The client wanted to develop a centralized integrated solution which helps Caring in answering the queries received form diversified sources and medium such as site, email, and post. Challenge was to treat each query differently, based upon its origin. Based upon the origin the content and the treatment of query was different. For example a query received through post or through a particular newspaper would carry a different customized answer if compared to a query received through the Internet.
The other challenge was the development of a user-friendly retrieval system for already answered queries. The client wanted to have a system that would allow cross-reference of queries with previously answered queries, thereby reducing the net work required in answering similar queries. These answers are currently stored as a word document and Sommet was faced with the store all the data in the 1000 page word document into a database, which could be updated frequently.
More over queries were to be categorized and distributed in such a way that each domain expert received queries relevant to his domain only. In case a query was received that did not fall under any of the existing domains - an option was to be provided to the administrator to create a new category.
The biggest challenge of course was that the client had to be migrated carefully from the existing system to the other with zero downtime. Considering that this was an operational company handling more than 5000 student queries each month, this it proved to be quite a challenge.
A central browser based query management system for queries was built; queries originating from various sources and mediums are tagged so as to be treated differently.
Based upon the requirement three users levels were identified, which were given different levels of access. Super administrator was able to view reports of queries, sub admins, add to answer bank, publish new answers. Middle admin is empowered to do all the administrative functions such as downloading, uploading, distribution of queries and many others.
For easy retrieval of answers all the answers were tagged with the relevant keywords and assigned a category. Full text indexing was used to provide the user-friendly search, which showed up the answers sorted on the basis of relevancy.
For distribution of queries a comprehensive logic was built in; using this, the super administrator is able to assign a query to more than one category, prioritize them and also assign the maximum limit, reaching which queries are then distributed to the next expert in that domain.
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