OSS CRM & SERVICE FULFILLMENT MANANGEMENT SYSTEM (ASP.NET) APPLICATION SPECIFICATIONS, FEATURES, DESCRIPTIONS AND & SCREEN SHOTS

Transcription

1 OSS CRM & SERVICE FULFILLMENT MANANGEMENT SYSTEM (ASP.NET) APPLICATION SPECIFICATIONS, FEATURES, DESCRIPTIONS AND & SCREEN SHOTS Version: ASP.NET (2) Updated: 4Q/2007, g2d0r1 Reference: Middleware 0466/86 1

2 CONTENT DESCRIPTIONS 1. TECHNICAL SPECIFICATIONS 1.1 Programming Codes 1.2 Database 1.3 Application Software Architecture 2. APPLICATION ARCHITECTURAL TOPOLOGY, FEATURE SPECIFICATIONS & DESCRIPTIONS, SCREEN SHOT EXAMPLES, CLUSTER-SERVER CONFIGURATION 2.1 App Architectural Topology 2.2 App Feature Specification & Descriptions 2.3 App Software Screen Shots 2.4 Hardware Deployment based on HA (High Availability) 2.5 Hardware Deployment for Voluminous Concurrent Log-ins 2.6 Overall Diagram of Combined Application and Hardware 3. APPLICATION SERVER FOR COROPRATE GOVERNANCE, SECURITY AND CENTRALIZED MANAGEMENT OVERSIGHTS 3.1 Identity Management 3.2 Authentication Management 3.3 LDAP (Lightweight Directory Access Protocol) / Active Directory 3.4 Access Management 3.5 Audit Trail & Track 3.6 RSA Encryption 3.7 SMS/ Services 2

3 1. TECHNICAL SPECIFICATIONS 1.1 PROGRAMMING TOOLS The App s source codes were written in: A. Microsoft Visual Studio.NET (ASP.NET & VB.NET), B. Infragistics.NET and C. AJAX. 1.2 DATABASE & MIDDLEWARE CONNECTING STRING The App was pre-built with a Data Access Layer (DAL) middleware, which supports the underlying App to be flexibly connected to any RDMS database that clients prefer, from MS SQL to Oracle 11g to IBM DB APPLICATION SOFTWARE S ARCHITECTURE The App s core architecture is adherent to two major design platforms as below: A. N-Tier: The App s code-structure is written in N-Tier where its source codes can be logically spread over multiple servers (for clustering). Its spread over capability is inherently providing the App with true Scalability as well as HA (High Availability) capabilities. For details of the said cluster-server configuration, please refer to [Section 2.4 to 2.5] below. B. SOA (Services Orient Architecture, details are at Section 2.1 below): The overall design of the codes is split into two (2) groups. 1) The App s main codes are packed as a single group; and 2) The central Utility Codes, which provides client s System Administrators various centralized tools for central governance, user-compliance and security management, are packed as separate group. The co-relationship between the two is illustrated in Diagram 2.1 below. The SOA centralized utility host provides many powerful services that greatly enhances the security, robustness and versatility of the core App. Some of the prominent are Single Sign-In, Identity Management, Audit Trace, RSA Encryption, Messaging Orient Middleware (such as SMS/ Alert Messaging Services) and other. 3

4 2. APPLICATION ARCHITECTURAL TOPOLOGY, FEATURE SPECIFICATIONS, SCREEN SHOT EXAMPLES, CLUSTER-SERVER CONFIGURATION 2.1 APPLICATION ARCHITECTURAL TOPOLOGY The App s overall architectural topology is best viewed at per [DIAGRAM 2.1] below. As the App is N-Tier architecturally designed, its body of codes can be logically spread across different layers of physical servers, for clustering purpose. DIAGRAM 2.1: ARCHITECTURAL TOPOLOGY Internal Users External Users Web Tier OSS Enterprise Service Portal / or Client Existing Fixed IP Webpage System Security : OSS Access Control Manager & Session Manager Application Tier OSS Administration Module [Dictionary] Application Components OSS CRM Mgmt System OSS Service Fulfillment Other Applications OSS Application Server (ASP.NET) Authentication Authorization RSA Encryption Audit Trail API LDAP Optional Archival Alert Management Work Flow Business Intelligence OSS Data Access Layer (DAL) Database Tier Microsoft SQL Oracle IBM DB2 Other RDBMS Optional: Second Data Centre For Back- Up + Recovery Back-up Software : External Data Storage Device [SAN/ NSA/Tape] 4

