Knowledge Base System Development
Global Leading Semiconductor for Wired and Wireless Communications to Gain More from Existing Knowledge
Client Background
The client is a major technology innovator and global leader in semiconductors for wired and wireless communications, and one of the world's largest fabless semiconductor companies.
Business Requirement
The client is operating a CSP (Customer Support Portal) as the single conduit for various customer interactions with millions of internal and external technical users. Prior to this project, all customer issues were handled by raising an IMS case, email or other mechanisms. There is no easy reference for the customer to see if a problem/question can be resolved without resorting to any of the above.
Beyondsoft team is selected as the technical service partner for the client to provide development, maintenance and continuous support of the system on an ongoing basis.
Challenges
- Technical Challenges: This was a complex and unique project with many challenges.
- Many dependencies between modules - Master, DocSAFE and IMS.
- KBM design is such that it resides in its own independent application space but GUI is merged with Master and IMS.
- During development CSP migrated over to SQL Server 2005 - development started on SQL Server 2000 but deployment done on SQL Server 2005.
- Multiple time zones - development team in China, CM team in Pakistan and Broadcom team in US and UK.
Beyondsoft Solutions
- Beyondsoft takes the full ownership of the project and involves in almost all development activities including Project life cycle management, System design and functional design, programming, testing, maintenance, application support, etc.
- We use on-site and offshore combined models throughout the project life cycle. The project team works closely (on-site) with the clients technical team to understand the requirements and development life-cycle. Technical Design documents finished and approved on site.
- Most module dependencies were identified during the design phase and solved in the early implementation stage of the project.
- Weekly project review meetings with the Broadcom team, critical issues are communicated through AIM in real time.
- Team hard working to keep the project on schedule.
Benefit and Result
- This will greatly reduce process times for issue resolution, improve customer satisfaction, lead to better communication in the team and also reduce efforts from Broadcom engineers, allowing them time to focus on Broadcom’s core competencies.
- Knowledge Base System was deployed in production much earlier than scheduled time.
- The consolidated CSP system provided unified approach for the internal and external clients to track, manage, and resolve the issues, and significantly improve the efficiency of over 60%.
- Provided updated and easy to understand user guide.
- N-Tier Application Design.
- Microsoft ASP.NET (C#).
- Microsoft SQL Server 2000/2005
- Microsoft Application Blocks (Enterprise Library).
- Integrated Database Access Control with Multi-Level Protection.
- Integrated System Security Control across Multiple Virtual Directories.
- Network Load Balance.
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