TIP Final Report Mba.tech (IT) 136

8/12/2019 TIP Final Report Mba.tech (IT) 136

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TIP Final Report 2013

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Cover Page SVKMs Narsee Monjee

Mukesh Patel School of TechnologyManagement and Engineering

A REPORTON

Developing a Customer RelationshipManagement System (CRM)

By:Tejas Shah

MBA (Tech) Information TechnologyRoll No. : 136

IXth Trimester, Batch of 2015

Based on the Technical Internship undertaken in

Edelweiss Tokio Life Insurance Company Ltd.


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A REPORTON

Developing a Customer RelationshipManagement System (CRM)

By:Tejas Shah

MBA (Tech) Information TechnologyRoll No. : 136

IXth Trimester, Batch of 2015

A Project Report submitted in partial fulfillment of the requirements of 5years integrated MBA Tech Program of Mukesh Patel School of TechnologyManagement and Engineering, NMIMS University.

Distribution List:

Mr. Bhavin Shah Indrani SenguptaSenior Manager (WebSales), (Faculty Mentor)Edelweiss Tokio Life Insurance Company Ltd.(Industry Mentor)


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SVKMs NMIMS (Deemed -to-be University)

Mukesh Patel School of Technology Management & Engineering

Vile Parle (W), Mumbai - 400 056.

TECHNICAL INTERNSHIP REPORT IX TRIMESTER MBA (TECH)

Submitted in Partial Fulfillment of the requirements for Technical Project/Training for IXTrimester MBA (Tech).

Name of the Student :

Roll No.: & Batch :

Academic Year:

Name of the Discipline:

Name and Address of the Company:

TIP Completion Certificate

Training Period: From To

THIS IS TO CERTIFY THAT

Mr./Ms._______________________________________________________________________

Exam Seat No. has Satisfactorily Completed his/her Training/Project Work,submitted the training report and appeared for the Presentation & Viva as required.

External Examiner Internal Examiner Head of Dept. Chairperson/Dean

Date:

Place:

Seal of the University


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Acknowledgements

TIP at Edelweiss Tokio Life Insurance Company Ltd. (ETLife) was one of the mostamazing and worthwhile experience for me. Being my 1 st Professional experience at theindustry, I used to think it would be quite a tiring task and a boring one to work in a company,but totally proving me wrong the environment in the work area was never so boring. In factworking with so many wonderful people in the organization, it was indeed a smooth journey tillthe end.

First and foremost, I would sincerely like to thank Mr. Bhavin Shah (Sr. Manager) forbeing an ideal mentor; helpful, motivating and inspirational. He always being there to supporttechnically as well logically coming up with unique ideas to work things around.

I would also like to thank Mr. Avadhoot Puranik (Operational Manager) for helping usout logically so we can practically implement new functionalities into our System, Mr. SwapnilMore (Project Manager) and Mr. Nelson Dmonte, under whom I got to learn so many newthings which I never thought I would be able to do .Helping me to understand what the workingof the existing system was and what we wished to implement into our new System.

The entire Team of WebSales of which I was a part has helped me grow my skills inevery possible ways. The time I spent at the organization was the best Learning Phase of my lifeand would love to work with such a time if given opportunity in future.

I would also like to thank Ms. Indrani Sengupta , my faculty supervisor for her supportand encouragement.

Finally I would like to thank ETLife for giving me such a wonderful opportunity towork under its WebSales department and making this Internship a memorable one. I am reallygrateful to have been associated with Edelweiss Tokio Life Insurance Company Ltd.


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Table of Contents

Cover Page ..................................................................................................................................................... I

TIP Completion Certificate ........................................................................................................................... III

Acknowledgements ...................................................................................................................................... IV

List of Illustrations ........................................................................................................................................ VI

1. Abstract ................................................................................................................................................. 1

2. About Edelweiss Tokio Life Insurance ................................................................................................... 2

3. Introduction .......................................................................................................................................... 3

3.1 Purpose, Scope and Limitations .................................................................................................... 3

3.2 Sources and Methods ................................................................................................................... 4

4. Industrial Analysis ................................................................................................................................. 5

5. Pre-Development Analysis .................................................................................................................... 9

5.1 Features and Functionality Analysis.............................................................................................. 9

5.2 Technical Analysis ....................................................................................................................... 10

5.3 System Requirements ................................................................................................................. 11

5.4 Business Analysis ............................................................................................................................... 116. Developing BOSS CRM System ............................................................................................................ 13

6.1 Login Module .............................................................................................................................. 15

6.2 Dashboard Module ..................................................................................................................... 17

6.3 Notifications Module .................................................................................................................. 23

6.4 New Business Module ................................................................................................................. 26

6.4.1 Download Documents ......................................................................................................... 26

6.4.2 Additional Info..................................................................................................................... 27

6.4.3 Email Dashboard ................................................................................................................. 29

6.4.4 Admin Override ................................................................................................................... 32

6.4.5 Customer 360 Degree ......................................................................................................... 33

6.5 Ticket Module ............................................................................................................................. 39

6.6 Feedback Module ........................................................................................................................ 45


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6.7 User Info Module ........................................................................................................................ 46

6.8 Partners Module ......................................................................................................................... 48

7.0 Database Development......................................................................................................................... 52

8.0 Conclusion ............................................................................................................................................. 549. References .............................................................................................................................................. 55


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List of Illustrations

Figure 1 : Rapid Application Development Model ........................................................................................ 4Figure 2 : Overall Process of Policy Issuance ................................................................................................ 5Figure 3 : The WebSales Platform ................................................................................................................. 6Figure 4 : Policy Issuance process at the Company's end ............................................................................. 7Figure 5 : The Prototype used prior to the new system ............................................................................... 8Figure 6 : The Online Sales Architecture ....................................................................................................... 8Figure 7 : The Login Module ....................................................................................................................... 15Figure 8 : The Login Module with Forgot Password feature ....................................................................... 16

Figure 9 : Dashboard Module with hover on Line Graph............................................................................ 17Figure 10 : Dashboard Module with hover on Bar Graph and ITD stats below .......................................... 18Figure 11 : Dashboard Module with Support Summary and To-Do Task feature ....................................... 19Figure 12 : Dashboard Module with edit To-Do Task feature .................................................................... 20Figure 13 : Dashboard Module with restricted access to user ................................................................... 21Figure 14 : Dashboard Module with the autocomplete Searchbox ............................................................ 22Figure 15 : Notification Module Latest Notificaiton view ........................................................................ 23Figure 16 : Notification Module - All unread view ...................................................................................... 24Figure 17 : NewBusiness Module - Download Documents ......................................................................... 26Figure 18 : NewBusiness Module - Additional info Medical view............................................................... 28

Figure 19 : NewBusiness Module - Additional info Non - Medical view ..................................................... 28Figure 20 : New Business - email dashboard view ...................................................................................... 29Figure 21 : New Business - Email Dashboard view ..................................................................................... 30Figure 22 : Prototype - Email Dashboard view ........................................................................................... 31Figure 23 : New Business - Admin Override ................................................................................................ 32Figure 24 : New Business - Cutomer360 Summary view ......................................................................... 33Figure 25 : New Business - Customer360 - Contact History view ............................................................... 34Figure 26 : New Business - Customer360 - Contact history view ............................................................... 35Figure 27 : New Business - Customer360 - Case History ............................................................................ 35Figure 28 : New Business - Customer360 - Personal Details view .............................................................. 36

