An Enhanced Customer Management and Schedulıng System

Abstract

This study introduces an enhanced customer management and scheduling system
aimed at improving task assignment for handling customer queries, follow-ups,
and standby duties. Traditional scheduling methods often struggle in dynamic
environments where query volumes, priorities, and resource availability change
frequently. These challenges lead to poor customer satisfaction, inefficient resource
use, and delayed responses. The problem’s combinatorial nature, classified as NPhard,
makes it computationally difficult to find optimal schedules, especially as
task complexity increases. To address these issues, the Agile Software Development
Methodology was adopted to design and implement a flexible and efficient
scheduling system. The system adapts to changing conditions and optimizes
personnel allocation for customer service tasks, ensuring better responsiveness and
resource utilization. The results of the implementation showed remarkable
improvements across key performance areas. Portability increased by 35%, ease
of use and user experience improved by 45%, and accessibility was enhanced by
50%. Operational costs were reduced by 60%, while customer access time
improved by 70%. Appointment scheduling time was reduced by 65%, and data
security was strengthened by 50%. These improvements demonstrate the system’s
effectiveness in delivering a more reliable, user-friendly, and cost-efficient solution
for managing customer interactions and scheduling tasks in dynamic environment.