DESIGN AND IMPLEMENTATION OF ONLINE COMPLAINT MANEGEMENT SYSTEM A CASE STUDY OF FEDERAL UNIVERSITY OF TECHNOLOGY MINNA

ABSTRACT The aim of this project is to develop a web-based customer support system for Federal University of Technology Minnas, Ogui Road, Enugu. This software system will automate the processes involved in customer support (or customer care) in the organization. Every business organization has a common aim of making profit. Customers are the source of profit for every business organization. Having in mind that without customers, a business cannot succeed, businesses take time to attend to their customers before, during and after business transactions; this constitutes customer support. In Federal University of Technology Minnas, the manual customer support system is used. However, a manual customer support system is hampered by a number of weaknesses. A manual customer support system cannot provide round-the-clock customer care; attempting to do so means employing extra staff which implies extra cost. A manual customer support system leads to people forming queues, wasting time and energy and missing so many things. Hence, the researcher is motivated to develop a web-based customer support system for the organization. The researcher uses observation technique to study the existing system and further models the new system using the Object-Oriented Analysis and Design Methodology (OOADM). MySQL is used to design the database; the project is implemented using HTML, CSS, JavaScript and PHP; while the code is written in Notepad++ IDE. The proposed system automates the customer support process of Henrich by allowing a customer to interact with an online agent or to send a mail which is promptly treated. The researcher infers that implementing this web-based customer support system will increase the organizational performance and organizational productivity of Federal University of Technology Minnas, Enugu while maintaining customer satisfaction.