Office Business Application for Customer Support Management
Er is een voorbeeld applicatie gepubliceerd waarmee je kan leren hoe je zelf een oplossing kan maken, gebruik makend van het Office System:
Summary: Learn to build custom applications that use Microsoft Office SharePoint Server 2007, Microsoft Office InfoPath 2007, SQL Server Analysis Services, SQL Server Integration Services, and the Business Data Catalog. (28 printed pages)
Applies to: 2007 Microsoft Office System, Microsoft Office SharePoint Server 2007, Microsoft Office InfoPath 2007, Microsoft Visual Studio 2008, Microsoft Visual Studio 2005, and Microsoft SQL Server 2005.
Providing timely, accurate responses to customer service requests is a key factor in the success of any customer support organization. The degree to which an organization's Customer Service Request system facilitates the process of monitoring and responding to service requests has a direct relationship to customer satisfaction.
Some common challenges organizations face when implementing a Customer Service Request solution are:
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Context switching. Many customer service request solutions require support personnel to switch between applications to track and work with customer requests. This context switching creates the possibility of missed service requests and reduces employee productivity.
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Deployment and maintenance costs. The cost to the IT department of deploying and maintaining a customer service request system on the desktop of support personnel can be extremely high.
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Ease of access to customer service request line-of-business (LOB) data. Managers must often switch between applications to monitor service request activity.
This article presents an example of an Office Business Application built on the Microsoft Office system that addresses typical collaboration and business insight requirements of a Customer Service Request application. The solution allows end users to live in familiar Microsoft Office applications and use their natural workflows while being connected to line-of-business systems. The Office Business Application makes use of the following key Microsoft products and technologies:
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Microsoft Office InfoPath 2007
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Microsoft Office Outlook 2007
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Microsoft Office SharePoint Server 2007 including
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Microsoft Visual Studio 2008
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Microsoft Visual Studio 2005 Extensions for Windows SharePoint Services 3.0
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Microsoft SQL Server 2005 database, Analysis Services, and Integration Services
Using these products and technologies deliver the following benefits:
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Rapid application development with familiar tools and reusable components. You can use the familiar Visual Studio development environment to develop the different solution components. The solution uses a single InfoPath form to allow customers to submit requests and support personnel to manage responses.
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Simplified application deployment and maintenance. The solution uses server-based services and removes the need to deploy anything to the desktop.
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No context switching. Using Microsoft Office Outlook 2007 as the user interface for working with service requests allows support personnel to stay in the familiar applications they use.
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Easy access to LOB data. LOB data from the customer service request system appears in Office Outlook as dashboards. This integration removes the need for support personnel to switch to a different system to monitor active service requests.
The combination of rapid application development, ease of deployment, and natural workflow creates an attractive solution to developers, IT staff, and end users.
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Bart