Figure 29 : New Business - Customer360 - Product Details view ............................................................... 37Figure 30 : New Business - Customer 360 - Policy Service History view ..................................................... 38Figure 31 : New Business - Customer360 - Policy Service Modal window ................................................. 38Figure 32 : Ticket Module - Manually Add a new Ticket ............................................................................. 39Figure 33 : Ticket Module - List View .......................................................................................................... 41Figure 34 : Tickets Module - Tickets List View ............................................................................................ 42Figure 35 : Tickets Module - Ticket Mail View ............................................................................................ 43
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Figure 36 : Ticket module - merge ticket feature ....................................................................................... 44Figure 37 : Feedback Module ...................................................................................................................... 45Figure 38 : User Info Module ...................................................................................................................... 46Figure 39 : User Info Module - Add Customer view .................................................................................... 47

Figure 40 : User Info Module - Delete Customer View ............................................................................... 47Figure 41 : Partners Module ....................................................................................................................... 48Figure 42 : Partners Module - Edit Partner View ....................................................................................... 49Figure 43 : Partner's Module - Add Partner View ....................................................................................... 49Figure 44 : Partner's Module - Products View ............................................................................................ 50Figure 45 : Partner's Module - Add New Product View .............................................................................. 51Figure 46 : Oracle SQL developer ................................................................................................................ 52


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1. Abstract

Customer Relationship Management is an important aspect of Business process. ACompany would maintain its efficiency and customer loyalty if it has a well-developedCustomer Relationship Management System. In todays e -commerce competition it is reallydifficult to maintain a track of customers which buy the services online. Not only the customersare to be tracked and maintained but also the prospects or the leads who due to some reasonmay have not purchased the service or products are also to be consulted or it may result intobusiness loss as not all customers are acquainted with the e-commerce way.

This project understands the processing of the Insurance Policies at Edelweiss Tokio LifeInsurance Company Ltd .We will be focusing on the WebSales Channel of this company whichlooks after the online business of the company. The Entire process from enquiry by a client tothe issuance of policy over the internet is handled by this Channel. The Project Report wouldexplain the Processes involved in issuing a policy online in detail and the various stages it goesthrough before a complete policy is issued. It also looks after the Policies which are about tomature and need to be Renewed if the customer wishes to.

This Report describes about how the Customer Relationship Management (CRM) Systemnamed BOSS (Best Online Support System) would serve the purpose of the company tomaintain the loyalty and better relationship with the customers. The System refers a prototype

which was till now being used to maintain customer records. Using the minimal Functionalitiesdeveloped in the prototype this system enhances them and also includes more advancedfeatures which reduces the workload on the employees.

The System is such developed keeping into mind the Security features which lookup tothe confidentiality of the customers. Role Based Access is the approach taken to make thesystem secure. Using this system the employees would not have to make use of various emailclient software like outlook as all the mails would dir ectly be synched from the companys mailserver directly into this system from where the employee would be able to interact withcustomers.

This report would describe how the system was developed from scratch using varioussoftware development tools and scripting languages and how it helped reduce the manualworkload that was essential prior to this system, BOSS.


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2. About Edelweiss Tokio Life Insurance

Since its inception in 1996, Edelweiss has seamlessly grown into a large diversified

financial services organization offering businesses ranging from Credit, Capital Market, Assetmanagement, Housing Finance and Insurance.Currently, the groups net worth is in excess of INR2,800 Crores. Present across 308 offices in 140cities, the group, with over 2800 employees, andservices a client base of more than 3,50,000.

The Groups core brand philosophy, Ideas Create, Values Protect is translated into anapproach that is led by entrepreneurship and creativity, protected by intellectual rigor, researchand analysis. Edelweiss has been recognized as a Business Super brand in the year 2011 bySuper Brands India, testimony to the reputation enjoyed by the brand.

Entering the Insurance Sector by merging with the giant from Japan, Tokio MarineHoldings Inc. One of the oldest and biggest firms in this sector has interests in Life, Non-Life,

and Re-Insurance. It has been present in 427 cities across 39 countriesaround the world. The company has over 130 years of operationalhistory in Non-life Sector while it has been in Life Insurance since 1996.It has a presence in Japan, China, Singapore, Malaysia and Thailand. Ahighly respected company around the world, Tokio Marine adheres to

Japanese high standards of quality and a robust corporate governanceand risk management framework.

The Merger of these two companies led to Edelweiss Tokio Life Insurance Company Ltd.Edelweiss Tokio Life Insurance is a new generation Insurance Company, set up with a startupcapital of INR 550 Crores, thereby showing ourcommitment to building a long term sustainablebusiness focused on a consumer centric

approach. As a part of the companys corporatephilosophy of customer centricity, our productshave been developed based on our understanding of Indian customers diverse financial needsand help them through all their life stages.


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3. Introduction

3.1 Purpose, Scope and Limitations

The WebSales Channel of the company had developed a prototype with minimalfunctionalities that were used to track the customer records which included the premiumdetails, the personal details of the customer and the amount of sum insured and variousother product details that was purchased by the customer. However it was very difficult togather the required information quickly and not all features of a Customer RelationshipManagement (CRM) system were available to the employees increasing the manualworkload like viewing the documents of proof uploaded by the customer, his personaldetails, the emails to be sent to the customer as a reminder for pending documents or even

the renewals of lapse policy were to be taken care of.

The purpose of developing the BOSS (Best Online Support System) CRM system wasto make all the required information available as quick as possible and to automate thework. The main features of this system include real-time notification about the documentuploaded or payments success/failure as well as the necessary questionnaire to be filledbefore issuance of policy. It also provides daily sales statistics in graphical form as well as tilldate sales analysis. This system would provide the necessary features that the customersupport executives require while interacting with the customers. It would also have

advanced features which are only accessible to the senior management employees keepinginto mind the confidentiality of the customers.

This system would be restricted to intranet LAN network of the company along withthe access control through user login and tracking the actions performed by the executives.The scope of the system is that it only covers the customers or the leads (potentialcustomers) over the WebSales channel and limitations of this system is that it requires oneof the windows service which is also a part of this project explained later, to be functioningall day long so that it can capture all the mails and display them directly into the BOSS

System.


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3.2 Sources and Methods

The vital sources for this project include the prototype developed which was veryhelpful in understanding how the current working of the system should be as it

concentrated on the minimal n most important requirements.

Other important sources used were those available over the internet in form oftutorials and various forums were referred to develop the system of which asp.net forumand stack overflow were the often referred ones.

The method followed while developing the system was Rapid ApplicationDevelopment (RAD) due to time restraints on the project and our term as interns in the

company. We split the system into modules so the development would be quick andsmooth and then integrate the modules for testing .The idea was to develop an interface inthe prior stage as per the requirements and then to combine the interface with the backend(database) development.

The method used to develop a User Friendly and smooth interface the 5 Plane

approach of User Experience was adopted. This technique helped to create the UserInterface more quickly and efficiently in the system. The 5 plane approach included thesurface plane, skeletal plane, structure plane, scope plane and strategy plane.

