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 Case Study: Online Client Request Manager
Case Study:Online Client Request Manager

In a Nutshell
Software that allows a company to manage their client requests online. A client request is defined as a call for action by the company; for example, a support request, a delivery enquiry, or reporting a software bug.

Business Problem:
Client requests are in different formats
Client requests come in different forms: fax, email, phone, mail, or via a website. This lack of consistency makes it difficult for the company to manage and keep track of requests.

Client request tracking is haphazard
Specific requests often get lost within the company. This reflects badly on the company.

No centralised repository for client requests
Staff and clients alike cannot easily get the status on a request.

Client requests are dealt with in an inconsistent way
Client request procedure is missing or lacking

Solution: Online Client Request Manager

Online Client Request Manager: Overview

Web based
All participants, whether clients or customers, can access the system via the web using a browser. This makes software deployment unnecessary and gives the users of the system more flexible access.

Flexible request categories
The administrator can break down requests into categories that are appropriate for the company; for example, a software company may have Bugs, Change Requests, Update Requests, and Quote Requests

Upload documents
Users can upload documents to support their requests.

Add comments
Users can add comments to requests to, for example, update a client on progress or ask a question.

Manage the status of a request
Staff can change the status of a request. Customers can also change the status of a request; for example, if a request has been closed, and the customer wants the request reopened.

Integrated email
All requests, status updates, and comments in the Online Client Request Manager can be forwarded to request participants or to other email addresses as required.

Manage from email
A user can manage their requests directly from email. For example, if a status update is sent to a client they can change the status of the request and/or add a comments directly from their email client.

Search facilities
The Online Client Request Manager incorporates a full text search facility.
A user can also filter by status, date, and request number.

Security module
Users are required to login to use the Client Request Manager. Administrators can control what users can see and do on the system. For example, clients can only see their requests.

Online Project Management integration
Four Corners Interactive has a another software product called the Online Project Manager (read more), which is directly integrated into the Client Request Manager. The Online Project Manager allows companies to manage their projects online. The PM can review client requests and assign them to staff directly from the Client Request Manager.

System Requirements

Delivered via the web as an ASP (Application Service Provider) product
Client: Browser

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About Four Corners Interactive

Founded in 1997 Four Corners Interactive provides advanced IT solutions and services to businesses and institutions. The company has proven success and expertise in multiple business domains including finance, travel, healthcare, retail, and manufacturing. The company provides a range of services from application development, data warehousing, managed application delivery, middleware, web application development, to wireless application development.

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