQs, complaints)

Special Technology Email and SMS notification. Barging of calls.

Major differences to the other system Tracking and monitoring of calls Quality Assurance for Clients.

Integrated with other system

Solution Architecture

System Layout

Workflow

GANTT CHART TIMELINE

Gantt Chart

Activity
1st 2nd

November

December

January

February

March

3rd

4th

1st

2nd

3rd

4th

1st

2nd

3rd

4th

1st

2nd

3rd

4th

1st

2nd

Starting of Classes
Class orientation PS1 Project review Discussion of chapter 3.2 Identify group members roles Consultation meeting with PS2 instructor Submission of chapter 3.2 Discussion of chapter 4 Submission of requirements from 1-4 Preliminary examination Consultation meeting Submission of progress report Revised chapter 3.2 should be submitted Consultation meeting Weekly submission of progress report Consultation meeting (group) Submission of chapter 4 Consultation meeting (group) Presentation of initial system (internal) Midterm examination Weekly submission of progress report Discussion of chapter 5 & 6 Submission of revised system Consultation meeting (group) WEEKLY SUBMISSION OF PROGRESS REPORT Mock defense of each group by the IT faculty Pre-final examination Submission of chapter 5 & 6 Consultation meeting (group) Submission of final progress report and system Final defense Submission of project documents and systems Re-defense Submission of project documents and systems of re-defense team Final exam