The document outlines a case study for a central feedback management system for a healthcare client with 26 alarm centers. It highlights the need for an automated, standardized solution to replace existing disparate methods of feedback storage and processing. The proposed system utilizes SharePoint for user authentication, workflow management, and notification triggering to enhance efficiency and reduce costs.

1. Case Study Healthcare & Life Sciences
World’s leading international healthcare, medical assistance and security services
– Customer Feedback System
Client Overview
Customer service executives located at different alarm centres who are responsible for collecting the feedback and assigning it to the right assessment
team. There are 26 Alarm Centers located at 8 regions across different countries.
Client Requirement
Existing feedbacks are stored and managed in different software applications in different Challenges
locations ranging from MS Excel spreadsheets to CASE CC which is a non-centralized and
non-standardized method. They need a central system which can automate the feedback Requirements were very high level and
management process in the organization. complex in nature. Especially notification
rules.
Scope of Work Time Zone – Local PC time
Central Application which tracks feedback management process consists of three steps Security Group – Mapping with Active
Recording the feedback Directory and SharePoint
Assessment of the feedback Reports and workflows trigger
Implementing remedial actions for the feedback Multiple attachments
Date Picker
Solution
Web based solution is provided for CFS which was hosted in SharePoint environment. End Benefits
users are authenticated through SharePoint site to access CFS system.
Central system which has user friendly
Developed rule based engine which sends notification to different people on the basis of dashboard by using integrated BI
certain actions capabilities such as dashboards, Web
Developed workflows which used to notify respective stakeholders in the system on creation / Parts and business data connectivity
assessment / closure of feedback technologies which shows CFR / FAR
and RAR records belongs to certain user
Technology Environment Automation of the feedback process by
Windows SharePoint Server 3.0 using custom SharePoint designer
SQL server 2005 SP3 workflows that helped in improving
Microsoft Visual Studi0 2005 with .Net Framework 2.0 SP1 quality, increase throughput, reduce
costs and ensured efficient way of
working
Improved rendering and performance
through Moss level Caching
Managing multi-lingual content through
document library
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