Developed a unified model that seamlessly integrated web and
windows applications, providing an automated business process.
Using process and data flow modeling techniques & Telelink
controls on .Net Framework, process reengineering was done to move
a CSR driven approach to a web based client dashboard. The end
result was an application that was scalable, intelligent and
provided better usability and greater functionality.
- Project Duration
- Visual Studio .NET 2005,
VSS, ASP.NET 2.0, AJAX, C#.NET, VB.NET, WinForms, CruiseControl
.net , Telerik, Omniture, Offermatica, Pixel ,Ghostdoc, Fxcop, MS
SQL SERVER 2005, Windows 2003, IIS6
- 3 Years
- United States
Client had multiple legacy
applications and websites for shopping cart, customer and employee
control panels. All these applications lacked integration with each
other, were time consuming and old-fashioned. The applications
performed number of tasks sequentially, slowly and thus reduced
company's throughput significantly. The applications were unable to
suffice to the customer requests, subsequently creating a possible
threat on the company's growing prospects.
- The client was bearing significant
cost for redundant, cumbersome tasks for customer verification and
Dialed Number Identification Service (DNIS)'s activation
- Customer Service Representatives
(CSRs) were unable to provide customer's information
- Client was unable to get current
snapshot for its operations.
- Senior management was unable to
get information for marketing trends, product performance, sales,
- Marketing managers were unable to
track customer behavior, site usability, feedback, sales and
revenue patterns and gray areas to optimize.
- Customers were unable to select
DNIS of their choice with constraint of one DNIS per order. This
played an important factor for low customer conversions.
- Main areas that needed to be
solved were collaboration, automation, value added services and low
The client wanted to provide a
single point access for seamless working of site. Cygnet InfoTech
developed a unified model and seamlessly integrated web and windows
applications with each other to provide an automated business
process. The end result was an application that was scalable,
intelligent and was delivering pleasant experience, better
usability, and greater functionality:
- Shopping cart was re-designed to
provide multiple DNIS selection, multiple product options, and
promotional offers resulting in increased traffic and conversions.
Application was designed to add promotional plans, coupon codes and
marketing tactics on the fly without requiring IT support. The end
result was scalable, fast and accessible on primitive web browsers
- Customer's control panel was
revamped to deliver better user experiences, helpdesk, support
tickets, knowledge base articles, and extensive value added
services. Customers could manage and configure toll free numbers
from any web browsers without any manual intervention.
- Site was designed with higher
ergonomics, appropriate information on pages allowing the customers
to order with minimum clicks.
- Administrative control panel was
developed leveraging automation, generating required information
from any business process. Additionally new services were added
making the entire administration smoother, easier and faster.
- New modules for prospect, case and
support, telephony procedures and configuration, CSR training,
voice studio, automatic email management, job management, billing
manager, CSR performance and survey were added that tremendously
boosted system performance.
- A reporting module was provided
that churned existing information to provide accurate and exact
information aiding the management to take better, fast and informed
- Telephony applications were also
developed to enhance, automate technical configuration and
procedures. These applications were designed to be multi-threaded,
high performing and scalable.
- Payment gateways were integrated
to support monthly recurring billing payments in multi-threading
fashion to drastically reduce credit card processing duration.
- Phone Spell Engine was provided to
generate mnemonics based on permutations and combinations of
dictionary words achieved through extreme fast type safe data
structures; end result was 2nd rank among top phone spell search
- The new solution increased
CSR productivity drastically. Knowledge base articles and tips
helped customer to configure services better reducing CSR
- Improved Employee
- Multiple credit cards
processing with reduction in failures. In addition single click
financial transactions freeing the users from redundant tasks and
achieving better financial concentration on critical
- Better information
availability helping in better decision making.
- Improved Customer