SupportSoft is a global provider of support automation software, providing companies with the technology that keeps technology working - to help reduce the high costs of support delivery, ensure personal productivity and create a great customer experience with business services. In February, 2006 the company undertook an initiative to relaunch its corporate web site. The existing site had fallen out-of-step with SupportSoft's evolving product offerings and foundational technology. In order to speak effectively to their targeted audiences, SupportSoft needed a dramatic rethink of how the site represented the SupportSoft solution.
Working under an aggressive timeline, AtreNet developed and delivered a complete design and information architecture package for the new site. We consulted with SupportSoft on how to best represent their industry-leading technology in a way that effectively communicated business value and credibility. We also provided vital development support to get the site up-and-running in time for a critical launch date.
“AtreNet delivered beyond our expectations. From design to content to engineering, they supported and guided us every step of the way. The new site is rich, engaging and truly represents our vision and our innovative solutions. When our own development teams faced multiple initiatives and pressing deadlines, AtreNet stepped in to serve as an extension of our workforce to get the site successfully launched in a matter of days. We look forward to furthering our relationship with AtreNet and know that they will continue to deliver an outstanding result.”
Bruce Mowery
Vice President, SupportSoft, Inc.
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The Challenge
- The updated site needed to support recent evolutions in SupportSoft's product platform
- The new site should offer content that reflected the benefits and application of SupportSoft's products rather than focusing on product names and functional features
- SupportSoft sought guidance on the structure and format of web-optimized content
- Originally, the scope of the project included the site design and hand-off a series of templates and infrastructure libraries that SupportSoft would use to construct the site. However, in the 11th hour AtreNet was tasked with participating in the final build and launch of the new SupportSoft.com.
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The Solution
- AtreNet developed an information architecture for key pathways on the site and illustrated those recommendations through detailed wire frames
- We devised a series of content worksheets and sample copy drafts as a guide for SupportSoft content contributors-as a result, the new site offers radically improved scanability, relevance and interactivity for SupportSoft's key audiences
- We created a set of designs for the site that offered a consistent, professional identity and a highly functional information structure
- We developed the specifications and user interfaces for a solution finder and other interactive devices that streamlined and empowered the user experience
- We served as a integral development team in the final stages of site construction, providing backend engineering, content integration and design support
- With the launch of the new site, SupportSoft experienced a dramatic increase in material downloads and click-throughs to critical, solutions-based information
- The expansion of the international section has significantly increased site visits from other countries
