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Information Technology

Oil Industry Service Provider

 

One of the world’s largest providers of products and services to the oil industry, this 100-year-old organization has more than 75,000 employees and hundreds of subsidiaries, brands, and divisions worldwide.

Challenge

This multinational corporation produces a huge number of technical training documentation annually—from product manuals and service technician guides to customer service training and employee handbooks. 

Cisco

 

Since 1984, the IT industry has looked to Cisco for technology innovation. The company continues to transform the ways people collaborate, communicate, and connect.

Challenge

Printing and shipping product training manuals to a global customer base had become costly and time-consuming. 

Cisco printed roughly two training manuals per customer per year, spending nearly $700,000 annually just to print updates. Meanwhile, more and more customers were requesting digital documentation.

Leading Computer Manufacturer

 

Best known for its desktops, notebooks, and PCs, this multibillion dollar company provides a range of technology products for the education, enterprise, government, and consumer markets. 

Challenge 

Customer complaints about the company’s online store were mounting, as were editorial errors on the site. Poor user experiences and negative feedback were putting the brand’s reputation at risk. 

Mitchell1

 

Mitchell1 is the leading provider of software that helps automotive technicians perform vehicle diagnostics, estimate labor costs, track maintenance, and perform a range of other tasks related to automotive repair. Mitchell1’s repair manuals are the most sought-after guidebooks by independent repair shops, service stations, automobile dealerships, educational institutions, and libraries.

LexisNexis

 

LexisNexis, the largest provider of computer-assisted legal research services, has been publishing directories for attorneys and law firms since 1868. These industry-leading hardbound—and more recently Internet-based—directories have allowed lawyers and consumers of legal services to quickly and easily find the right legal professional to handle any matter.

Challenge

LexisNexis’s Lawyers.com, a fundamental industry resource, profiles over one million lawyers and law firms.

Top Consumer Electronics Company

 

This Fortune 500 company has been a global leader in high-tech electronics manufacturing for more than 70 years; more recently, it has become known for the production of TVs, tablets, and smartphones. It has been recognized by the Consumer Electronics Association as a “Top Consumer Electronics Brand.”

Challenge

As the company’s market share grew and inbound support calls increased, its executives realized that even the very best electronic devices can fall short if they are not backed up by knowledgeable, easy-to-reach customer support personnel. 

Financial Reporting Company

 

Since 1792, when the New York Stock Exchange opened its doors to accommodate the stock brokers who congregated on Wall Street, this organization has handled the regulatory filing needs of America’s publicly traded companies. Over time, its offerings expanded to financial reporting services. Its clients include many of the largest companies and most widely recognized brands in the world.

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