The Contact Management System performs centralized control of inquiries from various stakeholders through the website. Contact management is of increasing importance for corporate activities.
This system supports corporate activities by allowing the creation of inquiry forms, management of the inquiries and control of the operators to be centrally governed on the control screen. The Ajax-based control screen adopts an easy-to-use interface with a reduced number of screen changes. Without adding any unnecessary workload, it ensures integrated contact management operations.
Service Features
- Point 1 - Easy to create inquiry forms
- Forms for different stakeholders can be easily created by combining various templates. Deadlines and other settings can be made.
- Point 2 - Simple Web-based processing of inquiries
- There is no need to download any CSV data regarding inquiries. Inquiry data can be simply processed using a Web browser. Security is ensured without the need to send or receive personal information by e-mail.
- Point 3 - Central control of inquiry status
- The Web-based screen displays inquiries and their handling status sorted according to staff member to enable easy status control. Optional functions may be added to facilitate status control for all staff members.
- Point 4 - Ajax-powered user-friendly control screen
- The control screen adopts Ajax technology to reduce the number of screen changes. Reduced loading time means less stressful operations.
Reporting functions and reply template settings may be customized upon request.
CSS-based layout control facilitates layout changes of the inquiry screen.
This system is ideal for corporate users who:
- Are not sure how to develop a customer support system,
- Have difficulties in understanding how responses are made to online inquiries,
- Are reluctant to conduct Web-based questionnaires due to cost considerations or who wish to launch it simply and quickly, or
- Fail to make good use of advice with respect to support information.
Major functions and screenshots
Form production functions
- Create form function
- Setting of the period for accepting responses to the questionnaires
- Format library function
Contact management functions
- Inquiry management function - Date and time of reception, reply status, contents of the response, response staff, notes on the handover and approval of superiors
Reporting functions
- List of reporting functions
- List of operators by contact channel
- Questionnaire compilation
Operator control functions
- List/details of operators
- Add operators
- Control of access to specific functions
Other tools
- Create operator groups
- Create categories of question item lists
- Create labels for inquiry response statuses
Operating Environment
- Server OS: Unix/Linux
- Web Server: Apache 1.3.x recommended
- PHP 4.3 and higher
- PostgreSQL 7.4 and higher or MySQL 4.1 and higher
- The Web server is required to support e-mail using Sendmail.
Flow of Service Procedures
- Check of server environment
- Use of the trial version
- Check on whether and how to customize the service
- Sign-up
- Customization (if requested)
- Creation of form screen design
- Installation on the server
- Release of the manual
- Service launch
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