5 2.2 APPLICATION s INTRODUCTION, FEATURE SPECIFICATION & DESCRIPTIONS AND SCREEN SHOT ILLUSTRATIONS INTRODUCTION OSS CRM Suite can be segmented into three (3) distinct stages of processes, inter alias, as below: 1) Pre-Sales CRM (based on Territory and Product Ranges); 2) CRM & Royalty Program and 3) CRM & Service Fulfillment Management This paper is specifically descriptive for the 3 rd one. To obtain more detailed information for the 1 st and 2rd, please contact OSS directly ( The System is designed mainly for MNCs which require three (3) specific, while interlinked, work flow functions from A. Campaign Marketing to B. Product Fulfillment (Delivery) and to C. After-Sales Service Support. The Campaign Marketing is essentially the divisions of aggregate Leads among team members, based on the later assigned Territory and/or Product Knowledge & Allocation. At this stage, the major sales leads are encircled around Lead and Prospects. At the Product Fulfillment Stage, where the Prospect Status has been converted into Customer, based on the Sales Order be received. The Product Fulfillment is an internal process where inventory retrieval, packaging, delivering and invoicing are involved. The After-Sales Service Support is related to the provision of repair, service and overhaul on those products/or service (warranty/insurance) extension based on the customers requirement SPECIFIC FEATURE SPECIFICATIONS & DESCRIPTIONS PER MODULE A. CRM TEAM MEMBERS ARE ASSIGNED SPECIFICALLY BASED ON TERRITORY & PRODUCT EXPERT KNOWLEDGE. The CRM App s core function is to providing the enterprise s Sales Team an integrated approach to receiving product training, leads, manage and drive sales from the assigned TERRITORY & PRODUCTS. B. DIRECT IMPORT LEAD INFORMATION FROM MS EXCEL 5 The App provides direct transfer data-mechanism from Microsoft Excel format into the system via a built-in Transporter Middleware.

6 C. VISIT RECORD ON EACH PROSPECT The App provides detailed field-visit records on each assigned Prospect. The Field Visit Record indicates the following information: Date of Visit Prospect Name (met up with) Interest in Product Expected Spend Budget Timeliness of Requirement (Immediate/Consideration/Review/Quotation/Shortlisted/Etc) Determine who is the decision making Product Demonstrated Comments Next Course of Action The Field Visit Record is to ensure information intact among team members, while circumstances as below occur: i. When the current assigned Sale Team Member resigns (or relocated to other territory), the said Prospect information is intact for the new assignee; and ii. When the Prospect calls for urgent meeting, the Team Manager can re-assign team member to meet pay-visit, in the event the first assignee is absent or attending another pre-scheduled appointment. D. CAMPAIGN ASSIGNMENT The App provides campaign management which includes: Campaign creation, Division of leads among team members based on territory/product knowledge, Provision of product training sessions & Campaign s services support. E. CONVERSION FROM LEAD TO PROSPECT The App makes clear distinction between Lead and Prospect. For Lead (either individual or company), it means the team members merely possess the contact information but yet visited or contacted with the said person/company. For Prospect, it means the team members have contacted or paid visit to the said Lead where further information on the said individual/company has been obtained. Such information like, who are the decision maker, the expected (budget) of spend, the requirement timeliness (immediate/distance/consideration/review/quotation stage) and other. 6

7 F. CONVERSION FROM PROPSPECT TO CUSTOMER The App provides Escalation Trigger function to higher-up, when the said Prospect requires urgent closing sales requirements where the assignee is not allowed to make the decisive decision. The App also provides auto the conversion process from Prospect into Customer status, upon receiving the client s PO (Purchase Orders). G. SERVICE FULFILLMENT SYSTEM (SFS) The SFS platform will commence once the App has recorded Sales Order (SO) where the Prospect has been converted in Customer. The SFS is basically a sequence of internal work flow where it sequences the system fulfillment from packing to delivery (or 4-way matching, PO-GRN-DO-INVOICE). H. AFTER SALES SERVICE SUPPORT The App includes Service Management Module where it provides after-sales service support, repair, overhaul and maintenance services with the following functionalities: 1) Job Sheet Portal 2) Job Services Portal for Technician 3) Inventory Release Module 4) Product Return to Customer via Packing List (PL) & Delivery Order (DO) Module 5) Customer Add-Call Module 6) Customer Analysis 7) Quotation Module Invoice Module I. SERVICE SUPPORT FOR SERVICE LOCATIONS The App extends the service supports for multiple locations of the enterprise Service Location (SL) as well as Service Collection (SC) Spots, which they can seamlessly login for customer s registration of product return, services, collection and warranty extension services. 7

