MediaCom is a leading company in karaoke and digital entertainment products that bring simple joy into people’s lives. The company currently has a presence in the Gulf Cooperation Council [GCC], Asia, Africa and the Far East. MediaCom also plans to launch American and European divisions soon.

The E-Inquiry Management System is a new application that extends the main website’s existing Admin Control Panel. The application is used in-house by the E-Business, Research and Product Development, Marketing and e-Sales Personnel teams. The E-Business team members use the application to interact with leads and prospective customers. It is also used externally by customers who submit online inquiries to MediaCom.

E-Inquiry Management automates product inquiry and post-sale feedback submissions from new or existing customers. This information is sent to the team administrator, who reviews and delegates each message to the appropriate department in the company. The portal utilizes role-based security. This ensures that system sales and post-sales representatives can only initiate, monitor and track the customer queries assigned to them. Assigning each customer to a designated representative helps MediaCom communicate more effectively with the customer.

There are three kinds of users of the application: administrators, sales representatives, and post-sales representatives. Administrators login to E-Inquiry Management hourly to review and assign new inquiries. They can see all inquiries, whether or not they have yet been assigned to a sales person. When a sales or post-sales representative logs into the application, they only see the inquiries assigned directly to them. Representatives can review and compose a response or follow-up message in HTML format. The portal automatically emails the message to the customers and saves a copy for management review and monitoring purposes.

Responses are sent programmatically from the representative’s email address (from the database). This allows customers to reply directly to the email rather than forcing them to use the application to submit additional feedback. When an application user receives a direct email response to a previous inquiry, they simply add it to the application under the original inquiry submission.

Managers review every E-Inquiry Management submission on a single page. They can sort and filter the data by product, country, sales representative, etc.

Every month, 20 employees process 200 transactions using the portal. The number of transactions is expected to increase considerably when the application is extended to America and Europe.