Hi guys,
I could use some direction and adivice, firstly let the me explain the situation.
Were I currently work we are in the service industry and we manager units of work for our customers(cases or projects), these normaly have a life span of 2 - 4 weeks each and we have about 10-15 open cases per staff member. Currently we have a electronic register to keep tract of the regiestered case and it recoreds them as open or close and everything else about the process of the cases is manual or in hard copy.
This means the following are done maunally
1 - Chaging of case status
2 - adding and storing of case documents
3 - All feed back to the customer in maunal
I would like to look at implementing so sort of sofware process to track these cases, including the status changed int he cases and automating some elmai of the docs and relevate communications.
event to the point where the system can defint the set;s in the case as oppose to the staff member level of experiance.
So my question start here. where do I start should i try and write the entire thing from scratch(*yikes*)
or do I start knitting together pieces of software to handle then processes a.
IF so which software does good case managment and process managemenet.
I would prefer to use open source software and the lamp stack. as microsoft is already killing us from lisceninng and we are a low margin business.
Please let me know if you have any recommendationd or previous experience in this kinda thing.
I could use some direction and adivice, firstly let the me explain the situation.
Were I currently work we are in the service industry and we manager units of work for our customers(cases or projects), these normaly have a life span of 2 - 4 weeks each and we have about 10-15 open cases per staff member. Currently we have a electronic register to keep tract of the regiestered case and it recoreds them as open or close and everything else about the process of the cases is manual or in hard copy.
This means the following are done maunally
1 - Chaging of case status
2 - adding and storing of case documents
3 - All feed back to the customer in maunal
I would like to look at implementing so sort of sofware process to track these cases, including the status changed int he cases and automating some elmai of the docs and relevate communications.
event to the point where the system can defint the set;s in the case as oppose to the staff member level of experiance.
So my question start here. where do I start should i try and write the entire thing from scratch(*yikes*)
or do I start knitting together pieces of software to handle then processes a.
IF so which software does good case managment and process managemenet.
I would prefer to use open source software and the lamp stack. as microsoft is already killing us from lisceninng and we are a low margin business.
Please let me know if you have any recommendationd or previous experience in this kinda thing.
