LA JOLLA, CA, February 02, 2011 (Press-News.org) MadCap Software, Inc. (http://www.madcapsoftware.com), the leader in multi-channel content authoring and a showcase company for Microsoft (NASDAQ: MSFT) Visual Studio and Microsoft XPS, today announced that CCC Information Services Inc. (CCC) is optimizing its online Help systems and reducing customer support calls with MadCap Flare and the hosted MadCap Feedback Service.
CCC uses MadCap Flare single-source, multichannel publishing software to deliver its Web-based Help systems and print documentation. The company then relies on the MadCap Feedback Service to analyze how customers are using the Flare-based online Help for two of its leading products, so it can make these resources more intuitive and easier to navigate. Based on its initial success, CCC plans to migrate to the on-premise MadCap Feedback Server in order to support additional product Help systems based on Flare.
"Since using MadCap Feedback Service to improve our Flare-based Help systems, our support team is seeing anywhere from a 10 percent to 30 percent drop in 'how-to' calls, which suggests that customers are finding it easier to follow the Help instructions," said Riyaz S. Adamjee, CCC manager of communications services.
CCC Information Services, headquartered in Chicago, is a leading provider of technology solutions for managing automotive claims and repair. Today, it facilitates communication among some 21,000 auto body collision repair facilities, 350 insurance companies, and a range of other industry participants. Since 2006, CCC has relied on MadCap Flare to author and publish its Web-based Help and documentation. As the company expanded from one Help system to more than a dozen, it began seeking a way to verify how effectively the Help systems were addressing customers' needs.
"Our research led us to the MadCap Feedback Service," Adamjee recalled. "We liked that it was integrated with MadCap Flare, and because it's a hosted service, we could just buy a six-month license to get started. We didn't have to invest in a new server." He added, "We implemented the Feedback Service 18 months ago, and it's been great."
Gaining Help Usage Insights
To date, CCC has focused on using the analysis features in the MadCap Feedback Service. This functionality has allowed the company to see what people are looking for in the Help systems, what search terms they are using, and when those searches are not coming up with results. The service also helps identify if there is a keyword issue or missing topic.
"I really like how MadCap Feedback Service and Flare work together; they're built for each other," Adamjee says. "For example if I'm working on a topic within a given Help system in Flare, with the click of a button, I can go to Feedback Service to get trending, reports, and search results that guide you on what to do to update the topic. It may require updating the keywords to increase the rate that the topic is found in a search, and all I need to do is get back into Flare with a simple click, to adjust accordingly."
MadCap Feedback Service also allows users to conduct a time analysis to compare the number of people using a Help system from one month to the next. For CCC, it has demonstrated a clear increase in people using the Help systems assisted by the Feedback Service.
"The usage analysis has demonstrated the value of the Feedback Service," Adamjee notes. "We can now justify purchasing MadCap Feedback Server, which will run on-premise, and expanding our use across our other Help systems."
As a next step, CCC plans to take advantage of MadCap Feedback Server's Web 2.0 functionality for letting customers rate and add comments to the Help content in real time. "We're excited about the opportunities for getting direct customer feedback and interaction, but we want to make sure we have the processes in place to process the Web 2.0 feedback before we implement it," Adamjee says.
Extending Use of Flare
CCC also continues to take advantage of newer features in MadCap Flare. Most notable are the new PDF engine, mobile Help output, and higher system performance to support multiple users accessing projects.
"The new PDF engine has worked out really well," Adamjee says. "We develop a lot of content in Flare, and it's much easier to publish it as a PDF file whenever the sales team or customer requires one--and the output is a lot cleaner."
"The latest release of Flare also lets us publish mobile Help systems, which we'll soon be rolling out to our sales team and account team," Adamjee notes. "With mobile Help, if they get a customer call when they're offsite, they'll be able to say, 'Hold on, let me look that up'."
"With MadCap Flare and the Feedback Service, Adamjee concludes, "We're continuing to enhance the customer experience while improving the cost-management and efficiency of our sales and support teams. It's a win for everyone."
"As a premier solution provider for the auto insurance and repair industries, CCC Information Services understands the importance of delivering documentation that lets users quickly and easily access the information they need. By using MadCap Feedback Server--and its vast number of reports, analytics and Web 2.0 functionality--CCC is gaining important input from customers about how to maximize the usefulness of their documentation while reaping the benefits of reduced support calls," said Anthony Olivier, MadCap co-founder and CEO. "We are excited to see CCC's success in using our Feedback Service to deliver world-class technical communications based on Flare. We look forward to supporting the company as they extend the benefits of Flare and Feedback across all of their Help systems."
Olivier added, "As more customers like CCC adopt MadCap Feedback Server and Feedback Service with their Web 2.0 functionality, customers are now able to create a community around their documentation."
About CCC Information Services Inc.