Figure 1 : Rapid Application Development Model


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4. Industrial Analysis

The WebSales channel of Edelweiss Tokio Life Insurance for which this project wasdeveloped looks after the online sales of the company. The overall process that is followedfor a complete issuance of policy is described as follows:

As the customer browses the web page of the company and wishes buy any product

he is redirected to the WebSales landing page where the WebSales platform guides thecustomer to choose the appropriate amount of policy term and sum to be assured for theappropriate cause from amongst the 3 policy plans that company sells viz. Cashflow ProtectionPlan, Education plan, Protection plan and SP Endowment plan. The sales platform is developedsuch that it guides the customer to fill in the personal details, educational details, lifestyle andhealth details as well as the nominee in case appointed by the customer. In case the customerdue to any reasons is unable to complete the application and aborts the procedure he is sent anemail of incomplete application with a unique application ID using which he can complete theincomplete application whenever the customer wishes to right from the place where he left it

earlier.

Once the Customer is done with the application filling he is then asked to take aprint of application form generated by the platform and thereafter he is directed to thepayment gateway where the customer completes the payment. On successful payment the

Figure 2 : Overall Process of Policy Issuance


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customer is sent 2 emails regarding the documents of proof which are pending to be submittedand another welcome mail from the company.

Figure 3 : The WebSales Platform

Thereafter the customer is redirected to fill up a feedback form where he isquestioned about the transactional and user guidance experience. The customer can also makeany suggestions regarding the products offered by the company.


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However there is quite a lot more that happens on the companys end that thecustomer is not aware of i.e. after the customer has made the payment and before the policy iscompletely issued to the customer. Heres the details description of the process that happens inbetween these two stages.

Figure 4 : Policy Issuance process at the Company's end

This figure above shows the actual process of the policy issuance that is undertakenonce the customer has duly filled up the application form and made a payment towards thesame. Edelweiss Tokio Life (ETLife) on receiving the application form verifies the detailsprovided by the customer such as document of proof submitted by the customer and in casethe customer hasnt a reminder for the same is sent to him.

The Operations Department verifies the Bill Report for realization of payment afterwhich the Bill Receipt for the customer and the uploaded documents are sent for verificationand data entry process. In case of any Additional requirements are to be required from thecustomer or any verification is required before the final issuance of policy it is here when the

Support Executives would follow up for the requirements. Under certain circumstances thepolicy cannot be issued as the customer wished to have in terms of the sum insured or theperson to be insured a counter offer is raised to the customer.


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To manage the customer details and the documents uploaded along with the leadi.e. potential customers who have not completed the application due to any reason are trackedthrough a prototype of Customer Relationship Management System which was developed withminimal but essential functionality.

Figure 5 : The Prototype used prior to the new system

To improve this prototype and build a more efficient Customer Relationship systemwas the main purpose of this project. Since this prototype had vital feature and functionalities

which were used till now they are also implemented in the BOSS (Best Online Support System)CRM system. This CRM system would turn out to be a part of the WebSales architecture andwould be available for the service executives and other employees of the channel.

Figure 6 : The Online Sales Architecture

Landing Page (website)

WebSales Platform

Customer Relationship ManagementSystem.


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5. Pre-Development Analysis

Prior to begin with development of the system it was important to understand the

process involved in policy issuance and the current scenario about how the work was carried onbefore the development of the system and how beneficial it would post the development of thenew system. Keeping all this in mind analysis of the features and functionality available inmarket sold Customer Relationship Management Systems were observed and on basis of thatthe necessary features for our system were short listed.

5.1 Features and Functionality Analysis

Referring to the market sold Customer Relationship Systems certain features andfunctionalities that would ease the processing of the WebSales Channel were shortlisted. Alongwith these factors that were considered included the current shortcomings of the prototypethat was being used and the extra manual workload that was imposed on the employees due tolack of a Customer Relationship Management System. The functionalities and features thatwere shortlisted included:

Features FeaturesDocument Management:

Proof ManagementOther Policy Documents (Application Form)

Dashboard Management:Statistical Overview

NotificationsTo-Do Lists

Tickets Summary

Lead Management :Lead Callback and follow ups

Feedback :Feedback reports from the sales platform

Renewals:Renewal Follow up & reports

Email Management :

Reminder EmailsConfirmation EmailsLeads Management

Customer Info :Tickets Tracker

Conversation TrackerPersonal n Product Details

Tickets System :Customer Grievances management

Trackers :Pre-issuance trackerPolicy status trackerCancellation tracker

Renewals trackerCustomer/Lead tracker


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Partners Info :Records of partners and products associated

Customer 360 :Complete Customer Details with grievances

Admin Override:Access to modify details of customer

5.2 Technical Analysis

To develop such a system and to link it to theWebSales architecture consisting of landing page and the

platform both of which were developed on the ASP.NETarchitecture, it was important to know about the ASP.NETarchitecture. ASP.NET is a server-side Web applicationframework designed for Web development to producedynamic Web pages. It was developed by Microsoft toallow programmers to build dynamic web sites, webapplications and web services. It was first released inJanuary 2002 with version 1.0 of the .NET Framework, andis the successor to Microsoft's Active Server Pages (ASP) technology. ASP.NET is built on the

Common Language Runtime (CLR), allowing programmers to write ASP.NET code using anysupported .NET language.

The Version 4.0 ASP.NET Architecture is used to develop the system. The CoreDevelopment language used under ASP.NET 4.0 architecture was C#. C# was developed byMicrosoft within its .NET initiative. C# is one of the programming languages designed for theCommon Language Infrastructure. The most recent version is C# 5.0, which was released onAugust 15, 2012.

To Develop an efficient User Interface scripting languages like JQuery was to bestudied before we begin the development. Along with this the backend development(database) was done using ORACLE SQL (Structured Query Language).


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The Software used to develop the system wereVisual Studio 2010 in which the programming of the systemwas done under ASP.NET 4.0 architecture using C#, HTML,JavaScript, JQuery and AJAX. The backend programming

was done using ORACLE SQL Developer which used OracleSQL as query language.

5.3 System Requirements

BOSS (Boss Online Support System) CRM system is developed using following toolswhich are its requirements.

IIS (Internet Information Service) Manager with Asp.Net 4.0 architecture support SMTP support in IIS Manager. Windows Server 2000 or later. Oracle Database server.

Visual Studio Dedicated Windows service developed for load balancing with Ticketing Module of

the system

5.4 Business Analysis

Prior to starting the development of the system it is very important to have some

business analysis done. The business process is thoroughly analyzed in this phase focusing moreon the things required for the development of the system as per the requirements. The primaryreason for this is to understand the problems and challenges faced and to find solutions to beimplemented in the system so as to overcome those challenges. Certain business terminologiesalong with the flow of business process were analyzed in this phase.


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The Analyzing of the business would be only restricted to the WebSales channel inthis report. The pre-issuance phase of the policy is where the policy details and the necessaryrequirements from the company end are checked for and the necessary documents andquestionnaire to be filled by the customer in case of NRI or the customer is willing to be

travelling abroad has to fill the Foreign Travel Questionnaire.

