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High-tech companies make and market extremely complex products and services. They struggle to keep up with the need to create new sales materials and technical documentation, and are looking for ways to disseminate that information to customer-facing employees, resellers and customers.
Examples of content-centric applications being deployed by FatWire's High Technology customers:
- Customer Self-Service
- Customer Knowledge Base
- Product Information Management / Catalog Management
- Partner Extranet
- Corporate and Product Brand Site
- Sales Enablement Resource Center
Customer Self-Service
It's expensive for high-tech companies to support both business customers and consumers. Yet customer service and support play a big role in customer satisfaction and loyalty.
- Drive customers to a lower cost service channel.
- Provide a wide range of technical materials, discussion forums, FAQs, and other tools that will enable self-service.
- Cross-sell products, and those of partners, to existing customers.
- Personalize delivery based on customer profile.
Call Center Knowledge Base
High-tech firms have large volumes of product information that changes frequently. Service and support centers have call resolution times that are too high because support center staff have difficulty locating the right information quickly. Customer satisfaction suffers if inaccurate information is disseminated and there are often inconsistencies in information received between the Web, call center, and resellers.
FatWire's eService solution:
- Provides customer service reps with the information they need to resolve customer issues.
- Organizes information so support staff can get to it with the minimum number of clicks.
- Allows product experts to easily keep the information up-to-date.
- Analyzes information usage to discover where additional content is needed to facilitate calls.
Read more about the eService Solution >>
Product Information Management / Catalog Management
High-tech companies sell complex products that often are very similar, with key distinctions between products that can be extremely important to customers. They have to ensure that their products are described and promoted effectively and consistently across their own sites and those of their distributors, as well as in stores. And the information about these products changes frequently. High-tech companies need this information to differentiate their own products from those of their competitors.
- Aggregate product information from a variety of internal systems.
- Allow product managers and marketers to surround raw data with rich and compelling product information, like images, differentiators, instructions, and user guides.
- Publish product catalogs to multiple sites and to print and syndicate to distributors for usage on their sites, to ensure consistency.
- Manage product information and deliver it electronically to mass-merchandisers and other outlets.
Partner Extranet
Many high-tech companies sell through resellers, distributors, and other channel partners. They would like these partners to be more productive in their ability to sell the company's products. High-tech companies generally have to win the mindshare of their partners while simultaneously avoiding channel conflicts.
- Allow partners to place orders, find product information, and leverage support materials.
- Market to partners with specialized campaigns and incentives.
- Improve the effectiveness of value-added resellers and systems integrators.
Corporate and Product Brand Site
A high-tech company's Web site is often a customer's first experience with the company. Yet many Web sites that were handcrafted in HTML early in the Internet boom haven't been updated or improved. Maintaining legacy sites in a patchwork way is expensive for IT and does little to leverage the Web to improve the company's image or bottom line.
A new corporate Web site based on FatWire Content Server can:
- Project the company's unique values.
- Ensure consistency with the offline image and brand.
- Allow business experts to provide the level and style of information that captures the interest of prospects, customers, partners, and public.
Sales Enablement Resource Center
Sales representatives need to be more productive in their ability to sell the company's products and services. Marketing departments often struggle to get the sales tools they create in the hands of the field. Sales reps are often not aware of or are not using the resources provided.
A sales enablement resource center can:
- Centralize access to sales tools, product information, competitive content and other resources.
- Allow any group that supports sales to organize and present information in an extremely intuitive way.
- Provide an exchange of competitive information, allowing sales reps to share what they learn about the competition in the field.