Case Study: CCC Information Services reduces how-to support calls with MadCap Software

CCC Information Services Uses Hosted MadCap Feedback Service to Optimize Online Help and Reduce “How-To” Inquiries by up to 30 Percent

CCC Information Services needed a better way to improve the quality and usefulness of its Web-based Help systems as the number of products and Help topics grew. The company also wanted to increase customer use of Help, reduce support calls, and test a hosted option before moving to an on-premise system. It turned to MadCap Software and its MadCap Flare and MadCap Feedback Service products.

With MadCap Software’s hosted Feedback Service integrated with Flare, CCC could analyze search behavior, find missing topics and keyword issues, and update Help content more quickly. The company said support team “how-to” calls dropped by 10 percent to 30 percent, and it also saw increased Help usage and cleaner PDF output. Based on that success, CCC planned to expand to MadCap Feedback Server and additional Help systems.

CCC Information Services

Riyaz Adamjee

manager of communications services