Once the policy has been issued the customer has been granted a free look periodwhereby the customer can cancel the policy if he does not find it as per his needs or can ask forfurther more clarification on the policy specifications. The free look period for all otherchannels in ETLife is 15 days whereas only for the WebSales channel the free look period isgranted for 30 days. After these 30 days the customer cannot cancel his policy unless someexceptional circumstances which is decided by the undertaking department. In case thecustomer fails to pay his second or any premium his policy is under the lapsed status where the

policy becomes inactive. In order to revive the policy the customer has to pay the pendingpremiums along with some penalty fees.

Now coming to some statistics that are to be followed while developing the systeminclude the sales figures, and other analysis terms involved in the business like APE, AWPImodal premium, frequency, riders etc.

APE Annual Premium Equivalent (total premium * frequency)

AWPI Average Weighted Premium Index (Product Weightage * premium)

Modal Premium The mode of the premium to be paid

Riders the benefits provided with the policy.


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6. Developing BOSS CRM System

The Software Development Model used in the development of BOSS CRM system is

the Rapid Application Development Model. This model is suitable due to the time constraint wehad while developing the project and it would also make it more suitable for requirementgathering and to perform necessary research and development before programming themodule. Once the module would be ready it could be tested while we get the requirements forthe next module. Following this model of software development the system was divided intomodules namely:

Login Module Dashboard Module

Notification Module Sales & Leads Module Trackers Module New Business Module Tickets Module Renewals Module Feedback Module Users Info Module Partners Module

This Project Report would be describing the development of certain modules as fewof the modules were developed by the team colleague. These modules were developed keepingin mind the smooth and user friendly interface and functionalities of the system. To developsuch a system a 5 plane User Interface Design was implemented.

Surface Plane: On this plane what we see in the uppermost layer ofthe system built up of images and text on Web Pages. This Plane is the mostimportant in terms of user experience as it is the only bridge between the userand the system. So design of the System is the Surface Plane which directly

interacts with the customer.

Skeleton Plane: This is the next Plane right below the Surface Plane.The exact placement of the interactive elements such as buttons or hyperlinks orphotos is determined here. The skeleton is designed to optimize the arrangementof these elements for maximum effect and efficiency.


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Structure Plane: The skeleton is a concrete expression of the moreabstract structure of the site. The skeleton might define the placement of theinterface elements on our page; the structure would define how users got to thatpage and where they could go when they were finished there.

Scope Plane: The structure defines the way in which the variousfeatures and functions of the site fit together. Just what those features andfunctions are constitutes the scope of the site. For example the Ticketing Featureof the BOSS CRM system goes together with the Dashboard module to give asummary of Ticket module.

Strategy Plane: The scope is fundamentally determined by thestrategy of the site. This strategy incorporates not only what the people runningthe site want to get out of it but what the users want to get out of the site as well.

In our System the strategic objective is quite obvious to have all the details thatare required regarding the customer as well as to make the business process simpler andautomate the work.

Using these 5 Plane Methodology for Development of efficient User Experiencemade the development process more simpler and smooth going. It was easy to develop thesurface of the system when a skeleton was already designed keepin in mind all therequirements and functionalities that were essential in all the modules across the system. Oncethe interface was designed the tools like Google Chromes Inspect Element and FireFoxsFirebug Addons for developers were used to debug the interface across the browsers to makethe system cross browser compatible. For low compatible browsers like Internet Explorer whichdid not have much high end support a back drop of the same system was designed so the userinterface remains the same for the low end browsers as well.

Several Jquery UI were used in the system such as clock and calender for date andtime to make the user interaction with the system more realistic. The System is abstractthereby making the user unaware of the functioning of the system behind the surface level.

Keeping all this in mind the confidentiality and Access Control for the system werethe prime factors to be considered.Thus all the features and functionality were not to beavailable to all the users of the system i.e. the company employees and service executives andto restrict the access the access roles were alloted to users based on the designation in thecompany.


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6.1 Login Module

Figure 7 : The Login Module

The login module of BOSS system was very simple in the interface but from thefunctionality point of view one of the most important as this module was responsible for theconfidentiality and access control all over the system. All users were alloted a username andpassword which was associated with the employee role and designation in the organizationwhich determined the users access and authority in the system. Based on the role variousfeatures and functionalities were alloted. The roles that were initially set up includedSr.Manager, Manager, Employee and Service Executive.

If the role of the user was Sr.Manager or Manager the complete access to all thefeatures of the system were given to them. In case of any other role the features andfunctionalities are restricted to them.

Now technically the thing behind login module is that when a user enters ausername and password it is encrypted and send to the database for verification .This is doneusing a encrypted DLL that is already programmed in the prototype and the same is used in thissystem as well. The encrypted password that is stored in the database is compared with thepassword and the username in the database. If both the username and password match thenthe username and the user role is returned back to the system from the database. This user


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role is used to grant access to the system and based on the role the access to all features isgranted to the user.

Figure 8 : The Login Module with Forgot Password feature

Now along with this there is another feature of the system that is very common inthe login module i.e. forgot password or password recovery feature. If the user has forgot thepassword he may enter the registered mail and the password would be sent to the user.

The database connectivity done to send the password to the oracle database isthrough the C# programmed Oracle Dataclient component which is supported in ASP.NETarchitecture. The Oracle query which is in the form of stored procedure is mentioned in C# codewhich sends the data from the interface to the backend and fetches back the user role which isstored in session variable along with the user name for further use in the system.

Once the user role and user name is fetched and stored in the session variable it issent to the next module viz. Dashboard module where the username and user role determineswhich functionalities and features are to be made accessible.


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6.2 Dashboard Module

The Dashboard Module provides some of the vital stats about the sales of the

company through WebSales channel. It provides graphical analysis of sales for the last 7 days.The graphical analysis includes bar graphs for the sales as well as the line graph charts for thelast 7 days. The Bar graph analysis shows the everyday sales done and further classifies theindividual product sold on that day. The Line Graph shows the 3 numerical stats of the totalpolicies sold that day which includes the modal premium, the AWPI and APE.

Figure 9 : Dashboard Module with hover on Line Graph

Here as we see the Dashboard has all the features and functionalities as the userwho accessed the system was of Sr.Manager role. Now beginning from the top right of thesystem we see is the name of the user who has accessed the system. Then next to it we have isthe notifications bar which gives the list of all the notifications. The notifications module wouldbe explained further in this report however just to summarize it notifications include paymentmade, documents uploaded, Medical / Non-Medical Questionnaire filled up by the customer.Next to it on the extreme left we have the quick action bar which includes the direct link to adda new ticket and a new conversation. Tickets and the New business modules are explained indetail in the further part of this report but just to brief it Tickets are the customer grievancesreceived through mail and conversation is a part of customer 360 which records the


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conversation made by the Dedicated Support Executive with the customers regarding variousissues related to the policy.

Figure 10 : Dashboard Module with hover on Bar Graph and ITD stats below

Along with the two other graphs there is a provision of a pie chart which shows thepercent sales of individual sale of products sold till date. In all of these graphs when hovered

over any particular bar or a point in the graphs the detailed description of that point is shown.In the pie chart when a user clicks on any region it shows the percentage of that region in amodal window.

