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CMS platform design

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Description

Overview:

  1. The CMS provides a well-organized platform for the administrator to manage all clients and tasks. 

  2. The design of the CMS needs to consider the expansion of the services and features.

Team members:

UI/UX Designer *1

Product Manager *1

Front-end Engineer *1

Back-end Engineer *2

Requirements:

  1. Manage all client’s profiles, plans, tasks, endpoints and account balance.

  2. Troubleshoot the issues from tasks or endpoint models.

  3. Design the customer’s service process of the support system. 

  4. Easily maintain the access authority.

  5. Build an approval process for the upgrading/degrading plan.

  6. Control all AI models and the customized AI model for different clients’ plans or accounts.

  7. Manage clients’ contracts, invoices and audit log.

Users:

VIRTUALMAN’s 

  • Customers service team

  • Sales representatives

  • Engineers

  • Financial accounts

Dashboard & Profile page

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Customer’s service process deisgn of the support system:

Overview:

  1. Clients might encounter issues on the SaaS platform. The service process was designed to provide a satisfactory experience for clients to resolve their problems.  

  2. The customer service team can immediately resolve the issues from the CMS platform rather than asking the engineering team to fix the issues.

  3. The process design can increase the clients’ satisfaction by responding to the email and tracking list for troubleshooting.

Customers' service
process:

  1. Clients ask for support or report an issue on the SaaS platform. 

  2. Receive the information and fix the issue on the CMS platform. Meanwhile, clients can check the progress of the troubleshooting on the tracking list in the help center.

  3. The customer service team can send a response to the clients’ emails and the tracking list from the CMS platform. 

  4. If the issue was not resolved or clients still had the problem, the sales representatives will contact the client.

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Approval process design of the upgrading/degrading plan:

Overview:

  1. When upgrading/degrading the plan, clients might need to add/remove the endpoints, customise endpoints or deposit money on the SaaS platform. 

  2. The sales, finance, and engineering team will need to check the different information to complete the upgrading/degrading plan.

  3. Administrators can easily ensure the clients’ requirements and manage the details of the endpoints list and the scheduling time of upgrading/degrading plans.

Customers' service
process:

  1. Clients send a request to upgrade/degrade their plan. 

  2. Sales representatives will manage clients’ plans on the CMS platform. 

  3. The sales, finance, and engineering team will approve the upgrade/degrade process for confirming the clients’ requirements.

  4. The first approval process is for the engineering team to check the AI model of the endpoints list.

  5. The second approval process is for the finance team to deposit or withdraw the money from the clients’ account balance.

  6. The third approval process is for the sales team to check that all requirements are prepared. Once the approval process is completed, the sales team can set the releasing time and date of the upgrade/degrade plan for the clients.

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