Case Study Info

E-commerce and Customer Service Solution

.pdfE-commerce and customer service solution.pdf

The Challenge

A US customer, an online marketer, needs a solution to provide insight and direction related to their own marketing and conversion needs. In other words, a marketing tool that allows turning their website into a high-performance lead generation and sales machine, using software that will be easy to use and deploy. The goal is to arrive at a solution that enables the company to convert more of website’s visitors into leads and sales.

Solution Overview

Softage develops a value-added tool designed to leverage existing e-commerce sites and generate revenues from improved customer service. The system is very complicated, featuring advanced architecture, and robustly designed to support large number of clients, more than 4 million users monthly.

The system is installed on the American National Railroad Passenger Corporation Amtrak website.

For this website we develope a cluster JBoss 4.2.3.GA, Web, JMS and JBoss Cache. Hardware’s Load Balancer is used on the provider’s side.

Main Features:

  • Allows marketing and sales users of the system to trigger real-time marketing and sales actions based on defined visitor characteristics:
    • Demographic characteristics (static information known about visitor)
    • Behavioral characteristics (real – time site visit characteristics)
  • Track and report on visitor, behavior information as well as results of system actions on key business metrics.

Main features

  • Live Proactive Chat
  • Site Population Filter
  • Intelligent Call Routing
  • Call Transfer
  • Email Marketing Campaigns
  • Push Content
  • Stored Audio Messages
  • Customer Path Records
  • Customer Profile
  • Reporting & Metrics

The tool can be seamlessly implemented on existing sites within 24 hours.

Tools & Technologies

EJB2.1, JMS, Hibernate, JBoss cache, Swing, AWT, Servlet, JSP, Web Service, WSDL,AJAX, log4j, javaMail, JUnit 3.8

Java

JDK 1.4-1.5

Application servers:

JBoss 4.x, Tomcat 5.x

Databases

MySQL 3.x-4.x

Optimization tools

Ant 1.x, XDoclet 1.2.x

IDE

IntelliJ Idea