Below that we have is the ITD stats i.e. stats of sales till date. The Statistics includethe number of sales done till today. The APE, AWPI and modal premium of the sales done tillthe date in lakhs and along with it the NET AWPI in lakhs which means the AWPI aftersubtracting the refunds or the policy claims made.

The navigation bar on the left is the site master i.e. the master template that is

attached to every page of the system making it easier to code the page and no need to copythat part in every page of the system. The navigation bar consist of autocomplete search boxwhich is explained in this section a bit later and the direct links to other modules of the systemviz. Dashboard, Sales ,Trackers, New Business ,Tickets, Renewals, Feedback ,User Info andPartners modules.


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Figure 11 : Dashboard Module with Support Summary and To-Do Task feature

Right after the ITD stats we have the Support Summary which gives a descriptionabout the tickets that are received through mail and their status are mentioned in the summarywhether the ticket is Overdue ,Open ,Pending , Close or resolved. Clicking on any of thesewould directly take the user to the tickets with that status. Further more detailed explanationof the Tickets module is done in the later part of this report.

Towards the bottom of the Dashboard module is a very personalized feature of thesystem which is available to every user. The To-Do Task feature of the Dashboard moduleallows the user to enter the daily To- Dos and make a list of the task for the day or even afuture task to be done.

To-Do Tasks are very simple to create the only thing to be entered by the user is thedate and time of the task and the note associated with the task. For any new task the statusassociated with is by default of pending category. The different statuses of the To-Do includethe pending, overdue and done category. The Date and Time are made realistic by using theJQuery UI of date picker and time picker.


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Figure 12 : Dashboard Module with edit To-Do Task feature

The To-Do Tasks are visible to the user which he has made and is allowed to edit theTo-Do as and when required by the user. The To-Do details which already existed arementioned and can be edited by the user by just entering the new date and time and the taskto be done or in case the status of the task is to be changed. The UI of date picker and time

picker make it really easy for the user to add and modify the data and make it more realistic aswell. The To-Do task can also be deleted by the user if that task is no more required by just clickthe corresponding tasks delete button.

The Technical happening behind the To-Do Task is that whenever the user enters thetask along with the Date Time and the Note, the entire data is sent to database through theOracle Dataclient as mentioned earlier and a new task id is generated for every task and thestatus for that task is by default assigned to pending. This new Task is then added to the list ofTasks describing the date time and the note from where the user can modify or delete asnecessary.

The To-Do Tasks would help the Service Executives make a note of any call back tothe customers or any reminder the employees would like to keep on the system. This feature inthe system would allow the users to keep all their tasks updated and could easily refer them inquick time.


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Figure 13 : Dashboard Module with restricted access to user

However in the above figure as we see the dashboard module not all the featuresare available to the user since the user entered is not of the role authorized to access all thefeatures, due to which the statistical analysis and the graphs are not shown to this users. Notonly are the ITD stats not accessible to the user but along with that the Partners module andthe User Info module is also not accessible for this user in the navigation menu at the left.

This is the approach towards access control in the system based on the role of theuser. The UI is remains the same for all the roles that are using this system only the certainfeatures and functionality is kept away from unauthorized people so the user experienceremains the same for all the organizational hierarchy.

Another important feature available here is the autocomplete search bar in thenavigation bar on the left at the top most places. This feature is also available to all users as it isone of the most important one of this system. This autocomplete search box is used to searchthe customers of the WebSales Channel. The possibilities of finding the customer are through 3ways that are through the unique application Id that is alloted to each customer or either himfirst name or last name. Any of these possibilities would lead to customer that is to besearched. The only requirement in this searchbox is that at least 4 characters are essential for itto work that in case of the Application Id the first 4 digits of the application ID are essentialsimilar is the case for the first name or last name.


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Figure 14 : Dashboard Module with the autocomplete Searchbox

The Autocomplete Searchbox works on AJAX technique and so does not require thebrowser to reload the page which in turn saves a lot of time for the customer and fetches only

the relevant data from the database server rather than fetching all the data that is done whilereloading an entire page. Using any of the possibilities mentioned earlier the customer can befound using this feature. Once the customer is found the user clicks on it and the uniqueapplication ID is displayed on the search box. After this the user has to click on the search iconnext to the text field and subsequently the user would be redirected to the Customer360 partof the system which is In the NewBusiness Module. This saves a lot of time for the user to go tothe Customer360 and search there rather the user can search from here when needed quickly.


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6.3 Notifications Module

The Notifications Module is a special feature of the system which gives real time

notifications about various events happening in the system or the WebSales platform. TheNotification Bar as shown in the all the images is present on all the pages and thats the reasonit was built on the site master which is replicated on all the modules of the system. Thisnotification module was very much inspired from the Facebook notifications that we have.

Figure 15 : Notification Module Latest Notificaiton view

As we see in the above figure on the top right we see the notification bar similar tothat of Facebook. The Notification bar shows the latest 5 notification and are not removed fromthe list until it is read by someone. The numbers of unread notifications are mentioned on thenotification icon in red. Once clicked on the icon a list of top 5 notifications which are unreadare displayed.

The category of notifications include the document upload, Medical/Non-medicalQuestionnaires filled up by the customer and the payment notifications which may be paymentsuccessful or payment failure done on the Sales Platform. Whenever a payment is successfullymade on the sales platform a notification is displayed here describing the transaction amount,the application ID, the name of the customer and the plan that he chose.


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Along with these categories include two more which are the city request and theoperator request made by the customer prior to buying a policy online in case of any helpneeded by the customer for the purchase whereas the city request is only applicable for theprotection plan offered by the company in which it is necessary to know whether that is

available in the nearby region for the customer. Both these notification describe the customeror the lead name ,their city and the contact number.

Figure 16 : Notification Module - All unread view

In the above figure what we see is the extension of the notification bar. Here all theunread notifications are described along with the ones that are read for the present day. Thelook here is all the same as the notification bar in the site master. As mentioned earlier thedifferent categories of notifications require to be read by someone to be marked as read. Thename of the operator who reads the notification is listed on the extreme right of the list.

For marking the notification as read the user has to click on the icon next to it. Each

category of notification has different icon .Like the payment notifications have a tick markwhereas the document upload has a outward icon and the Questionnaire filled / Additional Infonotification has a read icon which on clicking directly redirects the user to the additional infopage of the NewBusiness module where the user may download the Questionnaire filled.


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The technical thing happening behind the notification module is that from the UserInterface point of view the notification bar is placed in a Update Panel which refreshed itselfusing a partial postback. A partial postback is something in which only the elements inside theupdate panel are updated due to which only the data inside the update panel is sent over to

the server and has to undergo a partial page life cycle. This reduces the amount of data to berefreshed and thus reducing the load time. The update panel is triggered using a timer whichcan be timed as per the requirements.

Now beyond the User Interface the technical thing that works is the data retrievalfrom the database. The database is called whenever the update panel is triggered using thetimer set. The operator request or city request or the documents uploaded are entered into thedatabase .This data is then sent over to the system where it is shown in the Notification bar.Once the user marks the notification as read the particular notification is mark as read even in

the database and the name of the user is assigned for the corresponding notification.


