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Service Request Management System
Problem:
Beacon's Professional Services Group decided our client response time was not conducive to our long-term business objectives. After determining what the deficiencies were and how we could best resolve them the concept for our Service Request Management System (SRMS) was born.
Solution:
When presented with the idea of a Web Enabled Application that would allow the entry, editing, deleting, viewing and reporting of all project related information our Web Integration Group was Elated.
Eager to "Cut Their Teeth" on a fully functional web application, the Group immediately proceeded to complete the Structured System Analysis and Design process.
After obtaining a "Green Light" on our design concept we entered the Application Software Design and Development phase. By utilizing the latest web technologies such as ASP, HTML, VB Script and Java Script with SQL and a MS-Access Database our development team was able to rapidly complete a "BETA" installation.
Once we completed the testing and debugging process we sought the input from two clients. The clients were strategically selected based on the following criteria:
- Size of Organization
- Primary Language used - Spanish and English
- Purpose of System - Client to Customer and Client to Vendor, Employee and Customer
- Geographical Location with Respect to the Purpose of System
- Management for Both Organizations Could be Relied Upon to be Objective and Brutally Honest
During the BETA Test it was decided that the one primary change required would be the switch to a more "Robust" database. Given the large number of concurrent users and our long-standing partnership with IBM we decided to switch from MS-Access to IBM's Universal DB2. After a little fine-tuning we were now ready to roll the Service Request Management System (SRMS) into production.
Problem:
Not long after our New Product "Roll Out" we were contacted by a west coast Publication Software Company. The sheer number of remote contractors under T&M contracts and the multitude of ongoing projects was a logistical nightmare for the Company's officials.
Solution:
Beacon's SRMS provided Company Management with a means in which to immediately report and react to customer requests and Contractor performance. The customers were able to enter additional requests as well as view the status of any applicable requests.
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