CIMS Application Upgrade By Steven J Rogers OVERVIEW

CIMS Application Upgrade By Steven J. Rogers

OVERVIEW Background information. What is CIMS? Equipment Used Areas of improvement. Conclusions. Questions? ?

Background Information EDS bought out SDRC. EDS evaluates SDRC technology. Determines necessary adjustments. Improvement of CIMS necessary.

What is CIMS? Central Information Management System

CIMS cont’d…. Customer Service Application Access Multiple User Access Multiple Team Access

CIMS cont’d…. RECEIVE TRANSFER EXCEPT

CIMS cont’d…. RECEIVE Customer calls in, Dispatcher takes call, Records comments.

CIMS cont’d…. TRANSFER Dispatcher takes case, Customer decides which team case is sent.

CIMS cont’d…. EXCEPT Case sets in team bin, Engineer on team Excepts case, Researches case, Calls customer.

Equipment Used Software: Visual Basic 6. 0 Jscript VBScript ASP HTML Operating Systems Windows 98 Windows ME Windows 2000 Windows NT IIS Server PWS

Areas of Improvement Ø Improvement of step one. Allow customers to open cases via the Internet. v Open cases after hours. v No busy signals.

Areas of Improvement cont’d. . Ø Improvement of step two. Allow CIMS application to select which team receives the case. v Eliminates guess work. v Automates process.

Areas of Improvement cont’d. . Ø Improvement of step three. Assign case to Engineer. Modify search method. v Engineer responds to case quicker. v Resolve case quicker.

Conclusions Customers open case via Internet. CIMS selecting which team receives case. Assign case, modify search.

Question? ?