CCC Information Services Inc. provides leading automotive claims and repair solutions that drive efficiencies and enable its clients to make smarter decisions in every step of the process. CCC delivers integrated products and deep industry insight to clients through its network of insurers, repair facilities and information providers. CCC's network includes 350 insurance carriers, in excess of 22,000 repair facilities and information from more than 30 data providers that has resulted in the industry's most comprehensive data warehouse of claims file information. For more information about CCC Information Services Inc., visit the Web site at www.cccis.com.
About MadCap Software
MadCap Software, Inc. is a leading technical communication software firm specializing in integrated applications for end-to-end content development, delivery and management. MadCap's software products provide state-of-the-art content workflow solutions for multi-channel publishing, including the Web, print, desktop and mobile. Through its strategic partner Microsoft Corp. (NASDAQ: MSFT), MadCap delivers solutions optimized for Microsoft Windows, Visual Studio, and the .NET environment. Headquartered in La Jolla, CA, MadCap is home to some of the most experienced software architects and product experts in the documentation industry. Learn more about MadCap Software at www.madcapsoftware.com.
MadCap Software, the MadCap Software logo, MadCap Flare, MadCap Feedback Service, and MadCap Feedback Server are trademarks or registered trademarks of MadCap Software, Inc., in the United States and/or other countries.
CCC Information Services Uses Hosted MadCap Feedback Service to Optimize Online Help and Reduce "How-To" Inquiries by Up to 30 Percent
MadCap Feedback Service and Flare enable leading automotive claims and repair technology provider to increase customer use of help systems and reduce support calls.
2011-02-02
[Attachments] See images for this press release:
ELSE PRESS RELEASES FROM THIS DATE:
Quincy Podiatrist Treats Fungal Toenails With Cooltouch Laser Treatment
2011-02-02
Dr. Marshall Lukoff, Dedham podiatrist, is pleased to offer CoolTouch laser treatment for eliminating foot fungus. For patients who are tired of discolored, thick toenails, the CoolTouch laser creates a quick, effective solution to healing toenail fungus in Dedham and Quincy.
Nail fungus infection is a condition that can be embarrassing and even painful. With the advanced CoolTouch laser, a brief, but gentle burst of light is emitted into the target area. The laser energy heats the infected tissue creating an environment where fungus can no longer survive.
Clinical ...
CheapLandinAmerica.com, the Nation's #1 Marketplace for Cheap Land, has Released a New and Informative Blog Entitled, Cheap Rural Land: "The Law of Per-Acre Pricing"
2011-02-02
The "Law of Per-Acre Pricing" is very beneficial for those who deal in cheap rural land. Basically, the law states that "the larger a tract of land is, the smaller the per-acre price will be--and the smaller a tract of land is, the higher the per-acre price will be." In other words, 640 acres will sell for a higher per-acre price than will 2,000 acres; 160 acres will sell for a higher per-acre price that will 640 acres; and 40 acres will sell for a higher per-acre price than will 160 acres.
One of the basic principals of business is that prices are lower on a wholesale ...
Olin Business School Launches New Executive Education Certificate Program for Non-Finance Professionals
2011-02-02
Whether you need to fine tune your finance skills or confront a fear of finance strategies, the new Financial Skills for General Managers certificate program offered by the Olin Business School at Washington University in St. Louis is an excellent opportunity for mid- and senior-level managers to strengthen their knowledge of finance.
Financial Skills for General Managers is one of three new open enrollment executive education certificate programs designed to equip managers with the skills and strategies needed to meet the challenges of the 'new normal' economy. Led ...
Thin Brick Installation Services Made "EZ" with Ambrico
2011-02-02
The EZ-Wall System from American Brick Company has revolutionized thin brick installations throughout the United States. Ambrico, creators of the EZ-Wall system, now offer the product with professional installation from contractors certified in thin brick installation. The company offer contractors who are fully trained in the product, and who have completed certification in Ambrico EZ-Wall installations, a program that is operated and overseen by the United States Thin Masonry Association (USTMA).
McDonalds, the NFL and MLB, Holiday Inn, LA fitness and other large ...
SalesFUSION Announces Results for 2010, Including the Signing of 110 New Customers and a Host of New Partners and Solutions and Releases Pans for New Product Development
2011-02-02
SalesFUSION announces results for 2010 including 110 new customers and a host of new partners and solutions.
SalesFUSION, the maker of SalesFUSION 360, an integrated sales and marketing demand generation platform, today announced its sales results for 2010. The calendar year marked a breakout year for the marketing automation vendor focused on integrating marketing into CRM.
SalesFUSION signed 110 new clients/partners in 2010. Said Kevin Miller, EVP Marketing and Sales for SalesFUSION; "This was a breakout year for SalesFUSION. We fully validated our strategy of focusing ...
