Building and implementing on-line complaint handling system for Phillip Securities.

• Main Authors: Zhang, Peifei, Lee, Wai Hong, Hou, Xuehui
• Other Authors: Yeow Yong Kwang, Adrian
• Format: Final Year Project
• Language: English
• Published: 2015
• Subjects: DRNTU::Business::Information technology::Customer relationship management systems
• Online Access: http://hdl.handle.net/10356/62012
• Institution: Nanyang Technological University

This report documents the group’s 8-month development of Phillip Securities’ online complaint handling system. The project started in May 2009 and ends in March 2010. Insofar, the first phase of the project has been completed. This online system is based on an open-source ticketing system which is OS Ticket. The reason for this selection over others is because it provides the largest features that fit Phillip Securities complaint handling process requirements. OS Ticket has a client panel, staff panel as well as an admin panel. Client panel allows customer to submit a complaint and check the ticket status, whereas staff panel allows staff to process the received ticket and to create a new ticket on behalf of customers. Admin panel is mainly for the administrator to configure the logics of the system. Enhancements and customizations are mainly in three areas: data reporting functions, access matrix and system work flow. For data reporting, more information is being captured in the forms of the web pages. Access rights are the different permissions given to the employees working in Phillip Securities whereas system work flow defines the auto-mapping of tickets to the departments. The final system is more user-friendly and powerful as it captures more complaint –related information and routes the ticket to the specific team automatically based on the nature of the complaint. Consequently, the system expedites the complaint-handing speed of the company, thus improves the overall customer service level.