Credit Card Complaints Portal : User Manual

MIS, VGSOM

Credit Card Complaints Portal

User Manual

Course Submission for:

Management Information Systems, Class of 2010

Vinod Gupta School of Management, IIT Kharagpur

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Document Version: 1.0

Release Date: 19th April 2010

This document is a mandatory submission for the completion of the second semester of the
MBA program at the Vinod Gupta School of Management, IIT Kharagpur. All data in this
document is based on an application created on the web based IDE, ZOHO, which can be found
here: http://creator.zoho.com/deadsixix/creditcardcomplaintsredressal/#

Table of Contents

Customer Complaint Logging:

User Complaint Form Overview: 3

Fields and Data types: 4

Associated processes: 5

Employee Complaint Resolution:

Complaint Redressal Overview: 6

Fields and Data types: 7

Associated processes: 8

Complaint Records:

Complaint Repository Overview: 9

Fields, Data types and Associated processes: 10

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Notes:

The application has no security features implemented yet. Also, since it’s a ZOHO based
application, functionality is limited, and we had to work with what we had. Public applications
have been disabled by ZOHO so as of now only ZOHO users can access the application, or
people who have been authorized explicitly by the creator through their email id’s.

Also, all forms and views are visible to all users at all times, which is highly unlikely for a
sensitive application dealing with Credit Card details, but for the purview of showcasing what
can be done with ZOHO and demonstrating basic program development prowess, this much
shall suffice.

Instead of listing all the reports in the tab for supervisors, we have chosen to have just a count
shown, and the number of pending cases along with respective categories of complaints. This
looks to be more efficient, because the supervisor needs the complete picture at a glance, and
if he or she wishes for it, the entire list of complaints can be accessed via the views. Also, since
listing each individual record was omitted, so was the time stamp associated with them.
Instead, what we have is a single page listing of all the complaints that have been registered.

ZOHO does not allow the removal of the Submit and Reset button yet, so they are redundant
on the Complaints Repository form. All the fields have been disabled, and are only meant to
display the numbers, user cannot edit them. Also, if Pending problem count for any section
goes over 5, a warning mail is generated to the section owner.

For this application, we have assigned Each of the four Complaint categories, Billing, Address,
Theft and Credit to one member, and the mailers are sent out to them respectively. The mail
function works well, and a copy of the mail is sent to both the process owner and the user that
is logged in.

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

User Complaints Form:

The user complaints form is the basic input page for a customer, and is where a customer can
enter their issues. This page is responsible for gathering user data, storing records, and
notifying the concerned department of the issue.

Upon clicking on the UserComplaintForm link, we are presented with this form:

All fields are compulsory fields, and need to be filled in with appropriate data before the form
can be submitted. For instance, the Mobile No field cannot hold more than 12 characters, and
nothing except numeric’s is accepted, or the Expiration Date field can only take dates in the
specified format.

The terms of service is a small text area which can also contain a referenced link to the EULA or
Terms Of Service Document of the organization, if need be.

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Fields and Data Types:

Field Name Data Type Description

Customer Name Text The customers name goes here

Mobile No Numbers Customers mobile number, upto a maximum of

12 digits

Email Address Email Email address of the customer, in the standard

format “yourname@domain.com”

Credit Card No Numbers The credit card number for which a complaint is
to be registered. This is a unique column.

Expiration Date Date Date of expiration of credit card. This is to verify

that the card holder can only register a complaint

Type of Complaint Dropdown Drowdown box from which the category of

Select complaint can be selected

Additional Description Text After a category has been selected from the Type
of Complaint dropdown, this box is usable

Steps for Data Entry:

 First, enter all personal details, like Customer Name, Mobile No, Email Address
 Next, enter Credit card card details like Credit Card No (without spaces) and Expiration
date (in specified format or from the date picker)
 Then, select the type of complaint that you may have from the Complaint Type
dropdown box according to the instructions provided
 Upon selecting the type of complaint, the Additional Description box shall be enabled.
Please fill in the specifics of your complaint here.
 Click on submit, this shall enter the data into our records and an email shall be sent to
user as well as the Department handling complaints

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Associated Processes:

Following is a list of processes that are carried out when we use this form:

 First, on page load, the Additional Details box is disabled so that a user can only enter
additional details after he/she has decided on the complaint type category

 After a Complaint Type is selected from the Dropdown box, the event triggers the
enabling of the Additional Details box, and the user can now enter text there.

 Once we hit the submit button, the following tasks are carried out:
1. First, a validation check is carried out on all fields. The mandatory fields are
checked for not null values, and then the fields are checked for consistency with
the specified data types. If all checks out, then a Success message is displayed to
the user confirming the addition of data to records.
2. This data is then moved to the Form view, where it is stored for the duration of
the session state, or until the user chooses to purge all data.
3. Also, upon successful submission, the data entered is matched against a set of
prefixed scripts. Depending upon the data entered and the complaint category,
an email is generated from the entered data, with the Additional Details forming
the Body, and the Customer Name, Credit Card No in the subject line of the
email. This email is sent to the administrator, the respective department handler
and a copy to the user that is logged in

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Complaint Redressal Form:

This is the second form in the Credit Card Complaint portal application, and is to be accessed by
employees for addressing the concerns raised. This application should not be visible to end
users without being prompted for a login box asking for authenticated credentials, but since we
aren’t looking into security, the frame and the options contained in it are visible to everyone.

