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| AN AUTOMATED QUERY MANAGEMENT SYSTEM |
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| Our client, a career counseling organization, required an effective web presence with comprehensive query management capabilities. In this effort, they teamed with Icreon to develop the solution as a dynamic, database-driven website. The website provides various features, offering latest news and online service for posting queries. At the administrator's end, web content and queries are managed through a database driven process. An important feature of website is an offline query management system, customized to meet the requirements of categorization and query management on a daily basis. |
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| Customer
Profile |
| Our client offers guidance to students and professionals for career related issues thereby helping them in choosing the right
career path. |
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| Business
Requirement |
| Our client wanted to expand as a service by establishing an effective online presence through the dynamic website. The intension was to offset the logistical & time-related issues that they faced in catering & responding to the countless queries received through mail and post, on a daily basis. They required an automated query management system to categorize and manage these queries. |
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| Automated
Query Management Services for Career Guidance Seekers |
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| Benefits |
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Centralized Query Management System
that facilitates Quick & Customized Responses |
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Specialized query handling through multi-level
administrative processes |
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Dynamic content management |
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| Technologies used
in developing this web application are: |
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| Choosing the correct career path is becoming an increasingly important & rather 'confusing' decision for students and professionals alike. Our client offers career guidance services to people, assisting them in making the right career decisions. In its effort to expand and cater to a wider audience, our client wanted to use the power of the web. An advanced query management system had to be incorporated, to manage queries. Earlier on, queries were received in heaps & bounds through e-mail and post, which had to be managed through a manual process. The query management system was required to automate this process and allow easy categorization and quick response to queries. |
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As a service, dealing
with one of the most critical decisions of one’s
life - Career, the website reflects its purpose
with powerful and easy to use features. While the architecture
design caters to the performance requirements, facilitating
speedy access & response time, the interface is catchy
and attractive. The Icreon team was involved in the project
right from the requirement analysis phase. Although the
project requirements changed at various phases, there
was comprehensive change management at Icreon’s
end. There are two different aspects of this project -
development of the user interface
and an advanced Query Management System.
The web based solution provides information about various
career aspects plus the facility to post online queries.
Since the Website content required to be changed continuously,
its management had to be made fast and easy. Icreon suggested
the development of this portal using ASP as the front-end
and SQL Server 2000 on the backend, to allow dynamic management
of data and queries. |
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The website
has a unique design, driven by well-defined processes.
For example, there is a hotline on the website,
where registered users can post their queries. These queries
are received through the administrative backend and responded
to, within 48 hours.
The Query Management System has multi-level administration.
The Super Administrator for the system manages several
Sub Administrators, who in turn are assigned to handle
queries within their own domains, categorized by subjects
such as engineering, journalism etc. The super administrator
allots preferences to sub administrators for each query
category. Queries are distributed category-wise, and are
assigned to the person with the highest preference in
that category. If the number of queries still exceeds
the maximum limit of the most preferred person, it goes
to the second preferred person in that category. The Query
Management System functions offline and synchronizes the
query status with the online system, as well. In this
process, if the query has been responded to, then the
status is updated as “Sent”. Similarly, new
queries that are posted online are downloaded by the system
and added to the list of new queries. This system is highly
generic and can be completely customized as per requirements.
Queries received through post can also be entered into
the system to track & manage the responses to these
queries.
The website offers advanced search capabilities,
allowing students and professionals to look for colleges
and courses of interest. Latest news and information about
entrance exam deadlines can be mailed to registered users.
Realizing the need to constantly update the website, we
designed it to allow easy maintenance. The site also offers
a bookstore, which lists a collection
of career guides, reports and study guides. Customers,
interested in buying these books, can place their order
through the site. The order is processed and the payment
can be made on delivery. |
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| Summary |
| The solution
is a combination of two varied set of requirements - one
catering to our client's online presence
and the other to automate and manage its queries (Query
Management System). Both of them are interdependent to
a certain extent. The Query Management System is a highly
customized solution developed to track, manage, &
enhance the query response time. The system is designed
as a very flexible one, which can be easily modified and
enhanced with newer features. With this system, our client
has been able to streamline its query management processes
unlike the manual system, which was prone to higher rate
of errors. Eventually, the entire package enhanced the
query handling capabilities of our client client, while improving
its service quality. |
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"We are extremely pleased
with the efforts of Icreon in relation to the development
of our family of marketing products. Icreon has
demonstrated a special ‘commitment to our client’
with exceptional communication and attention throughout
the project…” |
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KNOWLEDGE SHARING PLATFORM
Vertical - Education & Training
Platform – Microsoft |
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RESOURCE SHARE
Vertical - Education & Training
Platform – Microsoft |
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TRAFFIC EDUCATION PORTAL
Vertical - E-Learning
Platform - Microsoft .net |
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QUALITY
PROCESSES
(Web Page) |
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ENGAGEMENT
MODELS
(Web
Page) |
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CASE
STUDIES
(Web
Page) |
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