Project Title: Customer Support Handling

System
Prepared By: Aniruddha Lashkare
Date: 30/07/2023
Situation/Problem/Opportunity
• Over the past year, "Syntel," a large-sized Custodian Bank, has seen a marked
increase in requests for customer support. Their Client inquiries increased in
complexity as their business expanded. The current support system is out-of-date
and deficient in the features and functionalities required to effectively manage
the increasing volume of support tickets. Negative comments and a decline in
repeat business are results of a decline in Client satisfaction. The business is
aware of the urgent need for an advanced and efficient Client support handling
system to handle these difficulties.
• Problem
1. Inefficient Ticket Management
2. Lack of Automation
3. Data Reporting and Analysis
Opportunity
• Developing a new Customer Support Handling System using the
waterfall model presents a significant opportunity for Syntel to
address the above-mentioned challenges and improve their overall
customer support experience. The new system can have the following
features and benefits
1. Efficient Ticket Management
2. Automation and Workflows
3. Common Knowledge Base
4. Adaptation to Current Systems
Purpose Statement (Goals)
• The new Customer Support Handling System is being implemented at Systel with the goal
of improving customer satisfaction while simplifying support operations. The following
objectives are pursued by the system:
1. Efficient Ticket Management: The primary goal of the system is to establish an
efficient ticket management process that enables support agents to categorize, prioritize,
and assign tickets promptly
2. Automation and Productivity: The system seeks to incorporate automation features to
handle repetitive tasks, such as ticket assignment and email notifications.
3. Real-time Tracking and Reporting: The system will offer robust reporting and
analytics capabilities to monitor support team performance in real-time.
4. Enhanced Customer Satisfaction: By addressing customer inquiries more efficiently,
providing self-help resources, and offering personalized support, the system aims to
significantly enhance customer satisfaction.
Project Objectives
• Integrate Automation Features: Introduce automation features such as ticket
assignment, email notifications, and ticket escalation to optimize support
processes.
• Ensure Seamless Integration: Integrate the Customer Support Handling System
with the e-commerce platform and relevant systems to provide a seamless
customer experience.
• Reduce Support Costs: Optimize support operations and resources to achieve
cost savings without compromising on the quality of support.
• Timely Project Completion: Complete the development, testing, and deployment
of the Customer Support Handling System within the agreed-upon timeframe.
• Compliance and Security: Ensure that the system complies with relevant
regulations and industry standards for data privacy and security.
Success Criteria:
• Reduced Ticket Response Time: The average time taken to respond to customer support tickets should be
reduced by at least 25% compared to the previous system.
• Improved Ticket Resolution Time: The average time taken to resolve customer support tickets should be
reduced by at least 20% compared to the previous system.
• Increased Customer Satisfaction Ratings: Customer satisfaction ratings, measured through post-support
surveys or feedback, should show a significant increase, with a target of at least 95% customer satisfaction
• Higher First Contact Resolution (FCR) Rate: Aim for an FCR rate of at least 70%, indicating the
percentage of support tickets resolved during the initial customer interaction without the need for further
follow-ups.
• Real-time Reporting and Analytics: The system should provide real-time reporting on key support
metrics, allowing management to access data promptly for decision-making.
• Smooth Transition and User Adoption: Measure the successful adoption of the new system by support
agents and stakeholders, with minimal disruption during the transition phase.
• Positive Customer Feedback: Monitor and track customer feedback and reviews related to the support
experience, aiming for an increase in positive testimonials and a decrease in negative feedback.
Methods/Approach-So here we use waterfall
model
1. Project Planning:
• Understand the project requirements and define the scope of the Customer Support handling System.
• Identify stakeholders and form a project team with roles and responsibilities.
2. Requirements Gathering and Analysis:
• Interview stakeholders, users, and support staff to understand their needs and expectations.
• Document detailed functional and non-functional requirements for the system.
3. System Design:
• Based on the requirements, design the overall architecture of the Customer Support handling System.
• Create data models, class diagrams, and flowcharts to illustrate system components and interactions.
4. Implementation:
• Divide the project into smaller tasks and assign them to the development team.
• Write code for each module of the Customer Support handling System.
5. Testing:
• Develop a comprehensive testing strategy covering unit testing, integration testing, and system testing.
• Conduct careful examinations to identify and fix bugs and ensure the system meets the specified requirements.
6. Deployment:
• Prepare the system for deployment in a production environment.
• Install the necessary hardware and software infrastructure to support the application.
7. Maintenance and Support:
• Monitor the system after deployment and address any issues or bugs that arise.
• Provide ongoing maintenance and support to the customer support staff.
8. Project Documentation:
• Throughout the project, maintain detailed documentation of every phase and activity.
• Document code changes, user manuals, technical specifications, and other project-related
information.
9. Project Review:
• After the completion of the project, conduct a thorough review to assess the project's success
and identify areas for improvement.
10. Presentation and Handover:
• Prepare a presentation of the completed project to stakeholders and end-users.
• Hand over the project to the customer support team for real-world implementation.
Resources
1.People:
• Project Manager: Responsible for overall project planning, coordination, and
communication with stakeholders.
• Business Analyst: Gathers and analyzes requirements from the client community and
support agents.
• Software Developers: Design and implement the system modules based on the
requirements.
• Quality Assurance/Testers: Conduct testing and ensure the system meets quality standards.
• Support Team: Collaborate with the project team for user acceptance testing and feedback.
• Training Specialists: Provide training sessions for support agents and end-users.
• Technical Support: Offer post-deployment technical assistance and maintenance.
2.Time:
• Timeline for Implementation : The project aims to complete within number of
months.
3.Budget:
• Hardware: Allocate budget for servers, networking equipment, and necessary
hardware for the system's infrastructure.
• Software: Budget for licensed software and tools required for development and
system operations.
• Total Budget: Ensure the overall project cost does not exceed Rs. 20000000.
4.Other Resources:
• Third-Party Software Evaluation: Allocate budget for evaluating and acquiring any
third-party software solutions or plugins required for the system.
• Site Visits: Budget for site visits or consultations with stakeholders, if needed.
• Dataquest Reports: Budget for any market research reports or data analysis from
external sources.
Risks and Dependencies
• Risks:
1. Technical Complexity: The development of the Customer Support Handling System may
encounter technical challenges, such as integrating with existing systems, ensuring data
security, or scalability issues.
2. Unclear Requirements: Incomplete or ambiguous requirements may lead to
misunderstandings and potential rework during the development phase, impacting project
timelines.
3. User Adoption Resistance: The support team and end-users may be resistant to adopting the
new system, leading to a slower transition and potential user dissatisfaction.
4. Data Migration Issues: During data migration from the old system to the new one, there
could be data integrity problems or data loss, affecting the accuracy of customer information.
5. Resource Constraints: Shortages of skilled personnel, lack of domain expertise, or
competing priorities could impact project progress.
• Dependencies
1.Resource Availability: The project's success depends on the availability and
commitment of project team members from the client community and ITS.
2.Timely Decision-Making: Timely decision-making by stakeholders is crucial for
resolving any project-related issues or changes promptly.
3.Third-Party Software Integration: Successful integration with third-party software
relies on the cooperation and support of external vendors.
4.User Training: The effectiveness of the system depends on the training provided to
support agents and end-users to ensure they can use the system efficiently.
5.Compliance and Approvals: The project may require compliance with specific
regulations or approvals from relevant authorities.
6.Hardware and Software Procurement: Timely procurement and availability of
hardware and software are essential for the development and deployment phases.

Project Sponsor Project Manager