This form can be accessed by clicking the ComplaintRedressal link from the application

Again, all fields are compulsory, and this time around, most of the fields start out disabled. Only
once you select data for a field can you proceed to the next. This insures that the user does not
miss out on some important detail.

Complaint Status decides whether the count for the Complaints Repository, the supervisor
view, is changed. Incase a complaint is closed, the count decreases, or else it remains the same.

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Fields and Data Types:

Field Name Data Type Description

Complaint Type Dropdown The type of complaint goes here. Depending on

Select the selection here, next fields get populated

Customer Name Dropdown The name of the Customer, is picked up from all
Select the complaints logged so far as a dropdown

Credit Card No Dropdown The Unique Credit Card No is picked up from all
Select the complaints logged so far as a dropdown

Action Taken Text The action taken on the complaint is to be

mentioned here. This is sent to the complainee if
the complaint is closed

Complaint Status Radio Button The status of the complaint decides how the
pending cases count is affected by submission

Steps for Data Entry:

 First, select a Complaint type from the dropdown selection. This will enable the
Customer Name field.
 Next, select a Customer Name from the options in the Dropdown. This dropdown will
only show the names of people who have already logged a complaint in the
UserComplaintForm. Selecting a name here will enable the Credit Card No field.
 Then, select the unique Credit Card No from the dropdown to identify the complaint in
isolation, and tis will enable the Action Taken text box.
 List the action taken on the complaint here, as this shall become the body of the email
sent to customer if the complaint has been closed.
 Select Open or Closed as the status of the complaint, depending on your progress with
the complaint, and thereafter move to submit. Submitting a Closed option will result in
the complaint being taken off the pending cases.
 Click on the Submit button, which shall shoot a mail to the customer in case his query
has been addressed, and update the count in the respective pending cases.

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

Associated Processes:
Following is a list of processes that are carried out when we use this form:

 First, on page load, the Customer Name, Credit Card No and Action taken boxes are
disabled so that a user can only enter these details after he/she has decided on the
complaint type category.

 After a Complaint Type is selected from the Dropdown box, the event triggers the
enabling of the Customer Name dropdown box, and the user can now select an option
here.

 After a Customer Name is selected, the Credit Card No Dropdown box is enabled, and
the user can now select a Credit Card no to uniquely identify the complaint that he/she
is addressing.

 Upon selecting a unique Credit Card No, the Action Taken text box is enabled, and the
user can mention what steps he/she has taken to address the issue

 Once we hit the submit button, the following tasks are carried out:
1. First, a validation check is carried out on all fields. The mandatory fields are
checked for not null values, and then the fields are checked for consistency with
the specified data types. If all checks out, then a Success message is displayed to
the user confirming the addition of data to records.
2. This data is then moved to the Form view, where it is stored for the duration of
the session state, or until the user chooses to purge all data.
3. Also, upon successful submission, the data entered is matched against a set of
prefixed scripts. If the Complaint Status radio button selection is on Closed, then
the pending cases count on the respective complaint type is reduced by one, and
a closure email is sent out to the Customer with Action Taken in the body.

Complaint Repository:

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

This is the third and final form in the Credit Card Complaint portal application, and is to be
accessed by supervisor only. This application should not be visible to end users or to employees
of other departments, but since we aren’t looking into security, the frame and the options
contained in it are visible to everyone. This form is not a data entry form, and is only for
viewing the total number of complaints that have been registered so far, and the status
(completed or pending) of those complaints at a glance

This form can be accessed by clicking the ComplaintRepository link from the application

Now what is unique in this form is that all the fields are disabled and are only for viewing the
status of complaints. This form has no functional use for the Submit or Reset Button but since
ZOHO does not allow us to remove these buttons yet, they are redundant.

Also, this page decides if a warning email is generated, depending on the number of pending
cases across the tab. If the number of pending cases for any vertical, namely Billing, Address,
Credit or Theft is more than 10 (which is the threshold here) then a warning mail is generated
for the Verticle employee and cc’ed to the supervisor (here, application owner).

Fields and Data Types:

Group 4 Ravinder Pal Singh Dhillon (09BM8039)
Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)
 Credit Card Complaints Portal : User Manual
MIS, VGSOM

All the fields here are Numeric fields and are disabled for users. They are only used to display
the Total number of cases and Pending Cases for each vertical, namely Billing, Address, Theft
and Credit. These fields are populated at page load itself and the Submit and Reset buttons
have no functional use in the form.

Associated Processes:
Following is a list of processes that are carried out when we use this form:

 On page load the following processes are carried out:

1. First, all the fields are disabled and greyed out.

2. Then, the form checks the data submitted on the UserComplaintForm for the
number of entries for each of Billing, Credit, Theft and Address and those
numbers then populate the respective Total Cases count.
3. Also, the form updates the Pending Cases count for each entry listed in above.
4. The form checks for the number of Closed cases as submitted on the
ComplaintRedressal form by employees working for the various departments,
and updates the Pending Cases count on the respective field.
5. This form also compares each of the Pending Cases count against a benchmark
(which is set at 10 presently) and if found to be exceeding that, a warning email
is generated and sent to both the supervisor (in this case, the application owner)
and the Employee associated with the vertical.

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)
Ambrish Mani Tiwari (09BM8006)
Naveen Gupta (09BM8033)