|
 
|  
FOLSOM POINT PROVIDES CUSTOMER INSIGHT TO
January 12, 2001
(Boulder, CO) - Folsom Point, a strategic consulting firm, provided the customer-driven Internet strategy being used by Sun Microsystems. The comprehensive research report outlined customer perceptions, competitive best practices and recommendations for site enhancements.
"With the customer feedback and competitive information that Folsom Point captured, we were able to understand the key issues customers had in using our online support tools and then formulate a strategy to improve the site," said Dinesh Neelay, Software Engineering Manager at Sun Microsystems, Inc. "Without that information, we would have been shooting in the dark."
Sun Microsystems, Inc. is building the next generation of SunSolve™ Online, a technical support web site that serves millions of Sun customers. In fact, Sun was a pioneer in establishing the SunSolve Online support site over eight years ago. The site has helped to reduce service costs by millions of dollars per year because customers are able to resolve their issues without the need for customer support reps.
"When we started, we knew SunSolve was the primary online support tool for all Sun hardware and software customers," said Nicky Lee, CEO of Folsom Point. "We also knew that a few customer complaints were being escalated to management and overshadowing the great things about the site. All it took was listening to the people who use the site every day, enabling us to make recommendations aimed at meeting their needs."
By reviewing industry standards, developing web-based surveys and conducting a series of one-on-one customer interviews, Folsom Point outlined the requirements necessary for turning SunSolve into a truly customer-centric support site.
About Folsom Point
Folsom Point, Inc. is a consulting firm providing business-driven strategies that blend marketing insight and Internet technologies to help companies target new customers and foster long-term relationships. Folsom Point's services include business and marketing consulting, competitive and customer research, strategic planning, project management and program measurement. Folsom Point is a privately held company founded January 2001 and headquartered in Boulder, Colorado.
About Sun Microsystems
Since its inception in 1982, a singular vision -- "The Network Is The Computer[tm]" -- has propelled Sun Microsystems, Inc. (Nasdaq: SUNW), to its position as a leading provider of industrial-strength hardware, software and services that power the Internet and allow companies worldwide to take their businesses to the nth. With $19.2 billion in annual revenues, Sun can be found in more than 170 countries and on the World Wide Web at http://www.sun.com
|
 |
|
|