Streamlined documentation production and distribution cuts costs and
helps reduce incoming customer support calls by 15%
Enigma, Inc. today announces that Progress Software, a leading supplier of technology for building e-business solutions, has achieved an annual return on investment of over $1million from its implementation of Enigma’s Web-content application module, DynaWeb.
With customers in over 100 countries, Progress Software has achieved significant savings through the reduction of printing and distribution costs since the deployment of DynaWeb. The application has also contributed to a 15 percent reduction in incoming customer support calls, since users can quickly and easily find answers to critical product information questions.
The company uses DynaWeb to deliver technical support information via the Web. The solution’s full-text search capability exceeds that of any other electronic format and eases the process of content integration, since DynaWeb easily converts documents developed in multiple authoring tools into Standard Generalized Markup Language (SGML) or Extensible Markup Language (XML).
“At Progress, we continually look for ways to leverage technology to improve customer service while increasing business efficiency,” said Bud Robertson, chief financial officer at Progress Software. “DynaWeb achieves both of these goals.”
DynaWeb is used at Progress Software to deliver more than 55 books, or 14,000 pages, of technical documentation to the developers among its 1,400 employees via a secure intranet, and to tens of thousands of external users via the corporate Web site. The company’s customers and partners, who include application service providers (ASPs) and independent software vendors (ISVs), rely on Progress Software to provide this mission-critical product content. Such post-sale support is a key competitive differentiator for Progress Software, which provides products and services for developing, deploying, integrating and managing Internet-based and networked business applications.
“With Enigma’s DynaWeb, we are able to deliver a complete, intuitive and efficient self-service product information option,” said Don Fournier, director of documentation and education at Progress Software. “Once customers were able to access our entire documentation set online directly from our Web site, they began to visit there for answers to their questions before calling Tech Support. This resulted in an immediate and substantial decrease in incoming calls.”
“Progress Software is among hundreds of Enigma users moving closer to their own customers and building support chain strategies through content applications,” said Randy Clark, vice president of marketing at Enigma. “By offering comprehensive Web-based technical information, Progress Software has not only decreased its delivery and customer service costs, it has strengthened the loyalty of its substantial user base.”
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Enigma is the leader in content-driven e-commerce for the high-value goods aftermarket. Enigma connects manufacturers and operators with an innovative transactive content platform that links rich product support information with transactional data. Within its installed base of three hundred customers, Enigma’s solutions allow manufacturers to build tighter post-sale relationships with their customers and increase the value of their post-sale services busines
Typical applications of Enigma technology include e-commerce sites, e-catalogs, illustrated parts catalogs, interactive electronic technical manuals, and Web-based self-service product support. Enigma's rapidly expanding list of customers includes GE Aircraft Engines, Pratt & Whitney, Rolls-Royce, Bombardier Aerospace, Hewlett-Packard, Ameritech, Lucent, Bell South, Nokia, Sybase, Sun Microsystems, John Deere, Mack Trucks, Freightliner, Motorola, Delta Air Lines and United Airlines. Enigma is a privately held company, headquartered in Burlington, Mass. with offices in San Francisco, London, Munich, Amsterdam, Toronto, Tokyo and Tel Aviv. For more information visit Enigma’s World Wide Web site at http://www.enigma.com
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