Case Studies: Knowledgebase

SunSystems' Accountancy Software requires a high level of Customer Service - the solution was to design and build a website Knowledgebase. A further task was to measure the level of customer satisfaction - this was done by developing software to automatically generate customer surveys.

Many of the Knowledgebase questions & answers were already set up in a Microsoft SQL Server database (from a legacy "Pivotal Customer Hub" system). The task was to provide web pages to perform basic searches and advanced searches for key words and phrases as well as the various software packages and versions. It was a prerequisite that the Pivotal system and Cold Fusion infrastructure should remain a key part of the system.

Subsequently a customer survey generator was built which was able to detect Customer queries or issues that had been dealt with that day - and automatically e-mail a generated web-survey in an attempt to gauge customer satisfaction. Private web interfaces were also built for SunSystem's staff to view the survey results and the Knowledgebase page-hit statistics.