Customer

Support System
PROJECT CHARTER DRAFTED BY:
DEVERAL KENEY LEAD DEVELOPER
AARON HALL BUSINESS ANALYST
ANDREW STOCH TEAM MEMBER
SERGIO SICARD TEAM MEMBER

Project Details
PROJECT OUTLINE
&
PROJECT BUDGET

Customer Support System Project

Outline

Project Title: Geeks-on-Ropes Ltd. Customer

Support System
Project Start Date: July 15, 2014
Projected Finish Date: August 24, 2014
Project Manager: Sam

Budget
Informati
Primary expenses
on

Primary expenses new

software and hardware

needed to support the new
system

~Software
~Hardware

Secondary expenses
~Costs of labor

Secondary expenses costs

of labor for internal staf

Total Amount Allocated -

$250,000

Project Objectives
BUILDING A SUCCESSFUL CUSTOMER
SUPPORT SYSTEM

Project Objectives to Building a

Customer Support System
The main goal of the CSS for Geeks on Ropes is

to assist customers in planning and paying for

their expedition, including assistance with
choosing the correct expedition for their group
or individual trip.
The CSS should include support in three areas:

Technical
Customer
Self-Service

Ultimately, identifying problems at an early

stage and resolving issues before they become

problems will ensure happy customers.

Expanding on the Three Areas of

Support:
Technical - technical support should include

issues with reservations, payment, user

account set up, and general website errors.
Customer - customer support should include
questions about any of the services, advise for
group reservations, handling special
circumstances, and special requests.
Self-Service - self-service should include
various FAQs to help customers solve their
problems on their own, one section for general
help and one for tech support.

Project Success Criteria and Approach

Main Project Success Criteria: Increase the number of bookings for
adventures by 50% within the first six months which will cover the cost of
the system.
Approach:
Develop a survey for past customers to identify features that would make
booking easier and provide the needed information in the most efficient
way.
Evaluate current project management practices and documentation for
application and revision in the project.
Develop the website using an iterative approach by applying Scrum
organization and practices.
Review analysis and design work from Charlie and Suzanne to create the
product backlog and prioritize the most critical features for the site.
Determine analysis tools to measure the impact of the site including
internet traffic, increased bookings, newsletter distribution, and search
engine optimization.

Roles and Stakeholders

THE PROJECT STAKEHOLDERS
&
THE TEAM MEMBER ROLES AND EXPERTISE

The Project Stakeholders

Project Sponsors: Collette and Nigle, the

owners of the business.

Project Manager: Sam
Consultants: Charlie and Suzanne
Lead Developer: Deveral
Business Analyst: Aaron
Team Member: Sergio
Team Member: Andrew

The Team Member Roles and Their

Areas of Expertise:
Deveral Keney Lead Developer, expertise is

web development and database

management.
Aaron Hall Business Analyst, expertise is in
business analysis and software
implementation.
Andrew Stoch Team Member, expertise is in
computer information systems.
Sergio Sicard Team Member, expertise is in
computer information systems.