Avaya designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the Fortune 500. As a result of its extensive worldwide presence—including multiple customer websites specific to various countries and regions—Avaya was faced with the challenge of creating an integrated online experience for its customers, partners, and global sales teams.
Avaya’s ultimate goal was to provide these key audiences with highly personalized, timely and brand-consistent product and company information across every online channel worldwide. The company turned to Interwoven to help it achieve this objective.
“Interwoven has made it possible for us to deliver personalized, customer-facing content to local markets throughout our organization quickly, efficiently, and in perfect synchronization,” said Renee
Rodgers, vice president of Avaya.com. “As a result, Avaya has achieved a dramatic return on investment, including redeploying 90 percent of our publishing team, reducing the amount spent on publishing vendors by almost 75 percent, and improving end user content satisfaction by 20 percent over the past year. Moving forward, we plan to extend our Interwoven customer experience implementation to encompass customer self-service, enhancing our customers' overall experience with Avaya.”
Blue Cross Blue Shield of Massachusetts uses multiple Interwoven solutions across the enterprise to address a broad spectrum of business needs, including disaster recovery, regulatory compliance, and the creation and management of an innovative and award-winning website within the health care industry.
As part of its focus on customer experience, BCBSMA is leveraging Interwoven to empower content owners across the organization to directly contribute to its various Web properties, thereby ensuring that both providers and patients always have access to the most current and relevant information.
“Our Interwoven implementation has evolved over the past few years from a targeted Web Content Management solution to a truly enterprise-wide implementation that has enabled us to deliver an enhanced overall experience to providers and members,” said Frank Enfanto, vice president of health care service delivery at Blue Cross Blue Shield of Massachusetts. “Interwoven understands the importance of providing an optimal customer experience at all times, and their targeted technology has enabled us to successfully address this key business objective, while also helping us realize increased operational efficiencies and streamline key compliance processes.”
As a leading global IT and networking company whose network spans 120 countries and supports 300 million customer calls a day, BT began its 'Netcentricity' program in 2003 to strengthen customer relationships and encourage increased online transactions. To remain a frontrunner in today's highly-competitive telecommunications industry, BT considered its transformation from a traditional telecommunications company into an eCompany—providing its customers with Web self-service at every opportunity—as a major strategic objective.
As a result, the telecommunications giant turned to Interwoven to help it achieve its key objective of improving the customer experience, which resulted in the transformation of dozens of disparate, disjointed, and increasingly difficult to manage websites into an integrated, automated, and easy-to-use customer self-service environment.
“Interwoven is helping BT boost customer satisfaction and reduce our customer support costs by millions of dollars as our customers can now utilize a robust and easy-to-use self-service site to address their many needs,” said Stephen Stokols, director of BT's Netcentricity program. “Interwoven has been a strong partner for us in our ongoing efforts to provide customers with the best possible experience.”
Hilton Hotels Corporation operates over 500 hotels worldwide. In 2002, the company outlined an aggressive strategy to build a series of highly personalized and localized websites for its largest markets, including the UK, Germany and Japan, in order to provide the best possible customer experience across all of its key markets.
However, in realizing this key business objective, Hilton faced numerous challenges, including the translation and editing of more than 4.5 million words of content and over 25,000 individual content files.
“With the help of Interwoven and its partner Translations.com, Hilton has been able to improve customer experience worldwide through the delivery of localized content across our global Web properties, providing customers with the most relevant experience,” said Tim Davis, senior vice president, Commercial Development & Information Services at Hilton Hotels Corporation. “Achieving true e-commerce success is no easy task when you have to take into consideration multiple languages, cultures and consumer behavior, but we’ve been very successful, and streamlined efficiencies and improved content re-use, while also saving more than $1 million in the first year.”
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