research library: report detail

Collaboration case study: FINEOS 

Published: 02 Nov 2010 / 7 pages

Author(s): Angela Ashenden

Programs: collaboration

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synopsis

This report examines software vendor FINEOS' use of online community software to add an informal communications layer to its customer support relationships, with a view to enabling customer self-service and a more interactive approach to product development.

key messages

  • Ensure you are clear on the scope and purpose of your community
  • Ensure you are able to try out different options in a 'sandboxed' environment
  • Plan and budget for maintaining the community
  • Don't forget to factor other service providers into your migration strategy.

table of contents

  • Case study key facts
  • Company background
  • Project background
  • Implementation characteristics and status
  • The approach
  • The results
  • Recommendations for collaboration adopters
  • Best practice insights.

filed under:

Vendors: Igloo Software
Tags: communities, innovation, practice, process