User Manual Credit Card Complaint Portal

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Credit Card Complaints Portal : User Manual

Group 4 Ravinder Pal Singh Dhillon (09BM8039)

Shikha Kaushal (09BM8030)

Ambrish Mani Tiwari (09BM8006)

Naveen Gupta (09BM8033)

Credit Card Complaints Portal

User Manual

Course Submission for:

Management Information Systems, Class of 2010

Vinod Gupta School of Management, IIT Kharagpur


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Document Version: 1.0

Release Date: 19th

April 2010

This document is a mandatory submission for the completion of the second semester of the

MBA program at the Vinod Gupta School of Management, IIT Kharagpur. All data in this

document is based on an application created on the web based IDE, ZOHO, which can be found

here: http://creator.zoho.com/deadsixix/creditcardcomplaintsredressal/#

Table of Contents

Customer Complaint Logging:

User Complaint Form Overview: 3

Fields and Data types: 4

Associated processes: 5

Employee Complaint Resolution:

Complaint Redressal Overview: 6

Fields and Data types: 7

Associated processes: 8

Complaint Records:

Complaint Repository Overview: 9

Fields, Data types and Associated processes: 10


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Notes:

The application has no security features implemented yet. Also, since its a ZOHO based

application, functionality is limited, and we had to work with what we had. Public applications

have been disabled by ZOHO so as of now only ZOHO users can access the application, or

people who have been authorized explicitly by the creator through their email ids.

Also, all forms and views are visible to all users at all times, which is highly unlikely for a

sensitive application dealing with Credit Card details, but for the purview of showcasing what

can be done with ZOHO and demonstrating basic program development prowess, this much

shall suffice.

Instead of listing all the reports in the tab for supervisors, we have chosen to have just a count

shown, and the number of pending cases along with respective categories of complaints. This

looks to be more efficient, because the supervisor needs the complete picture at a glance, and

if he or she wishes for it, the entire list of complaints can be accessed via the views. Also, since

listing each individual record was omitted, so was the time stamp associated with them.

Instead, what we have is a single page listing of all the complaints that have been registered.

ZOHO does not allow the removal of the Submit and Reset button yet, so they are redundant

on the Complaints Repository form. All the fields have been disabled, and are only meant to

display the numbers, user cannot edit them. Also, if Pending problem count for any section

goes over 5, a warning mail is generated to the section owner.

For this application, we have assigned Each of the four Complaint categories, Billing, Address,

Theft and Credit to one member, and the mailers are sent out to them respectively. The mail

function works well, and a copy of the mail is sent to both the process owner and the user that

is logged in.


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User Complaints Form:

The user complaints form is the basic input page for a customer, and is where a customer can

enter their issues. This page is responsible for gathering user data, storing records, and

notifying the concerned department of the issue.

Upon clicking on the UserComplaintForm link, we are presented with this form:

All fields are compulsory fields, and need to be filled in with appropriate data before the form

can be submitted. For instance, the Mobile No field cannot hold more than 12 characters, and

nothing except numerics is accepted, or the Expiration Date field can only take dates in the

specified format.

The terms of service is a small text area which can also contain a referenced link to the EULA or

Terms Of Service Document of the organization, if need be.


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Fields and Data Types:

Field Name Data Type Description

Customer Name Text The customers name goes here

Mobile No Numbers Customers mobile number, upto a maximum of

12 digits

Email Address Email Email address of the customer, in the standard

format [email protected]

Credit Card No Numbers The credit card number for which a complaint is

to be registered. This is a unique column.

Expiration Date Date Date of expiration of credit card. This is to verify

that the card holder can only register a complaint

Type of Complaint Dropdown

Select

Drowdown box from which the category of

complaint can be selected

Additional Description Text After a category has been selected from the Type

of Complaint dropdown, this box is usable

Steps for Data Entry:

y First, enter all personal details, like Customer Name, Mobile No, Email Addressy Next, enter Credit card card details like Credit Card No (without spaces) and Expiration

date (in specified format or from the date picker)

y Then, select the type of complaint that you may have from the Complaint Typedropdown box according to the instructions provided

y Upon selecting the type of complaint, the Additional Description box shall be enabled.Please fill in the specifics of your complaint here.

y Click on submit, this shall enter the data into our records and an email shall be sent touser as well as the Department handling complaints


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Associated Processes:

Following is a list of processes that are carried out when we use this form:

y First, on page load, the Additional Details box is disabled so that a user can only enteradditional details after he/she has decided on the complaint type category

y After a Complaint Type is selected from the Dropdown box, the event triggers theenabling of the Additional Details box, and the user can now enter text there.

y Once we hit the submit button, the following tasks are carried out:1. First, a validation check is carried out on all fields. The mandatory fields are

checked for not null values, and then the fields are checked for consistency with

the specified data types. If all checks out, then a Success message is displayed to

the user confirming the addition of data to records.

2. This data is then moved to the Form view, where it is stored for the duration ofthe session state, or until the user chooses to purge all data.

