Telephone Services Request (TSR) migration to PeopleSoft CRM

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Summary:

The current Telephone Services Request (TSR) work order tracking application is a stand-alone database and web application,
residing on webapp3.asu.edu. This project will incorporate TSRs into PeopleSoft CRM, thereby integrating the work order
processes for data and voice network services and allowing further utilization of the PeopleSoft CRM databases, utilities, and metrics.

Start Date:

November 7, 2008

Stage:

Canceled - No UTO involvement.

People

Sponsor/Champion:

Adrian Sannier, Vice President and University Technology Officer

Lead Customer:

Dave McKee

Project Manager:

Mike Brown

Contact for more information:

lani@asu.edu

Associate VP University Technology:

Bob Nelson

University Technology Director:

Dave McKee

More Info

Source:

Internal

Priority:

Needs Prioritization

Scope:

Analyze and identify requirements of the voice services work order processing system
Determine if CRM Support self-service template can be modified to capture information required for a voice services request
Determine if CRM Support service orders can be modified to capture information required for processing voice services requests
Modify business processes to utilize PerceptIS resources for 1st level customer support in order taking and simple case resolution
Modify business processes to utilize PeopleSoft CRM for order processing

Risk & Threats:

The existing TSR application is a legacy application with no internal application support for errors, bugs, improvements, or reporting. This work order tracking system is currently the sole mechanism by which telephone revenue is generated and processing is tracked. Customers are increasingly confused and frustrated by the multiple and disparate systems -- PeopleSoft CRM (Help Desk), CSR, TSR, and email-submission -- that are used to facilitate requests regarding voice and data services.