Contact Center Solutions Industry News

TMCNet: Fiat Group Taps Autonomy Solution for Its eTech Portal

[October 14, 2008]

Fiat Group Taps Autonomy Solution for Its eTech Portal

(Wireless News Via Acquire Media NewsEdge)
Autonomy, a supplier of infrastructure software for the enterprise,
announced that automotive giant Fiat Group Automobiles has tapped
Autonomy to power its portal eTech, which provides technical assistance
to the company's dealers and workshops.

The solution implemented in Fiat Group Automobiles covers Fiat, Lancia,
Alfa Romeo and Fiat Professional brands and supports customers in more
than 80 countries. eTech is the technical documentation research point
of reference for Fiat Group Automobiles' impressive network of auto
traders who submit in excess of 25,000 technical queries a month in 11
different languages.

"Ensuring every Fiat Group Automobiles service point has on-line access
to 'first aid tools,' such as technical assistance documentation
manuals, and service news, despite language or location, is vital to
ensure the high level of service our customers demand," said Mario
Ghirardotto, Fiat Group Automobiles ICT Quality and Technical Service
Process Leader. "Powered by IDOL, eTech enables our dealers to quickly
find repair information inside Fiat's technical service knowledge base.
The feedback we are getting from the field has been very positive."

IDOL's Conceptual Search capability enables service points to locate
and access relevant content instantly even if the keywords used in the
original query do not feature in the results. In addition, IDOL's
Automatic Hyperlinking feature provides unobtrusive alerts to
conceptually similar content ensuring that all information available to
help solve complex cases can be found and dealers can exceed the

requirements of even the most discerning customer. Future plans for the
Autonomy solution include the addition of audio and video capabilities.

"The shortcomings of legacy approaches are increasingly exposed in the
face of information overload," said Corrado Broli, Regional Manager,
Autonomy Italy. "Such approaches not only depend heavily on keywords
but also tend to promote the most popular results to the top of the
list, potentially omitting highly relevant, specialist documents that
don't feature specific vocabulary.

"We are delighted that Fiat Group Automobiles has chosen to embrace
Autonomy's Meaning-Based Computing approach and look forward to working
together in the future."

((Comments on this story may be sent to newsdesk@closeupmedia.com))

((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))

Copyright ? 2008 Wireless News

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