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CareerGuidanceIndia.com
– Automated Query Management & Effective Online Presence
CareerGuidanceIndia (CARING), a career counseling organization,
required an effective Web presence with comprehensive query
management capabilities. In this effort, they teamed with Icreon
to develop CareerGuidanceIndia.com as a dynamic, database-driven
Website. The Website provides features such as “Career
Explorer” & “Career Hotline”, 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 CareerGuidanceIndia.com
is an offline query management system, customized to meet the
requirements of categorization and query management on a daily
basis.
Customer Profile
CareerGuidanceIndia is managed by Mrs. Pervin Malhotra, Executive
Director, CARING, and a renowned career counselor & columnist
for the print and electronic media. Assisting people with career
related issues the organization offers guidance to help students
and professionals in choosing the right career path.
Business Requirement
CARING wanted to expand as a service by establishing an effective
online presence through the dynamic Website - CareerGuidanceIndia.com.
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.
Solution
Benefits
 Centralized
Query Management System that facilitates Quick & Customized
Responses
Specialized
query handling through multi-level administrative processes
Dynamic
content management
Technologies Used
ASP
SQL
Server 2000
Requirement
Choosing the correct career path is becoming an increasingly
important & rather ‘confusing’ decision for students
and professionals alike. CARING 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, CARING
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.
Automated Query Management Services
for Career Guidance Seekers
As a service, dealing with one of the most critical decisions
of one’s life - Career, CareerGuidanceIndia.com 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 CareerGuidanceIndia.com
user interface and an advanced Query Management System.
CareerGuidanceIndia.com 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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CareerGuidanceIndia.com
has a unique design, driven by well-defined processes.
For example, there is a Career 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.
CareerGuidanceIndia.com 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 ‘Career
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.
Summary
CareerGuidanceIndia.com is a combination of two varied
set of requirements - one catering to CARING’s online presence
(CareerGuidanceIndia.com) 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, CARING 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 CARING, while improving its
service quality.
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