8 2.3 APPLICATION SCREEN SHOTS & ILLUSTRATIONS 1. LOGON PAGE: This is the general logon page for users. 2. EXCEL FILE OF LEADS FOR IMPORTING INTO THE SYSTEM: The screen below illustrates a built-in middleware where it enables users to import directly the Lead (possible prospects) information such as the name, contact information & addresses into the system. The Start Import button where it provides transferring data from MS Excel into the App directly. 8

9 3. PROSPECT INFORMATION: The screen below illustrates the Prospect List. To view the details of the prospect, just click Edit. 4. PROSPECT CATEGORY CLASSIFICATION & SUB-CATEGORY: The screen illustrates the System Administration can provide clear distinctions on each prospect s classifications, such as Main Category= Industrial and Sub Category Electrical & Electronic. 9

10 5. TEAM MEMBERS: The screen below illustrates the assigned team members details. To edit each team member, clicks Edit. 6. PRODUCTS: The screen below illustrates the Product details where it CRM Team Members are to market. This normally is administrated by the approved authorized users. 10

11 The following screen illustrations are for the FULFILLMENT SYSTEM, where the status of Prospect has been converted into Customer upon the Sales Order been received and recorded. 1. Dictionary (top left-hand corner): Upon you logon, you may be presented a display page as below where the master-file configuration panel, Dictionary, is located at the top lefthand corner. 11

12 2. ADD NEW CUSTOMER: If you intend to add a new customer for, say, the Walk-In type, then please clicks on [Walk In] first, the you will be led to the following central windows as display below. To add a new customer record, clicks [Add New Customer]. 3. Customer Tags: Upon your successful step above, you will further be led to following page where you can further define the customer s information in to Business Information, Company Address and Contact Information. 12

13 4. PRODUCT (FOR Spare Parts): This is the master setting for Spare Part. This feature allows you to define your part, module, consigned bar-code and others. 5. ADD NEW PART: Once you are in [Product], you can define many characteristics on this particular part. 13

14 6. SERVICE MANAGEMENT: The Service Management provides sequence of work-flow from receiving a new Sales Order where the sequence of Job Sheet can be created to allow internal production folk to fulfill and deliver the said required services/goods. 7. TYPLICA JOB SHEET: The following screen depicts a typical Job Sheet s recorded information. 14

15 11. JOB SERVICE: Once the Job Sheet was recorded, the respective manager will assign it to Technician to carry out the said Job Service, as shown below. 12. INVENTOR RELEASED: Once the technician was assigned the Job Service, he may request for Spare Parts as shown below. 15

16 13. ADD CALL FEATURE: This feature allows the Customer Service (CS) to place and record calls to customers, whose services have been completed and pending for customer s pick-up. 16

17 2.4 HARDWARE DEPLOYMENT BASED ON HA (High Availability) The App is capable to provide Scalability and High Availability (HA) features, due to its inherent N-tier design. The following two (2) diagrams depict such capabilities: The Scalability and HA capabilities, as depicted DIAGRAM 2.4 below, is capable to support approximate 100 concurrent users at any given time. DIAGRAM 2.4 BASE HARDWARE CONFIGURATION The Base Redundancy Hardware Configuration can consist of 2 Web Servers, 2 Application Servers and 2 Database Servers. 2 units [App Servers] Operating System 1. MS Windows Server 2008 (Enterprise Edition) 2. MS Application Centre 2000 FIREWALL SET ROUTER SETS 2 units [Web Servers] OSS Application Software + Business Logic Database Server Active Node DATA BACK-UP INTERNET 1 3 ` 2 4 Passive Node Operating System: 1. MS Windows Server 2008 (Enterprise Edition) 2. Database Independence Client can choose any: - IBM DB2, - Oracle 10 g or - Microsoft SQL 2005 SWITCH-1 SWITCH-2 17

