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Case Study Commissioner for Complaints for Telecommunications Services

Ottawa, Ontario
Associations

Robust software solution allows for efficieint processing, escalation and tracking of customer grievances

The Commissioner for Complaints for Telecommunications Services (CCTS) is an independent organization that works with customers of telecommunications service providers (TSPs) to resolve complaints that have been filed against TSPs. CCTS contracted FD Solutions to support and enhance their Incident Management System (IMS). IMS is used by CCTS' customer service representatives to log, track, escalate, and resolve or close complaints that are opened by unhappy customers. Due to the increase in incoming complaints, CCTS decided that it needed an established software development company to support the IMS, as well as handle any future enhancements to the application.

Read Details

Challenge accepted

Enhance and support a high-performance system to log, track, and update incidents while offering powerful reporting capabilities.

Solution delivered

FD Solutions created a sophisticated rule-based decision making system for CCTS' customer support team using Struts MVC architecture with Spring IOC as a middle tier which sits on a MySQL RDBMS.

Technologies

  • Java EE
  • JSP
  • Struts MVC
  • Spring IOC
  • JDBC
  • Hibernate ORM
  • JasperReports
  • OpenReports
  • HTML
  • jQuery
  • MySQL RDBMS
  • Java EE
  • JSP
  • Struts MVC
  • Spring IOC
  • JDBC
  • Hibernate ORM
  • JasperReports
  • OpenReports
  • HTML
  • jQuery
  • MySQL RDBMS
  • Java EE
  • JSP
  • Struts MVC
  • Spring IOC
  • JDBC
  • Hibernate ORM
  • JasperReports
  • OpenReports
  • HTML
  • jQuery
  • MySQL RDBMS
  • Java EE
  • JSP
  • Struts MVC
  • Spring IOC
  • JDBC
  • Hibernate ORM
  • JasperReports
  • OpenReports
  • HTML
  • jQuery
  • MySQL RDBMS

Benefits of deliverable

Intuitive and easy-to-use features make daily reduce human error and reduce the time needed to track and update complaints.

All application configuration changes can be done by a CCTS administrator with the appropriate privileges.

Portal access encourages TSPs to communicate more quickly with CCTS, and provides them with all pertinent complaint details.

The JasperReports framework allows complex query-based reports to be generated quickly and with ease.

Sophisticated logging pinpoints any failed or anomalous application transactions.

The partial use of the existing code base kept costs down.

Emails sent to both the customer and TSP provided updates on the progress of an incident.

Solution details

Incident information is optimally displayed and grouped into a permissions-based dashboard. IMS users have the ability to search for incidents based on a variety of attributes such as name, phone number, account number, email address, incident status, incident date, nature of incident, and keywords. IMS also performs a duplicate check any time a new incident is registered. CCTS administrators are able to define roles and permissions, manage users, and change configuration settings from an administration system.

IMS allows customer service representatives to quickly create incidents that arrive through phone calls, and emails. If an incident is submitted through a form on the CCTS website, IMS will parse the information and create the incident automatically.

Notification trigger dates are applied to each incident after its creation to alert CSRs to upcoming deadlines in the incident lifecycle.

As an incident gets updated through various levels and statuses, emails are sent to the customer and TSP advising them on progress, or asking for more detailed information. These emails are automatically generated from a template repository. CSRs can add, edit, or delete content using an intuitive editor prior to performing the update and triggering the email.

CCTS Respond Incident screenshot

CCTS needed robust and powerful reporting capabilities which were implemented using the JasperReports framework and the OpenReports frontend. FD designed reports to track complaints and CSR performance based on report definitions by CCTS, and enhanced JasperReports to allow for dynamic query-based reporting to be done on demand.

CCTS Incident Search screenshot

While IMS was only used by CCTS resources, a second piece to the solution was implemented to allow TSP users to log in to a custom portal to examine and take appropriate action on incidents that were logged against them. This portal enables quicker review and feedback from the TSP, which ultimately results in faster incident resolution or closure times.

CCTS processed 14,036 incidents in 2012 -2013. Over 90% were successfully resolved to the satisfaction of the customer and the service provider.

A few words about the project

Feedback

You developed IMS to our specifications, on time and on budget, while providing insight and experience regarding application scale and performance.

— Commissioner at Commissioner for Complaints for Telecommunications Services

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