DTAC, a local cellular telephone network company came to Cyberworks Consulting will a problem; due to the large number of customers visiting their website they were receiving large numbers of query email messages each day. Their aim was to reduce the number of emails and the time spent answering them – but still maintain a high level of customer service.

In order to achieve this goal Cyberworks Consulting proposed a managed Frequently Asked Question and form based enquiry system be added to their existing website. This system would direct users to answers to the most commonly asked questions, then if an answer was not found allow users to enter relevant details into a form and send a request directly to DTAC.

To ensure enquiries were answered in a timely manner, the system would also integrate with DTAC’s existing call center application. For reliability the system also had to be compatible with the Microsoft Windows load balancing and clustering service.

Cyberworks Consulting designed and developed the system using a three-tier approach based on Active Server Pages, COM+Services and SQL Server 2000. The COM + components were also used to not only connect to the application database, but to integrate to an existing call center application database without impacting the development of the user interface.

As part of the development, web based administration tools were also provided. Using these Tools DTAC staff can staff can report on the number of enquiries and also add or edit new questions and answers to be displayed on the site. A unique form builder feature allowing DTAC staff to make customized enquiry forms was also developed.