Year of Graduation
Customer Relationship Management of Data Centre for Educational Organization
Students, university staff and faculty members of HSE often face some difficulties dealing with installation and operation of programs, necessary for working or learning activities.University's data center is responsible for providing technical support, but it has no resources to do this on a regular basis. Due to this fact, requests for technical support are accepted only from university’s staff and faculty members, technical problems students face with are neglected.Solution to this problem can be in development of web-portal with technical support system for the university. This system contains two basic systems. The first one is CRM that needs to receive and operate requests. The second one is WfM system responsible for developing solutions to the problem and assigning tasks to the engineers. In this paper the process of designing and developing of CRM module of the system.The work includes an introduction, three main chapters, conclusion and three appendices.The introduction summarizes the urgency of the development of this system, and provides goals and objectives. The aim is to design and develop CRM module responsible for receiving and operating requests for technical support from students and faculty members of HSE as a part of the technical support system of the university.The first chapter represents the basic theoretical background for the CRM module development including analysis of books and articles about information systems, their design and implementation, various kinds of web portals and about the organization of CRM systems. Conclusions about what the developed CRM module will represent itself were drawn from the obtained information. Theoretical study was conducted by examining the domestic and foreign books and articles about the subject.In the second chapter there are described the stages of design and development of CRM module. Design stage includes a description of business processes of providing technical support "as is" and "to be," the creation of a data structure of the module and writing technical specifications for it. Web-portal with CRM module was developed in MS Sharepoint environment with the use of MS Visual Studio for some complex data operating. Description of the solution, which can be used as a guide to developers and users, was also created.The third chapter provides an economical description of the developed solution. It describes the main costs of implementation and maintenance of the system.Conclusion contains the main results of the paper.The appendixes include business processes of developed module, technical specification for it and the source codes for the developed solution.