services wanted Filemaker customer service database

[open.network.design]

We are looking to have a database designed for us for handling customer service emails.

1. We want the filemaker database to capture all emails from our server and send out emails. We currently use two products

(http://www.cnsplug-ins.com/products.htm?product=SMTPit%20Pro

http://www.cnsplug-ins.com/products.htm?product=POP3it%20Pro)to do this but we are open to how the developer wants to do this.

2. Create a few scripts that will loop though the records and automatically assign possible answers customers questions based on pattern matching common questions within the customers email.

Our lead IT person will be working with you on this who is a filemaker professional. We would like this database to be filemaker 8 or 7. contact at [email protected]

[open.network.design]

Here is a detailed list of what we are looking for:

1) On a given interval, download all emails

2) process them as per the defined rules and answer the emails back if they fit the designed rules.

3) User will also have a settings form to define the email parameters and other stuff for preferences.

4) The database is supposed to parse the questions from emails, match them with an existing database for similarities in patterns or nature of problem, pick the most relevant answer to the questions and reply the user with the automatically created text.

5) To refine this approach, we can make it a two way process. For example, application will shortlist 4-5 answers in the first step. Then it will choose the final answer by applying a more sophisticated logic on these shortlisted answers.

6) In case, none of the answers matches with the customer query, application will auto forward that mail to a predefined mail ID where a customer service staff member will personally answer the question

.

7) To extend its usability and accuracy, if the automated response that the database makes does not answer the customers question(s) the customer will be able to send another email. this second reply email will be send directly to a customer service staff member who will personally answer the question, bypassing the auto answer.

8) For each email in or out of the database we will need a detailed log of each action so that for example old sent emails can be searched for. Also when a customer has emailed us in the past the email history(our sent and received emails to the customer) will be easily available to the customer service rep who is answering a new question by the same customer.

9) Interface will definitely be a modern and user friendly appearance with professional looking screens, drag and drop functionalities, custom menu and toolbars and a dashboard/ticker kind of interface to keep the user informed with the important notifications and pending tasks.

10) Apart from standard reports, system will also provide an interface to generate custom queries where user will be able to search various records on the basis of multiple lines of parameters. For eg. Show records where customer = “XYZ” and date <= “AAA” or show records where subject contain “abc” and company is equal to “xxx” This interface will be drop down driven and simple click and point type.

11) Other than print, all reports can have facility to export to PDF and CSV.

[Vaughan]

" We would like this database to be filemaker 8 or 7."

That's crazy.

You ask for a database with custom menus that's compatible with FMP 7: custom menus was introduced with FMP 8.0. Yes it can be done in 7.0 with a plug-in but why spend the extra money when it's obvious you're trying to save a few pennies by using existing FMP licenses. Forget it. The cost of development is going to be a couple of orders of magnitude more expensive than licenses for FM 9.0 Pro and Server.

The variables feature introduced with FMP 8.5 can make many complex tasks significantly easier to program. I'd be specifying FMP 8.5 or later.

But then you want a interface with "modern and user friendly appearance with professional looking screens"... you'd be stupid not to go with FMP 9.0. It has object resizing and conditional formatting so the screen can dynamically react to window size changes. And it can append to pdfs too.

[open.network.design]

Dammmm! Never expected that kind of response. Just trying to describe the project, sorry if its not up to your 9.0 standard.

Hey by the way did you see that Im not a FMP expert in my profile and that I work with 8. Hey not all of us are FMP experts if I were I would be busy making a new customer service DB instead of looking to hire someone to do it.

[Vaughan]

Hey, would you rather I didn't tell you straight?

I actually get paid for this, it's called "consultiing".

"sorry if its not up to your 9.0 standard"

It's not about "my" standard, it's about putting together a specification *that can actually be built*. It'll save you heaps of time, money and angst.

[open.network.design]

Is that telling it straight calling people crazy. Im sure your consultant business has a line of clients around the block waiting for you to tell them "stuff" like "dont want to look stupid." Or what big words like c-o-n-s-u-l-t-i-n-g mean. WOW and you get "paid" for that. Sounds like a great job, can you pass me an application for village idiot.

