Abstract:
Used to be, when a client would call you for a service, it would take a long time to figure out what level of Service Agreement you had with the client. Because all the records were kept on papers and stored in files. Then, after you have confirmed that you have an agreement, you would send an operator to serve the client. And also you would not know if the operator ever went on site to provide the service. Even after providing the service you would not know the quality of the service that the operator had provided – the customer survey. All of these constraints were because you had to keep manual data. And making reports from these manual data was a nightmare. Another problem is you had to come up with a solution that can cater for several different types of services. Like it could be hardware repair, Server Operating System configuration, blood collection service for a diagnostic centre etc. Each type of service providers have many different needs. Extensive study was needed to figure out a common requirement for the different types.
