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Complaints system
Project duration: 5 years, 4 months
Brief description
Developing a new system (help desk application) to be used around the world for managing and processing customer complaints and customer inquiries.
Supplement
Complaints are output by means of the serial letters functions in Word. The application includes a connection to the Outlook e-mail system.
Subject description
The complaints system covers the following areas: diagnostic equipment, biochemicals, health care. The complaints cycle is as follows: receipt, assessment and further processing of complaints, customer management and other information about products. Furthermore, complaints that need to be reported are processed in a special subarea of the application. Each complaint passes through three different stages (statuses) and includes a certificate detailing how long it was in each processing stage. In addition to this, data is copied to a second database each day, where the data is prepared graphically by means of an Access application. An intranet application for displaying the data also uses the exported data.
Overview
- Industries pharmaceutical industry
- Specialist tasks complaint management, complaints processing, help desk, servicing
- DV tasks customised software new development
- System environment Client/Server
- Procedure model OOA/OOD
- Databases MS SQL Server
- Development/ test tools Borland C-Plus-Plus
- Operating systems Windows NT
Project period01.08.1998 - 30.11.2003
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
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