Contact Center Solutions Featured Article

Protech Adopts MadCap Software to Track Real-Time Customer Feedback

February 25, 2008

Multichannel content authoring software provider MadCap Software announced that Protech Associates has adopted MadCap Feedback Server. Protech is using the Web 2.0 capabilities of the Feedback Server to track use of its MadCap Flare-based documentation and get real-time customer feedback. Additionally, Protech has directly integrated Feedback Server into its own software to bring customers and Protech developers together in a common community. MadCap Feedback Server replaces an earlier solution used by Protech, which provided only basic tracking functionality.
 
Protech is a provider of customer relationship management (CRM) solutions for associations. These CRM solutions are tailored to optimize associations’ internal processes and decision making, as well as improve sales and member services. With its focus on helping associations deliver the ultimate customer experience, Protech has placed a priority on providing superior service and support to its users.
 
“We have been one of the early adopters of MadCap Flare because its modern XML architecture allows us to deliver state-of-the-art online documentation to our customers,” said Chad Ohman, director of corporate strategic technologies for Protech Associates. “When MadCap introduced its Feedback Server, it was the obvious choice. It is the only product we’ve seen that combines Web 2.0 community features with usage tracking. That unique combination has enabled us to improve documentation, enhance our products, and increase our productivity.”
 
The Feedback Server allows Protech to get live user feedback on its Flare-based documentation, whether Web-based or on the desktop. Customers comment, blog-style, directly in documentation, as well as rate different topics. Protech also can view and track all customer activity through a user-friendly interface.
 
Protech has taken advantage of the Feedback Server’s native-XML architecture to seamlessly integrate it with the company’s CRM environment, providing a closer connection between Protech and the associations it serves. As a result, the administrator can read user comments and respond in real time to resolve issues promptly. It also has allowed users and developers to build an online community together, making it possible to give visibility to issues that would have been hard to identify in a traditional online survey.
 
“Staying close to our customers is vital, and the MadCap Feedback Server has allowed us to do just that,” said Ohman. “We now have a powerful tool for listening to their demands and establishing a one-to-one connection to address them. We have been able to Wow customers with our immediate responses.”
 
“At the same time, we have been able to take valuable reader comments and make them available to other customers, as well as our developers,” he added. “We now have a customer and developer community that is creating a superior experience for our current solutions — and providing valuable insight into future product versions.”
 
“The future of documentation is to move away from static information delivery to offering content that is enriched by interactive knowledge sharing,” said Anthony Olivier, CEO of MadCap Software. “Protech, as an innovator of solutions for optimizing customer relationships, is leading the way in using Web 2.0-enabled documentation tools to open new lines of communication with its users. We are excited to support this initiative through the first-of-their-kind Web 2.0 features of our Feedback Server and the easy integration made possible by our native XML documentation software.”
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
 
For all the latest enterprise IP communications, unified communications, and contact center news, please click here.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!