Database help please???

DWMW · 11-04-2009, 07:26 AM

Hi,
I was wondering if you can help?
I have been requested by my boss to make a customer support database. To give you the background - I am not in any way experienced in making databases or really understanding how to program them?

Basically myself and my team (5 of us) provide technical support to the aerospace industry around the world on a 24/7 basis. We normally recieve a call or email from them and try and help that way. However we have now been instructed to log our calls and emails and keep logs of the engineering advice and solution given.

How are we meant to do this ? Well the best solution from the team was to do build a database but we dont know how too? Nor have the company got the finance to support this.

I would like to store technical data for all the products and aircraft we supply, log information coming into and going out from our support desk. Also be able to pull different reports and allocate work to staff. And maybe even keep status updates of each others work. Also if we can link to our technical publications etc that would be very handy. We really need to keep up with modern time and get our info online as at this moment in time we all have info in our heads and in files within the office.

Eventually it would be great to add an automatic feedback email to our solutions given to customers so that can say how much or not we have helped them too to enable us to improve our service.

If you can help advise or direct me in the right direction to do this, I would be so grateful.

I have been looking for help for about 7 months and have had no success so I cant express enough how much it would mean to get a reply from someone to help me!

Thank you so much for ready my question!

Kdov · 11-16-2009, 12:43 PM

Mircosoft Access could probally take care of processes you are trying to cover. Do you have any experience using the software? If not you may want to find help online to help your team learn the software. You did say you have not recieved finance, but you may want to consider the possiblity of an outside vendor that would provide the software to help with your workflow.

11-04-2009, 07:26 AM	#1 (permalink)
DWMW Registered User Join Date: Nov 2009 Posts: 1 OS: XP	Database help please??? Hi, I was wondering if you can help? I have been requested by my boss to make a customer support database. To give you the background - I am not in any way experienced in making databases or really understanding how to program them? Basically myself and my team (5 of us) provide technical support to the aerospace industry around the world on a 24/7 basis. We normally recieve a call or email from them and try and help that way. However we have now been instructed to log our calls and emails and keep logs of the engineering advice and solution given. How are we meant to do this ? Well the best solution from the team was to do build a database but we dont know how too? Nor have the company got the finance to support this. I would like to store technical data for all the products and aircraft we supply, log information coming into and going out from our support desk. Also be able to pull different reports and allocate work to staff. And maybe even keep status updates of each others work. Also if we can link to our technical publications etc that would be very handy. We really need to keep up with modern time and get our info online as at this moment in time we all have info in our heads and in files within the office. Eventually it would be great to add an automatic feedback email to our solutions given to customers so that can say how much or not we have helped them too to enable us to improve our service. If you can help advise or direct me in the right direction to do this, I would be so grateful. I have been looking for help for about 7 months and have had no success so I cant express enough how much it would mean to get a reply from someone to help me! Thank you so much for ready my question!

11-16-2009, 12:43 PM	#2 (permalink)
Kdov Registered User Join Date: Nov 2009 Location: Boston,MA Posts: 8 OS: Window 7	Re: Database help please??? Mircosoft Access could probally take care of processes you are trying to cover. Do you have any experience using the software? If not you may want to find help online to help your team learn the software. You did say you have not recieved finance, but you may want to consider the possiblity of an outside vendor that would provide the software to help with your workflow. __________________ "Would you like me to give you a formula for success? It's quite simple, really. Double your rate of failure." -Tom Watson