“MindTouch gave us greater management of our knowledge base and helped us to achieve our business goals.” - Dean Onishi, Communications Manager RightScale
RightScale has been a pioneer and leader in cloud computing management since 2006. RightScale cloud management enables organizations to easily deploy and manage business-critical applications across public, private, and hybrid clouds. RightScale provides efficient configuration, monitoring, automation, and governance of cloud computing infrastructure and applications. Millions of servers have been launched with the RightScale solution by leading enterprises including the Associated Press, CBS Interactive, Intercontinental Hotels Group, PBS, and Zynga.
RightScale offers a powerful, yet complex and highly technical product which has undergone a rapid pace of innovation and improvement fueled in no small part by their agile development process and world class product team.
Why did RightScale turn to MindTouch?
First, they recognized the need for an efficient and effective communication and learning environment for their users. Second, RightScale needed a documentation authoring and publishing tool that works the way modern product and documentation teams execute. They needed a tool to produce and update product documentation that kept pace with their high capacity to innovate. Third, they wanted to do more than just push documentation at their users, RightScale wanted to develop a customer engagement channel around their product documentation and help site.
With MindTouch, RightScale achieved all their goals and realized some other key benefits as well:
Formerly, RightScale users often submitted support tickets for fairly common questions. By enabling their customers to self-support through their MindTouch powered site, RightScale immediately enjoyed a reduction in tickets and consequently lowered support costs. And for those users who need a little extra help, the social tools included in MindTouch helps RightScale engage their users at those critical moments when they need help-boosting their customer experience value and lowering churn.
Furthermore, the quality of documentation has been improved by RightScale’s use of MindTouch. MindTouch effectively expands product documentation out static product and techcomm silos, and opens it up to subject matter experts from across the enterprise and their user community, adding currency and vibrancy to their product help.
What’s more, by employing the robust analytics and customer feedback tools inside MindTouch, RightScale gained the ability to inform their content strategy to identify what documentation needed to be created or improved. It also serves to help them keep their customers’ needs in focus while developing new features and enhancements.
And lastly, but not least among the reasons they’re glad they choose MindTouch to power their product documentation and help, their MindTouch implementation has dramatically increased their opportunities to expand their client base. MindTouch gave their product documentation a life on the web, boosting their SEO rankings and driving additional new traffic to their website, and ensuring that their customers and prospects receive the most credible information from the most credible source, their company.
For a free copy of the complete RightScale Case Study click here.
To learn more about how MindTouch can help your company provide the best product help experience to your customers watch this video and request a free trial: MindTouch: The Power of Product Help