[Vaughan]

Hey Jeff I was being straight, not personally insulting. It's advice based on experience, not bluff or conjecture.

FMP 7 and 8 are not universal binary so their performance sucks on Intel boxes. Poor performance on modern hardware and no features like variables or object resizing plus all of the bugs that were fixed in FMP 8.5... yes, it's a crazy choice for the specifications for a new database development.

A request for Windows 3.1 compatibility would be equally as crazy.

The great thing about free advice it that it always comes with a money-back guarantee.

[open.network.design]

Got it, I think the consultant business is a smokescreen for online nerd that loves to see if he can get the most number of post on FM forums, still #2, that’s got to hurt. This is not a personal insult unless you take that as a complement. About that free advise, id stick to the consulting as im looking for a refund on the free advice. By the way do you offer refund on your paid consulting, if so sign me up for some consulting, heavy on the experience light on the straight personal insults.

[Vaughan]

Genuine question: what does your lead IT person think about the FMP 7/8 specification?

[Genx]

I don't understand why people seem to get so offended when you tell them things straight... and always stooping to the personal insults.

[Vaughan]

I just hope the spec gets changed. I can handle the insults.

Except the one about the on-line nerd... I'm thinking, sheesh I left my web cam on again!

[LaRetta]

:jester: Your web cam would certainly do it, Vaughan!

Open.Design, welcome to our FM Forum and I'm sorry you misunderstood Vaughan. I'd suggest you re-read his first post. All he said is, "that'd be crazy" and he is absolutely right. Hype abounds on the internet - everyone wanting to persuade and sell you something; however, this website is about PEOPLE (some are professional Developers and some are just people who like playing with FM) and they ALL help each other for FREE. Need I repeat that? I think so ... we don't get paid for helping people on this site so our advice isn't weighted by coin but I can assure you that MOST of the Developers here make VERY good money - get my drift?

It IS crazy to go with less than vs 9 based upon the information you provided. "Is that telling it straight calling people crazy." Vaughan didn't call YOU crazy! I suggest you read the Forum guidelines on what is considered personal insult and what isn't. Example: I can say that an idea of someone's is crazy. I can NOT call that person crazy. See the diff?

Nobody here thinks you are stupid or crazy; on the contrary ... you had enough sense to seek out the advice of others who've been down your path. You are new here and I know that you will soon relax and realize we have people from around the world - some sound gruff but are NOT; some talk too much (like me), some will throw you kisses or quote statistics or sound like they are in third grade (because they actually speak a foreign language). Vaughan (I know) is a very busy Developer and a nice guy ... just don't ever view him on his web cam.

LaRetta

[Kris M]

I have to agree with the thread initiator.

"That's crazy" (exact text from Vaughan's post)sure sounds like an insult regardless of his intent.

I don't know Vaughan but I can be reasonably sure that his intent was not to insult but to provide advice and guidance. If posted in any other area of this website his response would have generated a lively discussion and would have been welcomed. It was, however, posted in a place where people come looking for professional, paid (most of the time), help and it is my suggestion that this particular locale requires a bit more professional demeanor and decorum that the rest of the site. How do you think a potential customer would feel if they walked into a brick and mortar business offering professional FMP services, asked to hire someone to perform a task, and that person said the request was foolish?

Context is everything.

Thanks for listening to my rant.

Happy holidays to all no matter what you believe.

Kris

[LaRetta]

Actually, Kris, I have to agree with you - to a degree. I hadn't noticed the forum (I cruise them all in order of incoming, not by category). However, I still feel that open.network.design over-reacted to a simple phrase which, in MY book, would have been welcomed if I were considering having a solution designed for ME.

Squawk at how it was said? Maybe. But silence would have been the biggest sin of all and Vaughan took his time (repeat ... HIS TIME) to respond. Shooting the messenger is misplaced.