3. Also, upon successful submission, the data entered is matched against a set ofprefixed scripts. Depending upon the data entered and the complaint category,

an email is generated from the entered data, with the Additional Details forming

the Body, and the Customer Name, Credit Card No in the subject line of the

email. This email is sent to the administrator, the respective department handler

and a copy to the user that is logged in


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Complaint Redressal Form:

This is the second form in the Credit Card Complaint portal application, and is to be accessed by

employees for addressing the concerns raised. This application should not be visible to end

users without being prompted for a login box asking for authenticated credentials, but since we

arent looking into security, the frame and the options contained in it are visible to everyone.

This form can be accessed by clicking the ComplaintRedressal link from the application

Again, all fields are compulsory, and this time around, most of the fields start out disabled. Only

once you select data for a field can you proceed to the next. This insures that the user does not

miss out on some important detail.

Complaint Status decides whether the count for the Complaints Repository, the supervisor

view, is changed. Incase a complaint is closed, the count decreases, or else it remains the same.


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Field Name Data Type Description

Complaint Type Dropdown

Select

The type of complaint goes here. Depending on

the selection here, next fields get populated

Customer Name Dropdown

Select

The name of the Customer, is picked up from all

the complaints logged so far as a dropdown

Credit Card No Dropdown

Select

The Unique Credit Card No is picked up from all

the complaints logged so far as a dropdown

Action Taken Text The action taken on the complaint is to be

mentioned here. This is sent to the complainee if

the complaint is closed

Complaint Status Radio Button The status of the complaint decides how the

pending cases count is affected by submission

Steps for Data Entry:

yFirst, select a Complaint type from the dropdown selection. This will enable theCustomer Name field.

y Next, select a Customer Name from the options in the Dropdown. This dropdown willonly show the names of people who have already logged a complaint in the

UserComplaintForm. Selecting a name here will enable the Credit Card No field.

y Then, select the unique Credit Card No from the dropdown to identify the complaint inisolation, and tis will enable the Action Taken text box.

y List the action taken on the complaint here, as this shall become the body of the emailsent to customer if the complaint has been closed.

y Select Open or Closed as the status of the complaint, depending on your progress withthe complaint, and thereafter move to submit. Submitting a Closed option will result inthe complaint being taken off the pending cases.

y Click on the Submit button, which shall shoot a mail to the customer in case his queryhas been addressed, and update the count in the respective pending cases.


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y First, on page load, the Customer Name, Credit Card No and Action taken boxes aredisabled so that a user can only enter these details after he/she has decided on the

complaint type category.

y After a Complaint Type is selected from the Dropdown box, the event triggers theenabling of the Customer Name dropdown box, and the user can now select an option

here.

y After a Customer Name is selected, the Credit Card No Dropdown box is enabled, andthe user can now select a Credit Card no to uniquely identify the complaint that he/she

is addressing.

y Upon selecting a unique Credit Card No, the Action Taken text box is enabled, and theuser can mention what steps he/she has taken to address the issue

y Once we hit the submit button, the following tasks are carried out:1. First, a validation check is carried out on all fields. The mandatory fields are

checked for not null values, and then the fields are checked for consistency withthe specified data types. If all checks out, then a Success message is displayed to

the user confirming the addition of data to records.

2. This data is then moved to the Form view, where it is stored for the duration ofthe session state, or until the user chooses to purge all data.

3. Also, upon successful submission, the data entered is matched against a set ofprefixed scripts. If the Complaint Status radio button selection is on Closed, then

the pending cases count on the respective complaint type is reduced by one, and

a closure email is sent out to the Customer with Action Taken in the body.


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Complaint Repository:

This is the third and final form in the Credit Card Complaint portal application, and is to be

accessed by supervisor only. This application should not be visible to end users or to employees

of other departments, but since we arent looking into security, the frame and the options

contained in it are visible to everyone. This form is not a data entry form, and is only for viewing

the total number of complaints that have been registered so far, and the status (completed or

pending) of those complaints at a glance

This form can be accessed by clicking the ComplaintRepository link from the application

Now what is unique in this form is that all the fields are disabled and are only for viewing the

status of complaints. This form has no functional use for the Submit or Reset Button but since

ZOHO does not allow us to remove these buttons yet, they are redundant.

Also, this page decides if a warning email is generated, depending on the number of pending

cases across the tab. If the number of pending cases for any vertical, namely Billing, Address,

Credit or Theft is more than 10 (which is the threshold here) then a warning mail is generated

for the Verticle employee and cced to the supervisor (here, application owner).


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All the fields here are Numeric fields and are disabled for users. They are only used to display

the Total number of cases and Pending Cases for each vertical, namely Billing, Address, Theft

and Credit. These fields are populated at page load itself and the Submit and Reset buttons

have no functional use in the form.



y On page load the following processes are carried out:1. First, all the fields are disabled and greyed out.2. Then, the form checks the data submitted on the UserComplaintForm for the

number of entries for each of Billing, Credit, Theft and Address and those

numbers then populate the respective Total Cases count.

3. Also, the form updates the Pending Cases count for each entry listed in above.4. The form checks for the number of Closed cases as submitted on the

ComplaintRedressal form by employees working for the various departments,

and updates the Pending Cases count on the respective field.

5. This form also compares each of the Pending Cases count against a benchmark(which is set at 10 presently) and if found to be exceeding that, a warning email

is generated and sent to both the supervisor (in this case, the application owner)

and the Employee associated with the vertical.

Documents

User Manual Credit Card Complaint Portal