18 2.5 HARDWARE DEPLOYMENT FOR VOLUMINOUS CONCURRENT LOG-INS Client can further scale up the Application, from the configuration of [Diagram 2.4], to [Diagram 2.5] without altering any components of the Application Software, when the concurrent load demands higher number of servers be added. The Scalability allows client to add, from Diagram 2.4, up to 32 Web servers, 12 Application Servers and 2 Database Servers as depicted below. This scaled-up design is capable to support up to 1,000 concurrent users at any given time. DIAGRAM 2.5 Ultimate Hardware Scalability: The N-Tier Platform will allows client to scale up to 32 Web Servers and 12 Application Servers as indicated below Up to 32 units of Web Servers with Network Load Balancing Operating System 1. MS Windows Server 2008 (Web Edition) with Network Load Balancing 1 Up to 12 units of Application Servers with Component Load Balancing Operating System 1. MS Windows Server 2008 (Enterprise Edition) 2. MS Application Centre 2000 OSS Application Software + Business Logic FIREWALL SET ROUTER SETS Database Server Active Node DATA BACK-UP ` INTERNET Increase up to 32 web servers Passive Node Operating System: 1. MS Windows Server 2008 (Enterprise Edition) Database Independence Client can choose any: IBM DB2, - Oracle 10 g or - Microsoft SQL SWITCH-1 SWITCH-2 18

19 2.6 OVERALL DIAGRAM OF COMBINED APPLICATION SOFTWARE AND HARDWARE The following diagram depicts the location based co-relationship between hardware and application software, when they are deployed together. TOPOLOGY ON HARDWARE AND APPLICATION SOFTWARE DEPLOYMENT & CONFIGURATION End-Users ` END-USERS Web Servers System Security: Access Control Manager & Session Control Application Server Application Software-1 Application Software-2 Application Software-3 Application Infrastructure Building Block: Access Control, Encryption, Audit Track, Single-Sign_In, SMS, Report Portal & Others Database Server Switch-1 Switch-2 Data Access Layer (DAL) Database Active Node Passive Node SAN/NAS BACK-UP 19

20 3. APPLICATION SERVER FOR CORPORATE GOVERNANCE, SECURITY AND CENTRAL MANAGEMENT OVERSIGHTS The App though provides multiple functionalities to end-users, but it lacks the central administrative tool for management user behavior, set corporate policies for harmonization, managing security, set User Access Right and features deems to be important for corporate compliances. The above issues can be resolved via the OSS APPLICATION SERVER (ASP.NET/3.0). The App Server is a central and stand-alone Administrative Portal, where it allows the System Administrators to manage, regulate and govern various centralized corporate policy, compliances and management oversight. OSS APPLICATION SERVER (ASP.NET) is an SOA based central foundation block that provides full gamut of services as briefly described below: A. Enforce Overall System Security to all users, in accordance to central corporate policy and compliances; A. To add, delete, maintain and de-activate new or current users remotely; B. To authenticate login User ID and Passwords, in accordance to each user s role and responsibilities; C. To allocate & restrict on Each User Right Access in accordance to his/her roles; E. Provides central MOM (Messaging Oriented Middleware)- in the form of SMS and on events that trigger pre-determined risk threshold; F. Identity Management (via Audit Trace & Track); G. Maintainability: The SOA enables the System Administrators various central tools to maintain the system parameters via a simple web browser; H. Provide data-interchangeable tool (or Application Program Interfaces, APIs), and I. Report Portal & Business Intelligence (optional): These two functions supports end-users the ultimate portability to present, share and collaborate with others via a simple web browser and internet connections, regardless of the end-users geographic location; and 20

21 SCREEN SHOTS EXAMPLE OF OSS Application Server (ASP.NET): A. System Security The [General Parameter Setting] tag that allows System Administrator to remotely configure various log-in parameters for each user. B. System Audit Trail Module It allows System Administrator to keep tracks each user s log-in activities (access, view, data entry, edit, print and others) where the system tabulates the user activities in Date, Time, Action, Field he/she accessed and others. 21

22 C. System File-Access Right Allocation Assigning specific access right on each file to each user, in accordance to the user s role and responsibility. D. System Feature-Access Right Allocation. This class-specific (Object Oriented) feature allow system administrator to allocate Access Right in check-box whose features will be accorded to approved users. 22

23 [OPEN SPECTRUM SOLUTION] 1. The above information is correct at the time of this article went to print and release on the OSS website. OSS reserves the absolute right to alter and change any of them at any given time without notifying the installed clienteles; 2. For most updated information on the said application, please contract your nearest OSS authorized resellers or logon to for contact; and 3. For reporting of error and mistakes at the above article s, please send your message to 23