SunSolve Off to a Winning Start

The Global eServices Engineering division of Sun Microsystems, Inc. has a solid strategy driving the next release of their world-class online support site. How did they do it? With the help of Folsom Point.

Challenge

While customers clamored for more self-support tools, internal pressure increased for improved issue resolution. Sun Microsystems needed to quickly define new requirements and processes to increase customer satisfaction. They focused on SunSolve™ Online, a technical support web site that serves millions of Sun hardware and software customers worldwide.

Although SunSolve had grown to enormous proportions and contained hundreds of pages of relevant content, Sun lacked a current perspective of what their customers wanted from the support site. Sun needed an objective analysis and key recommendations for how to approach a site redesign. They enlisted the consulting services of Folsom Point to help define a new customer-driven strategy.

Solution

To gain insight into the competitive environment and customer viewpoint, Folsom Point:

• Performed an online competitive analysis of leading technical support sites to determine best practices
• Conducted a customer perception analysis using one-on-one interviews and online surveys to determine customer preferences, perceptions, likes and dislikes
• Developed a comprehensive research report outlining strategic recommendations for site enhancements