Summary
The resulting KnowledgeBase, as it's known, gives registered users 24-7 access to thousands of up-to-the-minute solutions via TechNotes, AppNotes, and links to detailed technical information.
For most of its history, Mentor Graphics serviced its customer base almost exclusively by telephone, using sophisticated automatic call distributor systems. Worldwide customer support Web director Christine Egli says, it is good to have excellent phone support capabilities, but when you have customers who shop online, they are going to expect a site where they can troubleshoot problems. Mentor Graphics chooses InQuira which markets a suite of integrated applications that help companies improve customer interactions both online and on the phone. Fifty people -- document writers and support engineers among them -- touched the project in one way or another by the time the new and improved SupportNet went live in Apr 2004. Getting customers to first visit SupportNet for technical assistance has paid off in other ways, too, reducing Mentor Graphics' overall support costs by roughly $8 million annually and helping improve overall customer support margins by 10%.See the full content of this document
Extract
A Case of Customer Centrism
Company: MENTOR GRAPHICS CORPORATION
Mentor Graphics helped create the Electronic Design Automation (EDA) industry in the early 1980s, developing software and hardware solutions that make it possible for electrical engineers and electronics manufacturers to design integrated circuits, printed circuit boards, semiconductors, simulation tools, and other communications and computing equipment faster and more cost-effectively. Founded in 1981, the Wilsonville, Oregon-based company has 28 en...See the full content of this document
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