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MedicAlert Foundation International

Customer Call Tracking System

Customer Support is a Web-based customer call tracking system. Functionality includes ad hoc reporting, role-based security, online help, and Web-based system administration. The system was created using MS SQL Server 2000, TSQL, ASP, Behaviors, CSS, ActiveX controls, and JavaScript. Everything was coded by hand using TextPad©.

I did the system design and development, compiled requirements specifications gathered through work with users and a product champion. This system improved customer service by tracking customer requests so they would stop falling between the cracks, and lowered support costs by improving the efficiency of support.

My Calls page. Only the support calls assigned to the user appear in the list.

Search Calls page. Users enter search criteria and choose the fields they want displayed in the results.

User-defined Report - created with Query Builder. Note that this report was saved by the user as a 'Private' report, so other users don't see this report.

Knowledge Base - create new article

Knowledge Base - search

Knowledge Base - search results

Administration Page - table administration. Add or change values in system tables.

Administration - Table Maintenance, brought up with "Modify Values..." button on table administration page.

Administration Page - User Setup. Add or change users.

Some of the features I want to point out:

Column headers on tables execute a client-side sort of the grid on that column, alternately ascending/descending.
Query Builder - allows ad hoc reporting, with ability to save report definition as public or private.
My Calls - role-based views.
Email notification - users can be notified by email when a call is assigned.
Email response to customer - built-in functionality, and responses are saved with the call.
Knowledge Base - full-featured knowledge base that enables customer self-help.
Full Web-based administration - user maintenance, report layout, and field values can be added, removed, and changed using the Admin page.
Help - complete system documentation is available and presented in HTML format.

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