[Erp5-dev] customization of ERP5 for helpdesk, customer order management

[david bain]

I asked a similar question of another project that is CRM focused (vTiger).
I've been working with Zope/Plone for the last 2 years, am strong in ZPT
followed by python. I would like to accomplish the following:

1. be able to transfer/assign tasks to appropriate persons csr/manager
based on type of action, possibly categorized by authorization level
use case: customer calls the help desk and wants their thingy ma jig
to be able to send messages to hong kong, this requires a manager to
authorize this. The customer rep creates a "request" in ERP5 for "send
message to hongkong ability" this automatically assigned to a manager since
a normal customer rep cannot accomplish this task.
2. master screen where a manager can see outstanding items and
required completion time
use case: a manager logs in and goes to their master screen. It shows
them outstanding tasks with a live countdown to when it will become overdue,
overdue tasks are highlighted in a different color.
3. ability to assess csr performance based on time task is completed
use case: a manager goes to an area in ERP5 which allows them to see
how many calls were fielded by customer rep x and how quickly issues were
resolved based on predetermined completion times
4. call type differentiation - should be able to show a report of the
number of calls grouped by type (10 balance requests, 15 signups.)
5. talk to an external webservice via SOAP, should be possible to pull
additional customer data stored on a different server and then store that
data locally in the ERP5 database.
use case: customer transaction history for web purchases are stored on
an external website. ERP5 works with an hourly cronjob to update itself with
the latest purchase history of customers (e.g. items purchased and the
time of purchase and failed purchases)

I'm especially interested in how much of this can ALREADY be accomplished in
ERP5 and whether the balance can realistically be accomplished in 5
dedicated days (i.e. 40 programmer hours and lots of feedback from the
mailing list)

Which items will be the most time consuming? Are any of the items above
trivial?
This solution is targeting a small customer order taking/help desk scenario
with less than 10 seats.
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[Jean-Paul Smets]

Post by david bain
I asked a similar question of another project that is CRM focused
(vTiger). I've been working with Zope/Plone for the last 2 years, am
strong in ZPT followed by python. I would like to accomplish the
1. be able to transfer/assign tasks to appropriate persons csr/manager
based on type of action, possibly categorized by authorization level
use case: customer calls the help desk and wants their thingy ma jig
to be able to send messages to hong kong, this requires a manager to
authorize this. The customer rep creates a "request" in ERP5 for "send
message to hongkong ability" this automatically assigned to a manager
since a normal customer rep cannot accomplish this task.

Already exists.

Post by david bain
2. master screen where a manager can see outstanding items and
required completion time
use case: a manager logs in and goes to their master screen. It shows
them outstanding tasks with a live countdown to when it will become
overdue, overdue tasks are highlighted in a different color.

Core already exists (DCWorkflows workflists)
Trivial form configuration is necessary though to change the front page.

Post by david bain
3. ability to assess csr performance based on time task is completed
use case: a manager goes to an area in ERP5 which allows them to see
how many calls were fielded by customer rep x and how quickly issues
were resolved based on predetermined completion times

Task performance measurement information is already stored in ERP5.
Requested featured can be obtained through very simple form configuration.

Post by david bain
4. call type differentiation - should be able to show a report of the
number of calls grouped by type (10 balance requests, 15 signups.)

Categorisation of events exists. Report does not exist. Report can be
obtained through very simple form configuration. (domain tree mode in ERP5
listbox widget)

Post by david bain
5. talk to an external webservice via SOAP, should be possible to pull
additional customer data stored on a different server and then store
that data locally in the ERP5 database.
use case: customer transaction history for web purchases are stored on
an external website. ERP5 works with an hourly cronjob to update
itself with the latest purchase history of customers (e.g. items
purchased and the time of purchase and failed purchases)

Already exists (and implemented in custumer site)

Post by david bain
I'm especially interested in how much of this can ALREADY be accomplished
in ERP5 and whether the balance can realistically be accomplished in 5
dedicated days (i.e. 40 programmer hours and lots of feedback from the
mailing list)

What you request can be accomplished in 5 days by someone who knows ERP5
well. However, I do not think this can be accomplished only through
extensive mailing list request in such a short time.

Post by david bain
Which items will be the most time consuming? Are any of the items above
trivial?

All items are trivial.

However, you probably forgot an essential part: the security analysis of the
company which will use the system. If there is no security, then everything
is trivial. Also, if security is "per capita", then no big deal. But if
abstract security is needed, that add a few days of consulting and time to
find out what kind of organisation your customer plans to base its security
on. Also add a few "buffer" weeks for the customer to understand himself
what he/she wants in terms of security.

Post by david bain
This solution is targeting a small customer order taking/help desk
scenario with less than 10 seats.