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6.4 New Business Module

The New Business Module is all about the main requirements in the business areavailable. Like the documents uploaded by the customer or the Additional Info Questionnairefilled by the customer which may either be the Medical or Non-Medical ones. There is also afeature called email dashboard in this module which has the functionality to send various mailsto the customer regarding various issues related to the policy. The next feature in the module isaccess controlled one i.e. Admin Override which is available to the Sr.Manager and Managerrole users only. The last part of this module is the most important one for a CRM system i.e. theCustomer 360.

6.4.1 Download Documents

Figure 17 : NewBusiness Module - Download Documents

In the above figure we see the Download Documents part of the NewBusiness

module. All the documents that are uploaded by the customer are stored in the server, whatthis system does is gets the access to the server where the documents are stored anddownloads it for the user. The category of documents which were taken as proof included theAge proof, ID proof, Income proof, Photo Proof, Permanent Address and CorrespondingAddress. Along with these documents of proof there were few documents which were issuedfrom the companys end viz. the PDF of application form, SI (Standing Instruction) and BI(Business Illustration).


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Now the process of downloading has two possibilities since there was a change inthe business process and the sales platform. Earlier there was possibility for the user to uploada single document as a proof but then there were situation where the customer had to upload

multiple documents as proof ,so to overcome this situation a check is made when thedocument was uploaded ,if it was prior to the change made in the sales platform then thesingle document was downloaded and the next check would be if the folder of the particularproof contained more than 1 files in it then the whole folder would be downloaded by zippingthe server from the server. The same approach was used for all types of proof documents.

The next feature of this part is that is the user wishes to download all the documentsfor verification then all the categories of the proof documents would be zipped anddownloaded for the user. The next feature of this part is the status of the documents whetherthey have been downloaded earlier or not. This feature was done in such way that whenever

the user download any category proof documents then it would mark as a tick towards thatcategory for the status that it has been downloaded earlier. The same can be seen in the figureshown above.

6.4.2 Additional Info

Additional info is the part of New Business Module where the Additional informationabout a customer can be retrieved. The Additional Info is classified into two type i.e. Medicalinfo and Non-Medical Info. These are certain type of Questionnaire that the user is supposed tofill up prior to the policy being issued to him. The Notification Module gives a notification of thispart whenever the customer fills up a questionnaire either medical or non-medical. The userwhen clicks on the notification to mark it as read, it is here where the user is redirected.

Additional Info classified as medical include medicinal Questionnaire about variousdiseases like hypertension, Diabetes, Chest pain, Deformity, ENT etc. There is 12 such medical

questionnaires about all the different disease that the customer has to fill up if required.Similarly the non-medical questionnaire include other occupation related questions or NRIquestionnaire or foreign travel questionnaire. At present there are only 3 Non-MedicalQuestionnaire in the system but inclusion of other non-medical questionnaire can lead to morenumber of questionnaire in the CRM system as well. In both the cases a PDF file is formed fromthe data stored in the database using XML and RDLC file creation feature in visual studio.


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Figure 18 : NewBusiness Module - Additional info Medical view

Figure 19 : NewBusiness Module - Additional info Non - Medical view


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6.4.3 Email Dashboard

The Email Dashboard is part of NewBusiness module of the system where the usercan send emails to the customer. The Emails to be sent from the company include the welcomemail, document upload reminder mails, documents received mail, Additional info required mailpolicy issuance, policy status and policy renewal reminder.

The Email Dashboard was also a part of the prototype that was used prior todevelopment of this system but now is equipped with even more useful features. The newEmail Dashboard now has a autocomplete customer search box which helps the user to easilyfind the customer. The user in the prototype has to remember the application id of thecustomer from the complete record and then again come to email dashboard and then enter

the application Id. However that problem has been resolved thanks to the autocomplete searchbox.

Figure 20 : New Business - email dashboard view


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As we see in the above figure the user can easily use the auto complete search boxwhich helps to find the customer using the unique application Id or the first name or the lastname just like the one in the navigation bar. There are two more columns in the right of theemail dashboard which displays the status and action to be performed. The status describes

whether the mails have been sent previously or not. The action column is the command button tosend the particular mail with the required input done by the user.

Figure 21 : New Business - Email Dashboard view

When the user clicks on the customer to whom the mail is to be sent then the emaildashboard describes the name of the customer his contact and email id. Along with this theemail dashboard also displays the policy status of the customer as to he is regular paying orother various status of the policy. As we see in the above figure the customer has already beensent the reminder on documents to be uploaded mail and also the documents to be received.

The User can send the mail once again if required from the action buttoncorresponding to the type of mail to be sent. The Additional Info mails to be sent whethermedical or non-medical both have several types of disease and questionnaire pending mails soin order to send such a mail the user has to select which of those option he wishes to send inthe next box to the right of both categories.


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The other mails include the policy renewal, policy status and policy issuance mail ,refund mails and feedback mails. All of these mails also have the same functionality as theothers. The user just has to enter certain input if required in some categories of mail and clickon action button to send it.

The Technical aspect that goes through during sending mail is that whenever userclicks on the action button to send the mail the input that user might have entered is storedand the replaced in an pre designed HTML mail that is sent to the customer .The input isreplaced wherever required in the mail and then the mail is sent using SMTP protocol. For thissending mail feature the IIS (internet information manager) needs to be have configured withthe SMTP protocol.

The pre-defined HTML mail that is sent to the customer is the developed the sameway any HTML webpage is developed only certain modifications are done so that the user inputcan be easily replaced with the variables defined in the design of the mail. All these mails are

registered in the database as to who sent the mail to whom at what time and what category ofthe mail was sent. The Operator Name who is currently logged into the system is fetched usingthe session variable that was stored in the login module and the type of mail is also registereddepending upon the button of corresponding category of mail sent.

Figure 22 : Prototype - Email Dashboard view


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6.4.4 Admin Override

Admin Override is an access controlled feature of the system available to limitedusers only as it deals with permission to change the information about the customers. AdminOverride consist of two functionalities viz. Lock-Unlock and Admin Override.

Figure 23 : New Business - Admin Override

In the above figure we see the lock unlock functionality of the admin overridemodule. The lock-unlock feature is basically to give a certain application the status of completeor incomplete. Complete Application is considered to be given the status of lock status whosepayment is done successfully whereas the status of unlock determines that the application isnot completed yet and some of the information is not filled or the payment is not made yet.However in due circumstances there may be condition where the application may be

completed and has not reflected in the sales platform or due to any technical glitches then theuser with the access to this module can change the status of the application by entering theunique application ID and then clicking on the buttons on the extreme right side whether tolock or unlock the application. Lock-Unlock feature was available in the prototype and has beenadopted in this system without much of technical modifications only the UI has been designedas per requirements.


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The other feature of admin override is itself. This feature is also quite important anddeals with the customer information. Using this feature the user can change any information ofthe customer like incase the customer has misspelled his name and wants to change it or anyother information. The tab next to lock unlock is that of admin override and due to company

privacy the snapshot of this feature is not provided in this report, however the UI design of thisfeature is very similar to that of lock unlock with a search bar to search the unique applicationid. When the user clicks onto this application ID he is then redirected to the sales platformwhere the customer had initially entered his information.

