AyMINE – Technical documentation
User Modules
Task, project & quality management
Manager approval with the task report
Why some data can't be deleted
Region / project / methodology
Change management process in a project
Qualification of user or contact
Right to Manage Qualifications
Methodology and Quality Management systems
What a methodology / QMS consists of
Customer Service Response Generation
Objects affected by the problem
Return project plan by baseline
Sample tasks and methodologies of the area
Effect of the task on the right to modify the attached object
The person responsible for the task
Working procedure – task definition
Objects related to the task pattern
Contacts and directories module (CRM)
Web management and automation
Receiving a message from the web
Human resources
Human Resources module security
Manage department / division data
Synchronizing staff and system users
Products, assets and sales
Received order for goods or services
Technical Modules
Sabre plugin module
Enterprise Architect connector
Database link to Enterprise Architect database
System Modules
The AyMINE Framework Module
Configure how your system looks and works
Gestures and keyboard shortcuts
More about how the system works
Private notes and tags for objects
Filtering in the list of records
System Management
Additional functions with files
Copying and moving files between objects
Files (documents) linked to the object
Formatted texts in the application
Gateway settings for external messages
IMP gateway settings for email communication
Customer Care Centre
Customer Care Center support automates the processing of customer requests.
The care center, or support center, etc. is named Customer Helpdesk in the system.
Incoming problem reports from customers
Requests from customers can come in through a variety of routes:
- Emails to the support address.
- Via a web form.
- By other reports entered by the employee (e.g., in the store, by mailed return) – the receiving employee enters the request in person
Problem handling
Reports received electronically are in the system among the messages received from outside. The messages are displayed on the customer help desk. They can be seen by the staff in charge of customer care.
Linking customer reports to customer information
If a customer sends an email from a saved address, or fills in the form with their email that is saved in the address book, the report is automatically linked. It is then possible to open all communications, orders and other customer records immediately.
The web form can contain a field for the order number – the report is then automatically linked to the order.
When the customer t is not registered in the database (e.g. did not agree to store the data in the e-shop, purchased in a brick-and-mortar store, etc.), it is possible to create a new record directly from the message by adding the addressee.
The quickest way to enter is to find the order by number, and create a new issue directly from the order. This will create a customer ticket linked to both the customer and the order.
Communication with the customer
It is possible to reply to the customer:
- By email directly from the system
- By telephone directly via a connected VoIP PBX
- By SMS message
All communication is archived with the complaint or the customer. It is possible to save information about what was agreed with the customer directly after the call. It is also possible to store information that the call could not be connected or an agreement could not be reached.
Good to know
- General information about the problem can be found here.
- The internal helpdesk is covered in this chapter. The page also covers the helpdesk setup, which is the same for both the internal and customer helpdesk.