FORS — Development Center announced launch into commercial operation of the Hot Line CRM-system based on the Oracle E-Business Suite at St. Petersburg Water Treatment Plant. Its implementation allowed to arrange processing of the citizens claims automatically, providing due management and control of the front offices and emergency teams activities.

For the successful fulfillment of the main task it was required to pass several steps, sorting out a whole range of administrative, technological and technical problems. The process of registration and processing of the citizens claims had to be fully automated by the Call-Center — as well as checking and distribution of the claims, getting feedback in time and current data on the results at each period of their execution.

The project, included development, tuning and implementation of the system, consisted from 10 stages. Among them there were concluding of the Requirements Specification, description and analysis of the processes, creation of their model, deploying of the prototype of the system and others. Customer’s solution «Bug tracking» helped to indicate and remove drawbacks swiftly.

Seven local departments of the Water Treatment Plant were involved in this project, covering more then 200 automated workplaces. Almost all clue modules of the Oracle E-Business Suite CRM-subsystem, including Oracle Maintenance, were installed.

Hot Line enveloped all main processes of the customer — those, as calls acceptance, claims registration, informing of the front offices, submitting of the claim for execution, changing claim status, receipt of the shifty, weekly and monthly analytical reports and many others. Eighteen specially designed unified database directories made the operators work easier. Altogether Hot Line includes 9 subsystems managing special tasks.

The solution is integrated with the city address data base that provides quick and effective search of the claimant address at the emergency zone. It is scalable, flexible, secure and based on the open standards.

Hot Line was developed on the base of the Oracle Application Server and Oracle Workflow. As a hardware, there were used 5 Hewlett-Packard servers with Xeon processors. Call-Center was also integrated with the local telephone station «Nortel Meridian».

IT-specialists of the customer were trained Oracle technologies at the FORS Training Center branch in St. — Petersburg. 150 users more were trained at their working places.

Further development of the system is planned, and that is done at the moment. Extension of its functionality and more tight integration with the other systems of the city and the enterprise — those tasks are now on the top of the list.

“Implementation of the Hot Line marked a new point in our professional activities, — mentioned Semen Ivanov, CIO of St. Petersburg Water Treatment Plant. — Due to this system we could be sure that none of the citizens’ claims would be missed, and even at the hard times, when the load increased dozen times, the system never failed. We really see the difference”.