6.4.5 Customer 360 Degree

The Customer 360 degree is one of the most important features of this system.Being a CRM system the Customer Records are vital information. This feature provides all thecustomer information from personal details to product details and the conversations done withcustomer regarding any matters by the service executive. Customer 360 degree has severalcomponents like summary, Conversation History, Case History, Personal Details, Product Detailsand PS history.

Figure 24 : New Business - Cutomer360 Summary view


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The summary component of Customer 360 provides a brief about the customer likethe name, email-id, product bought by the customer, Premium details, Policy Term etc. Alongwith this the summary also gives a list of the latest 5 conversations made by the serviceexecutive with the customer. The list gives description about the date on which the

conversation was made the channel on which the conversation was made like email or call orsystem generated one. The direction of the conversation whether is it inbound or outboundand the category of the conversation or the reason of the conversation along with the name ofthe operator and additional notes mentioned in the conversation.

Figure 25 : New Business - Customer360 - Contact History view

The Contact history component of Customer360 displays the records of theconversations made with the customer same as that in the summary component the onlydifference in both is that here all the records are displayed whereas in the summary only latest5 conversations are recorded. The Category of the conversations includes payment call,welcome call, document upload reminder, medicals, query, complaint or refund.

There is also an option to enter a new conversation on the top right of the viewwhich opens a new entry in a modal window as well as the quick action bar next to notificationsbar. The new entry also has input validation so that there is less error in the entry made by theuser. This validation is done using JQuery and a Bvalidator Plugin for validation. The contacthistory includes the conversation made by the service executive along with the Ticketsgenerated in the Tickets System. The Tickets System would be explained further in the report.


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Figure 26 : New Business - Customer360 - Contact history view

Figure 27 : New Business - Customer360 - Case History


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The Case History component of Customer 360 degree is very much similar to that ofContact History the only difference is the certain type of records that is display. The CaseHistory includes all the Contact History records in additional to the system history events likethe mails sent from the system such as welcome mail sent by the system on successful

payment.

Figure 28 : New Business - Customer360 - Personal Details view

The Personal Details component of Customer 360 degree gives the personal detailsof the particular customer. Along with this the other details that are provided also include theAddress Details, Educational Details, Employment Details, Nominee Details andDocumentations provided by the customer as proof of identity and residence. Due tocompanys privacy all the details cannot be shown in the report due to which only generalinformation are shown here.

The Address Details includes the residence address details and correspondence

details. The educational details include the educational qualifications of the customer. TheEmployment Details include the employers name or the business name, the duration of theemployment, nature of duty and the annual income earned. The Nominee Details include thenominee name if any, the relation with the nominee and the personal details as well.


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Figure 29 : New Business - Customer360 - Product Details view

The Product Details component of Customer 360 is where the product specificationsof a customer are described in detail. The details include the plan name, cover assured,premium frequency, policy term, maturity age and riders if any. The premium details includethe policy sum assured and amount of premium with service tax and without service tax.

All the data of the customer and the product details are stored in the databasedirectly from the sales platform. This system just brings all that data from the database anddisplays in this module so that the user can easily get all the information quickly.

The last component in the Customer 360 degree is the Policy Servicing History. Allpolicy related requests like name change or address change or even nominee change request issummed up as policy servicing. The details of the policy service list is type of the service ,theoperator who took the request, the date on which the request was received and the date onwhich it was completed as well as the status of the request are noted and some additional

notes that are to be mentioned with the particular service are also mentioned in the list forfuture references.

To add a new policy service entry there is command button on the top right viewwhich opens up a modal window where the new entry can be made. This modal windows hasthe data entered validated to reduce the error that can be made by the operator.


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Figure 30 : New Business - Customer 360 - Policy Service History view

Figure 31 : New Business - Customer360 - Policy Service Modal window


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6.5 Ticket Module

The Ticket module is one of the special features of the BOSS CRM system. The

ticketing system has been developed with purpose to integrate the mail system into thissystem. Ticket module would synchronize the mails received on the email address of theWebSales channel from the customer. This feature would enable the users to directly check thecustomer s mails from the system itself while they would be working on the system and thusthe users wont need the email client systems like outlook.

A Ticket is basically an issue that has been raised by the customer. The issue can beof any category. When the e mail is received on the companys exchange server all the mails aresynchronized and can be seen directly into BOSS system. An email received from the customerfrom an email ID is directly given a Unique Ticket ID and this ticket ID can be referred by theuser as well as the customer for future interactions regarding the issue.

A Ticket can be generated by two ways one being manually entered by the user orthe service executive as there is also possibility that the customer might want to register anissue through a phone call. So the user can manually generate a New Ticket.

Figure 32 : Ticket Module - Manually Add a new Ticket


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The previous figure shows how a new ticket can be created by clicking on the quicklinks button next to notifications bar. This enables the user to quickly create a new ticket evenwhile interacting with the customer on a call. The data that the user has to enter whilemanually creating a new ticket is the unique application ID if possible since the customer may

not be able to give the Application ID at that instance. Along with that the customer has to givethe full name and the email id for further interactions. Each Ticket has a category such asservice request, policy service, operator service, Complaint etc. Tickets are assigned a status asto whether they are open or resolved or pending or waiting for some requirements. Each Ticketis also assigned a priority to get the ticket resolved. The Priorities include Urgent, High, Mediumand Low. Along with these inputs the user can also enter some extra notes to be associatedwith the ticket so that in future reference they can be used while interacting with the customeror while resolving the particular ticket.

The Tickets that can be created the other way is through the emails received on theemail id of the WebSales channel. All the email content and the attachments are directlydisplayed onto the BOSS system. However if all this was done on the BOSS system then it wouldhave been overloaded and might crash. So to overcome this task and to implement load sharinganother small application was developed which would be in sync with the mail server of thecompany and fetch all the mails and attachments for the CRM.

The application developed was the Windows Service which runs all throughout theday on the server where the BOSS CRM system was installed. This Windows Service named BossTicket Service was also developed on the Visual Studio Software which has a development

module for creating in windows service. A Setup and deployment project was developed inVisual Studio software using which the windows service could be easily installed on the serverwhere the system was installed.

The Boss Ticket Service used a free mail server component OpenPop mail clientlibrary which was used to access the mail server and fetch the mails from the server. Thetechnical workflow used in the service was to fetch the count of mails on the mail server andthen compare it with todays date. If the date matches todays date then it would move aheadto fetch the mail details. Using this would filter the mails to todays mails only. Further on then

each mail have a Unique message ID which is checked if it exists in the database. This wouldprevent the mails which are already synched with the service to be again retrieved reducing theload on the system. The new mails would then be retrieved from the server and their messageand attachments if any would be stored on the server.


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This windows Service was specially developed for load sharing purpose and thiswould also help in synchronizing the mail server with the CRM system. The Windows servicealso generates a log on the server in order to keep a check on the mails being synchronized andalso in case of any technical glitches the date and time of the error would be noted in the log

along with the error message. The Windows Service is run at a time interval of 5 minute andalso care is taken for thread concurrency.