MedWOW Adds PayPal as a Payment Option
2011-02-02
MedWOW.com, the global online marketplace for medical equipment, is pleased to announce the addition of PayPal as an alternative payment option. The service allows users with PayPal accounts to pay for all services that MedWOW provides, without having to reveal personal financial information and gives consumers the flexibility to use a number of payment means; including credit or debit cards, bank accounts or account balance. PayPal supports Visa, MasterCard, American Express and Discover cards, and bank accounts can also be linked to PayPal to make direct payments.
Adding ...
iPhone Insurance Provider Reminds Business Users Value of Insurance
2011-02-02
New research* from iPhone insurance (http://www.protectyourbubble.com/business-insurance-for-mobiles-lapto ... dgets.html) specialist Protect your bubble has revealed that 93% of people use their smartphone for business, flagging up just how invaluable these gadgets are becoming and highlighting just how important it may be to have iPhone insurance.
The study also showed that surprisingly, although the iPhone is often portrayed in the media as the must-have phone, 24% of those who said they do use their smartphone for business use an iPhone. This is compared to 47% ...
NTSB Asking States to Take Up Mandatory Helmet Laws
2011-02-02
In 2009, over 4,400 motorcyclists were killed in traffic accidents according to the National Highway Traffic Safety Association (NHTSA). That number represents a 16 percent reduction from the previous year when over 5,300 riders died on U.S. roads.
Some of that reduction can be attributed to an increase in motorcycle helmet use. Statistics from the NHTSA note that in 2009, 67 percent of all motorcycle riders were regularly wearing helmets in 2009, up from 48 percent in 2005. But despite the recent decline in motorcycle deaths, the number of motorcycle traffic fatalities ...
Proposed Commercial Driver Cell Phone Regulation Could Increase Safety
2011-02-02
On September 27th, 2010, the Federal Motor Carrier Safety Administration (FMCSA) issued a new rule prohibiting drivers of commercial motor vehicles from texting while driving. Now, the FMCSA has announced a proposed new rule that would ban these same drivers from other uses of a mobile phone -- specifically reaching for, holding or dialing -- while driving.
The regulation would make the roads safer for all drivers, and establish an important standard that courts would look to in determining negligence in accidents. A period for comment on the new rule is now open, and ...
China Pledges to Fortify Intellectual Property Protections
2011-02-02
The likely successor to the current Chinese premier acknowledged during a recent trip to Europe that his country needs to improve protection of foreign copyrights, patents and trademarks.
"China will continue to improve foreign business related laws, regulations and policies, and give protection to intellectual property rights in order to provide a level playing field and a stable, orderly, transparent and predictable market environment for all players," Vice Premier Li Keqiang wrote in an article in China Daily marking his visit to Germany.
Responding to German Concerns
Mr. ...
LAST 30 PRESS RELEASES:
Scientists unlock secrets behind flowering of the king of fruits
Texas A&M researchers illuminate the mysteries of icy ocean worlds
Prosthetic material could help reduce infections from intravenous catheters
Can the heart heal itself? New study says it can
Microscopic discovery in cancer cells could have a big impact
Rice researchers take ‘significant leap forward’ with quantum simulation of molecular electron transfer
Breakthrough new material brings affordable, sustainable future within grasp
How everyday activities inside your home can generate energy
Inequality weakens local governance and public satisfaction, study finds
Uncovering key molecular factors behind malaria’s deadliest strain
UC Davis researchers help decode the cause of aggressive breast cancer in women of color
Researchers discovered replication hubs for human norovirus
SNU researchers develop the world’s most sensitive flexible strain sensor
Tiny, wireless antennas use light to monitor cellular communication
Neutrality has played a pivotal, but under-examined, role in international relations, new research shows
Study reveals right whales live 130 years — or more
Researchers reveal how human eyelashes promote water drainage
Pollinators most vulnerable to rising global temperatures are flies, study shows
DFG to fund eight new research units
Modern AI systems have achieved Turing's vision, but not exactly how he hoped
Quantum walk computing unlocks new potential in quantum science and technology
Construction materials and household items are a part of a long-term carbon sink called the “technosphere”
First demonstration of quantum teleportation over busy Internet cables
Disparities and gaps in breast cancer screening for women ages 40 to 49
US tobacco 21 policies and potential mortality reductions by state
AI-driven approach reveals hidden hazards of chemical mixtures in rivers
Older age linked to increased complications after breast reconstruction
ESA and NASA satellites deliver first joint picture of Greenland Ice Sheet melting
Early detection model for pancreatic necrosis improves patient outcomes
Poor vascular health accelerates brain ageing
[Press-News.org] CCC Information Services Uses Hosted MadCap Feedback Service to Optimize Online Help and Reduce "How-To" Inquiries by Up to 30 PercentMadCap Feedback Service and Flare enable leading automotive claims and repair technology provider to increase customer use of help systems and reduce support calls.