Support - Case Study

Major Technology Provider Uses SimpleFeed to Get Support Content into the Hands of Customers

  Business Challenge
Support is some of the most valuable content on any website. The right knowledge, patch, upgrade or advisory makes your customer successful and happy. And happy customers stay customers, and buy more products. This is especially true for companies that sell critical business infrastructure. Their customers constantly monitor email to assure systems availability. As a result, any email sent had better be high priority. On the other hand there is no assurance these busy professionals will remember to log-in to the support portal to get the latest information.

  Solution
With minimal IT resources, the company deployed SimpleFeed to create RSS Feeds of support content for customers and partners. Feeds are delivered through a simple subscription process (image 1). Feed items are brief to allow proprietary content to be read in public RSS Readers such as MyYahoo and iGoogle. If the customer is interested, they click through and authenticate themselves to get the full content. Since SimpleFeed publishes each RSS Feed through a unique URL, the company is able to measure usage and most popular content.

Image 1 - RSS Preference Center

Image 2 - Support RSS Feed in Google RSS Reader

  Results
Since the initial support implementation, the customer has launched another three implementations with SimpleFeed. In their words, SimpleFeed has "gone from service provider to key business partner".