Synchronization of a new information system with MS Outlook
Customer
Technologies
Requirement
Client wants to have a tailored information system. Client uses Microsoft Windows platform and Microsoft Office and he would like to integrate his new information system to these platforms.
Basic requirements on application are:
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Easy controllability and user friendly environment of the information system
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Integration of IS into Microsoft Office interface
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Easy and effective access to the information system’s data
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Effective email communication
Solution of information system’s integration
A Smart Client type of application based on Microsoft Office Add-in technology is used for displaying newly reorganized data. This application adjusts current user interface of Microsoft Office applications (Outlook, Word, Excel, Powerpoint) to the needs of the new application. Therefore user can use the new software in an already known environment. Data are centrally stored on a database server by which means is ensured their consistence and actualization. A part of the solution is also a web interface which enables access to the information system from anywhere without the need to install anything on client computers. Microsoft SQL Reporting Services technology was used for effective display of data.
Example of implementation
Company selling hardware requires a new helpdesk which processes customer’s requests.
Zvětšit
obrázek 
Customer places his request for support using a web application. This request is stored in SQL database and is automatically displayed in MS Outlook to an employee of Support Service who has to solve the current problem. The employee of Support Service opens, just by clicking on the item, a special dialog window with details about current request and sends an email to manufacturer of the hardware product. Application automatically records sent email and adds it to the current request.
Customer who logs in to the web application automatically sees the status of his request (“Manufacturer contacted”). After receiving the manufacturer’s reply, employee of Support Service again opens customer’s request and informs him about the solution of his problem. Simultaneously he fills in an internal question form about the problem details (which component caused the problem, if the problem was solved by replacement or just by repair etc.). Thanks to connection to an SMS gate of a mobile network operator, customer is informed about the settlement of his request by an SMS message sent on his cell phone.
Company’s manager has his own page in Outlook where he can monitor status of all customer requests. He can display actually generated reports which analyze acquired data by clicking on a button in toolbar in MS Outlook. For example, manager can display 10 hardware components which most often cause problems at given customer or he can display an average time a specific employee of Support Service needs to settle a request.
If you have an idea on a new application which you want integrated into MS Outlook or MS Exchange, contact us right away.
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