Recorded on January 19, 2023
Providing excellent customer service that keeps your customers happy without driving service costs up is always a challenge. It becomes even more critical when you have thousands of customers, and their number is growing.
Our client, a Swiss manufacturer of high-end digital printing systems, faced those challenges and quickly realized that enabling self-service documentation was key to unlocking their growth while raising their service levels up to the company’s standards.
In this session, we are going to discuss how by introducing structured content, standardizing the content processes, and changing the way the content was delivered to customers, the company changed the service culture from “call for solution” to “information self-service”.
Join Fabrice Lacroix, CEO at Fluid Topics, and Alex Masycheff, CEO at Intuillion, as they explain how:
- The documentation team realized that PDFs were not efficient in providing customers and service teams with relevant and useful information.
- They started providing customers and field operation teams with a self-service platform that delivered personalized content on spare parts and product documentation.
- Service engineers got access to the most up-to-date product information.
- The entire company improved the ROI as a result of making these changes.
Fabrice Lacroix is a serial entrepreneur and a technology pioneer. He has been working for 25 years on the development of innovative solutions around search technology, content enrichment and AI. He is the founder of Fluid Topics, the leading Content Delivery Platform that reinvents how users search, read and interact with technical documentation.
Alex Masycheff is the CEO of Intuillion Ltd. (http://intuillion.com/) that develops solutions for managing, automating, and delivering enterprise content. He has been in the content industry for 25+ years. He leads implementation of XML-based solutions in many companies, including Kodak, Siemens, Netgear, and EMC.