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MedicAlert Foundation International

Customer Call Tracking System

MedicAlert Foundation International

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

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

 
New Call page

New Call page

 
Search Calls page

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

 
Help

Help

 
Report

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.

 
Query Builder

Query Builder

 
Knowledge Base - Create Article

Knowledge Base - create new article

 
Knowledge Base - Search

Knowledge Base - search

 
Knowledge Base - Search Results

Knowledge Base - search results

 
Administration Page

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

 
Table Maintenance

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

 
Administration Page

Administration Page - User Setup. Add or change users.

 

Some of the features I want to point out:

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