The application was implemented to reduce workload in the customer service department and thus shorten the response time required to address customer enquiries and complaints. It enables automatic enquiry generation from e-mail messages, automatic/manual allocation of generated enquiries to specified Customer Service Representatives, enquiry processing tracking, direct order modification through SOAP and dynamic e-mail templates generation. It also allows to generate a set of statistics reports for better process monitoring and control.
The application was integrated with PayPal and XPAY – two external payment systems – as well as company legacy systems (SOAP based API). AJAX was used to facilitate interface responsiveness.
