Contact Center Solutions Featured Article

February 25, 2008

Protech Adopts MadCap Software to Track Real-Time Customer Feedback

By Tracey E. Schelmetic

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.
 
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