Web & Online Success Stories

Hewlett Packard meets business goals with Web product information

Before putting information about their products on the World Wide Web, Hewlett Packard's Marketing Department pledged that all its online material must be easy to access, update, and navigate.

Information Mapping provided a system and structure for all writing and content gathering for online information.

This ensured

• product information that is effectively structured for online
• fewer calls to their 800 line
• a shorter sales cycle for their products, and
• product information that is easy to access and create.

Better business communication cuts call volume by 80%

A $5 billion medical device manufacturer was searching for a way to simplify and improve their end-user product literature. Over 200 employees participated in an Information Mapping seminar. By partnering with Information Mapping, they redesigned literature that clearly and effectively answered customers' questions - resulting in an 80% decrease in calls to the customer service call center.

With more time available to focus on customer satisfaction rather than problem resolution, the call center was able to take a more proactive role in the organization's overall customer strategy. Information Mapping's unique method is now applied to writing reports, proposals, package inserts, SOPs, and other communications throughout the organization.

Accessible online information reduces costs by 20%

A leading credit card company received an average of 800,000 telephone calls to the customer service center weekly. Representatives referred to the documentation for an average of 38% of these incoming calls. The organization's goal was to streamline the documentation internationally, and set a standard for these reference material. They wanted to improve the level of customer satisfaction by decreasing the amount of time it takes a representative to resolve a customer issue. By working with Information Mapping to successfully convert 5,000 pages of information from paper to online, the average duration of phone calls was reduced drastically - by 60 seconds each, with a cost savings of 20%!

Mapped Intranet cuts training time by 50%

When a global hospitality company needed to standardize its facilities management procedures, they engaged Information Mapping to develop worldwide standards and create hundreds of pages of information for their Intranet. The company's global procedures are now clear, concise, easy to navigate, and they can be instantly updated from headquarters. Users throughout the world now use this system as their first point of reference for fast, accurate, up-to-date information.

Standardized Web content makes information easy to access

When a global computer hardware maker began utilizing the Web, it found that it needed to improve how it managed large volumes of complex content. Information Mapping created a standard design for content and navigation, and its seminars, Designing Information for the Web and Writing for the Web, became required training for all authors contributing to the various Web sites. As a result, employees and customers now have fast, easy access to information, and feedback has improved significantly.