Business Challenge

The customer, a Swiss company specializing in development and marketing of workflow management software, had already had Call Center Operations system partially implemented but would like to re-engineer the existing software and develop scalable, extensible and easy to support modules with excellent architecture.

Solution

The software developed by Intellias represents a distributed time management and planning system. Additionally, it can be fairly considered as a basic level ERP system.

The following major modules of the system have been developed:

• Management of orders (employee assignments, advanced visual time-planning, identification of recurring orders)
• Visualization of orders and service staff (location and routing) on the city map by the means of GIS (CorbitConnect technology)
• Management of users, clients, servicing objects, models, equipment, skills, regions
• Workflow planning
• Reporting and accounting
• Comprehensive statistics
• User rights management
• Web application for thin clients

Project Architecture

The system features highly modular n-tier architecture (including central database server, web services, PC
and PDA programs) based on SOA (service oriented architecture) principles. This makes the system highly scalable by ensuring easy addition of new functionality and management of business rules. For example, project architecture provides for plugging in alternative GIS-modules and integrating with existing ERP systems. Furthermore, Call Center Operations system is about to become fully SOA-compliant.