RE: Customer Service -- Online

>From: Brad Stone [mailto:brad@bvstools.com]

>Because I know the people and business that he's building this for very
well.

Fair enough. Perhaps they are indeed a special case. Let's ignore this
special case.

>...web works great for simple order history...
>But in-house...things get a little complex.
>Not a great fit for web.

I'd be curious why you feel complex data isn't a great fit for the web. Yes,
I admit there are some things that aren't made for the web. These would
include interfacing with client-side hardware (scanners, complex printers,
handhelds, etc), complex graphics operations (GIS type stuff, CAD, Photo
editing, etc.) and system level operations (disk defrags, anti-virus
software, etc.) However, for the kind of stuff we all do (with iSeries
backgrounds) I think it can be all handled with a browser[1].

With HTML I can do pop-ups, context menus, drill-downs, graphics, dynamic
screen design (overdue in red, big spenders in blue, etc.) and other "fat
client like" operations. Are there exceptions, sure, but I'm curious why you
think that anything more complex than a simple order history is beyond the
capabilities of browser-based interfaces.

-Walden

[1] There are exceptions to every rule, if you're going to argue, make a
generic case.

------------
Walden H Leverich III
President
Tech Software
(516) 627-3800 x11
(208) 692-3308 eFax
WaldenL@TechSoftInc.com
http://www.TechSoftInc.com

Quiquid latine dictum sit altum viditur.
(Whatever is said in Latin seems profound.)



-----Original Message-----
From: Brad Stone [mailto:brad@bvstools.com]
Sent: Monday, August 12, 2002 16:47
To: web400@midrange.com
Subject: Re: [WEB400] Customer Service -- Online


Walden,

On Mon, 12 Aug 2002 14:26:57 -0400
 "Walden H. Leverich" <WaldenL@TechSoftInc.com> wrote:
> >From: Brad Stone [mailto:brad@bvstools.com]
> >IMHO, though, if this if for your in house CSRs, I'd
> steer clear of the
> web.
>
> Why? Expecially in-house he'd be free to control the
> browser used and could
> use browser-specific HTML. Even w/o browser-specific HTML
> you can get a
> rather powerful app, what are you afraid he'd miss?
>
> I think the ease of deployment would more that make up
> for the additional HP
> needed on the server side.
>
> -Walden

Because I know the people and business that he's building
this for very well.

Web apps are great, don't get me wrong.  But when you want something that's
going to be very complex, web isn't always the best solution.

Yes, the web works great for simple order history, customer service, and
ordering.  But that's because these people are outside of the business and
don't need to know everything to the last detail.  Just the basics.  Perfect
fit for the web. And the biggest reason, it needs to be an app that everone
can get to.  Web again is perfect for that because we can't control what the
customer is using to access the data.  We can just make sure it's a web
browser.

But in-house, when we'll be viewing items down to the lowest level of
customization, linking with AR, order history, etc..  things get a little
complex.  And just when you think you have it, it gets more complex.  Not a
great fit for web. But possible.  There are better alternatives especially
when you can control the UI being used.

It could be done.  Im just saying web isn't the best fit for everything.
And it's not just HP that's the problem.  It is the UI.  If web was perfect
for everything then we wouldn't need VB, Java, VRPG, or other good GUI
tools.  Fact is, we do.

Brad
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