Matrix Solutions, A Software Company founded in 2004, providing services to its customers. Matrix Solutions Service Desk is an online portal for the employees of Matrix solutions which helps it’s users to register complaints regarding any technical and facilities services. We have a manual complaint registration desk till date and are facing difficulties in keeping track of all the complaints. Therefore, we wish to shift to the online system which will make the service desk more efficient. The requirements for our portal are specified below:
1)The portal must have a New User Registration for the
first time users to register. Only the employees of Matrix Solutions should be
able to register. So the employees should be able to register through their
Employee Ids.
2)There should be a Complaint
Registration page. Only registered users are allowed to make a Complaint
through Complaint Registration page. The user should be able to give the
type of complaint and priority of the issue
Priority: The time of
resolution will depend on the priority of the issue.
Complaint Number and Time of Complaint: These fields should be generated automatically.
3)Once the user has
launched a complaint , a mail should be sent to the user on the registered
email id as a confirmation for his complaint registration.
4)To check the status
of the complaint, the user should be provided with some reference number. Our
service providers will make sure that the status is updated once the issue is
resolved.
5)As this will be
a new system, we wish to know the feedback of the employees.
Feed Back Form: The portal should also contain a feedback
form which contains questions about the level of satisfaction of the user about
the service provided, which helps us to know about the customer satisfaction
and the service provided.
· Also
provide a User Manual for the employees, which will guide them about the
procedure to launch a complaint.
· Mention
direct contact by phone and email for the customers for clarification and
support.
Please contact us for any doubts
regarding the specifications. Adhere to the deadline i.e 20th September 2012 to
submit the Application.
