Online Support Module is a fully functional Internet based Customer Care System developed by ScanTrax Systems Pvt. Ltd. This module is applicable for all companies who wish to develop better relationship with their prospects or clients on an on-going basis.

This web-based module is to be used as part of the web site of the company. For companies/organizations that do not have a web site, a new web site can be created which incorporates this system. Equally, for those companies who already have a web site, this module can be added and seamlessly integrated with their existing web sites.

How the System Works

The system is used with an E-mail Address as login name and CustomerCode as password. The Clients of the Company choose their own e-mail address for logging in and the Company or the web site owner provides the CustomerCode i.e., the password. Query/suggestion/complaint/feedback from any client is submitted on the web site of the Company using Post Query button on the initial login screen of this module. The query is immediately uploaded on the net and stays there as catalogued database which can be accessed by both, the company as well as the client, whenever required.

Every time a fresh query is sent, it is registered and allotted a tracking number. An auto e-mail flies to both the sender of the query (the Client) and the receiver (the Company) about the registration of a new query. The Client in his/her e-mail is (obviously) informed that the Company has received the query and that the Company would revert back with a solution, in a short while. Instantly, a text message using "i mode" of mobile communication is flashed on the designated cell phone number of the Company. The information available on the cell phone includes e-mail address of the Client and the subject of the query. Such an "i mode" message can be received on the mobile phone, anywhere in the world (Of course, it is presumed here that a world roaming number is available with the company). This cell phone intimation facility can be activated/de-activated at will. Also, the designated cell phone number can be chosen and changed by the user of the system, on the net-based module under his/her own arrangements. From the perspective of the Company's Client, in a sense, this mobile message facility implies that the Company has a 24*7 net-based back office presence.

The Company using an exclusive administrative screen, posts reply to the query, which also remains on the net and an auto e-mail reply goes to the client. This net-based procedure of question and answer can be continued till the client is completely satisfied for the particular query. Simultaneously, the same client or thousands of clients can ask any number of queries. All these questions and answers remain client wise catalogued on the net.

This system can be created either as an exclusive "net-based only model" or as a "three-tier model". The distributed (or the three-tier) model of the application can be created in a manner such that query database of prospects/clients can be periodically down loaded from the net for extraction of business intelligence or for any other purpose.