Système de suivi des problèmes (Bugs) : B-WARN Suite

Since the relational marketing concept appeared, customer-enterprise relation became a competitive agent that all companies aim to manage and improve in order to maintain their customers and attract new ones. This management integrates a multi-channel which covers several customer-enterprise communication channels that have obviously increased with the telecommunication technologies evolution. Customer service is a major topic covered by the customer relationship management. For this reason, issues tracking systems became widely used, especially in companies offering IT services. The majority of these systems use the trouble ticket principle in order to follow the bug (or problem) progression during its processing cycle. Further, these systems integrate a multi-tiers service architecture, which is commonly used by enterprises in order to offer high availability services, and decrease their team time wasting. Like all companies, PIXEL required to develop a similar system to organize its customer service department and offer its clients a high availability services. This system, which I was in charge of all its development process, was planned to cover all above mentioned topics. ; Dès l’apparition du concept marketing relationnel, la relation client-entreprise est devenue un facteur compétitif que les entreprises visent à gérer de la meilleure façon afin de conserver leurs clients et séduire des nouveaux. Cette gestion vise à intégrer un multi-canal qui couvre les divers canaux des communications client-entreprise, qui ont notamment augmenté avec l’évolution des technologies de télécommunications. Le service client étant un point essentiel englobé par la gestion de la relation client, les systèmes de suivi des problèmes sont devenus fréquemment utilisés, notamment dans les entreprises qui offrent des services informatiques. Dans leur majorité, ces systèmes utilisent le principe de ticket de suivi, afin de poursuivre la progression des bugs (ou problèmes) tout au long de leur traitement. En outre, ils ingèrent une ...