Figure 33 : Ticket Module - List View

The above diagram shows the Tickets List view where all the types of tickets arementioned, whether manually created or generated through emails. As we see the Tickets aredisplayed in the list. The details about the ticket are mentioned along with it. The Ticket Id,senders name, senders email id, the ticket category and the app id if mentioned. Then thereare two options to view or reply to the ticket. The button with the eye icon is used to view theticket message or rather the email body whereas the pencil icon is used to send a reply to thecorresponding ticket. The priorities of the mails are mentioned alongside. Here in the abovepicture since all the tickets are generated through the windows service the default priority isLOW, to the extreme right is the assign to column where the name of the person is mentionedwho would resolve the particular ticket and below it is the ticket created date and modify datewith the status.


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There is also option to delete a particular ticket however this option is also availableto the limited users only. Another option is to close the ticket; this is to assign the status ofticket to close. Then other option available to the users is to pick up the ticket to be resolved.The user who is available to resolve any issues can pick up the ticket by reading the ticket

details. The last option available is to assign a particular ticket to the service ticket; this functionis also available to limited users only. The authorized users can assign a particular ticket to aservice executive as the situation may persist.

Figure 34 : Tickets Module - Tickets List View

In the above figure we see there are two tickets in the list which are not highlightedand are different from the ones that were in the figure 33. The difference in the tickets is thatthe tickets with the envelope icon are generated from the windows service whereas the oneswith the operator icon are generated manually by the operators. The last two tickets have thepriority set to Urgent which means they have to be resolved quickly and both the tickets havethe Assign to field with the name of the operator assigned since it was manually generated. Thelist of tickets is arranged as per the ticket number. The tickets can also be directly viewed fromthe database where we had the support summary with the status of the tickets. When theusers directly click on the type of tickets from the dashboard they directly get a list of filteredtickets with status like open, overdue, pending, resolved and closed. This quick filter on thedashboard also helps the user to quickly get to the ticket details. The Tickets can be filteredthrough various other factors like status, Ticket Id, Application Id or email Id.


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Figure 35 : Tickets Module - Ticket Mail View

When the user clicks on the view ticket mail the user is redirected to where theticket mail body is displayed. In the figure 35 we see that the name of the sender and the emailaddress is also mentioned in the view. The views of the mails are in thread form where only thelatest one is expanded whereas all other are kept collapsed. The mail body is of the form HTMLor plain Text. The attachments are also shown in the mail like the embedded images and otherattachments are also available to the user for downloading them.

If the ticket is not picked up by someone yet then the user may view this mail bodyand then pick up the ticket by using the edit ticket feature to the extreme right of figure 35. Inedit Ticket feature the user can assign the priority and status of the ticket as by default it isassigned as low and open respectively. The assign to feature is also the same that was in the listview, here also is access controlled. This ticket can be assigned to someone by the authorizedusers and the unique application id can be assigned to the ticket for keeping the track ofcustomer conversations in customer360 module.

It is also very important to revert back to the customer regarding the issue. So inorder to make this possible through the system, there has been a feature to send a reply to theparticular ticket from the ticket mail view. To make this possible a WYSIWYG editor has beenimplemented to feed the mail body. The user must enter the CC in case any or else the reply issent to the mail address on which the ticket is issued. The mail is again sent through the SMTPprotocol as it was in the Email dashboard component of NewBusiness module.


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Figure 36 : Ticket module - merge ticket feature

Another important feature of the ticketing module is that often it happens that eventhough a customer is given a unique Ticket Id for use in further reference of the issue, thecustomer me revert back using different email id or any other situation which may force the

Windows service application to generate a new ticket id for the same mail even though thesame issue is being under action in the previously issued ticket id. So in order to overcome suchduplication of tickets a feature to merge the new ticket is developed. What this feature does isthat the new ticket if is same as the one that already exist then the user can view the mail bodyand merge the new ticket with the existing old ticket to avoid duplication.

The figure 36 shows that this ticket can be merged with an existing ticket. The onlycriterion for two tickets to be merged is that the two tickets must belong to the same emailaddress or the application id. This feature is really important as there can be numerousscenarios where the issue is already being resolved but then to the customer may have sentanother mail which might become a new ticket as the ticket generating mechanism cannotanticipate the possible feed received from the customer and may issue a new ticket.

The Entire Ticketing system has been studied over from various markets sold CRMand tried to modify as per the needs of this company. However there are further many scopesto enhance the ticketing system.


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6.6 Feedback Module

Feedback module in this system is just used to represent the ratings that thecustomers having given to the WebSales Platform experience and the transactions ease. Whenthe customer makes a successful payment on the WebSales platform he is then redirected tothe feedback questionnaire where certain questions regarding the platform User Interface,Product Guidelines, Customer Support, and Product Suggestions etc. are asked. The customer ishowever allowed only once to enter the feedback.

Figure 37 : Feedback Module

The figure 37 describes the feedback module interface in the BOSS CRM system. Thismodule fetches the data from the database in term of ratings where the data from theWebSales Platform is sent. The Questions range from rating the overall experience, looks of theplatform, the information available was relevant and as per requirements, the customer serviceetc.


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6.7 User Info Module

User Info Module is the module where the information about the user using this

system is mentioned. The Users full name, Operator Code, email id and the user role a rementioned in this list. The access control for the system can be viewed from here but as thismodule is to be secure the module has been given access to limited users only.

Figure 38 : User Info Module

This module being very important is accessible to limited users and the featuresavailable in this module are also very limited and general. The user can search through the listof all the users with their access roles in the system. There is also the possibility to lock thisuser, here the context of locking the user is to assign the user to an automated serviceexecutive assignment mechanism which is a part of lead management module in this system.

Thus the locked users are assigned certain amount of leads and have to follow up with theleads. There is also functionality to add a new user in to the system as well as delete an existinguser.


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Figure 39 : User Info Module - Add Customer view

Figure 40 : User Info Module - Delete Customer View


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6.8 Partners Module

Partners Module is the last module that is to be discussed in this report. The

partners module is also a very confidential data for the company so is given the access controlrestricted to limited users only. This module was specifically added to the system so as to keepthe track of the business partners like marketing partners for the WebSales Channel. ThePartner Details that are provided include the partner/broker ID, whether the partner is a brokeror not, the plans that the partners are associated with and the partner source code.

Figure 41 : Partners Module

The Partners module in the list view also provides the functionality to edit thepartner details like the product the partner is associated with is to be changed from theprevious on, or the partner is no longer a broker etc. Figure 42 illustrates how the edit partnerfunctionality is visible in a modal window. There is also the functionality to add a new partner

to the system by just moving on to the next tab. The details to be entered include the partnername, whether he is a broker or not, partner id, and the products with which it will beassociated and a source code for the partner.


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Figure 42 : Partners Module - Edit Partner View

Figure 43 : Partner's Module - Add Partner View


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Along with Partners details there is also the feature to maintain a track of theproducts that the channel is currently selling online. The Product information just includes theproduct name and its ID. The new products can also be entered by just moving onto the nexttab to enter the name of the new product and its product code. Figure 44 illustrates the view of

the products lists and Figure 45 illustrates the view of how to add new products.

Figure 44 : Partner's Module - Products View

These Partner and Product Details available here are like the master records of thedata, any changes that are done here can be reflected throughout the entire system especiallyin the lead managements module and tracker management

TIP Final Report Mba.tech (IT) 136

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