CreoScitex Builds Customer Partnerships with eCentrals Suite of Online Services
Press release from the issuing company
Vancouver, CANADA (May 29, 2001) – CreoScitex, a division of Creo Products Inc. (NASDAQ: CREO; TSE: CRE), announces that online services are now available to assist customers to increase their productivity. CreoScitex’s web-based business portal, eCentral, will help CreoScitex customers maximize their technology investment by providing access to a comprehensive suite of web-based services, such as business intelligence reports, online support, training, and information sharing tools. eCentral will continue to be enhanced in partnership with CreoScitex customers.
“With today’s rapid technology advancements, there’s clearly a competitive advantage for businesses in the printing and prepress industries to have anytime, anywhere access to data to support their business decisions and processes,” says Justin Malcolm, CreoScitex Program Manager of eCentral. “We are partnering with our customers to provide the online productivity management tools they require to be successful in today’s market.”
eCentral requires no specialized hardware, software or technical expertise from users, and significant data is available to the customer immediately. Customers need only an Internet-enabled PC to access the eCentral portal. One of the early beta users of eCentral is leading communications services provider R.R. Donnelley & Sons Company, which uses eCentral in many of its sites for troubleshooting and to request service online. Each site has a designated administrator who creates user accounts and access rights for employees. Currently five operators are set up to access eCentral at the Pontiac, IL facilities of R.R. Donnelley. “eCentral is easy to deploy and administer and to set up five accounts would take me an average of 10 minutes," said Rod Shubert, System Administrator, R.R. Donnelley. "To show an operator how eCentral works and what it does would take me no more than 15 minutes."
eCentral offers two levels of services: Standard and Premiere services. Standard Services are available to customers worldwide through the eCentral portal. Premiere Services offer additional services to CreoScitex customers in North America who already work with a support agreement. These services will be expanded to customers in other regions in the future.
Self-support To search the advanced knowledgebase, the user enters a brief question about the problem they are experiencing or the exact error message they have received. The knowledgebase retrieves a solution or guides the user step-by-step to a possible resolution. A library of end-user documentation, download drivers, utilities and technical information for self-support complements the knowledgebase.
eCentral provides access to interactive Web-based training for convenient and affordable learning. Customers can also use eCentral to access in-class training schedules and sign up for training online.
This feature provides timely information and updates through mailing lists focused on different products. In addition, an online surveying tool will have the ability to gather customer feedback instantly that will help CreoScitex further improve customer support.
Request support This feature enables CreoScitex support customers to submit service requests online. Through a direct connection to the Response Center, these requests are submitted to CreoScitex technical support engineers. This feature allows customers to update previously submitted requests or view the status of a request.
Request support offers a seamless transition from troubleshooting in the knowledgebase to contacting a Response Center engineer.
eCentral provides business intelligence reports specific to Premiere Services customer plants in real-time. The information is displayed as graphic output and includes detailed statistics on support requests, status of orders, support coverage, and financial information.
“Our customers tell us that the services and support that CreoScitex offers are as essential to their ongoing business success as the hardware and software products we provide,” says Mark Dance, CreoScitex President and Chief Operating Officer. “We believe that CreoScitex is investing more than any other company in developing innovative products and services, like eCentral, for the prepress industry. By integrating our existing and future technologies and services, and by allowing our customers to choose how they wish to interact with us, we believe we can offer any customer a suite of business solutions to achieve the most profitable results possible.”
eCentral was demonstrated at the CreoScitex Users Association Conference, held May 16-20, in Miami, Florida. A special conference session provided participants with hands-on experience with eCentral. “We were very pleased with the feedback we received,” says Justin Malcolm, Program Manager of eCentral. “Judging from the customer response, eCentral will become an essential tool to help customers improve their productivity.”
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