group 12 _user manual_banking-complaint to closure system

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User Manual: Version 1.0April 20, 2010

Group 12MIS End Term

Submission

Application Area:

Complaint to Closure

Application

Sector: Banking Industry

Submitted

By:

SameerSharma

09BM8070

Sujit Kumar 09BM8054


2/17


Singh

Pawan Giri 09BM8070

Shilpa Gautam 09BM8085


3/17


Contents

.................................................................................................................................. 1

Group 12 ......................................................................... 1

Contents ..................................................................................................................... 3

What is this Application about - An Overview .............................................................4

Accessing the Application ........................................................................................... 4

Logging In: .................................................................................................................. 4

Scenario 1: Customer login ..................................................................................... 5

Step 1: Click on the customer option ................................................................... 5

Step 2: Click Submit button .................................................................................. 5

Step 4: successful entry of data ........................................................................... 7

Scenario 2: Agent login ........................................................................................... 8

Step 1: Click on the Agent option ......................................................................... 8

Step 2: Click the submit button ............................................................................ 8

Step 3: Following page will appear ....................................................................... 9

Step 4: Successfully added the data .................................................................. 10

Step 5: Mail notification send to the associated customer and the associated

agent handling the problem .............................................................................. 11

Scenario 3: Manager Login .................................................................................... 11

Step 1: Click on the manager option .................................................................. 11

Step 2: Click on the submit button ..................................................................... 12

Step 3: The following page will appear .............................................................. 12

Step 4: Following page appears when all option is clicked ................................. 12

Step 5: Increase the list of visible complaints per page .................................... 14

Step 6: To view the complaint outstanding report ............................................. 14

Scenario 4: Login to check the Complaint Status .................................................. 15

Step 1: Select the Complaint Status option and click Submit Button.................16

Step 2: Enter the complaint number and click outside the box ......................... 16

Step 3: Current Status and Comments are shown on the same screen. ............ 16


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What is this Application about - An OverviewThis is a typical CRM application for Banking Sector created using ZOHO Creator IDE

(Personal version, free edition).

In this application there are three stakeholders:

1. Manager 2. Agent

3. Customer.

Customer can login and enter its complaint related to ATM Cards, Credit Cards,Fixed Deposits, Net Banking and Savings Account.

A manager can login to check the number of complaints registered who as the

owner would like to know how many complaints have been filed against each

product, how many complaints are still outstanding and for how long.

An agent can login to check the complaints, once the agent attends to the problem

he or she must log an action taken report stating what action has been taken and

whether the complaint has been closed or not. Then a mail is to be sent to the

customer stating that complaint has been closed.

Accessing the Application

Please click on to the following link:

http://group12mis.blogspot.com/2010/04/blog-post.html

Application is embedded in the blog post. You need the ZOHO Id to access the

application.

Logging In:

To Login to the application choose the user type. For this, you will find a drop downbox on the home page. Select the user type and click the submit button.

There will be different screens as per the option selected by the user.
http://group12mis.blogspot.com/2010/04/blog-post.htmlhttp://group12mis.blogspot.com/2010/04/blog-post.html


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Scenario 1: Customer login1) Login page> Customer> Submit

2) New window opens.

3) Enter the details in the Grievance Redressal Form(Customer form).

4) Receive the customer complaint number through mail.

Step 1: Click on the customer option

Step 2: Click Submit button


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Step 3: The following window opens

*sign indicates that this data is mandatory.


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Enter your name, your residence whether you are an Indian or NRI, current

residential address, city name and country name.

Enter your current contact number, your landline number and phone number

as well so that we may get in touch with you if required.

Enter your active email address so that you may be notified about the current

status of your complaint.

Enter your complaint type in the drop down selection box. This will help us

identify your type of problem.

Here you have to enter your complaint clearly so that we may help you in a

better way.

Enter whether you are a VGSOM bank customer and finally the time at whichthe complaint is registered.

Finally click submit button.

Step 4: successful entry of data

If all the entries are correct and if all the entries are filled then then following

message will appear.

If any incorrect is entered or if any field is left clear then the following message

will appear. In that case you need to fill the blank entries and click the submit

button again.


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Scenario 2: Agent login

1) Login page> Agent> submit

2) Enter the agent id and compliant number.

3) Enter the current status of the specific complaint.

4) A mail about the complaint is send to the customer and the agent .

Step 1: Click on the Agent option

Step 2: Click the submit button


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Step 3: Following page will appear

*Sign indicates the data entry is mandatory

Enter your agent id

Your name will automatically will be displayed the agent name text

field.

This box will display the number of complaints assigned to you which

are yet to be resolved.

Once the outstanding complaint is clicked the complaint description

will be displayed automatically in the complaint description text box.

Now you can choose among any of the following: open, WIP (work in

progress) or close.

You may also add your comments in the comment box whose

notification will be send to the customer on his/her email address.


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As soon as the complaint is resolved and closed, the following mail will

go to the customer email address.

Step 4: Successfully added the data


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Step 5: Mail notification send to the associated customer and the

associated agent handling the problem

Scenario 3: Manager Login

Step 1: Click on the manager option


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Step 2: Click on the submit button

Step 3: The following page will appear

Step 4: Following page appears when all option is clicked


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Manager can sort the type of complaint through the drop down box given

the top search barnext to filter option:

If there is no data available in the data base following message will be

displayed:


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Step 5: Increase the list of visible complaints per page

You can increase the number of problems to be displayed in one page by selecting

the option through the given selection box as in the above figure.

Step 6: To view the complaint outstanding report


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After you click on the outstanding option on the managers page, a new page willoption which will show the list of all outstanding complaints. Like in above example

there is one ATM card problem and two credit card problem and so on. The

sequence of complaint will appear in the way they are logged.

Below is the page which appears after you click on the complaint, like in above

image if you click on the card blocked complaint then you will be directed to the

new page given below.

Scenario 4: Login to check the Complaint StatusThis scenario occurs when customer login to check the status of the complaint

registered by him and to know the action taken by Customer Service Agent.


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Step 1: Select the Complaint Status option and click Submit Button.

Step 2: Enter the complaint number and click outside the box .

Step 3: Current Status and Comments are shown on the same screen.

This marks the end of User Manual for the current version.


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group 12 _user manual_banking-complaint to closure system

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