Zoho Application Requirements

Vendor : Rashmi 

Customer : CROMA – The Electronics Megastore

Requirements : Complaint Registration System - CROMA

This complaint registration system should allow customers to register their complaints regarding the consumer electronic products that they buy from Croma stores. Consumers should be able to register their request for servicing of the products. The administrator should receive requests from consumers and should be able to use the system for assigning a technician to each of the consumer requests.

Roles:

1.      Customer

2.      Administrator

Steps of Action:

Customer

1.      Navigate to the Customer Complaint form.

2.      Enter the Customer ID provided at the time of purchase.

3.      Enter personal details like first name, last name, email ID and phone number.

4.      Select the product type from a list and enter the product ID provided at the time of purchase.

5.      Enter the date of purchase.

6.      Enter the preferred date for service and select preferred time slot for service.

7.      Satisfy all validations and submit the form.

8.      On submission, the customer gets an email as acknowledgement and the administrator gets an email specifying the service request of consumer.

Administrator

1.      The administrator receives an email specifying the service request of consumer.

2.      Navigate to the Administrator form to assign the technician.

3.      Enter the Customer ID of the consumer to whom technician has to be assigned.

4.      Enter the name and code of the technician to be assigned.

5.      Enter the date of service.

6.      Enter the authorisation signature that is only available with the administrator.

7.      Specify the Email ID of customer.

8.      Satisfy all validations and submit the form.

9.      On submission, customer gets an email specifying the details of the technician assigned to him and the date of service.