Case Study: ResponseQue - CRM Product Development

Baryons team started with the customer's business plan of building a hosted, trainable, easy to integrate, intuitive software product to be sold online. The idea was to create a 2 tier support model by packaging critical customer support features along with an intelligent and trainable support query answering system to handle the first level query load automatically to the extent possible. Baryons Team's high end system design skills, made this project successful.

Adopting the consultative approach, proposed the right architecture and technical solution to achieve the aims of the system. A ground up approach was used to build the intelligent system and to differentiate the quality of service from existing support software. Baryons created a product with the following features - Intuitive UI, subscription based hosted and managed product, integration friendliness, query origination tracking, real time email notifications, organized quick links for drag & drop in answers, access levels , query similarity matching, intelligence (ability to be trained to answer queries automatically), data import/export, RSS feeds to dynamically feed knowledge bases and blogs. Near synchronous behavior was achieved over an essentially asynchronous platform (http). Query queues for CSRs were implemented with rules to manage response times. CSRs had the ability to pick up from similar questions and answers, that were made available almost as soon a query got assigned to a CSR.